HBSP (USA)
-
Why Satisfaction Surveys Fail
Reichheld, FredBook Chapter HBS-8177BC-EStrategyThis chapter looks at why you cannot build an effective customer-feedback system based on the shaky foundation of current satisfaction-survey methods and practices. This chapter was originally published as Chapter 5 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
-
Bad Profits, Good Profits, and the Ultimate Question
Reichheld, FredBook Chapter HBS-8185BC-EStrategyBad profits choke off a company's best opportunities for true growth, they endanger its reputation, and alienate customers and demoralize employees. This chapter shows companies how to tell the difference between good and bad profits and asks the ultimate question that will determine the future of your business. This chapter was originally published as Chapter 1 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
-
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
-
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
-
Transition at DataCo (Spanish Version)
Cespedes, Frank V.; Knoop, Carin-IsabelCase HBS-818S06EntrepreneurshipEl fundador de una compañía de análisis de datos, Stefan Brecht, tiene varios problemas con su desarrollador de negocios clave y el jefe de marketing y ventas, Tamara Smithson. Smithson, un alquiler principios que habían sido fundamentales en la construcción de la empresa funciona como un miembro, no se atreve a delegar tareas y clientes, y, como Brecht lo ve "a menudo pone los asuntos del cliente por delante de las necesidades y procedimientos d...Starting at €8.20
-
Maximizing Revenues in the Minor Leagues (Spanish version)
Cespedes, Frank V.; Winig, Laura; Lovelock, Christopher H.Case HBS-209S22MarketingWhen students have the English-language PDF of this Brief Case in a coursepack, they will also have the option to purchase an audio version. The marketing director of a new minor-league baseball team must design, conduct, and then interpret survey research to determine optimal ticket pricing that will yield large attendance figures and contribute to the owner's goal of breaking even in the first year of play. The pricing assignment becomes more c...Starting at €8.20
-
PV Technologies, Inc.: Were They Asleep at the Switch (Spanish Version)
Cespedes, Frank V.; Badame, DianeCase HBS-913S02MarketingPV Technologies, Inc. es un fabricante líder en la industria de los inversores fotovoltaicos utilizados para convertir la salida de corriente continua de los paneles solares en corriente alterna de la red eléctrica comercial. En conjunción con una solicitud de propuesta, más grandes realiza los clientes de la compañía una evaluación de rutina y ocupa el tercer PV Tecnologías detrás de dos principales competidores. El director de ventas y marketin...Starting at €8.20
-
Andrew Ryan at VC Brakes (Spanish version)
Cespedes, Frank V.; Yong, SunruCase HBS-915S01Leadership and People ManagementAn aftermarket brake component manufacturer, VC Brakes, is bought out by a global automotive parts corporation after the 2008 financial crisis. Unlike its previous parent company, the new owner attempts to change VC Brakes' autocratic management style and finger-pointing culture with a Total Quality Management (TQM) program. Andrew Ryan is a senior manager at VC Brakes. With the guidance of a strong mentor and a reputation as a successful change ...Starting at €8.20
-
Cracking the Product Management Code (Spanish version)
Cespedes, Frank V.; Beckham, HeatherCase HBS-917S20MarketingPemberton Products is a U.S. market leader in the cookie and bakery snacks segment of the sweet snack market. Looking to expand into the salty snack market, the company acquires Krispy Inc., a maker of salty snack crackers located in the southeastern U.S. To compete with premium cracker brands, Pemberton plans to reformulate and re-launch the Krispy brand as "Krispy Natural," which offers natural ingredients, improved taste, and revised packaging...Starting at €8.20
-
Olympia Machine Company, Inc. (Spanish Version)
Cespedes, Frank V.; Shapiro, Benson P.Case HBS-709S04MarketingEl equipo de dirección de un proveedor de equipos industriales está debatiendo método para compensar los vendedores de la compañía. Diferentes ejecutivos han ofrecido diferentes alternativas al método actual de salario fijo más los gastos. Cada opción tiene diferentes implicaciones para la estrategia de negocios, organización, sistemas de control, y los requisitos de gestión de ventas. Como resultado, el caso plantea cuestiones y análisis pertine...Starting at €8.20