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Fighting Bias on the Front Lines
Diversity and inclusion Magazine ArticleLearn to detect subtle discrimination in your customer service. -
How Direct-to-Consumer Brands Can Continue to Grow
Strategy Magazine ArticleThey need to revise the marketing innovations that gave them early momentum. -
One Number You Need to Grow
Sales & Marketing Magazine ArticleCompanies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of... -
How to Gain a Competitive Advantage on Customer Insights
Technology & Operations Digital ArticleThe most valuable data is the data your competitors don't have. -
Are You Tracking the Customer Service Metrics That Really Count?
Customer service Digital ArticleDon’t just focus on tactical, operational goals. Ask what your customers are actually experiencing — and continuously push for improvement. -
Negotiating with a Customer You Can’t Afford to Lose
Negotiation strategies Magazine ArticleEight ways to save a disintegrating sale -
In Marketing, People Are Not Numbers
Sales & Marketing Digital ArticleCompanies can't approach the social era using broadcast media models. -
Should You Let Employees Break the Rules to Make Customers Happy?
Sales & Marketing Digital ArticleEmpowering frontline workers to take small actions, like waiving a fee or allowing a return outside of the window, can boost the loyalty of both customers... -
Is Your Company as Strategically Aligned as You Think It Is?
Strategy & Execution Digital ArticleA recent analysis of more than 500 employees across 12 organizations found that actual strategic alignment was two to three times lower than perceived... -
How to Get Honest and Substantive Feedback from Your Customers
Strategy & Execution Digital ArticleBusinesses can't improve the quality of their operations without it. -
Understand Your Customers With Colored Pencils and Cartoons
Sales & Marketing Digital ArticleThis post is part of Creating a Customer-Centered Organization. Some CEOs truly crave direct customer contact. Apple's Steve Jobs and Mark Cuban, owner... -
The Strategic Advantage Omnichannel Retailers Have Over Amazon
Sales and marketing ResearchNew research suggests that encouraging in-store pickup over home delivery could lead to more profitable sales, higher market shares, and sustainability-performance gains. -
How to Make Your Loyalty Program Pay Off
Sales & Marketing Digital ArticleA study of 2 million transactions at one retailer shows how companies often chase the wrong customers. -
Tackling the Problem of Subscribers Who Binge…Then Bail
Customer strategy Digital ArticleThree strategies to help streaming services reduce subscriber churn. -
What We Can Learn from One of the World's Most-Mocked Cars
Sales & Marketing Digital ArticleNever stop listening to your customers. -
Should Your Company Sell on Amazon?
Strategy SpotlightReach comes at a price. -
Intuit's CEO on Building a Design-Driven Company
Leadership & Managing People Magazine ArticleAlthough 46 similar products were on the market when Intuit launched Quicken, in 1983, it immediately became the market leader in personal finance software... -
Obsess Over Your Customers, Not Your Rivals
Strategy & Execution Digital ArticleWhy and how to rethink the competition. -
How Small Businesses Can Attract Holiday Shoppers in a Downturn
Competitive strategy Digital ArticleSeven strategies to stay competitive and draw in customers — even when budgets are tight.
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Citibank: Global Customer Management
Strategy & Execution Case Study11.95View Details Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets... -
H.E. Butt Grocery Co.: A Leader in ECR Implementation (A) (Abridged)
Technology & Operations Case Study11.95View Details Describes the industry context that has resulted in the development of efficient consumer response (ECR) within the grocery industry and its adoption... -
Godiva Japan: Think Local, Scale Global
Sales & Marketing Case Study11.95View Details This case tracks Jerome Chouchan's strategies and execution for a successful turn around of Godiva Japan's operations which was experiencing a decline... -
Flying the Coop: TeleSign's Incubator Exit
Leadership & Managing People Case Study11.95View Details Ryan Disraeli, Darren Berkovitz, and Stacy Stubblefield co-founded TeleSign, an internet security company, while employees in an incubator called Curious... -
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... -
Bancaja: Developing Customer Intelligence (B)
Sales & Marketing Case Study5.00View Details Supplements the (A) case. -
Citibank: Launching the Credit Card in Asia Pacific (A)
Sales & Marketing Case Study11.95View Details Consumer Bank pondered the possibilities of launching a credit card in the Asia Pacific region. The bank's New York headquarters, and several of its country... -
Reorganize for Resilience: Putting Customers at the Center of Your Business
38.00View Details In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies... -
Marketing Transformation at Mastercard
Sales & Marketing Case Study11.95View Details Since 2013, Mastercard CMO M. V. Rajamannar (Raja) had transformed the firm's marketing by using unique experiences, digital technology, and social media... -
Airbnb, Etsy, Uber: Acquiring the First Thousand Customers
Sales & Marketing Case Study11.95View Details By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to... -
Marketing @ Microsoft: The Value of Customer Perception
Sales & Marketing Case Study11.95View Details Quantifying the efficacy of marketing is an age-old challenge. As John Wanamaker said a century ago, "Half the money I spend on advertising is wasted;... -
Cobalt Robotics: Scaling Workplace Robotics
Management Case Study11.95View Details Founded in 2016, Cobalt Robotics, based in Fremont, California, was a Robot-as-a-Service (RaaS) company that built autonomous workplace robots that were... -
Virtual Vineyards
Technology & Operations Case Study11.95View Details Virtual Vineyards markets wine from small California vineyards directly to consumers through its site on the World Wide Web. It also facilitates fulfillment... -
Hilti Fleet Management (B): Towards a New Business Model
Strategy & Execution Case Study5.00View Details The (B) case tackles the implementation and scaling process of fleet management over the years. Finally, the case explores current challenges facing the... -
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... -
Design Thinking and Innovation at Apple
Innovation & Entrepreneurship Case Study11.95View Details Describes Apple's approach to innovation, management, and design thinking. For several years, Apple has been ranked as the most innovative company in... -
The Maggi Noodle Safety Crisis in India (B)
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... -
British Airways: Using Information Systems to Better Serve the Customer
Technology & Operations Case Study11.95View Details Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer... -
Aardvark
Innovation & Entrepreneurship Case Study11.95View Details Aardvark is an online social search service that allows users to pose questions and receive answers from other users in their extended social network.... -
General Electric vs. Westinghouse in Large Turbine Generators (A)
Strategy & Execution Case Study11.95View Details Describes the U.S. large turbine generator industry in early 1963, a period of severe price cutting and depressed industry conditions. Presents data to...
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Fighting Bias on the Front Lines
Diversity and inclusion Magazine ArticleLearn to detect subtle discrimination in your customer service. -
Citibank: Global Customer Management
Strategy & Execution Case Study11.95View Details Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets... -
How Direct-to-Consumer Brands Can Continue to Grow
Strategy Magazine ArticleThey need to revise the marketing innovations that gave them early momentum. -
H.E. Butt Grocery Co.: A Leader in ECR Implementation (A) (Abridged)
Technology & Operations Case Study11.95View Details Describes the industry context that has resulted in the development of efficient consumer response (ECR) within the grocery industry and its adoption... -
One Number You Need to Grow
Sales & Marketing Magazine ArticleCompanies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of... -
Godiva Japan: Think Local, Scale Global
Sales & Marketing Case Study11.95View Details This case tracks Jerome Chouchan's strategies and execution for a successful turn around of Godiva Japan's operations which was experiencing a decline... -
Flying the Coop: TeleSign's Incubator Exit
Leadership & Managing People Case Study11.95View Details Ryan Disraeli, Darren Berkovitz, and Stacy Stubblefield co-founded TeleSign, an internet security company, while employees in an incubator called Curious... -
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... -
How to Gain a Competitive Advantage on Customer Insights
Technology & Operations Digital ArticleThe most valuable data is the data your competitors don't have. -
Are You Tracking the Customer Service Metrics That Really Count?
Customer service Digital ArticleDon’t just focus on tactical, operational goals. Ask what your customers are actually experiencing — and continuously push for improvement.