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HBS Working Knowledge April 21, 2008 Sean Silverthorne	The New Math of Customer Relationships Businesses are experimenting with the idea of creating "owners" out of both customers and employees, who create the highest lifetime value to the organization.
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.
CRM November 20, 2006 Dennis Costello	Leveraging the Employee Life Cycle Retaining good sales reps is a constant challenge for businesses today. Here are four ways to stem sales force turnover.
CRM April 2015 Driggs & Stier	Reap the Rewards of Purpose Activation Spark employee passion with a values-based culture.
Fast Company Tim Stevens	12 Signs Your Company Has An Enviable Workplace Culture There is nothing worse than working in an organization that has a bad culture.
National Defense June 2015 Sandra Evers-Manly	An Ethical Culture: Own it, Live it, Lead it Anyone involved in ethics and compliance within the defense industry should know that to be truly effective, a corporate ethics program requires more than a "check the box" approach
National Defense April 2015 Dave Melcher	Understanding the Value of Ethics Surveys A healthy ethical culture is a critical component of all successful businesses, regardless of size or complexity.
National Defense December 2014 J. Phillip "Jack" London	Our Best Defense -- A Culture of Character One good example of ingrained culture is the Marine Corps. Its mottos of MVP -- mission, values, pride and semper fidelis communicate the Marines' culture of mutual trust, collective pride and self-discipline.
CRM January 2015 Driggs & Stier	From Purpose to Profit Activating a purpose galvanizes employees, drives culture, and boosts the bottom line.
CRM July 2015 Maria Minsker	Great Customer Experience Starts with the Right Corporate Culture Engaged employees make for more satisfied customers
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.
CIO July 1, 2002 Christopher Hoenig	How Does Your Workforce Grow? Effective leadership requires equal parts of long-range planning and regular pruning.
HBS Working Knowledge February 25, 2013 Carmen Nobel	Lean Strategy Not Just for Start-Ups Established companies often experience innovation stagnation. The fix, says Intuit founder Scott Cook, is for these companies to adopt a lean start-up model.
National Defense September 2015 Charles L. Szews	Trust Plays Big Role in Corporate Culture In the defense industry, doing the right thing protects American lives and has national security implications.
HBS Working Knowledge December 20, 2004 Sarah Jane Johnston	How an Order Views Your Company Harvard Professors Benson Shapiro and Kash Rangan bring us up to date on their pioneering research that helped ignite today's intense focus on the customer. The key? Know your order cycle management.
IndustryWeek November 1, 2008 Jonathan Katz	State of the Workforce Report Incentive-based employee referral programs are highly effective.
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.
National Defense May 2015 Marillyn A. Hewson	Trust Builds Value in Business Ethics Programs It helps to have a strong ethical culture. When these principles are embedded into your business environment, it's easier to quickly and transparently handle any issues that arise -- from providing guidance on difficult questions to mediating disputes.
HBS Working Knowledge November 15, 2010 Sean Silverthorne	Connecting Goals and Go-To-Market Initiatives In some respects, developing strategy is the easy part. Executing that strategy in alignment with strategic priorities is where real mastery of management takes place.
CRM July 12, 2013 Carolyn Crews	Create an Exceptional Customer Service Culture Invest in your team to build a talented employee base.
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.
Commercial Investment Real Estate Jan/Feb 2008 Paige Palmer	Personnel Assets To recruit and retain talented professionals, commercial real estate companies must recognize that employees are one of their most valuable assets.
HBS Working Knowledge March 12, 2014	Managing the Family Business: Firing the CEO Firing a CEO is never easy -- but the task gets even more difficult in a family business. John A. Davis discusses when to change out the chief executive.
Registered Rep. April 1, 2014 Mindy Diamond	Culture: Hard to Define, Impossible to Ignore Advisors looking to compare and contrast their own firm to others, often see all similarly situated firms as one and the same. A firm's culture is the one thing that is not a commodity.
CIO May 28, 2014 Martha Heller	How Data Analytics Is Transforming the Real-Estate Industry Data insights are the key to providing customer value. The first steps are creating a culture of innovation and finding a CIO who is a business strategist.
National Defense November 2011 Chris Raymond	Ethical Leadership in a Global Marketplace Business has always been a contact sport. However, winning at any cost isn't winning at all. What's more, cutting ethical corners simply isn't necessary for the global defense industry.
HBS Working Knowledge July 14, 2003	Can We Have Too Much Productivity Improvement? Readers Respond
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?
Inc. April 1, 2004 Michael S. Hopkins	Scott Cook - Intuit Cook is the founder of Intuit, the company that brought you the personal and business financial tools Quicken and Quickbooks.
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.
Entrepreneur May 2007 Mark Henricks	You Know Who? Where to find that perfect new employee? Ask the ones you already have.
HBS Working Knowledge March 29, 2004 Manda Salls	HBS Celebrates Social Enterprise Initiative On the eve of the Social Enterprise Initiative's 10th anniversary, Harvard professor James E. Austin talks about bringing social enterprise to the forefront of business education.
BusinessWeek July 5, 2004	"We Can Adjust in a Measured Way" Philadelphia Fed President Anthony Santomero explains why the central bank may be able raise rates slowly over a long period.
CRM August 28, 2014 McCoy & Urekew	Don't Underestimate the Link Between Customer and Employee Loyalty Lessons we should all learn from Market Basket.
CIO April 29, 2014	Do Leaders Create a Great Company Culture -- or Vice Versa? CIO's Publisher Adam Dennison contends that great leadership and a thriving company culture ultimately support one another, and pays tribute to the legacy of IDG's late Chairman Patrick J. McGovern.
BusinessWeek April 12, 2004	"The Hard Work In Leadership" 3M Chief Exec Jim McNerney talks about his tactics to "get ignition" when it comes to motivating an entire organization
HBS Working Knowledge June 27, 2005 Barber & Strack	People Power: How to Measure It Start with the right set of performance indicators.
CRM June 2010	Employing a Community How Zappos.com became a billion-dollar company - by delivering happiness, an exclusive excerpt from the new book by Zappos.com Chief Executive Officer Tony Hsieh.
BusinessWeek October 25, 2004	A Talk with UTC's Brainy Boss CEO George David says his "intellectual upbringing" molded his style today: "I do not mouth platitudes. I hate corporate-speak."
Inc. April 2005 Adam Hanft	The Case Against Loyalty What's the biggest problem in American business? An excess of loyalty.
HBS Working Knowledge February 1, 2012 James Heskett	Is Support for Small Business Misplaced? Is it time to recognize the advantages of bigness when it comes to employment and economic development? If so, what does this mean for government policy? Are tax policies and other support for small businesses misguided?
BusinessWeek May 14, 2009	Getting the Right People in Key Seats The specifics can vary, even within companies, but our research delivered six important traits that identify "the right people."
HBS Working Knowledge February 27, 2006 Martha Lagace	Corporate Values and Employee Cynicism Positive values are a fixture on corporate mission statements these days. But when leaders fail to live up to the values they've articulated, it's a recipe for employee cynicism.
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.
Financial Planning November 1, 2010 Julie Littlechild	Secrets of Referrals To crack the referral code, my firm, Advisor Impact, went to the one true source of insight on the topic: your clients.
HBS Working Knowledge February 17, 2015 Michael Blanding	HBS Cases:The Battle for San Francisco In San Francisco, tech companies are hoping to make the world a better place -- but the fabric of the city is changing in the process. Technology workers may be threatening the very culture that they came to celebrate.
BusinessWeek May 31, 2004 Michelle Conlin	At Costco, "Good Jobs and Good Wages" Costco CEO disputes Wal-Mart's low-pay model and says in the long run, "it doesn't pay the right dividends."
BusinessWeek August 15, 2005	Social Responsibility: 'Fundamentally Subversive'? Economist Milton Friedman explains how companies are just serving their own interests when they serve the community.
Entrepreneur February 2006 Mark Henricks	Paying in Kind Entrepreneurs are often confused about how to evaluate behaviors and communication skills. How can you ensure employees give service with a smile?