The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose September 25, 2025 Customer-centric organizations follow a simple principle: Prioritizing customer needs and desires leads to growth, innovation, profitability and more. A 2021 McKinsey analysis found that U.S. leaders in customer experience achieved more than […]
Carolyn Geason-Beissel/MIT SMR | Getty Images Summary: Most executives assume that if they plan thoroughly, a strategic path will reveal itself. But that won’t work today. What will is paying attention to two questions: “What forces are shaping this situation?” and “How should we respond?” Specifically, it means considering a situation’s time horizon, from short […]
You search for toothpaste online. While browsing a retailer’s app or checking your email, you see an ad for toothpaste. After that, you return to the site and make the purchase. The retailer now knows what you browsed, what you bought, and which ad you saw before checking out. It connects your initial search, your […]
Related Reading A. Tomaselli and O.A. Acar, “,” MIT Sloan Management Review, Sept. 19, 2024. A. Gvirtz and O.A. Acar, “,” MIT Sloan Management Review, Oct. 26, 2023. Many marketing leaders recognize the opportunity of using generative AI for marketing but struggle with a fundamental question: Where to begin? The challenge isn’t whether to adopt […]
Business leaders and employees make dozens of communication choices each day, from what to say to how to say it. In a recent research paper, we (three academics) focus on one such small decision—whether to use exclamation points—as a window into how people navigate the mundane choices that characterize so much of day-to-day communication. #Dont […]
Successfully transitioning out of a senior leadership role requires intention, structure, and emotional maturity. #Art #Executive #Exit
An increasingly complex regulatory landscape creates opportunities for small and medium-sized businesses to win on compliance. #SMEs #Prepare #EUs #Regulations
Topics Data, AI, & Machine Learning AI & Machine Learning Column Our expert columnists offer opinion and analysis on important issues facing modern businesses and managers. More in this series Carolyn Geason-Beissel/MIT SMR | Getty Images Summary: Business leaders are now rethinking workflows, organizational design, and other disciplines as their companies embrace artificial intelligence and […]
A curated list from one of HBR’s most popular newsletters. #Favorite #Management #Tips #Motivating #Team
Two years ago, licensing deals with AI developers amounted to about $75 million. This year the figure will be about $20 billion—and next year it could be twice that. #Company #License #Content
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