Coronavirus: Five Rules for Growing Customer Coronavirus: Five Rules for Growing CustomerLoyalty - SOLD OUT

Please join us for a Zoom webinar with MIT Senior Lecturer Dr. Jonathan Byrnes HBS DBA ’80 about growing customer loyalty during the coronavirus pandemic.

The looming supply disruption from coronavirus – along with tariffs, and other factors – offers historical opportunities for companies to build or destroy customer goodwill.

Much is being written about how to manage the supply chain threat of coronavirus. The equally important, longer-lasting challenge is managing your customers through the crisis period to maximize their long-term loyalty and profitability.

For companies that get this right, the upside is enormous. Firms getting this wrong will suffer consequences for years to come.

In this webinar, Dr. Byrnes will explain how to develop a pragmatic customer management strategy for this difficult period based on five rules:

  • Prioritize your customers by profitability
  • Incorporate your emerging channel strategies
  • Align sales compensation with your priorities
  • Develop product substitution groups
  • Prevent over-ordering

Tuesday, April, 28, 2020
5:00 – 6:00PM


HCSF Zoom Webinar (dial-in information will be sent on Tuesday, April, 28 at noon to those who RSVP)
Make sure you are all set to use Zoom before you join the conference (log-in the day before to try it out). The event will start on time. Click here to "GET STARTED" on ZOOM.

Speaker Bio:

Jonathan L.S. Byrnes HBS DBA ’80 is Senior Lecturer at MIT, where he has taught at the graduate level and in executive programs for thirty years. He is the author of Islands of Profit in a Sea of Red Ink, which named to its 2010 list of Best Books for Business Owners. He is co-author of the forthcoming book, Choose your Customer: How to Compete Against the Digital Giants and Thrive.

He is Past President of the Harvard Alumni Association; he served for four years on the Harvard Business School Alumni Board, for two years on Harvard’s Committee on Shareholder Responsibility, and for six years on the Board of Directors of Harvard Magazine.

He has authored over two hundred books, articles, cases, notes, and expert submissions. He wrote a monthly column on managing profitability, called “The Bottom Line,” in Harvard Business School’s Working Knowledge e-newsletter for four years, and he is currently posting a monthly podcast called “Profit Levers”.

Dr. Byrnes is the founding partner of Profit Isle, a SaaS company that has created proprietary big data profit analytics that have produced sustained 10-30% year-to-year profit increases on tens of billions of dollars of client revenues.

He has advised over one hundred major companies, healthcare institutions, and industry associations, Dr. Byrnes has led a number of projects that have produced high value and lasting innovations, including direct development of profit-based market segmentation, profit mapping, vendor managed inventory, and pipeline inventory systems. Dr. Byrnes serves on the Board of Directors of MSC Industrial Direct (NYSE - MSM).