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The Holland Sweetener Co. vs. NutraSweet (E) (Spanish version)
Brandenburger, Adam; Costello, Maryellen; Kou, JuliaCaso HBS-703S19Dirección estratégicaSupplements the (A) case.Desde 5,74 €
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Why Satisfaction Surveys Fail
Reichheld, FredCapítulo de Libro HBS-8177BC-EDirección estratégicaThis 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."Desde 8,20 €
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Rethinking Negotiation
Nalebuff, Barry; Brandenburger, AdamArtículo HBS-R2106H-EDirección estratégicaFor decades, negotiators have been working out agreements by focusing on interests, not positions. But the messy problem of how to share the gains created by deals has remained unresolved--until now. The answer, argue Yale's Nalebuff and NYU's Brandenburger, lies in accurately identifying and sizing the negotiation "pie," which they define as the additional value produced by an agreement to work together. It's the value over and above the sum of ...Desde 8,20 €
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Design Winning Customer Strategies
Reichheld, FredCapítulo de Libro HBS-8173BC-EDirección estratégicaMeasuring customers' feelings about your organization alone isn't sufficient. Just as you plan how to raise your profits, you must plan how to increase the number of customers who will act as promoters for your organization rather than detractors. This chapter examines how companies have designed winning customer strategies. This chapter was originally published as Chapter 7 of "The Ultimate Question: Driving Good Profits and True Growth."Desde 8,20 €
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Strategy Needs Creativity
Brandenburger, AdamArtículo HBS-R1902C-EDirección estratégicaWhen business school students are taught strategy, they dutifully study mapping the five forces, for example, and drawing a value net, but they know that game-changing strategies come from somewhere more creative. To generate groundbreaking strategies, executives need tools explicitly designed to foster creativity. A number of such tools already exist, often in practitioner-friendly forms. They take their inspiration more from how our thought pro...Desde 8,20 €
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The Enterprise Story--Measuring What Matters
Reichheld, FredCapítulo de Libro HBS-8179BC-EDirección estratégicaThis chapter looks at the case of Enterprise Rent-A-Car, examining the company's quest to tie measurement into action and to increase the number of customer promoters and reduce the number of detractors to improve the overall business. This chapter was originally published as Chapter 4 of "The Ultimate Question: Driving Good Profits and True Growth."Desde 8,20 €
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Bad Profits, Good Profits, and the Ultimate Question
Reichheld, FredCapítulo de Libro HBS-8185BC-EDirección estratégicaBad 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."Desde 8,20 €
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One Goal, One Number: Accountability for Customer Relationships
Reichheld, FredCapítulo de Libro HBS-8167BC-EDirección estratégicaToo many managers have come to believe that increasing shareholder value requires exploiting customer relationships. This chapter discusses why this approach is no longer acceptable and suggests that a trustworthy customer feedback process is necessary to allow free markets to reward organizations that practice Golden Rule behavior and punish those that don't. This chapter was originally published as Chapter 10 of "The Ultimate Question: Driving ...Desde 8,20 €
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Closing the Customer Feedback Loop
Markey, Rob; Reichheld, Fred; Dullweber, AndreasArtículo HBS-R0912C-EServicios y operacionesRealizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that challenge, say three Bain & Company consultants, by creating feedback loops that start at the front line. They forgo elaborate, centralized feedback mechanisms in favor of quickly pollin...Desde 8,20 €
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The Measure of Success: Better Metrics for Customer Satisfaction
Reichheld, FredCapítulo de Libro HBS-8183BC-EDirección estratégicaConventional customer satisfaction measures have proven inaccurate predictors of actual customer behavior or a company's growth. This chapter recounts the author's development and implementation of a better metric for determining what customers think and feel about the companies they do business with, known as a Net Promoter Score (NPS). This chapter was originally published as Chapter 2 of "The Ultimate Question: Driving Good Profits and True Gr...Desde 8,20 €