CISR Working Paper Series: Recent submissions

Now showing items 7-9 of 265

    • USAA: Organizing for Innovation and Superior Customer Service 

      Ross, Jeanne W.; Beath, Cynthia M. (Alfred P. Sloan School of Management, Massachusetts Institute of Technology; Cambridge, MA, 2010-12-01)
      USAA, a diversified financial services firm serving the U.S. military, had long been recognized for outstanding customer service. The company had never operated branches, instead providing services through remote channels, ...

    • IBM: Building the IT Function for a Global Business 

      Woerner, Stephanie L.; Ross, Jeanne W. (Alfred P. Sloan School of Management, Massachusetts Institute of Technology; Cambridge, MA, 2010-12-01)
      In 1993, CEO Louis Gerstner initiated a transformation at IBM that Sam Palmisano continued when he took the reins in 2003. The transformation involved a change from a hardware and software business to a solutions and ...

    • Leveraging the Web for Customer Engagement: A Case Study of BT’s Debatescape 

      Orlikowski, Wanda; Thompson, Simon (Alfred P. Sloan School of Management, Massachusetts Institute of Technology; Cambridge, MA, 2010-05-01)
      Web 2.0 technologies offer a number of capabilities that can help companies do business in new ways. Leveraging those capabilities, however, requires experimentation to learn what strategies, approaches, and applications ...