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3 items were found using the following search criteria
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IESE Insight. Issue 17. Second Quarter 2013
IESE InsightMagazine REV-39-EFinance, Information Technologies, Leadership and People Management, Marketing, Service and Operations Management, StrategyPeter Fader (Wharton) debunks the myths surrounding customer centricity, urging managers to recontextualize the role of CRM as part of a wider customer-centric strategy. Julián Villanueva (IESE) explains how to design and implement a customer equity dashboard that will serve to pinpoint exactly where the company is gaining and losing value. A. Parasuraman (University of Miami) revisits the original SERVQUAL framework, showing how tried-and-tested...Starting at €22.00
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Leading by Letting Go
IESE InsightArticle ART-2598-ELeadership and People ManagementHow do you avoid giving orders if you are the leader in charge? The story of how a U.S. Navy nuclear submarine crew went from being worst to first provides useful lessons for other managers who find themselves with disempowered teams and without all the answers.Starting at €8.20
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Leveraging inclusiveness: smart ways to diversify your organization
IESE InsightArticle ENT-3911-ELeadership and People ManagementHarvard's Kathleen L. McGinn looks at what companies can do to really promote inclusion. In this interview, she reveals some of the keys for fostering egalitarian gender attitudes and more inclusive organizational cultures, leading to better outcomes for all.Starting at €8.20