Harvard Business Review

NOVEMBER 21, 2011

Brand managers and customer care leaders beware. How smart are customer-centric firms that effectively train complainers to disregard or disintermediate their contact centers? In theory and practice, having your airline or local store quickly acknowledge and respond to constructive complaints can be wonderful. Everyone looks good.

Disintermediation 15

Disintermediation Call Center Core Competence Incentives 15

Harvard Business Review

MAY 26, 2011

The executive implications for time management and, more important, people management are enormous. The awkward irony is that this radically increased access gives top management less choice — not more — about how it invests its limited attention. Disintermediating the analysis was the right and responsible choice.

Due Diligence 15

Due Diligence Disintermediation Micromanagement Analysis 15

Harvard Business Review

MARCH 17, 2011

If perceived risks can be managed and early costs kept cheap, most organizations are open to the possibilities and potential of emerging technology. But their pushback was firm: disintermediated meetings were preferred to ones facilitated by a third-party like myself. Yes, they appreciated my information.

Venture Capitalist 15

Venture Capitalist Disintermediation Class Entrepreneur 15

Harvard Business Review

OCTOBER 1, 2013

As a result, managers are uncomfortable actually moving into action or committing resources, preferring to stay with the business they know rather than possibilities that may or may not pan out. To overcome this inertia, ask managers to include specific, short-term experiments, whose results will communicate what works and what does not.

Strategic Planning 12

Strategic Planning Planning Tips Disintermediation 12

Harvard Business Review

MARCH 21, 2014

Relationship management and trust : In markets with many small unknown sellers and buyers intermediaries can create trust between the buyer and seller and help facilitate transactions where none would have happened otherwise. Further, the test drive can be done via a few product galleries (as is the case with Tesla).

Supply Chain 8

Supply Chain Disintermediation Disaggregation Business Model 8

Harvard Business Review

JULY 19, 2013

The issue facing most sales forces is not disintermediation. The role of data is not to make a manager sound "analytical." What is true is that online options are realigning sales tasks. Consider the century-old practice of selling cars at dealers. Relatively few cars are actually bought online. It''s estimated that each U.S.

Disintermediation 10

Disintermediation CRM CIO Retail 10

Harvard Business Review

NOVEMBER 29, 2013

Hiding From Managers Can Increase Your Productivity HBS Working Knowledge I''m sitting here, alone, in HBR''s library, writing about how my decision to relocate from my open workspace is making me much more productive. When managers were around, the frontline staff did everything by the book. Oz Was Right? presidency a bully pulpit.

Productivity 10

Productivity Products Disintermediation Library 10

Harvard Business Review

JULY 28, 2016

But banks cannot control the rules of engagement as they have in the past, since customers now have more choices and are more fragmented, and disintermediation by fintech is making it harder to earn fees. Most still put marketing managers in nice cars to look for clients. A director that reports directly to the CEO will be optimal.

Banking 8

Banking Industry Disintermediation Offshoring 8

Harvard Business Review

JANUARY 8, 2013

Toyota wasn't just looking for superior quality and just-in-time inventory management from suppliers, they were vested in helping suppliers become more innovative and creative. Obviously, innovation investments shouldn't make it easier for suppliers to compete with or disintermediate their customers.

Innovation 10

Innovation Lean Production Disintermediation Incubator 10

Harvard Business Review

JULY 16, 2014

Many of these dinosaurs – agencies in particular — seemed a bit panicked about being disintermediated. Advertising Marketing Talent management' They are realizing that the open marketing systems gives brands the ability to do what agencies did themselves by creating their own marketing content and media channels.

Marketing 10

Marketing Disintermediation Hotels Brand 10

Harvard Business Review

MAY 13, 2013

Now that we''re done, or nearly done, disintermediating old media like the newspaper, and supply chains like the book store, it''s time to solve that vexing problem of having to get ourselves from one place to another. But even great management cannot protect these airlines. So let''s behold them. It may even change the city.

Disintermediation 9

Disintermediation Hotels Airlines Travel 9

Harvard Business Review

APRIL 4, 2016

In other words, they sold their real estate assets to institutional investors and private wealth funds, and they began to operate as essentially management companies focused on defining a brand proposition, marketing and generating sales.

Hotels 8

Hotels Disintermediation Real Estate Franchising 8

Harvard Business Review

JUNE 2, 2014

Its powerful back-end system allows it to manage a real-time network of cars in an extremely simple and potentially low-cost way. The company sold its cloud-based customer relationship management software to small companies that could never afford more-sophisticated applications sold by industry leaders like Siebel.

Disruptive Innovation 8

Disruptive Innovation Disintermediation Business Model Innovation 8

Harvard Business Review

MAY 13, 2015

Using software, like the apps on new “smart” TVs, or hardware, like Roku or Chromecast devices, any consumer with a strong Internet connection can now bypass the disintermediated MSO. Think of HBO Now, a standalone service that consumers can access over the web, without a cable subscription. Connecting the dots.

Brand 8

Brand Disintermediation Media Metrics 8

Harvard Business Review

OCTOBER 10, 2014

Loyalty and reward programs provide this type of context for B2C companies, while strategic account and relationship management programs do the same for B2B companies. This requires an ability to capture data and turn that data into value for the customer by combining big and little data.

Media 9

Media B2B Disintermediation Content 9

Harvard Business Review

AUGUST 5, 2015

The typical funnel starts with a marketing-generated lead for a “suspect” that, after qualification, becomes a “prospect,” and then a customer through steps that are measured and managed. That is, core solution-selling and account-management skills still matter. Buying is a continuous and dynamic process.

B2B 8

B2B AIDA AIDAS Disintermediation 8

Harvard Business Review

SEPTEMBER 27, 2016

In a recent interview, Benko discussed AT&T’s efforts and offered advice for HR leaders and individual managers on how today’s workforce can avoid obsolescence. How talent management is changing. What’s the attitudinal shift that needs to happen for individual employees and managers to ensure their relevance?

Skills 8

Skills Company Core Competence Disintermediation 8

Harvard Business Review

AUGUST 15, 2016

Digital commerce and disintermediation have caused many customers to question the importance of having a sales relationship at all. They’re also aware of the power of social selling today and they carefully manage their social network activity to make informed, authentic, personal connections.

Brand 8

Brand Disintermediation Price Long-term 8

Skip Prichard

JULY 26, 2021

Own and disintermediate the customer relationship. This disintermediation of the customer account control is a hallmark of digital giants. . As humans, we often make a decision a second but re quire weeks, months, and maybe even years for management approval. Compete for data supremacy. Data powers the digital giants.

Disintermediation 135

Disintermediation Cost-Benefit Analysis Short-term Long-term 135