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- 2021
- Working Paper
CRM and AI in Time of Crisis
By: Michelle Y. Lu and Navid Mojir
A crisis can affect the incentives of various players within a firm’s multi-layered sales and marketing organization (e.g., headquarters and branches of a bank). Such shifts can result in sales decisions against the firm’s best interests. Motivated by the backlash to... View Details
Keywords: CRM; Artificial Intelligence; AI; B2B Marketing; Decision Authority; Crisis Marketing; Intra-organizational Conflict; COVID-19 Pandemic; Customer Relationship Management; Technological Innovation; Decision Making; Strategy; Health Pandemics; Crisis Management; AI and Machine Learning
Lu, Michelle Y., and Navid Mojir. "CRM and AI in Time of Crisis." Harvard Business School Working Paper, No. 22-035, November 2021.
- 23 Dec 2002
- Research & Ideas
Partnering and the Balanced Scorecard
intra-organizational partnerships, facilitating alignment and partnership with external constituents: customers, suppliers, and communities. The Balanced Scorecard: From Measurement To Management We introduced the Balanced Scorecard (BSC)... View Details
Keywords: by Robert S. Kaplan & David P. Norton
- 12 Jan 2016
- First Look
January 12, 2016
attitudinal v. substantive (re)structuring, and intra-organizational v. inter-organizational bargaining. This short article introduces and comments on essays that evaluate and discuss these dualities. Publisher's link:... View Details
Keywords: Carmen Nobel