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Many companies are embedding processes like providing recommendations, taking orders, upselling and delivering services, with minimal customer contact. Key features of this approach, called product-led growth, or PLG, include free or very low-cost introductory pricing, with higher prices for more functionality (like what's offered by Zoom) and overall ease of use. The authors discuss successful PLG strategies and PLG's potential for both software and non technology firms.

Design thinking offers a way to make business decisions that is especially suited to exploring uncharted territory and solving complex problems. But leaders need to know when to apply it, and they have to prepare both their employees and managers to do so. The authors have identified the characteristics that make an organization "design thinking-ready" along with a strategic approach to adopting it.

In February 2021, the Indian government announced new regulations to increase the accountability of social media companies for misusing their platforms in spreading fabricated news, misinformation, and obscene material. The new rules were not welcomed by some prominent social media companies, including Twitter. The giant microblogging network claimed that the new rules were designed to suppress freedom of speech among the citizens of India, one of the largest democracies of the world. However, Indian regulators argued that the new rules were required to prevent abuse on open social media networks. Twitter contended that it was self-regulated and argued that its users’ voices should not be regulated because it would clearly amount to suppression of the right to free expression. In a changing political and legal environment, how could Twitter meet increasing demands from regulators to moderate content, while remaining aligned with its mission, vision, and ethical standards? Were the self-regulatory mechanisms of social media companies adequately effective without interference from external forces?

This role-playing exercise aims to tackle issues related to inter-organizational collaboration to scale up innovations. The role-playing experience helps learners discover, appreciate, and learn to govern inherent tensions in inter-organizational collaboration. The exercise is set in the Canadian auto parts industry, which could benefit tremendously from more sophisticated robotic technology to assist the manufacturing process. The role play asks learners to engage in an inter-organizational collaboration agreement. Each participant will represent a company whose in-house knowledge, resources or capabilities can contribute to developing a robot.

Presentation to accompany product W27085.

In February 2016, the principal dealer of several European luxury automotive dealerships learned from Audi of America LLC (Audi) that he would have to relocate one of his dealerships to a new location. The relocation would be to a new market area and the dealer would most likely lose his current customer base. Instead, the dealer used the opportunity to create a new business model for auto retailing that could enable him to maintain his market share without having to comply with Audi’s relocation requirement. His new concept, named “Carcierge” and opened in 2016, was showing initial success, but the dealer wondered whether the boutique sales model he developed would be viable in the long run.

In the pandemic, financial inclusion icon BancoSol faces a government-mandated year-long deferral of all loan payments, followed by the sudden Covid death of its CEO. In a Bolivia mired in political turmoil following a failed presidential election, with clients not obligated to pay either interest or principal from March to the end of 2020, the bank faces a severe cash deficit. This is exacerbated by the regulatory determination that, as the deferrals are mandated, loans must be deemed current and performing and resulting profits continue subject to income taxes that must be paid. BancoSol management must decide how to respond to this crisis. When the mandated deferrals come to an end, the bank regulators issue instructions as to how the restructuring must take place. As the total deferred amounts add up to 85% of its loan portfolio, this is a critical matter for BancoSol. Prior to the regulatory instructions, management had painstakingly designed its own restructuring program. Convinced that it is the optimal way to proceed, management strongly recommends its implementation regardless of contradicting the regulatory instructions. The deteriorating financial condition of the bank adds urgency to the decision. In the midst of these issues, in February 2021, Covid suddenly claims the life of the bank's longtime CEO, Kurt Koenigsfest, the architect of the modern BancoSol. With the bank's very existence at stake, Esteban Altschul, the chair of the board of directors, must come to grips with how the restructuring of the deferred loans will take place and how the various management gaps exposed by Koenigsfest's death will be filled. At the same time, convinced that the future leadership of BancoSol is linked to its adaptation to the digital age, Altschul must assess the efforts of the bank to-date in this area and how it should proceed in the future.

In the 1990s most coffee beans were still commodity products, cheaply priced, undifferentiated by quality, often blended, and sold through an exchange. Suppliers were underpaid not only because they sat at the bottom of the value chain but also because margins were very thin. Francesco Illy founded his eponymous coffee company in 1933 with higher ambitions, intending to create an institution respected for both its products and its contributions to society. His son, Ernesto, and grandson, Andrea, pressed on in that tradition--first by implementing better quality-management systems and pioneering direct trade with growers, and then by adopting their new production model at scale. The idea was to incentivize farmers to cultivate more-flavorful beans, thereby generating bigger profits to be shared among all stakeholders and reinvested in further improvement and growth: a virtuous circle of increasing returns. Over the past two decades illy has been accomplishing what it set out to do. Its annual revenue is currently €500 million, with earnings before interest, taxes, and depreciation of nearly €60 million and a compound annual growth rate of 10%. And it pays its growers an average of 30% more than market price for coffee beans and is consistently recognized as one of the world's most socially responsible companies.

Companies have traditionally emphasized leadership competencies, not team competencies. But the transformation of an organization must begin with the transformation of its teams; team leaders and members must commit to new behaviors to escape mediocre or even merely good performance, accelerate innovation, and unleash growth. Drawing on more than a thousand assessments of teams conducted over two decades of research and coaching, the author presents a simple diagnostic that enables leaders to evaluate their teams on critical dimensions that relate to performance. He describes several practices designed to move members away from outdated behaviors and facilitate lasting, positive change: collaborative problem solving, "bulletproofing," candor breaks, red-flag replays, safe words, and open 360s. Although the examples often involve leadership teams, the practices outlined can be used at any level. They can be implemented in any context but are especially effective in virtual environments, where tools permit a broader range of collaborative practices than strictly in-person formats allow.

Interpersonal conflicts are common in the workplace, and it's easy to get caught up in them. But that can lead to reduced creativity, slower and worse decision-making, and even fatal mistakes. So how can we return to our best selves? Having studied conflict management and resolution over the past several years, the author outlines seven principles to help you work more effectively with difficult colleagues: (1) Understand that your perspective is not the only one possible. (2) Be aware of and question any unconscious biases you may be harboring. (3) View the conflict not as me-versus-them but as a problem to be jointly solved. (4) Understand what outcome you're aiming for. (5) Be very judicious in discussing the issue with others. (6) Experiment with behavior change to find out what will improve the situation. (7) Make sure to stay curious about the other person and how you can more effectively work together.

A fitness executive contemplates her next move. This fictional case study by Jon M. Jachimowicz, Francesca Gino features expert commentary by Sarah Robb O'Hagan and Lan Phan.

The former professional wide receiver talks about how he got good at football so quickly, how he proved himself with the NFL as a first-round draft pick for the San Francisco 49ers, how he later mentored younger players, and more.

A fitness executive contemplates her next move. This fictional case study by Jon M. Jachimowicz, Francesca Gino features expert commentary by Sarah Robb O'Hagan, and Lan Phan.

A fitness executive contemplates her next move. This fictional case study by Jon M. Jachimowicz, Francesca Gino features expert commentary by Sarah Robb O'Hagan, and Lan Phan.

It's no secret that short deadlines produce results more quickly than long ones. But who knew that no deadline would prompt the fastest response of all?

Although gender representation among senior leaders has improved since 1980 (there was nowhere to go but up), there's still a lot of work to do. An analysis of Fortune 100 executives' career histories and demographics over the past 40 years shows where companies have made strides toward diversity at the top and where they can do better. To get closer to parity, employers must invest more in leadership development overall and give women more equitable access to growth opportunities.

Founded in 2017, the canned-water company Liquid Death had raised about US$125 million in venture capital funding and created a strong following within the punk and heavy metal communities. However, the brand was seeking to expand and needed to choose the best growth strategy, which involved deciding which customers to target, whether to develop new products or line extensions, how to continue to use promotions and communications to defend the brand’s “cool” and eco-friendly image while appealing to a broader range of consumers, and how to stave off competitive threats.

Presentation to accompany product W28659.

The Procter & Gamble Company (P&G) was facing a proxy attack from Trian Fund Management, L.P. (Trian) after Trian declared a US$3.5 billion position in P&G, equivalent to a 1.5 per cent shareholding, in February 2017. The fund manager called for a reorganization of the company to improve its performance and for a seat on P&G’s board of directors for Trian’s co-founder Nelson Peltz. Over the next few months, both parties discussed Trian’s proposals, but the negotiations broke down in July 2017, and the conflict became public. Trian announced it would put its demands to a vote during the annual shareholder meeting in October. A month before the meeting, P&G CEO David Taylor had to make a recommendation to the board: should the company accept or rebuff Trian’s attempt at gaining influence?

Founded in 2017, the canned-water company Liquid Death had raised about US$125 million in venture capital funding and created a strong following within the punk and heavy metal communities. However, the brand was seeking to expand and needed to choose the best growth strategy, which involved deciding which customers to target, whether to develop new products or line extensions, how to continue to use promotions and communications to defend the brand's "cool" and eco-friendly image while appealing to a broader range of consumers, and how to stave off competitive threats.