Harvard Business

JUNE 3, 2016

The initiatives included streamlining patient administration in a hospital, implementing a customer-relationship-management (CRM) system in a financial services organization, rolling out a global enterprise-resource-planning (ERP) system for a pharmaceutical company, and promoting collaboration in a technology company.

Tools 28

Tools Construction System Retail 28

Harvard Business

MAY 8, 2017

How effectively has the company adapted its legacy business to change and disruption, giving it new life? How have the firm’s growth, profits, and stock performance compared to a relevant benchmark (NASDAQ for a tech company, for example, or DAX Index for a German firm) during the transformation period? Financial performance.

Methodologies 53

Methodologies Culture Metrics Company 53

Harvard Business

MAY 3, 2016

And what are the benchmarks of success? At best, they are able to respond in a somewhat coordinated fashion when customers come to them. Q: How long does this process generally take? A: I see the move toward customer-centricity as a journey. It doesn’t happen overnight.

Education 29

Education Real Estate Research Company 29