HBSP (USA)
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LA LISTA HBR: Ideas innovadoras para 2009
Warren, Elizabeth; Tyagi, Amelia; Collier, Paul; Warnholz, Jean-Louis; Cuddy, Amy J.C.; Sviokla, John; Goldstein, Noah J.; Fisman, Raymond; Saffo, Paul; Pall, Gurdeep Singh; McGrath, Rita Gunther; Benyus, Janine M.; Pauli, Gunter A.M.; Norton, Michael I.; Schwartz, Peter; Christakis, Nicholas A.; Suarez-Orozco, Marcelo; Bremmer, Ian; Pujadas, Juan; Jurvetson, Steve; McCreary, Lew; Ilube, Tom; Pentland, Alex "Article HBS-R0902AKnowledge and CommunicationNuestro estudio anual de las ideas y tendencias que harán un impacto en el negocio: Elizabeth Warren y Amelia Tyagi creen crédito al consumo debe hacerse tan seguro como cualquier otro producto. Paul Collier y Jean-Louis Warnholz revelan un clima cada vez más favorable a la inversión en el África subsahariana. Amy J. C. Cuddy afirma que el calor y la competencia no son mutuamente excluyentes. John Sviokla predice un aumento de los préstamos peer-...Starting at €8.20
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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
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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
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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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Designing Specific Growth Initiatives: A Discovery-Driven Approach
McGrath, Rita Gunther; MacMillan, Ian C.Book Chapter HBS-3070BC-EOnce corporate leadership has defined what success should look like for the whole portfolio of new initiatives it will be pursuing, the next step is to flesh out discovery-driven plans for each of the major initiatives. This chapter shows you how to connect your growth strategy and internal processes to your specific strategic initiatives and provides an example of how to start a discovery-driven plan. This chapter is excerpted from "Discovery-Dr...Starting at €8.20
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Designing the Business Model Architecture: Executing Specific Growth Opportunities Using Discovery-Driven Planning
McGrath, Rita Gunther; MacMillan, Ian C.Book Chapter HBS-3071BC-EIn reality, your strategy is what projects you are working on and how you run them, not what's printed on an annual report or posted on your website. Thus, whether you are a CEO or someone else in the organization, you must have the right practices in place to manage strategic growth initiatives effectively. This chapter addresses how to design the fundamental business that will generate growth, including establishing the viability of a business,...Starting at €8.20
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Actively Managing and Redirecting Projects: Executing Specific Growth Opportunities Using Discovery-Driven Planning
McGrath, Rita Gunther; MacMillan, Ian C.Book Chapter HBS-3073BC-EIn an emerging business, you will learn a lot from situations that reveal how close your assumptions are to what is actually unfolding. Sometimes, these situations or events occur naturally as you work on developing a business. Other times, you'll have to deliberately create a management intervention to get at the information. Either way, these events can be used as checkpoints in the discovery-driven plan to deliberately structure the systematic...Starting at €8.20
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Implementing Discovery-Driven Growth: What Other Firms Have Done and How You Can Make It Work for You
McGrath, Rita Gunther; MacMillan, Ian C.Book Chapter HBS-3074BC-EIt is axiomatic that before change can take place in an organization, there has to be some reason for it. In the case of discovery-driven growth (DDG), the impetus is almost always someone who recognizes problems in the organization's current tools and approaches to growth or innovation or who is frustrated with the poor track record of growth programs. This chapter provides real-world examples of why some companies decided to adopt discovery-dri...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