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DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Data is at the core of any customer experience strategy. Renewing your CX vows begins with the basics.

Metrics 26

Metrics Tools Case Interview Strategy 26

Harvard Business

JANUARY 4, 2018

True incorporation requires bold decisions about reorganizing the business to make analytics a key component of strategy. The ABU was set up as a centralized profit center with ambitious targets and with direct reporting to the chief operations officer; most often, similar units are organized as cost centers with no specific targets.

Company 28

Company Recruiting Recruitment Financial 28

Harvard Business

OCTOBER 10, 2017

A recent McKinsey report found that while 84% of corporate executives think innovation is key to achieving growth objectives, only 6% are satisfied with the innovation performance of their firm. That’s why good managers put so much focus on measuring and managing return on investment (ROI) as a basic operational practice.

ROI 28

ROI Operations Enterprise Research 28

Harvard Business

DECEMBER 28, 2016

The reasons change doesn’t often happen are reporting paralysis, the lack of “think time,” and failure to collaborate. Reporting paralysis can occur when teams are so wrapped up in distributing data, ensuring data quality, or writing up insights that they forget the purpose of data.

Metrics 33

Metrics Data ROI Benchmarking 33

Harvard Business

APRIL 19, 2018

But as Churchill reportedly said after Gallipoli , “However beautiful the strategy, you must occasionally look at the results.” If you can’t track what prospects read, when, where, and for how long, you have a blind spot in a big part of your marketing budget and are unlikely to get the ROI possible with this approach.

Marketing 38

Marketing Case Study Case Studies Sales 38