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HBS Working Knowledge September 28, 2011 Sean Silverthorne	The Profit Power of Corporate Culture In the new book The Culture Cycle, Harvard Professor Emeritus James L. Heskett demonstrates that developing the right corporate culture helps companies be more profitable and provides sustainable competitive advantage.
HBS Working Knowledge December 22, 2008 James L. Heskett et al.	10 Reasons to Design a Better Corporate Culture Organizations with clearly codified cultures often become better places to work.
HBS Working Knowledge November 10, 2008 Jim Heskett	How Much Can You Ask of Your Customers? Several recent writings suggest that the next phase in the activation of customers will be putting them to work in the service of an organization.
HBS Working Knowledge Jim Heskett	Are Customer Loyalty Initiatives Worth the Investment? How many times have you heard that it costs several times more to attract a new customer than keep an existing one? Or that satisfied, loyal customers become more and more profitable over their lifetime as they purchase new products, updates on old ones, supplies, and services, all the while recruiting others to do the same?
HBS Working Knowledge January 4, 2010	Best of HBS Working Knowledge 2009 Here are the Top 10 articles and Top 5 working papers that appeared in HBS Working Knowledge in 2009.
Financial Planning June 1, 2008 Julie Littlechild	Is Loyalty Enough? When it comes to client relationships, though, client loyalty should not be the primary objective.
HBS Working Knowledge March 7, 2005 Jonathan Byrnes	Achieving Supply Chain Productivity More than anything else, supply chain productivity requires that supply chain managers become experts at knowledge generation and change management.
Financial Advisor April 2007 Grove & Prince	Tune In To America's Core Wealthy Small business owners represent that greatest potential for growth and wealth in America. Historically, they have been a lucrative and complex client for financial advisors and will remain so.
HBS Working Knowledge July 21, 2008 Sean Silverthorne	Solving the Market Resources Allocation Puzzle Harvard Business School professors offer a way for managers to conceptualize the most effective approach for deciding between the myriad marketing options at their disposal.
HBS Working Knowledge July 19, 2010 Julia Hanna	How Mercadona Fixes Retail's 'Last 10 Yards' Problem Spanish supermarket chain Mercadona offers aggressive pricing, yet high-touch customer service and above-average employee wages.
CRM September 1, 2007 Woody Driggs	The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction.
CRM August 28, 2014 McCoy & Urekew	Don't Underestimate the Link Between Customer and Employee Loyalty Lessons we should all learn from Market Basket.
HBS Working Knowledge February 22, 2011 Sean Silverthorne	Most Popular Articles, Papers of the Decade Here's a look back to the most-read articles and working papers in the last decade.
IndustryWeek January 20, 2010 David Blanchard	Transportation Needs to Be Integrated Within a Supply Chain The five levels of an integrated supply chain.
HBS Working Knowledge March 8, 2004	Readers Respond: Are Customer Loyalty Initiatives Worth the Investment? A discussion on customer loyalty and incentives for being a loyal customer.
IndustryWeek August 18, 2010	The New Supply Chain Agenda Subtitled "The Five Steps that Drive Real Value," this book by Reuben E. Sloane appears to be aimed at companies that are still on the fence about the value of supply chain management.
Home Theater October 12, 2009 Mark Fleischmann	Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers.
InternetNews January 16, 2004 Michael Singer	Q&A: RosettaNet CEO Jennifer Hamilton The woman leading B2B standards efforts talks about China's role in the continued growth of e-business, RFID opportunities, and how to improve supply chain management.
BusinessWeek July 19, 2004	UPS's Eskew on "the Next Logical Step" How did the package deliverer decide to become Corporate America's supply-chain manager? The CEO explains.
CRM February 16, 2011 Koa Beck	Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel.
IndustryWeek January 19, 2011	How to Win the Energy Race Overcoming risks to the supply chain will be key to energy and green initiatives.
HBS Working Knowledge March 22, 2004 Manda Salls	Loyalty: Don't Give Away the Store Loyalty programs are profitable--if used correctly. Harvard Marketing professor Rajiv Lal discusses how grocery stores get it wrong. But you can get it right.
IndustryWeek April 20, 2011	Top 11 Priorities for Supply Chain Information Technology Make some supply chain IT investments now. First on the list - make investments now.
IndustryWeek July 22, 2009 Jill Jusko	Areas of Excellence Tompkins Associates offers seven criteria of top-performing supply chains.
IndustryWeek November 17, 2010	Supply Chain Earns a Seat at the Table Chief supply chain officers are becoming more influential within manufacturing circles.
IndustryWeek May 1, 2007 David Blanchard	Supply Chain Management Priorities Increasing customer satisfaction tops the list of supply chain management priorities.
CRM November 1, 2006	The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc.
IndustryWeek April 15, 2009 David Blanchard	Short-Term Strategies Are in Vogue in 2009 Cost management projects supersede long-term IT implementations.
Bank Technology News December 2007 Robert J. Bernabucci	Unlocking the Value in Supply Chain Finance Globalization is driving a growing interest in global supply chain finance.
Registered Rep. October 1, 2005 Matt Oechsli	Seven Steps to a Highly Successful Practice As a financial professional focused on earning the loyalty of affluent clientele, you need to understand the distinction between satisfaction and loyalty. You want satisfied clients, but the hard reality is your loyal clients will not be satisfied by everything you try to do for them.
IndustryWeek June 17, 2009	Thought Leader -- Reducing the Supply Chain Footprint HP's Christian Verstraete brings a systems engineer's eye for the big picture to managing the supply chain's "ecosystem."
BusinessWeek January 7, 2009 Jack & Suzy Welch	The Loyalty Fallacy Faithful but marginal employees often think they're safe. Play fair: Enlighten them.
IndustryWeek June 17, 2009 Josh Cable	Analyze This In an age of abundant information, business analytics can help manufacturers turn their data into a competitive advantage.
IndustryWeek May 1, 2008 David Blanchard	Portrait of a Best-in-Class Supply Chain Aberdeen research identifies how companies identify supply-chain problems and proceed to solutions.
IndustryWeek September 1, 2007 David Blanchard	Supply Chain's Split Personality Cost containment, rather than improved service, is the prevalent supply chain strategy.
Fast Company February 2003 Ryan Underwood	In the hot seat Who: Gary Loveman. Title: CEO, Harrah's Entertainment Inc. Where: Las Vegas, Nevada. Challenge: Come up aces on Harrah's consumer retail strategy.
CRM August 2003 Paul Greenberg	Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction.
Bank Technology News November 2007 John Adams	Feedback: Zions Wants to Plumb the Depths of Your Discontent Zions now believes it's found a way to gather feedback and respond to complaints and suggestions. It's deployed the Allegiance Engage Platform to help analyze and respond in real-time to customer and employee comments and suggestions.
HBS Working Knowledge June 7, 2004 Sarah Jane Johnston	What Drives Supply Chain Behavior? Surprise: Managers are not always rational decision makers. In this interview, Harvard Business School professors Rogelio Oliva and Noel Watson discuss how human behavior affects supply chain coordination.
CIO October 1, 2003 Edward Prewitt	The Loyalty Lag Ten ways to develop the truly loyal employee
Financial Planning January 1, 2013 John J. Bowen, Jr.	How to Increase Client Satisfaction It s not about your skills, it turns out - other factors are more important in maintaining happiness and loyalty.
HBS Working Knowledge September 8, 2003 Julia Kirby	The Missing Link in Supply Chains: People The processes and technologies seem to be in place to deliver smart supply chain management. But we aren't there yet. A roundtable discussion on the people problem.
Investment Advisor April 1, 2011 Angie Herbers	Now Cultures and No Cultures There are really only two kinds of problem employees, and both can be turned into great employees
CIO May 1, 2003 Mohanbir Sawhney	How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions.
Food Engineering December 1, 2005 Karen Schweizer	25th Annual Salary & Job Satisfaction Survey: The Right Fit Improves Satisfaction How do you find employees who will be satisfied and loyal? One key -- provide balance.
HBS Working Knowledge August 4, 2003 Jim Heskett	Are We Facing an Attitude Shortage? There is an increasing scarcity of talent with the attitudes that organizations are seeking.
Food Engineering August 1, 2005	Feeling Squeezed? According to a new technology company, significant revenue growth can be captured by those in the supply chain who are able to add value to their physical products -- with better information and service -- without overburdening employees and operations.
HBS Working Knowledge September 19, 2005 Lauren Keller Johnson	Rethinking Company Loyalty Is there a way for employers and employees to strike a balance when it comes to loyalty -- one that gives organizations the focus and expertise they need to compete and employees the career development opportunities they demand?
IndustryWeek January 1, 2007	Infrastructure Is Integral To Supply Chain Success A company's highest supply chain priorities are demand forecasting, supply planning, inventory management, and sales and operations planning.
HBS Working Knowledge January 2, 2007 Sean Silverthorne	Most Popular Articles of 2006 Open source, innovation, and networks were three business issues that busted out in research and reader popularity in 2006. Here's a recap of twenty-five most popular stories from last year.