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How do you keep your customers coming back-and get them to bring others?If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place.This collection of HBR articles will help you:- Turn angry customers into loyal advocates- Get more people to recommend you- Boost customer satisfaction by satisfying your employees- Focus on profitable customers--whether they're loyal or not- Invest in the right CRM technology for your business- Mine customer data for more effective marketing- Increase your customers' lifetime value

The best way to select emerging markets to exploit is to evaluate their size or growth potential, right? Not according to Krishna Palepu and Tarun Khanna. In Winning in Emerging Markets, these leading scholars on the subject present a decidedly different framework for making this crucial choice.The authors argue that the primary exploitable characteristic of emerging markets is the lack of institutions (credit-card systems, intellectual-property adjudication, data research firms) that facilitate efficient business operations. While such "e;institutional voids"e; present challenges, they also provide major opportunities-for multinationals and local contenders.Palepu and Khanna provide a playbook for assessing emerging markets' potential and for crafting strategies for succeeding in those markets. They explain how to: Spot institutional voids in developing economies, including in product, labor, and capital markets, as well as social and political systems Identify opportunities to fill those voids; for example, by building or improving market institutions yourself Exploit those opportunities through a rigorous five-phase process, including studying the market over time and acquiring new capabilitiesPacked with vivid examples and practical toolkits, Winning in Emerging Markets is a crucial resource for any company seeking to define and execute business strategy in developing economies.

In their first book, Ten Rules for Strategic Innovators, the authors provided a better model for executing disruptive innovation. They laid out a three-part plan for launching high-risk/high-reward innovation efforts: (1) borrow assets from the existing firms, (2) unlearn and unload certain processes and systems that do not serve the new entity, and (3) learn and build all new capabilities and skills.In their study of the Ten Rules in action, Govindarajan and Trimble observed many other kinds of innovation that were less risky but still critical to the company's ongoing success. In case after case, senior executives expected leaders of innovation initiatives to grapple with forces of resistence, namely incentives to keep doing what the company has always done--rather than develop new competence and knowledge. But where to begin?In this book, the authors argue that the most successful everyday innovators break down the process into six manageable steps:1. Divide the labor2. Assemble the dedicated team3. Manage the partnership4. Formalize the experiment5. Break down the hypothesis6. Seek the truth.The Other Side of Innovation codifies this staged approach in a variety of contexts. It delivers a proven step-by-step guide to executing (launching, managing, and measuring) more modest but necessary innovations within large firms without disrupting their bread-and-butter business.

Think of the toughest problems in your organization or community. What if they'd already been solved and you didn't even know it? In The Power of Positive Deviance, the authors present a counterintuitive new approach to problem-solving. Their advice? Leverage positive deviants--the few individuals in a group who find unique ways to look at, and overcome, seemingly insoluble difficulties. By seeing solutions where others don't, positive deviants spread and sustain needed change.With vivid, firsthand stories of how positive deviance has alleviated some of the world's toughest problems (malnutrition in Vietnam, staph infections in hospitals), the authors illuminate its core practices, including: Mobilizing communities to discover "e;invisible"e; solutions in their midst Using innovative designs to "e;act"e; your way into a new way of thinking instead of thinking your way into a new way of acting Confounding the organizational "e;immune response"e; seeking to sustain the status quoInspiring and insightful, The Power of Positive Deviance unveils a potent new way to tackle the thorniest challenges in your own company and community.

Business model innovation is the key to unlocking transformational growthbut few executives know how to apply it to their businesses. In Seizing the White Space, Mark Johnson gives them the playbook.Leaving the rhetoric to others, Johnson lays out an eminently practical framework that identifies the four fundamental building blocks that make business models work. In a series of in-depth case studies, he goes on to vividly illustrate how companies are using innovative business models to seize their white space and achieve transformational growth by fulfilling unmet customer needs in their current markets; serving entirely new customers and creating new markets; and responding to tectonic shifts in market demand, government policy, and technologies that affect entire industries. He then lays out a structured process for designing a new model and developing it into a profitable and thriving enterprise, while investigating the vexing and sometimes paradoxical managerial challenges that have commonly thwarted so many companies in their unguided forays into the unknown.Business model innovators have reshaped entire sectorsincluding retail, aviation, and mediaand redistributed billions of dollars of value. With road-tested frameworks, analytics, and diagnostics, this book gives executives everything they need to reshape their businesses and achieve transformative growth.

Who drives transformation in society? How do they do it?In this compelling book, strategy guru Roger L. Martin and Skoll Foundation President and CEO Sally R. Osberg describe how social entrepreneurs target systems that exist in a stable but unjust equilibrium and transform them into entirely new, superior, and sustainable equilibria. All of these leaders--call them disrupters, visionaries, or changemakers--develop, build, and scale their solutions in ways that bring about the truly revolutionary change that makes the world a fairer and better place.The book begins with a probing and useful theory of social entrepreneurship, moving through history to illuminate what it is, how it works, and the nature of its role in modern society. The authors then set out a framework for understanding how successful social entrepreneuars actually go about producing transformative change. There are four key stages: understanding the world; envisioning a new future; building a model for change; and scaling the solution. With both depth and nuance, Martin and Osberg offer rich examples and personal stories and share lessons and tools invaluable to anyone who aspires to drive positive change, whatever the context.Getting Beyond Better sets forth a bold new framework, demonstrating how and why meaningful change actually happens in the world and providing concrete lessons and a practical model for businesses, policymakers, civil society organizations, and individuals who seek to transform our world for good.

Imagine, if you can, the world of business - without corporate strategy. Remarkably, fifty years ago that's the way it was. Businesses made plans, certainly, but without understanding the underlying dynamics of competition, costs, and customers. It was like trying to design a large-scale engineering project without knowing the laws of physics. But in the 1960s, four mavericks and their posses instigated a profound shift in thinking that turbocharged business as never before, with implications far beyond what even they imagined. In The Lords of Strategy, renowned business journalist and editor Walter Kiechel tells, for the first time, the story of the four men who invented corporate strategy as we know it and set in motion the modern, multibillion-dollar consulting industry:Bruce Henderson, founder of Boston Consulting GroupBill Bain, creator of Bain & CompanyFred Gluck, longtime Managing Director of McKinsey & CompanyMichael Porter, Harvard Business School professorProviding a window into how to think about strategy today, Kiechel tells their story with novelistic flair. At times inspiring, at times nearly terrifying, this book is a revealing account of how these iconoclasts and the organizations they led revolutionized the way we think about business, changed the very soul of the corporation, and transformed the way we work.

To be a successful manager, you need to master the skills that characterize strategic thinking from examining situations to interpreting information and know how to apply those skills on the job. This title helps you learn to: understand what strategic thinking is and why it is valuable; and view strategic thinking as a process.

You've got a good idea. You know it could make a crucial difference for you, your organization, your community. You present it to the group, but get confounding questions, inane comments, and verbal bullets in return. Before you know what's happened, your idea is dead, shot down. You're furious. Everyone has lost: Those who would have benefited from your proposal. You. Your company. Perhaps even the country.It doesn't have to be this way, maintain John Kotter and Lorne Whitehead. In Buy-In, they reveal how to win the support your idea needs to deliver valuable results. The key? Understand the generic attack strategies that naysayers and obfuscators deploy time and time again. Then engage these adversaries with tactics tailored to each strategy. By "e;inviting in the lions"e; to critique your idea--and being prepared for them--you'll capture busy people's attention, help them grasp your proposal's value, and secure their commitment to implementing the solution.The book presents a fresh and amusing fictional narrative showing attack strategies in action. It then provides several specific counterstrategies for each basic category the authors have defined--including: Death-by-delay: Your enemies push discussion of your idea so far into the future it's forgotten. Confusion: They present so much data that confidence in your proposal dies. Fearmongering: Critics catalyze irrational anxieties about your idea. Character assassination: They slam your reputation and credibility.Smart, practical, and filled with useful advice, Buy-In equips you to anticipate and combat attacks--so your good idea makes it through to make a positive change.

Explains how to create a crucial capability for unlocking disruption's transformational power. This book provides a set of tools and approaches to innovation that have been honed through fieldwork with innovative companies like Procter & Gamble, Johnson & Johnson, Pepsi, Intel, Motorola, SAP, and Cisco Systems.

Experts agree: The turbulence triggered by the economic shock of 2008 constitutes the "e;new normal."e; Unfortunately, too many managers have become paralyzed by it, capable only of slashing costs indiscriminately.Though examining spending during recessions makes sense, the smartest executives do much more. As Scott Anthony reveals in The Silver Lining, these leaders continue innovating--by stopping ineffective initiatives, changing key business processes, and starting more productive behaviors. Result? Their companies emerge from downturns stronger than ever.Providing a wealth of ideas, tools, and examples from diverse industries, Anthony explains how to safeguard your company's profitability during even the toughest recessions. You'll discover how to:-Prune your innovation and business portfolio to liberate resources for more promising initiatives- Adopt a radical new market-segmentation scheme that helps you re-feature your offerings to reduce costs while delivering new value to customers- Reinvent your innovation process to drive fresh growth- Mitigate innovation risks by conducting strategic experiments and forging alliances with customers and other external entities- Appeal to increasingly value-conscious customers to fend off low-cost attackersIn today's brutal economic climate, executives must pare costs to the bone while planting and nurturing seeds for tomorrow's growth. The Silver Lining explains how to master this seemingly impossible challenge.

In a world of stiffening competition, business strategy is more crucial than ever. Yet most organizations struggle in this area--not with formulating strategy but with executing it, or putting their strategy into action. Owing to execution failures, companies realize just a fraction of the financial performance promised in their strategic plans.It doesn't have to be that way, maintain Robert Kaplan and David Norton in The Execution Premium. Building on their breakthrough works on strategy-focused organizations, the authors describe a multistage system that enables you to gain measurable benefits from your carefully formulated business strategy. This book shows you how to:Develop an effective strategy--with tools such as SWOT analysis, vision formulation, and strategic change agendasPlan execution of the strategy--through portfolios of strategic initiatives linked to strategy maps and Balanced ScorecardsPut your strategy into action--by integrating operational tools such as process dashboards, rolling forecasts, and activity-based costingTest and update your strategy--using carefully designed management meetings to review operational and strategic dataDrawing on extensive research and detailed case studies from a broad array of industries, The Execution Premium presents a systematic and proven framework for achieving the financial results promised by your strategy.

For the past two decades, Michael Porter's work has towered over the field of competitive strategy. On Competition, Updated and Expanded Edition brings together more than a dozen of Porter's landmark articles from the Harvard Business Review. Five are new to this edition, including the 2008 update to his classic "e;The Five Competitive Forces That Shape Strategy,"e; as well as new work on health care, philanthropy, corporate social responsibility, and CEO leadership. This collection captures Porter's unique ability to bridge theory and practice. Each of the articles has not only shaped thinking, but also redefined the work of practitioners in its respective field. In an insightful new introduction, Porter relates each article to the whole of his thinking about competition and value creation, and traces how that thinking has deepened over time.This collection is organized by topic, allowing the reader easy access to the wide range of Porter's work. Parts I and II present the frameworks for which Porter is best known--frameworks that address how companies, as well as nations and regions, gain and sustain competitive advantage. Part III shows how strategic thinking can address society's most pressing challenges, from environmental sustainability to improving health-care delivery. Part IV explores how both nonprofits and corporations can create value for society more effectively by applying strategy principles to philanthropy. Part V explores the link between strategy and leadership.

We live in a time of relentless change. The only thing that?s certain is that new challenges and opportunities will emerge that are virtually unimaginable today. How can we know which skills will be required to succeed?In Five Minds for the Future, bestselling author Howard Gardner shows how we will each need to master "e;five minds"e; that the fast-paced future will demand: The disciplined mind, to learn at least one profession, as well as the major thinking (science, math, history, etc.) behind it The synthesizing mind, to organize the massive amounts of information and communicate effectively to others The creating mind, to revel in unasked questions - and uncover new phenomena and insightful apt answers The respectful mind, to appreciate the differences between human beings - and understand and work with all persons The ethical mind, to fulfill one's responsibilities as both a worker and a citizenWithout these "e;minds,"e; we risk being overwhelmed by information, unable to succeed in the workplace, and incapable of the judgment needed to thrive both personally and professionally.Complete with a substantial new introduction, Five Minds for the Future provides valuable tools for those looking ahead to the next generation of leaders - and for all of us striving to excel in a complex world.Howard Gardnercited by Foreign Policy magazine as one of the one hundred most influential public intellectuals in the world, and a MacArthur Fellowship recipientis the Hobbs Professor of Cognition and Education at the Harvard Graduate School of Education.

Using the groundbreaking formula they introduced in their book Financial Intelligence: A Manager's Guide to Knowing What the Numbers Really Mean, Karen Berman and Joe Knight present the essentials of finance specifically for entrepreneurial managers.Drawing on their work training tens of thousands of people at leading organizations worldwide, the authors provide a deep understanding of the basics of financial management and measurement, along with hands-on activities to practice what you are reading. You'll discover:Why the assumptions behind financial data matter- What income statements, balance sheets, and cash flow statements really reveal- How to use ratios to assess your venture's financial health- How to calculate return on your investments in your enterprise- Ways to use financial information to do your own job better- How to instill financial intelligence throughout your teamAuthoritative and accessible, Financial Intelligence for Entrepreneurs empowers you to "e;talk numbers"e; confidently with colleagues, partners, and employees-- and fully understand how to use financial data to make better decisions for your business.

Companies that consistently negotiate more valuable agreements in ways that protect key relationships enjoy an important but often overlooked competitive advantage. This book argues that negotiation must be a strategic core competency. It is suitable for CEOs, senior-level managers, HR business leaders, and human resource professionals.

Good feedback is essential to helping employees perform better at work. It lets people know when they are meeting or exceeding expectations, and when they need to get back on the right track. This practical guide shows managers how to develop and refine this necessary skill.

Most managers coach employees by giving them feedback and evaluating their performance, right? Wrong. Coaching differs markedly from other managerial functions. With its tips, worksheets, and self-assessments, this guide shows managers how to use coaching - not only to strengthen direct reports' skills but also to rev up their performance.

Judging by all the hoopla surrounding business plans, you'd think the only things standing between would-be entrepreneurs and spectacular success are glossy five-color charts, bundles of meticulous-looking spreadsheets, and decades of month-by-month financial projections. Yet nothing could be further from the truth. In fact, often the more elaborately crafted a business plan, the more likely the venture is to flop.Why? Most plans waste too much ink on numbers and devote too little to information that really matters to investors. The result? Investors discount them.In How to Write a Great Business Plan, William A. Sahlman shows how to avoid this all-too-common mistake by ensuring that your plan assesses the factors critical to every new venture:The people-the individuals launching and leading the venture and outside parties providing key services or important resourcesThe opportunity-what the business will sell and to whom, and whether the venture can grow and how fastThe context-the regulatory environment, interest rates, demographic trends, and other forces shaping the venture's fateRisk and reward-what can go wrong and right, and how the entrepreneurial team will respondTimely in this age of innovation, How to Write a Great Business Plan helps you give your new venture the best possible chances for success.

Why do good teams fail? Very often, argue Deborah Ancona and Henrik Bresman, it is because they are looking inward instead of outward. Based on years of research examining teams across many industries, Ancona and Bresman show that traditional team models are falling short, and that whats needed--and what works--is a new brand of team that emphasizes external outreach to stakeholders, extensive ties, expandable tiers, and flexible membership.The authors highlight that X-teams not only are able to adapt in ways that traditional teams arent, but that they actually improve an organizations ability to produce creative ideas and execute themincreasing the entrepreneurial and innovative capacity within the firm. Whats more, the new environment demands what the authors call distributed leadership, and the book highlights how X-teams powerfully embody this idea.

Why do businesses consistently fail to execute their competitive strategies? This book presents six imperatives that enable you to do the right strategic projects and do those projects right including, Ideation, Nature, Vision, Engagement, Synthesis, and Transition.

Why do so many global strategies faildespite companies powerful brands and other border-crossing advantages? Seduced by market size, the illusion of a borderless, flat world, and the allure of similarities, firms launch one-size-fits-all strategies.But cross-border differences are larger than we often assume, explains Pankaj Ghemawat in Redefining Global Strategy. Most economic activityincluding direct investment, tourism, and communicationhappens locally, not internationally.In this semiglobalized world, one-size-fits-all strategies dont stand a chance. Companies must instead reckon with cross-border differences. Ghemawat shows you howby providing tools for: Assessing the cultural, administrative, geographic, and economic differences between countries at the industry level and deciding which ones merit attention. Tracking the implications of particular border-crossing moves for your companys ability to create value. Creating superior performance with strategies optimized for adaptation (adjusting to differences), aggregation (overcoming differences), and arbitrage (exploiting differences), and for compound objectives.In-depth examples reveal how companies such as Cemex, Toyota, Procter & Gamble, Tata Consultancy Services, IBM, and GE Healthcare have adroitly managed cross-border differencesas well as how other well-known companies have failed at this challenge.Crucial for any business competing across borders, this book will transform the way you approach global strategy.

Why are your smartest and most successful employees often the worst learners? Likely, they haven't had the opportunities for introspection that failure affords. So when they do fail, instead of critically examining their own behavior, they cast blame outward-on anyone or anything they can. In Teaching Smart People How to Learn, Chris Argyris sheds light on the forces that prevent highly skilled employees for learning from mistakes and offers suggestions for helping talented employees develop more productive responses. Since 1922, Harvard Business Review has been a leading source of breakthrough ideas in management practice-many of which still speak to and influence us today. The HBR Classics series now offers you the opportunity to make these seminal pieces a part of your permanent management library. Each volume contains a groundbreaking idea that has shaped best practices and inspired countless managers around the world-and will change how you think about the business world today.

If your company is like most, it has a handful of people who generate disproportionate quantities of value: A researcher creates products that bankroll the entire organization for decades. A manager spots consumer-spending patterns no one else sees and defines new market categories your enterprise can serve. A strategist anticipates global changes and correctly interprets their business implications.Companies' competitiveness, even survival, increasingly hinge on such "e;clever people."e; But the truth is, clever people are as fiercely independent as they are clever-they don't want to be led. So how do you corral these players in your organization and inspire them to achieve their highest potential?In Clever, Rob Goffee and Gareth Jones offer potent insights drawn from their extensive research. The authors explain how to:-Identify your clever people and their motivations-Shelter your "e;clevers"e; from political distractions that can inhibit their productivity-Help clevers generate even more value by creating clever teams-Manage the unique tensions that can arise when clevers work togetherLeading clever people can be enormously challenging, yet doing so effectively is the key to your organization's sustained success. Lively and engaging, this book provides the ideas, practices, and examples you need to create an environment where your most brilliant people can flourish.

Widely regarded as an innovative, successful biotech firm, Amgen led its industry in revenue and sales growth in 2007. This book reveals the highs and lows it experienced in the race to develop drugs. It takes readers from the time Amgen had just three months of capital in the bank and no viable products in the pipeline to its success.

Business and political leaders talk about what their respective countries must do to compete in the world economy. But what does it really mean for a country to compete, and how do they do this successfully? This book shows how governments set direction and create the climate for a nation's economic development and profitable private enterprise.

Contrived. Disingenuous. Phony. Inauthentic. Do your customers use any of these words to describe what you sellor how you sell it? If so, welcome to the club. Inundated by fakes and sophisticated counterfeits, people increasingly see the world in terms of real or fake. They would rather buy something real from someone genuine rather than something fake from some phony. When deciding to buy, consumers judge an offering's (and a company's) authenticity as much asif not more thanprice, quality, and availability. In Authenticity, James H. Gilmore and B. Joseph Pine II argue that to trounce rivals companies must grasp, manage, and excel at rendering authenticity. Through examples from a wide array of industries as well as government, nonprofit, education, and religious sectors, the authors show how to manage customers' perception of authenticity by: recognizing how businesses "e;fake it;"e; appealing to the five different genres of authenticity; charting how to be "e;true to self"e; and what you say you are; and crafting and implementing business strategies for rendering authenticity. The first to explore what authenticity really means for businesses and how companies can approach it both thoughtfully and thoroughly, this book is a must-read for any organization seeking to fulfill consumers' intensifying demand for the real deal.