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Know Your Customers' "Jobs to Be Done"
Sales & Marketing Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
Understanding Customer Experience
Sales & Marketing Magazine ArticleAnyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent... -
How Brand Building and Performance Marketing Can Work Together
Sales & Marketing Magazine ArticleMarketers often worry that performance marketing and its focus on short-term sales is crowding out brand-building activities aimed at enhancing customer... -
The Ordinary Heroes of the Taj
Organizational Development Magazine ArticleWhen terrorists attacked the Indian city of Mumbai in 2008, employees of the Taj Mumbai hotel displayed uncommon valor. They placed the safety of guests... -
Putting the Service-Profit Chain to Work
Supply chain management Magazine ArticleEditor’s Note: This article sets out a simple, elegant, and ultimately tough-minded way to build profitability in a service business. Originally published in 1994, it offers as much today as it did then and is a perennial best seller. ♦ UPDATE: Learn about companies that are applying this timeless advice today. Top-level executives of outstanding […] -
The Big Lie of Strategic Planning
Strategy & Execution Magazine ArticleStrategy making forces executives to confront a future they can only guess at. It's not surprising, then, that they try to make the task less daunting... -
Net Promoter 3.0
Marketing Magazine ArticleA better system for understanding the real value of happy customers -
6 Ways to Build a Customer-Centric Culture
Sales & Marketing Digital ArticleStart by hiring people who really care about the customer experience. -
Design Thinking
Strategy & Execution HBR BestsellerIn the past, design has most often occurred fairly far downstream in the development process and has focused on making new products aesthetically attractive... -
10 Ways to Boost Customer Satisfaction
Sales & Marketing Digital ArticleTakeaways from an analysis of millions of consumer data points. -
PayPal's CEO on Creating Products for Underserved Markets
Strategy & Execution Magazine ArticleBack when the author was the CEO of Virgin Mobile, he accepted a challenge to live like a homeless person for 24 hours in New York City--with no money... -
How to Gain a Competitive Advantage on Customer Insights
Technology & Operations Digital ArticleThe most valuable data is the data your competitors don't have. -
Building an Insights Engine
Sales & Marketing Magazine ArticleThe most successful companies don't just have good products and strong distribution systems--they have a deep understanding of customers. That naturally... -
The CEO of ADM on Expanding Its Focus from Commodities to Consumers
Finance & Accounting Magazine ArticleIn the early 2010s ADM, a century-old agricultural products and services company, embarked on a big transformation. It streamlined and reorganized its... -
What Makes a Company a Digital Master?
Technology & Operations VideoGeorge Westerman, Research Scientist in the MIT Initiative on the Digital Economy, explains how large companies in traditional industries are using digital... -
The Golden Rule
The secret to stellar customer service? Treat people the way you want to be treated. -
Conduct First-Hand Market Research
Sales & Marketing VideoWhen market research is up close and personal, it can have a deep impact on corporate strategy. -
What If You Could Learn Design from Apple?
Sales & Marketing Digital ArticleCorporate universities should be for customers, too. -
Selling After the Crisis
Sales & Marketing SpotlightLike perishable goods in grocery stores, sales models have a sell-by date. As product standards evolve and new entrants emerge, buyers have more choices... -
What Smart Companies Know About Integrating AI
Technology and analytics Magazine ArticleTalent and data are just as important as technology.
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DigitalThink: Building a Sales Force
Innovation & Entrepreneurship Case Study6.95View Details A broad set of issues faces a young company in the Internet-based training business as it begins to sell its product to corporate customers. Issues include:... -
The Maggi Noodle Safety Crisis in India (C)
Finance & Accounting Case Study5.00View Details The local government in Delhi has ordered a ban on Nestlé's flagship product in India - Maggi Noodles, citing excessive lead content per government lab... -
GRIT Fitness
Innovation & Entrepreneurship Case Study8.95View Details In December 2018, GRIT Fitness was a growing chain of boutique fitness studios offering a variety of workout classes, including weightlifting, high intensity... -
Leading Digital: Turning Technology into Business Transformation
32.00View Details Become a Digital Master--No Matter What Business You're In. If you think the phrase "going digital" is only relevant for industries like tech, media,... -
Marketing Essentials
Sales & Marketing Tool99.00View Details No matter how good your product or service is, the way you communicate with your customers can determine its success. Discover the forces that influence... -
Customer Focus
Sales & Marketing Tool99.00View Details Only by putting customers front and center can companies pull ahead-and stay ahead-of their rivals. Learn how to identify your key customers, their changing... -
Merck: Managing Vioxx (G)
Finance & Accounting Case Study5.00View Details -
Keroche (B): Considering Entry into the Kenyan Beer Market
Strategy & Execution Case Study5.00View Details This case discusses the situation of the Kenyan alcoholic drinks producer Keroche in July 2004, when co-founder Tabitha Karanja was debating whether to... -
Telenor: Revolutionizing Retail Banking in Serbia: Digital Transformation of the Customer Experience
Sales & Marketing Case Study8.95View Details In this case study, we are analyzing how one of the biggest international telecommunications providers, Telenor, has used this weakness of financial institutions... -
Kaleidofin
Innovation & Entrepreneurship Case Study8.95View Details Kaleidofin was co-founded in 2017 by Puneet Gupta and Sucharita Mukherjee; former CFO and CEO of IFMR (Institute for Financial Management and Research)... -
Digital Natives Growing Without a Sales Force
Sales & Marketing Case Study8.95View Details This brief case describes the rise of so-called digital natives (also called born-in-digital) in the 2000s and 2010s that successfully grew without a... -
Chadwick, Inc.: The Balanced Scorecard (Abridged)
Finance & Accounting Case Study8.95View Details The pharmaceutical division of a diversified company has been asked to develop a Balanced Scorecard. Research and development projects take about ten... -
H-E-B: Creating a Movement to Reduce Obesity in Texas
Sales & Marketing Case Study14.00View Details In January 2012, H-E-B Grocery Co., a private retail chain with stores located in Texas and Mexico, was introducing its Healthy at H-E-B program to its... -
PatientsLikeMe: Using Social Network Health Data to Improve Patient Care
Leadership & Managing People Case Study8.95View Details PatientsLikeMe, an health online community formed to provide value for patients in exchange for sharing their health data, had grown substantially since... -
On the Bubble: Startup Bootstrapping
Innovation & Entrepreneurship Case Study8.95View Details Bubble was a software company in the low-code/no-code market, making tools that allowed users without traditional programming backgrounds or technical... -
The Louvre
Sales & Marketing Case Study15.05View Details Once a royal residence and today one of the most photographed Parisian landmarks, the Louvre, home of iconic masterpieces, was the world's largest and... -
Innovation at the Boston Consulting Group
Strategy & Execution Case Study8.95View Details This case is about how the Boston Consulting Group has approached innovation from its founding to the present day. It discusses the role of the firm's... -
What IKEA Do We Want?
Strategy & Execution Case Study15.05View Details In 2018, Swedish furniture maker IKEA was undergoing a significant transformation. Challenged by the rise of online shopping and changing consumer behavior,... -
Keroche (C): The Excise Tax Increase
Strategy & Execution Case Study8.95View Details This case discusses the Kenyan government's decision to increase excise taxes on wines in 2007. The tax increase would cause an average increase in price... -
Classtivity: Payal's Pirouette
Innovation & Entrepreneurship Case Study8.95View Details A few months after launching a new fitness technology product, the small staff of New York startup Classtivity gathers on a Saturday in April 2013 to...
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Know Your Customers' "Jobs to Be Done"
Sales & Marketing Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
Understanding Customer Experience
Sales & Marketing Magazine ArticleAnyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent... -
How Brand Building and Performance Marketing Can Work Together
Sales & Marketing Magazine ArticleMarketers often worry that performance marketing and its focus on short-term sales is crowding out brand-building activities aimed at enhancing customer... -
The Ordinary Heroes of the Taj
Organizational Development Magazine ArticleWhen terrorists attacked the Indian city of Mumbai in 2008, employees of the Taj Mumbai hotel displayed uncommon valor. They placed the safety of guests... -
Putting the Service-Profit Chain to Work
Supply chain management Magazine ArticleEditor’s Note: This article sets out a simple, elegant, and ultimately tough-minded way to build profitability in a service business. Originally published in 1994, it offers as much today as it did then and is a perennial best seller. ♦ UPDATE: Learn about companies that are applying this timeless advice today. Top-level executives of outstanding […] -
The Big Lie of Strategic Planning
Strategy & Execution Magazine ArticleStrategy making forces executives to confront a future they can only guess at. It's not surprising, then, that they try to make the task less daunting... -
Net Promoter 3.0
Marketing Magazine ArticleA better system for understanding the real value of happy customers -
6 Ways to Build a Customer-Centric Culture
Sales & Marketing Digital ArticleStart by hiring people who really care about the customer experience. -
Design Thinking
Strategy & Execution HBR BestsellerIn the past, design has most often occurred fairly far downstream in the development process and has focused on making new products aesthetically attractive... -
10 Ways to Boost Customer Satisfaction
Sales & Marketing Digital ArticleTakeaways from an analysis of millions of consumer data points.