Dovetail fuels world-class research at Harvard Business Publishing
As a global name in the leadership development publishing space, Harvard Business Publishing (HBP) is a benchmark for quality and distinction. Read on to get a peek at the customer intelligence that HBP generates and how Dovetail helps them centralize and provide system-wide access to their insights while still enabling teams to stay agile and aligned.
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Learn why Harvard Business Publishing relies on Dovetail to conduct world-class research
As a global name in the leadership development publishing space, Harvard Business Publishing (HBP) is a benchmark for quality and distinction. Read on to get a peek at the customer intelligence that HBP generates and how Dovetail helps them centralize and provide system-wide access to their insights while still enabling teams to stay agile and aligned.
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Centralized customer intelligence to stop repeating work and start building on what is known
Over the past decade, Harvard Business Publishing (HBP) encountered significant challenges due to siloed product development and fragmented customer intelligence across its divisions, including Higher Education, Corporate Learning, and the Harvard Business Review Group. These silos hindered teams from accessing valuable insights and collaborating effectively, leading to inefficiencies and difficulties in knowledge retention, especially when individuals moved teams or left the company.
To address these issues, HBP introduced Dovetail, a platform designed to centralize customer intelligence and foster cross-functional collaboration. This initiative aimed to eliminate redundant work, enhance decision-making processes, and ultimately improve the quality and effectiveness of product development across the organization.
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Company-wide intelligence: Sharing invaluable insights with teams and stakeholders
At the end of each two-week sprint, HBP project teams share reports with stakeholders, which used to be traditional PowerPoints or PDFs summarizing high-level learnings. This format posed challenges as the reports were often digested without context and forgotten. HBP's internal teams, aiming to expand their impact beyond immediate stakeholders, now uses Dovetail to share insights via a single accessible platform. This expands access to intelligence, allowing all HBP employees to explore data and get closer to the customer. With Dovetail, customer intelligence is packaged as interview highlight reels and digestible insights, making it easy for anyone to understand.
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Looking ahead: Standardizing customer intelligence to keep teams agile and aligned
At HBP, the lack of standardized customer intelligence approaches across multiple projects made it difficult to compare studies and understand their nuances, such as how questions were posed or who participated. This hindered the team and stakeholders from easily discovering the full context of their customer data. However, with the introduction of Dovetail, HBP standardized their customer intelligence process, allowing team members to quickly browse key takeaways or delve into detailed data. Dovetail facilitates understanding, supports new team members' learning, and accelerates their integration into HBP’s customer intelligence environment.
