Benchmarking Change Management Operations Recruitment 
Harvard Business
MAY 8, 2017
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? Today AWS accounts for just 10% of Amazon’s $150 billion in revenue, but generates close to $1 billion in quarterly operating profit.
Harvard Business
SEPTEMBER 27, 2018
The more calls they received, the more operators they needed, and the more their margins eroded. They couldn’t recruit fast enough. No market research or benchmarking data would have suggested it. And once they found it, it didn’t need careful change management to extend it to the rest of Customer Support.
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