Preview

The Dark Side Of Customer Analytics

Satisfactory Essays
Open Document
Open Document
70809 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
The Dark Side Of Customer Analytics
INSIDE EMPLOYEES’ MINDS…page 72

www.hbr.org

WHO’S A GENIUS?…page 121

May 2007

62

Surviving Your New CEO
Kevin P. Coyne and Edward J. Coyne, Sr.

72

Inner Work Life: Understanding the Subtext of Business Performance
Teresa M. Amabile and Steven J. Kramer

84

Strategies to Crack Well-Guarded Markets
David J. Bryce and Jeffrey H. Dyer

96

Customer Focus
98

Silo Busting: How to Execute on the
Promise of Customer Focus
Ranjay Gulati

110

Even Commodities Have Customers
François M. Jacques

22

FORETHOUGHT

37

HBR CASE STUDY

The Dark Side of Customer Analytics
Thomas H. Davenport and Jeanne G. Harris

Making the CUT

51

FIRST PERSON

Back in Fashion: How We’re Reviving a British Icon
Stuart Rose
121

DIFFERENT VOICE

Picking Winners
A Conversation with MacArthur Fellows Program Director
Daniel J. Socolow

…page 62

128

BEST PRACTICE

The Value Captor’s Process: Getting the
Most out of Your New Business Ventures
Rita Gunther McGrath and Thomas Keil
142

EXECUTIVE SUMMARIES

148

PANEL DISCUSSION

MAY 2007

Features
62

Surviving Your New CEO
Kevin P. Coyne and Edward J. Coyne, Sr.

62

Your company just hired a new CEO, and you figure that a reorganization – maybe even a few terminations – could be on the way. You’re not worried, though: Your solid record and excellent reputation as a senior executive mean you’re safe. Right?
Wrong.

72

Inner Work Life: Understanding the Subtext of Business Performance

72

Teresa M. Amabile and Steven J. Kramer
New research shows how business performance is driven by workers’ state of mind – and how managers, if they’re not careful, can drive both down.

84

Strategies to Crack Well-Guarded Markets
David J. Bryce and Jeffrey H. Dyer
Despite barriers to entry, companies trying to break into highly profitable industries can defy half a century of economic logic and actually make money.

Customer Focus
96

Introduction

98

Silo Busting: How to Execute on the Promise of Customer Focus
Ranjay Gulati
More and more companies
Continue Reading
View Writing Issues

You May Also Find These Documents Helpful

  • Powerful Essays

    Wacct 505 Week 9 Final Paper
    • 3289 Words
    • 14 Pages

    Wacct 505 Week 9 Final Paper

    Objective: This course is designed to provide you with a general understanding of a variety of financial restructuring and reorganization techniques. Each topic that we discuss describes a transaction that restructures or reorganizes the firm in some particular way. The specific objectives of the course include: (1) to help build a framework for analyzing various corporate restructuring transactions primarily through techniques of financial analysis; (2) to provide a…

    • 3289 Words
    • 14 Pages
    Powerful Essays
    Read More
  • Powerful Essays

    Chipotle Dissertation
    • 13547 Words
    • 55 Pages

    Chipotle Dissertation

    If corporate bankruptcy does not offer a path to reorganization, many of the jobs at struggling…

    • 13547 Words
    • 55 Pages
    Powerful Essays
    Read More
  • Better Essays

    Re organization and Layoff Issue and Problem Identification Paper
    • 1014 Words
    • 3 Pages

    Re organization and Layoff Issue and Problem Identification Paper

    Some reasons that a company would look at reorganization and layoffs would be that the sales of that company have dropped below what they were projecting. To help with costs they may look at laying people off and then reorganizing the employees that are left to help ensure that the internal structure remains in tact to ensure that the company continues to run smoothly. Most companies see layoffs as a way to save money, however most times this is not the case due to the things that the company has to pay out to the employees that were let go. Alternatives to job cuts include transferring staff to other departments, using fewer contract workers, or cutting wages. Whether it's a termination, where the employee's job is eliminated, or a layoff, where the employee…

    • 1014 Words
    • 3 Pages
    Better Essays
    Read More
  • Good Essays

    Ldr 531 Week 2
    • 969 Words
    • 4 Pages

    Ldr 531 Week 2

    Attitudes in the workplace can range from tame to violent at times. Managers have an obligation to other employees and to the company to keep these attitudes in line with the company's wishes and should make changes accordingly to circumvent these issues from arising again at a later date. In a study conducted by David Maister, 5600 people were asked, “can employee attitudes be shown to be measurably correlated with financial success? The answer, as my study shows, is an unequivocal “Yes”!” (Maister, 2001, p. 1).…

    • 969 Words
    • 4 Pages
    Good Essays
    Read More
  • Best Essays

    Biblical Qualifications for Church Leadership
    • 5465 Words
    • 22 Pages

    Biblical Qualifications for Church Leadership

    [24] Collins, Raymond F. 1 & 2 Timothy and Titus: a commentary. Louisville: Westminster John Knox Press, 2002. pp.126…

    • 5465 Words
    • 22 Pages
    Best Essays
    Read More
  • Powerful Essays

    Critical Issues Paper: Health and Wellness
    • 1730 Words
    • 7 Pages

    Critical Issues Paper: Health and Wellness

    For the state of workplace wellness the question has been asked, "Is your workplace well"? (Press, 1999) The reality of it all is some of the business leaders just don't get it. Why is stress such an issue? Why is depression such an issue? It there isn't some sensitivity to that, then the willingness of the people who hew the wood and draw the water is going to become less and less evident. We are going to have some very real labour problems. (Press, 1999)…

    • 1730 Words
    • 7 Pages
    Powerful Essays
    Read More
  • Good Essays

    High Workplace Stress
    • 1290 Words
    • 6 Pages

    High Workplace Stress

    Darnell Lattal, a writer for PMeZine magazine tell us, “Around the world, safety incidents at work are driven up by the high cost of unaddressed stressors, including fear of punishment, that cause numerous accidents and risky behavior.” Employees are stressed as it is by having to do difficult tasks in small amounts of time to keep their job, but having various stressors such as a position that isn’t to the liking of the worker or a negative a dangerous environment can only worsen this situation even further. Lattal tells us how the U.S. is losing profits by, “U. S. industries lose 75 million working days per year because of on-the-job-stress hazards with $50 billion in related compensation costs, all brought on, in the United States at least, by unsafe employee acts due to job stress.” Not only do these severe accidents cause employees to lose their jobs or injure themselves, but it also causes massive profit losses and this is an issue that affects much more than the worker, rather the entire corporation. “Management often acknowledges that stress is a terrible thing and understands that stress contributes to accidents, yet still views the stressed worker as weak or unskilled in personal self-management,” Lattal tells us in details the public view on workplace stress and how it is viewed trivially instead of taken seriously. As it…

    • 1290 Words
    • 6 Pages
    Good Essays
    Read More
  • Good Essays

    The Affects of Emotions on Job Satisfaction and Commitment in the Workplace
    • 959 Words
    • 4 Pages

    The Affects of Emotions on Job Satisfaction and Commitment in the Workplace

    The workplace is an environment filled with all kinds of people and personalities that come together and work for a common goal. Since it is rare that two people will have the same personality types, workers will always have different ways to solving problems and finding methods to complete tasks. Whether workers express how they are feeling openly or keep to themselves, emotions have an effect on job satisfaction and commitment. Both positive and negative emotions will affect how a person will describe their satisfaction with their job (Fisher 185). Depending on their emotions, workers will either be more committed at the workplace or less committed, and this could change daily.…

    • 959 Words
    • 4 Pages
    Good Essays
    Read More
  • Better Essays

    Organisational Climate – An Indicator to Organisational Health and Performance
    • 5364 Words
    • 22 Pages

    Organisational Climate – An Indicator to Organisational Health and Performance

    behave and work. The attitudes of employees vary in terms of their behavior towards their job,…

    • 5364 Words
    • 22 Pages
    Better Essays
    Read More
  • Satisfactory Essays

    HRM Assignment on Empowerment
    • 1221 Words
    • 5 Pages

    HRM Assignment on Empowerment

    Employee’s attitude towards work gets shaped once they are empowered by being involved in the organisational issues. Since they have been given the go a head and been left to work on their own initiative then this make them view work as something worth to live up to in their day to day lives.…

    • 1221 Words
    • 5 Pages
    Satisfactory Essays
    Read More
  • Good Essays

    The Upside of Anger? - Chapter 4
    • 381 Words
    • 2 Pages

    The Upside of Anger? - Chapter 4

    A researcher doing a case study on emotions in organizations interviewed Laura, a person who is very dissatisfied with her job. Laura described her workplace as cold and unproductive and explained how she is surviving in this hostile environment. It seems that she has learned not to care about her job and sees it as a means to an end. She used to care but now she just goes with it. Everybody need get paid.…

    • 381 Words
    • 2 Pages
    Good Essays
    Read More
  • Satisfactory Essays

    The Upside of Anger?
    • 373 Words
    • 2 Pages

    The Upside of Anger?

    Research shows that acts of co-workers (37 percent) and management (22 percent) cause more negative emotions for employees than do acts of customers (7 percent). What can Laura’s company do to change its emotional climate?…

    • 373 Words
    • 2 Pages
    Satisfactory Essays
    Read More
  • Good Essays

    Laborem exercens
    • 1158 Words
    • 4 Pages

    Laborem exercens

    dimensions of work 3) the value scale of work 4) work and the mystery of creation 5) a spirituality of work 6) work and…

    • 1158 Words
    • 4 Pages
    Good Essays
    Read More
  • Good Essays

    Office Space
    • 443 Words
    • 2 Pages

    Office Space

    Job security for much of society’s employees has become an increasingly large trepidation for those self-thought to be in an uncontrollable situation. Also, the working man’s perspective has the ability to be swayed for better or worse while suppressing years of frustration associated with work. The movie Office Space (1999) provides prime examples of how these corporate and impersonal approaches to their employees can have ominous effects. Office Space displays the psychological torment and stress that people endure in their repetitious work routines and how they react to each predicament they encounter.…

    • 443 Words
    • 2 Pages
    Good Essays
    Read More
  • Good Essays

    Stress at Work
    • 3402 Words
    • 14 Pages

    Stress at Work

    Conflicting or uncertain job expectations and too much responsibility in which employees can feel caught in difficult, seemingly no-win, and ultimately stressful situations during the course of their work day.…

    • 3402 Words
    • 14 Pages
    Good Essays
    Read More

Related Topics