Harvard Business Review

AUGUST 24, 2016

Whether you’re a corporation, a nonprofit or a government agency, chances are that your approach to customer relationships at a system-wide level begins and ends with CRM (customer relationship management) software — yet its implementation rarely does much to foster real relationships. It’s a result of misguided strategy.

CRM 8

CRM Execution CTO Metrics 8

Strategy Driven

AUGUST 27, 2015

that every company is used to capturing, but also unstructured data (data scraped from the Internet and social media channels that may come in a wide variety of formats, from video to voice). Please consider the environment before and after printing this article. Unstructured data is very different. All rights reserved.

CIO 50

CIO Technology CRM Competitive Advantage 50

Harvard Business Review

FEBRUARY 12, 2016

Thanks to the proliferation of smartphones, brand and online-shopping websites, social media, and vehicle connectivity, businesses have a unique opportunity to use technology to revolutionize the customer experience and to incorporate the voice of the customer into product development. But where and how do you start?

Media 8

Media Automotive Globalization Active Listening 8

Strategy Driven

JUNE 9, 2014

Don’t forget their managers who force them to use an uncomfortable ‘system,’ a non-sales helpful CRM, and hold their salespeople accountable for their actions and numbers. DEVELOP AND MAINTAIN A PRISTINE REPUTATION. Please consider the environment before and after printing this article. Dead and over. What killed it?

Customer Loyalty 63

Customer Loyalty B2C Reputation CRM 63

Harvard Business Review

JUNE 22, 2012

I've even seen situations where a company's language gets in the way, such as defining an "organic growth opportunity" not in terms of ends but of means (more sales people, a new CRM system, or a new product introduction, for example). I know of one media company that put a giant gong in its sales department. Celebrate it.

Retail 12

Retail Long-term Short-term Apparel 12

Harvard Business Review

FEBRUARY 14, 2013

More than the amount of data itself, the unstructured data from the Web and sensors (in our environment) is a much more salient feature of what is being called Big Data," according to Thomas Davenport , visiting professor of Data Analytics at Harvard and author of Competing on Analytics: The New Science of Winning.

Software 8

Software Engineering Information Marketing 8