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Know Your Customers' "Jobs to Be Done"
Strategy & Execution Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
3 Mistakes First-Time Marketers and Product Designers Make
Customer-centricity Digital ArticleBeing more customer centric starts with being a thoughtful gift giver. -
You Need More Than Data to Understand Your Customers
Sales & Marketing Digital ArticleIt's about building deeper relationships, not simply gathering more information. -
Your Competitors Aren't Always Who You Think They Are
Finance & Accounting Digital ArticleTo understand your customers' expectations, look beyond your industry. -
How Tech Is Transforming Entry-Level, Customer-Facing Jobs
Technology & Operations Digital ArticleTakeaways from a survey of more than 800 customer service reps. -
Cirque du Soleil’s Daniel Lamarre on How to Put Creativity at the Center of Your Strategy
Business and society Digital Article“There is no excuse. Creativity has to be at the forefront.” -
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... -
8 Best Practices for Creating a Compelling Customer Experience
Strategy & Execution Digital ArticleTakeaways from an analysis of the American Customer Satisfaction Index. -
The Explainer: Disruptive Innovation
Clay Christensen's landmark theory--in under two minutes. -
Putting Yourself in the Customer's Shoes Doesn't Work
Sales & Marketing Magazine ArticleA new series of experiments reveals that empathy tends to make marketers more egocentric. -
How to Digitalize Your Sales Organization
Sales Magazine ArticleUse technology, data, and analytics to do it right. -
How Our Hotel Chain Uses Data to Find Problems and Humans to Fix Them
Sales & Marketing Digital ArticleThe combination of analytics and human insight can improve the guest experience. -
Finding the Profit in Fairness
Strategy & Execution Magazine ArticleContrary to conventional wisdom, banking can be both fair and profitable--in fact, fairness can be a source of competitive advantage. The evidence for... -
How to Get Past Your Customers' Lies
Innovation & Leadership Digital ArticleIt's well established market research fact that customers lie. Business history offers innumerable stories of companies that launch whizz-bang new products... -
How Inclusive Brands Fuel Growth
Marketing Magazine ArticleThey unlock new sources of value by meeting the needs of underrecognized customers. -
The Value of Customer Experience, Quantified
Sales & Marketing Digital ArticleIt drives revenue - and we know how much. -
When CEOs Make Sales Calls
Sales & Marketing SpotlightMany senior executives at B2B suppliers see spending time with customers as a way to stay abreast of the market and as part of their job. But the results... -
Lessons on Customer Engagement from Fan Controlled Football
Innovation Digital ArticleThe esports venture uses blockchain to let fans call the shots in real time. -
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... -
The Age of Customer Capitalism
Leadership & Managing People Magazine ArticleModern capitalism can be broken down into two major eras. The first, managerial capitalism, began in 1932 and was defined by the then radical notion that...
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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... -
Hyper Island: A Creative Business School's Disruptive Maneuvers to Hold its Ground in the Education Landscape (B)
Management Case Study5.00View Details Set in two parts the case documents the manoeuvres of a creative digital business school, Hyper Island (HI). Part A is set in December 2019 and narrates... -
HubSpot and Motion AI: Chatbot-Enabled CRM
Sales & Marketing Case Study11.95View Details HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software... -
TD Canada Trust
Finance & Accounting Case Study11.95View Details The case illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational... -
OTISLINE (B)
Technology & Operations Case Study5.00View Details Provides a brief update about the OTISLINE application and service center concept. Includes discussions of the chairman's perception of the impact of... -
Hilti Fleet Management (A): Turning a Successful Business Model on Its Head
Strategy & Execution Case Study11.95View Details This case explores the introduction of fleet management in the construction industry by the premium power tools manufacturer Hilti in 2000. Following... -
Analytics-Driven Transformation at Majid Al Futtaim: Building a Data-Driven, Test-&-Learn Culture to Drive Customer Value across Touchpoints in the Middle East
Strategy & Execution Case Study11.95View Details Majid Al Futtaim (MAF) is a lifestyle conglomerate present in 16 countries in the Middle East and North Africa, with annual revenues of $9.6 billion.... -
DigitalThink: Building a Sales Force
Innovation & Entrepreneurship Case Study11.95View 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:... -
eClinicalWorks: The Paths to Growth
Strategy & Execution Case Study11.95View Details In January 2006, eClinicalWorks (eCW) had an acquisition opportunity that could fundamentally change the way they had done business since the inception... -
The Container Store
Leadership & Managing People Case Study11.95View Details The Container Store (TCS) is a Texas-based retailer of organization and storage solutions. The company prides itself in taking care of its employees first... -
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... -
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... -
GRIT Fitness
Innovation & Entrepreneurship Case Study11.95View Details In December 2018, GRIT Fitness was a growing chain of boutique fitness studios offering a variety of workout classes, including weightlifting, high intensity... -
Porcini's Pronto: "Great Italian cuisine without the wait!"
Technology & Operations Case Study8.95View Details Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known... -
Branding Citigroup's Consumer Business
Sales & Marketing Case Study11.95View Details In Spring 1998, Citicorp and Travelers merged to create a financial powerhouse that united the bank with Travelers' consumer finance and brokerage businesses,... -
Allianz Turkey: Focus on the Customer (B)
Strategy & Execution Case Study14.00View Details At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated... -
LEGO® Products: Building Customer Communities Through Technology
Sales & Marketing Case Study11.95View Details This case takes students through the evolution of LEGO's business model from a traditional product-centric "make and sell" model to a more customer-centric... -
Best Buy
Sales & Marketing Case Study11.95View Details Documents the evolution of Best Buy, an electronics retailer, from its founding in 1966 to its very successful "Concept 2" strategy in 1996, boosting... -
On the Bubble: Startup Bootstrapping
Innovation & Entrepreneurship Case Study11.95View Details Bubble was a software company in the low-code/no-code market, making tools that allowed users without traditional programming backgrounds or technical... -
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...
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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... -
Know Your Customers' "Jobs to Be Done"
Strategy & Execution Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
3 Mistakes First-Time Marketers and Product Designers Make
Customer-centricity Digital ArticleBeing more customer centric starts with being a thoughtful gift giver. -
You Need More Than Data to Understand Your Customers
Sales & Marketing Digital ArticleIt's about building deeper relationships, not simply gathering more information. -
Your Competitors Aren't Always Who You Think They Are
Finance & Accounting Digital ArticleTo understand your customers' expectations, look beyond your industry. -
Hyper Island: A Creative Business School's Disruptive Maneuvers to Hold its Ground in the Education Landscape (B)
Management Case Study5.00View Details Set in two parts the case documents the manoeuvres of a creative digital business school, Hyper Island (HI). Part A is set in December 2019 and narrates... -
How Tech Is Transforming Entry-Level, Customer-Facing Jobs
Technology & Operations Digital ArticleTakeaways from a survey of more than 800 customer service reps. -
HubSpot and Motion AI: Chatbot-Enabled CRM
Sales & Marketing Case Study11.95View Details HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software... -
Cirque du Soleil’s Daniel Lamarre on How to Put Creativity at the Center of Your Strategy
Business and society Digital Article“There is no excuse. Creativity has to be at the forefront.” -
TD Canada Trust
Finance & Accounting Case Study11.95View Details The case illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational...