Today''s software makes it easier to track patterns, trends, and even granular details of how customers use products. This data is collected in systems that support marketing, sales, finance, and operations. But many companies aren''t sure how they can best support employees who are overseeing hundreds of unique relationships. They''re grappling with how to manage and use all their data to improve customer retention. And they''re .....more

Executives need guidance about managing their organizations'' engagement with societal issues-including hot-button topics such as gender, climate, and racial discrimination. Success in this realm does not mean avoiding public controversy or achieving unanimous support among key stakeholders, the authors write. Rather, it results from adhering to certain processes and strategies, which they have derived from recent global survey research along .....more

As the new CEO of Boston Consulting Group (BCG) since autumn 2021, Christoph Schweizer had big shoes to fill-his predecessor, Rich Lesser, had tripled the partnership''s total revenues and created digital initiatives that contributed 40+% of 2021 revenues, more than doubling headcount along the way. Schweizer announced plans for fresh growth: he planned to double the partnership''s size and pursue what he called moonshots-dedicated .....more

This case study describes how ZEISS Vision Care China, a subsidiary of the Germany-based ZEISS Group, was transforming itself into a service-oriented business. After the implementation of the transformation towards an agile organization-which involved digitalization and a radical organizational change-the company was beset with numerous issues in 2021, such as chaotic work processes, the increased workload of all staff, the resignation of critical .....more

Lisa Mitchell, Deputy Vice President of Tech Operations at Albright Cancer Centers (ACC), is confronted with significant customer service issues. The current cloud system often malfunctions, causing disruptions for patients and their families. Founded in 1988 by Robert L. Albright after the heart-wrenching loss of his daughter to cancer, ACC has always prioritized compassionate care. By 2023, the center had expanded to over 2,000 staff across various .....more

In 2020, Banco del Barrio (BB) celebrated its12th anniversary since its establishment as a non-bank correspondent. BB had successfully reduced the traditional barriers to accessing financial services for its users at the base of the pyramid. However, the financial services offered had a low utilization rate, so BB was not making significant progress in promoting financial inclusion. In the midst of this scenario, the Vice President of Personal Banking .....more

Being more customer centric starts with being a thoughtful gift giver.

Most companies plan how they manage employees, but how many consider how to manage their customers? Given how important customer-employee relationships are to business, and amid rising reports of customer incivility toward the frontline workforce, organizations are taking a page from people management and learning how to better select, train, evaluate, discipline - and even sometimes fire - customers.

On November 2, 2021, Enrique Lores, CEO of HP, Inc., ended the first online huddle of the week with his executive leadership team. The day was an historic one for the Palo Alto-based global company: six years earlier, HP Inc. came into being after the split of the iconic hardware company into two: HP, Inc. and Hewlett Packard Enterprise. As soon as Lores, who had become CEO the year prior, took over the reins at HP Inc., he immediately began to strategize .....more

In 2022, Hyundai Motor Group had become the world''s third-largest automaker by sales volume. Under Executive Chair Euisun Chung''s leadership, HMG was shaping its vision as a ""game changer"" in the global automotive industry. The company no longer viewed itself as a traditional car manufacturer, but as a provider of smart mobility solutions. The case study explores Hyundai''s strategies to pivot beyond .....more