Deep Thought from HBS Deep Thinker Das Narayandas

The CX Iconoclast

Das Narayandas is the Edsel Bryant Ford Professor of Business Administration at the Harvard Business School. In this engaging podcast hosted by Richard Owen, Das reflects on their early connection and dives into decades of B2B client relationship expertise. Das shares insights from his groundbreaking marketing dissertation, emphasizing the nuances of long-term supplier-customer dynamics. The conversation seamlessly transitions to the critical aspects of customer selection, service, and the evolving landscape of customer lifetime value (CLV).

As the discussion unfolds, Das offers a unique perspective on strategy, advocating for its dynamic nature and continual alignment with the most attractive customer profiles. The dialogue delves into the realm of AI, with Das recounting his transformative journey during the pandemic, translating complex data science into practical business applications.
Richard and Das explore the intricacies of human-machine interaction in predictive analytics, navigating biases with a "healthy skepticism" approach. The podcast touches on the challenges faced by boardrooms in adapting to data-driven decisions, expressing optimism that analytics will bridge the gap between sales and marketing.
The conversation extends to organizational structures, proposing innovative approaches to team organization based on sales process operational stages. They uncover downstream effects of improper customer targeting, highlighting the growing trend of integrating support and customer success teams more strategically into the overall organization, rather than as an afterthought.
As the podcast wraps up, Das provides a glimpse into the future of analytics, introducing the concept of "augmented intelligence" and sharing a compelling "Aha Moment" that underscores the power of predictive analytics in shaping business strategies. Tune in for an enlightening discussion that promises valuable insights for both seasoned professionals and those navigating the evolving landscape of customeranalytics and AI.

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