The Dark Side Of Customer Analytics

Topics: Harvard Business School, Business school, Harvard University Pages: 149 (70809 words) Published: December 19, 2014
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 claim that they offer solutions –
packages of products and services that are hard to copy and
can command premium prices. To truly solve customers’ problems, however, companies often have to make significant changes to their structures, processes, and mind-sets.

Even Commodities Have Customers
François M. Jacques

98

Who would have thought there’d be so much differentiation
opportunity in cement? Someone clever enough to apply marketing’s most basic tools, it turns out. If it works for cement, it could work for your commodity business, too.

continued on page 8
84

4 Harvard Business Review

|

May 2007

|

hbr.org

Cover Art: Brian Stauffer

110

110

www.symantec.com / vision

June 12-14, 2007 | The Venetian | Las Vegas, Nevada, U.S.A.

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is connected to an accurate assessment of the risks involved is connected to solutions that manage security, availability, and compliance is connected to Symantec Global Services for results that shine from assembly line to the bottom line.

© 2007 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are registered trademarks of Symantec Corporation.

Manage IT risk and cost across your entire operation with the unmatched expertise of Symantec. The first step in dealing with IT risk is to quantify it precisely. Our expert assessments quickly give you the necessary input to select the appropriate solution to fit your needs and budget. And once IT risk is mitigated, the cost advantages throughout your enterprise can be dramatic. Realize the potential in your operation with the help of the Global Services team from Symantec. To contact a representative call 1-877-870-5700 or visit symantec.com/confidence

Confidence in a connected world.

MAY 2007...
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