HBSP (USA)
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From Score to System: How the Net Promoter Score (NPS) Grew from a Metric to a Management System
Reichheld, Fred; Markey, RobBook Chapter HBS-8573BC-EIn 2003, when loyalty economics expert Fred Reichheld created the Net Promoter Score (NPS) as a new way of measuring how well an organization generates customer loyalty, no one could have predicted how swiftly this easy-to-understand, open-source metric would catch on. Thousands of innovative companies--Apple, American Express, Zappos, Intuit, eBay, Southwest Airlines, and Facebook, to name just a few--adopted the Net Promoter Score as a way to t...Starting at €8.20
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The Measure of Success: How Intuit Became a "Net Promoter" Company--And Boosted Its Profits Through Increased Customer Loyalty
Reichheld, Fred; Markey, RobBook Chapter HBS-8575BC-EBack in the days when every business was a small business, proprietors knew what their customers thought of their products by the looks on their faces: they knew them all personally. But in today's world of giant corporations and big-box stores, most managers never see their customers. Instead, they are laser-focused on how much these customers are spending. If the bottom line is growing, that's good, right? Not necessarily. In this chapter, worl...Starting at €8.20
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How NPS Drives Profitable Growth: The Economic Payoff of High-Quality Customer Relationships--And the Net Promoter System
Reichheld, Fred; Markey, RobBook Chapter HBS-8576BC-EIn today's Web-savvy, customer-driven world, where negative word of mouth about your company's products and services is instantly broadcast over a global PA system, you're smart to focus more closely on your customers as you fight to stay competitive. But building up legions of enthusiastic, loyal customers requires investment. And it requires reducing your company's reliance on "bad profits"--profits earned at the expense of customer relationshi...Starting at €8.20
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The Enterprise Story--Measuring What Matters: How Enterprise Rent-A-Car Set the Industry Standard for Winning Customer Loyalty
Reichheld, Fred; Markey, RobBook Chapter HBS-8577BC-EAt its senior management retreat in 1996, Enterprise Rent-A-Car executives should have been rejoicing: the company was growing fast and had just overtaken Hertz as the number one rental-car agency in the United States. But the festive mood of the retreat was shattered by one slide in an otherwise rosy-looking presentation--customer satisfaction scores were flatlining. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and ...Starting at €8.20
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Kidder, Peabody & Co.: creando beneficios etéreos
Simons, Robert L.; Davila, AntonioCase HBS-102S16Accounting and ControlEl 17 de abril de 1994, Kidder, Peabody & Co. anunció un cargo de $ 350 millones de dólares contra las ganancias resultantes del descubrimiento de los beneficios de explotación falsas. Ese mismo día, la terminación del empleo de Joseph Jett con la compañía se hizo pública. Al ilustrar la mecánica de la contabilidad de bonos, este caso se describe la estrategia de negociación que condujo a la creación de falsos beneficios. También se discuten los ...Starting at €8.20
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Dissension in the Ranks? (A) (Spanish version)
Simons, Robert L.; Weston, Hilary A.Case HBS-102S40Leadership and People Managementhbsp.harvard.edu/jdotStarting at €8.20
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Asea Brown Boveri (Spanish version)
Simons, Robert L.; Bartlett, Christopher A.Case HBS-102S43StrategyIn 1987, two European rivals--Asea AB of Sweden and BBC Brown Boveri Ltd. of Switzerland--merged to form Asea Brown Boveri. The new company employed 150,000 employees in 850 legal entities operating in 140 countries. The case describes the challenges facing Percy Barnevik--the organization's leader--and how he resolved those challenges through staffing, communicating priorities, new structural alignments, and information and reporting systems.Starting at €8.20
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Westchester Distributing, Inc. (B) (Spanish Version)
Simons, Robert L.; Boxwell, Robert J., Jr.Case HBS-103S08Accounting and ControlDescribe las acciones tomadas por el propietario / presidente para resolver el dilema.Starting at €5.74
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The Cross Country Group: Una parte del Todo (B)
Simons, Robert L.; Reinbergs, Indra A.Case HBS-108S16Accounting and ControlComplementa el caso (A).Starting at €5.74
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Planning and Control System (Spanish version)
Simons, Robert L.Case HBS-109S05Accounting and ControlDetailed description of the planning and control systems in use at Johnson & Johnson. Focuses on the actions of managers in one subsidiary in revising budget targets. Illustrates intensive strategic planning and financial planning process in a large, decentralized company. Includes interviews with the president and senior executives concerning benefits of the system. Raises issue of the role of formal control systems in decentralized organization...Starting at €8.20