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Show Results For
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All HBS Web
(4,258)
- People (13)
- News (878)
- Research (2,456)
- Events (10)
- Multimedia (6)
- Faculty Publications (1,398)
- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
call centers, with their attendant voice response units (VRUs—also known as automated voice response systems), need not be so inefficient. When a company manages its call center well, effectively linking a triad of service, information...
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- 23 Jun 2017
- News
A 'Pillar' of Entrepreneurship
interview with VentureFizz, Wilcox discusses the bright future of the Boston startup scene, Pillar’s focus on machine intelligence and healthcare technology, and his own approach to investing. “Each meeting, I try to envision the founder...
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- 01 Dec 2007
- News
Where Are the Innovators in Health Care?
No sector of our economy is more in need of innovation than health care, yet its many regulations handcuff entrepreneurs. A consumer-driven health-care system will unlock these shackles to bring about a much-needed entrepreneurial revolution. Health care’s $2.2...
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- 02 Dec 2010
- News
Ten Rules for Entrepreneurs
turn difficult. 6. Manage risk and don’t spend needlessly. Successful entrepreneurs focus on managing their risks to the point where launching a new company is not much more...
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- 01 Mar 2008
- News
Innovation, Inc.
will help it thrive in captivity? Three professors in the School’s Entrepreneurial Management unit who focus on the study of creativity recognize the romantic allure of believing it’s a rare quality bestowed...
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- 17 Apr 2017
- HBS Case
This Turkish Debt Collector Is Customer-friendly
consortium of asset management companies (AMCs) that included the Turkish branch of Lehman Brothers. When Lehman went bankrupt, Turkasset acquired a $200 million portfolio of non-performing loans (NPLs). After that, it continued to...
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- 01 Sep 2011
- News
Capitalism’s False Mantra
Emeritus, and William Meckling. Capitalism has been reeling ever since. That’s the view of Roger Martin (MBA ’81) in his new book, Fixing the Game: Bubbles, Crashes, and What Capitalism Can Learn from the NFL (Harvard Business Review Press). Martin is dean of the...
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- February 1982
- Case
MCI Telecommunications Corp. (B): Customer Service Strategy and Organization
By: John F. Cady and Frank V. Cespedes
Keywords:
Customer Relationship Management;
Customer Focus and Relationships;
Strategy;
Telecommunications Industry
Cady, John F., and Frank V. Cespedes. "MCI Telecommunications Corp. (B): Customer Service Strategy and Organization." Harvard Business School Case 582-108, February 1982.
- 01 Jun 2010
- News
Noted & Quoted
businesses. ” — DEIRDRE LEOPOLD, managing director of MBA admissions and financial aid, commenting on the increasing numbers of women heading to business schools. (Forbes.com, April 16, 2010) “CEOs who actually take the trouble to delve...
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- 29 Jun 2017
- Research & Ideas
Why Uber Is Worth Saving and How To Do It
management style has left in its wake a long line of unhappy stakeholders: regulators, competitors, drivers, customers, and even some partners. Kanter, who wrote a case study on the company after featuring Uber in a recent book, hopes...
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- 01 Mar 2008
- News
Lessons from Private Equity
firms are the management arsenals of many public companies — strategic due diligence, blueprints for action, tying compensation to performance — but they are not applied with sufficient consistency, rigor, or thoroughness. In short, what...
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- 01 Dec 2013
- News
Curing Health Care
back-office burdens from the doctors and support staff to the company. One of the company's software services, for example, translates electronic records from its system to others (no more stuck MRIs), and lets doctors track and manage...
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- 25 Feb 2020
- News
Teachable Moments
dean. Then, in 1991, a chance encounter with Morgan Stanley’s John Mack led to a position on Wall Street as the firm’s chief development officer, responsible for human capital and issues of organizational strategy and change. “Like the best teachers, John was able to...
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- 2011
- Other Unpublished Work
Popularity Profiles: How Customers' Use of a Long-Tail Assortment Relates to their Service Retention
By: Anita Elberse and David A. Schweidel
Keywords:
Customer Relationship Management
- 09 May 2013
- News
Road Trip
MBAxAmerica (mbaxamerica.com) by the students, it's more like a rolling summer job with an entrepreneurial focus and a dash of pro bono consulting, built around visits to seven high-potential companies in the American heartland. Making...
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- 01 Sep 2009
- News
Of Value and Values
On the Horns of an Investment Dilemma Financial management firms that focus on sustainable investing have been gaining ground for twenty years now. As an example, Principles for Responsible Investment (PRI),...
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- 10 Mar 2021
- News
Shattering Glass
much we can ask individual women to do while systemic barriers still exist. We need to make institutional and cultural changes. Have we moved beyond the need to make the business case for creating more diverse workplaces? CA: The narrow View Details
- March 2010 (Revised November 2014)
- Teaching Note
Pandora Radio: Fire Unprofitable Customers?
By: Willy Shih
Teaching Note for [610077].
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- 01 Jun 2018
- News
Floor It
The sci-fi future for cancer treatment has become a reality, with breakthrough therapies that can use a cancer patient’s genetic information to create personalized treatments or employ the body’s immune response to treat disease. But for too many patients, dysfunctions...
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Keywords:
Julia Hanna; illustration by Mengxin Li
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
often fail to take into account the complete value of the customers they are trying to retain. "What's missing from traditional methods is that they focus only on a customer's likelihood to churn, but not on the overall profitability of...
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