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All HBS Web
(4,268)
- People (13)
- News (878)
- Research (2,456)
- Events (10)
- Multimedia (6)
- Faculty Publications (1,398)
- 26 Sep 2018
- News
Getting Life Back in Balance
which he started in April 2016, puts his business experience to work, managing everything from roads and cemeteries to libraries and sewerage systems. Within the organization, Gower has focused on increasing workforce morale and fostering...
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- 05 Jun 2013
- What Do You Think?
Do We Need to Extend ‘No Surprises Management?’
commented, ''No Surprises Management seems pretty obvious. Why in the world would you want the people you're counting on to help you achieve your objectives to be blindsided?" Roger Studer added, "Take care of those who take...
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by James Heskett
- March 2016
- Teaching Note
Catalina in the Digital Age
By: Uma R. Karmarkar and Robert J. Dolan
"Catalina in the Digital Age" considers how a company with a dominant market position should evolve its established product lines given the rise of novel digital technologies. Since its founding in 1983, Catalina had enjoyed a distinct position in the world of consumer...
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- 04 May 2020
- Research & Ideas
Predictions, Prophets, and Restarting Your Business
and recovering from a crisis, increasing close rates, the efficiency of a sales model, and its segment focus are strategic issues, not only sales management tasks. Consider: when commerce resumes, what’s the...
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by Frank V. Cespedes
- 16 Jul 2024
- Op-Ed
Corporate Boards Are Failing in Their No. 1 Duty
important responsibility—hiring the appropriate leader for the job: Companies are not grooming successors within the company. Many boards focus primarily on emergency succession in case something happens to the CEO, rather than keeping...
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by Bill George
- 01 Apr 2001
- News
Student Conferences Tackle Business Issues
Each year hundreds of hardworking HBS students volunteer their time to arrange on-campus conferences that attract a wide variety of top-notch speakers, expert panelists, and enthusiastic audience participants. Working through student clubs, MBAs organize gatherings...
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- February 1990 (Revised August 2001)
- Case
Merloni Elettrodomestici SpA: The Transit Point Experiment
By: Janice H. Hammond and Maura G Kelly
Merloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory,...
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Keywords:
Logistics;
Marketing Channels;
Planning;
Time Management;
Distribution Channels;
Competitive Advantage;
Customer Relationship Management;
Information Technology;
Consumer Products Industry;
Italy
Hammond, Janice H., and Maura G Kelly. "Merloni Elettrodomestici SpA: The Transit Point Experiment." Harvard Business School Case 690-003, February 1990. (Revised August 2001.)
- 01 Jun 2008
- News
Immersion Program Digs Deep
see what was behind all the newspaper stories.” Post-HBS, Vitkauskas will work as a vice president in the London office of Summit Partners and focus on the markets of Central and Eastern Europe. “The immersion was an amazing way to get...
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- 22 Mar 2017
- Research & Ideas
What's the Ideal Frequency for a Sales Quota?
spend more than $800 billion annually on those efforts. Sales compensation plans are at the center of all this activity, the primary tool managers use to motivate and incentivize salespeople. Sales reps feed on two forms of compensation:...
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by Carmen Nobel
- November 2019
- Article
Procedural Justice and the Risks of Consumer Voting
By: Tami Kim, Leslie John, Todd Rogers and Michael I. Norton
Firms are increasingly giving consumers the vote. Eight studies demonstrate that when firms empower consumers to vote, consumers infer a series of implicit promises—even in the absence of explicit promises. We identify three implicit promises to which consumers react...
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Keywords:
Consumer Empowerment;
Procedural Justice;
Promises;
Customer Relationship Management;
Voting;
Perception;
Fairness;
Risk Management
Kim, Tami, Leslie John, Todd Rogers, and Michael I. Norton. "Procedural Justice and the Risks of Consumer Voting." Management Science 65, no. 11 (November 2019): 5234–5251.
- 03 Mar 2008
- Research & Ideas
Marketing Your Way Through a Recession
Must-have features of yesterday are today's can-live-withouts. Trusted brands are especially valued and they can still launch new products successfully, but interest in new brands and new categories fades. Conspicuous consumption becomes less prevalent. 2. View Details
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by John Quelch
- August 2016 (Revised July 2017)
- Case
Singapore Airlines: Premium Goes Multi-Brand
By: Rohit Deshpande and Dawn H. Lau
Singapore Airlines had long been considered the gold standard for its innovative customer service. However, the company was faced with new sources of competition, from the rapid growth of Southeast Asian low-cost carriers on the one hand, to the expansion of premium...
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Keywords:
Customer Focus and Relationships;
Economic Slowdown and Stagnation;
Management Teams;
Brands and Branding;
Air Transportation Industry;
Travel Industry;
Singapore
Deshpande, Rohit, and Dawn H. Lau. "Singapore Airlines: Premium Goes Multi-Brand." Harvard Business School Case 517-017, August 2016. (Revised July 2017.)
- March 2010
- Article
Calculating, Creating, and Claiming Value in Business Markets: Status and Research Agenda
By: Gary L. Lilien, Rajdeep Grewal, Douglas Bowman, Min Ding, Abbie Griffin, V. Kumar, Das Narayandas, Renana Peres, Raji Srinivasan and Qiong Wang
A key challenge facing business marketers surrounds developing a deeper understanding of customer needs. We conceptualize that challenge as having three dimensions: calculating, creating, and claiming value. We discuss key problems, new developments and research...
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Lilien, Gary L., Rajdeep Grewal, Douglas Bowman, Min Ding, Abbie Griffin, V. Kumar, Das Narayandas, Renana Peres, Raji Srinivasan, and Qiong Wang. "Calculating, Creating, and Claiming Value in Business Markets: Status and Research Agenda." Marketing Letters 21, no. 1 (March 2010): 287–299.
- April 1999 (Revised October 2001)
- Case
Motive Communications
The founders of Motive Communications, Inc., a recent start-up dedicated to reinventing the support chain involved in the delivery of information technology support services, put in place a development process hinged on extensive customer feedback. As part of this, a...
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Keywords:
Business Startups;
Customer Relationship Management;
Risk and Uncertainty;
Information Technology Industry
Rayport, Jeffrey F., Marco Iansiti, Myra M. Hart, William W Chan, and Find Findsen. "Motive Communications." Harvard Business School Case 699-157, April 1999. (Revised October 2001.)
- 15 Nov 2020
- News
Podcasts Engage New Audiences with HBS
Sahlman discusses how Khan Academy, a global online education nonprofit, strives to balance founder Sal Khan’s (MBA 2003) vision with the need to focus and scale. Prediction: How AI Will Affect Business, Work, and Life Bill Kerr speaks...
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- 01 Sep 2014
- News
Making a Statement
female subjects as the protagonists, I could identify with this immediately. It was a project I could readily support.” So could Bethell, a managing director and founding member of Bain Capital in London, who made a gift to the fund in...
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- March 13, 2023
- Article
Sales Teams Need to Stop Focusing on the Customer Funnel
Understanding where customers are, how they navigate streams in your market, and how to interact with them in a given stream is now central to crafting a good customer experience, and that has implications. Among other things, companies need to shift from thinking...
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Keywords:
Customer Experience;
Customer Value and Value Chain;
Customer Relationship Management;
Consumer Behavior
Cespedes, Frank V. "Sales Teams Need to Stop Focusing on the Customer Funnel." Harvard Business Review (website) (March 13, 2023).
- September 2020 (Revised July 2022)
- Exercise
Artea (C): Potential Discrimination through Algorithmic Targeting
By: Eva Ascarza and Ayelet Israeli
This collection of exercises aims to teach students about 1)Targeting Policies; and 2)Algorithmic bias in marketing—implications, causes, and possible solutions. Part (A) focuses on A/B testing analysis and targeting. Parts (B),(C),(D) Introduce algorithmic bias. The...
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Keywords:
Targeting;
Algorithmic Bias;
Race;
Gender;
Marketing;
Diversity;
Customer Relationship Management;
Prejudice and Bias;
Retail Industry;
Apparel and Accessories Industry;
Technology Industry;
United States
Ascarza, Eva, and Ayelet Israeli. "Artea (C): Potential Discrimination through Algorithmic Targeting." Harvard Business School Exercise 521-037, September 2020. (Revised July 2022.)
- April 1996 (Revised April 2004)
- Case
Virtual Vineyards
By: Jeffrey F. Rayport, Alvin J. Silk, Lisa Klein Pearo and Thomas A. Gerace
Virtual Vineyards markets wine from small California vineyards directly to consumers through its site on the World Wide Web. It also facilitates fulfillment of customer orders. The case focuses on the ways in which Virtual Vineyards provides value to end consumers...
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Keywords:
Customer Focus and Relationships;
Technological Innovation;
Management;
Service Operations;
Internet and the Web
Rayport, Jeffrey F., Alvin J. Silk, Lisa Klein Pearo, and Thomas A. Gerace. "Virtual Vineyards." Harvard Business School Case 396-264, April 1996. (Revised April 2004.)