FALL 2010 · VOL. 52 · NO. 1


10 Insights: A First Look at The New Intelligent Enterprise Survey

How do you win with data? SMR surveyed global executives about turning the data deluge and analytics into competitive advantage. Here’s an early snapshot of how managers are answering the most important question organizations face.
[size=0.95em]By Michael S. Hopkins, Steve LaValle and Fred Balboni



FEATURES

10 Data Points:

Information and Analytics at Work

Early returns are in from the first annual New Intelligent Enterprise Survey. Here are major highlights of what executives and managers said about how they are — or are not — capitalizing on information.
[size=0.95em]By Nina Kruschwitz and Rebecca Shockley


Designing the Soft Side of Customer Service

In service environments, customers have complex needs. Even in the most mundane encounters, emotions are lurking under the surface. Your job is to make those feelings positive.
[size=0.95em]By Sriram Dasu and Richard B. Chase


Can You Measure the ROI of Your Social Media Marketing?

You can. But it requires a new set of measurements that begins with tracking the customers’ investments — not yours.
[size=0.95em]By Donna L. Hoffman and Marek Fodor


How to Manage Risk (After Risk Management Has Failed)

The corporate world has traditionally taken a flawed approach to risk management, but a better alternative is readily available.
[size=0.95em]By Adam Borison and Gregory Hamm


When Should You Nickel-and-Dime Your Customers?

Every manager who’s ever set a price has had to wrestle with whether to “partition” the elements — charge separately for such things as shipping, installation or warranties — or to bundle everything into one price. Here’s how to decide.
[size=0.95em]By Rebecca W. Hamilton, Joydeep Srivastava and Ajay Thomas Abraham


How SAP Made the Business Case for Sustainability

As SAP’s first-ever chief sustainability officer, Peter Graf was prepared to lay out the business case for sustainability to stakeholders and customers of every kind. But he had to make the case to SAP’s own board of directors first.
[size=0.95em]Peter Graf, interviewed by Michael S. Hopkins


How Sustainability Fuels Design Innovation

The link between sustainability and innovation is commonly mentioned, but not commonly made. Here, new-product design guru Steven Eppinger describes the practice that breeds discovery.
[size=0.95em]Steven D. Eppinger, interviewed by Michael S. Hopkins


The Collaborative Organization: How to Make Employee Networks Really
Work

The traditional methods for driving operational excellence in global organizations are not enough. The most effective organizations make smart use of employee networks to reduce costs, improve efficiency and spur innovation.
[size=0.95em]By Rob Cross, Peter Gray, Shirley Cunningham, Mark Showers and Robert J. Thomas


How Fast Can Innovations Get Big?

Energy sector innovation faces an important hurdle, according to MIT’s Ernest Moniz. How do we reconcile the cultural mismatch between innovators and the establishment?
[size=0.95em]By Martha E. Mangelsdorf