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The Dark Side Of Customer Analytics

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The Dark Side Of Customer Analytics
INSIDE EMPLOYEES’ MINDS…page 72

www.hbr.org

WHO’S A GENIUS?…page 121

May 2007

62

Surviving Your New CEO
Kevin P. Coyne and Edward J. Coyne, Sr.

72

Inner Work Life: Understanding the Subtext of Business Performance
Teresa M. Amabile and Steven J. Kramer

84

Strategies to Crack Well-Guarded Markets
David J. Bryce and Jeffrey H. Dyer

96

Customer Focus
98

Silo Busting: How to Execute on the
Promise of Customer Focus
Ranjay Gulati

110

Even Commodities Have Customers
François M. Jacques

22

FORETHOUGHT

37

HBR CASE STUDY

The Dark Side of Customer Analytics
Thomas H. Davenport and Jeanne G. Harris

Making the CUT

51

FIRST PERSON

Back in Fashion: How We’re Reviving a British Icon
Stuart Rose
121

DIFFERENT VOICE

Picking Winners
A Conversation with MacArthur Fellows Program Director
Daniel J. Socolow

…page 62

128

BEST PRACTICE

The Value Captor’s Process: Getting the
Most out of Your New Business Ventures
Rita Gunther McGrath and Thomas Keil
142

EXECUTIVE SUMMARIES

148

PANEL DISCUSSION

MAY 2007

Features
62

Surviving Your New CEO
Kevin P. Coyne and Edward J. Coyne, Sr.

62

Your company just hired a new CEO, and you figure that a reorganization – maybe even a few terminations – could be on the way. You’re not worried, though: Your solid record and excellent reputation as a senior executive mean you’re safe. Right?
Wrong.

72

Inner Work Life: Understanding the Subtext of Business Performance

72

Teresa M. Amabile and Steven J. Kramer
New research shows how business performance is driven by workers’ state of mind – and how managers, if they’re not careful, can drive both down.

84

Strategies to Crack Well-Guarded Markets
David J. Bryce and Jeffrey H. Dyer
Despite barriers to entry, companies trying to break into highly profitable industries can defy half a century of economic logic and actually make money.

Customer Focus
96

Introduction

98

Silo Busting: How to Execute on the Promise of Customer Focus
Ranjay Gulati
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