2 MIT SLOAN MANAGEMENT REVIEW FALL 2019 COVER ILLUSTRATION: JOEY GUIDONE/THEISPOT.COMMITSloan Management Review
FALL 2019 • VOLUME 61 • NUMBER 1Editor’s note: Some articles in this issue were originally published online. They have been adapted for print.20
FEATURES
CYBERSECURITY
48 Casting the Dark Web in a New Light
By examining cybercrime through a value-chain lens, we can better
understand how the ecosystem works and find new strategies for
combating it.
BY KEMAN HUANG, MICHAEL SIEGEL, KERI PEARLSON,
AND STUART MADNICKESSAY
56 The Magic That Makes Customer
Experiences Stick
The most memorable experiences are suffused with emotion —
not extra features or value for money.
BY STEFAN THOMKEINNOVATION
64 Creating Digital
Offerings Customers
Will Buy
Find the sweet spot between
what technologies can deliver
and what your customers need.
BY JEANNE W. ROSS,
CYNTHIA M. BEATH,
AND MARTIN MOCKERDATA & DIVERSITY
71 How Algorithms Can Diversify the
Startup Pool
Data-driven approaches can help venture capital firms limit gender
bias and make better, fairer investment decisions.
BY MORELA HERNANDEZ, ROSHNI RAVEENDHRAN,
ELIZABETH WEINGARTEN, AND MICHAELA BARNETT18 SPECIAL REPORT
COLLABORATING WITH IMPACT: ANALYTICS
20 Collaborate Smarter, Not Harder
Through analytics, companies can reduce overload, attrition,
and other costs of collaboration — and increase its rewards.
BY ROB CROSS, THOMAS H. DAVENPORT, AND PETER GRAYCOLLABORATING WITH IMPACT: LEADERSHIP
29 Improving the Rhythm
of Your Collaboration
Alternating between always-on connectivity and heads-down
focus is essential for problem-solving.
BY ETHAN BERNSTEIN, JESSE SHORE, AND DAVID LAZERCOLLABORATING WITH IMPACT: TEAM DYNAMICS
37 It’s Time to Tackle Your
Team’s Undiscussables
Subjects that are consciously or unwittingly deemed out of bounds
come in four varieties and make it almost impossible for teams
to function.
BY GINKA TOEGEL AND JEAN-LOUIS BARSOUX48