©2007UnitedParcelServiceofAmerica,Inc.UPS,theUPSbrandmark,andthecolorbrownareregisteredtrademarksofUnitedParcelServiceofAmerica,Inc.Allrightsreserved.Avery,Marks-A-Lot,theCrownCapDesign,andallotherAverybrandsaretrademarksof,andusedhereunderlicensefrom,AveryDennisonCorporation.…page62INSIDEEMPLOYEES’MINDS…page72WHO’SAGENIUS?…page121May2007www.hbr.orgMakingCUTthe62SurvivingYourNewCEOKevinP.CoyneandEdwardJ.Coyne,Sr.72InnerWorkLife:UnderstandingtheSubtextofBusinessPerformanceTeresaM.AmabileandStevenJ.Kramer84StrategiestoCrackWell-GuardedMarketsDavidJ.BryceandJeffreyH.Dyer96CustomerFocus98SiloBusting:HowtoExecuteonthePromiseofCustomerFocusRanjayGulati110EvenCommoditiesHaveCustomersFrançoisM.Jacques22FORETHOUGHT37HBRCASESTUDYTheDarkSideofCustomerAnalyticsThomasH.DavenportandJeanneG.Harris51FIRSTPERSONBackinFashion:HowWe’reRevivingaBritishIconStuartRose121DIFFERENTVOICEPickingWinnersAConversationwithMacArthurFellowsProgramDirectorDanielJ.Socolow128BESTPRACTICETheValueCaptor’sProcess:GettingtheMostoutofYourNewBusinessVenturesRitaGuntherMcGrathandThomasKeil142EXECUTIVESUMMARIES148PANELDISCUSSIONTobebetterthanthecompetition,youcan’thavethemasyourparentcompany.©2007BMWofNorthAmerica,LLC.TheBMWname,modelnamesandlogoareregisteredtrademarks.ItisourfirmbeliefatBMWthatremainingindependentisessentialtowhoweare.Weholdfiercelytothisautonomybecauseweknowthedaywegiveitupisthedaywewillbeaskedtocompromiseourideas.Perhapsnotatfirst,butsomewheredowntheline,wewouldhavetogiveupsomethingthatmakesourcarsgreat.Andtousthat’sjustunthinkable.AtBMWideasareeverything.AndwemakesuregreatideasliveontobecomeUltimateDrivingMachines.®bmwusa.comCoverArt:BrianStauffer62SurvivingYourNewCEOKevinP.CoyneandEdwardJ.Coyne,Sr.YourcompanyjusthiredanewCEO,andyoufigurethatareor-ganization–maybeevenafewterminations–couldbeontheway.You’renotworried,though:Yoursolidrecordandexcellentreputationasaseniorexecutivemeanyou’resafe.Right?Wrong.72InnerWorkLife:UnderstandingtheSubtextofBusinessPerformanceTeres...
