Publications

April 2008
Teaching Note

Exercise: Customer-Operator Letter Writing (TN)

By: Frances X. Frei

Teaching Note for [608126]. View Details

Keywords: Customer Relationship Management; Operations

04 May 2020
Research & Ideas

Predictions, Prophets, and Restarting Your Business

brand and strategy. Managers must manage. In an extended disruption, it may even be in your long-term interest to find supply alternatives for a customer. Few quota-carrying salespeople will or can do that. Use data, don’t hoard it... View Details

Keywords: by Frank V. Cespedes

April 2010
Case

Bill Nichol Negotiates with Walmart: Hard Bargains over Soft Goods (A)

By: James K. Sebenius and Ellen Knebel

CEO Bill Nichol must somehow negotiate a surprise ultimatum from Walmart, his largest customer, about his largest and most profitable product line: “We're dropping it.” Among its hosiery products, the Kentucky Derby Hosiery Co. produces and sells a branded line of... View Details

Keywords: Customer Relationship Management; Crisis Management; Negotiation Tactics; Conflict Management; Apparel and Accessories Industry; North America

01 Jun 2006
News

NFL Players Hit the Books

Thirty-five NFL players traded their shoulder pads for notepads in late February to participate in an Executive Education program designed by the HBS faculty to help them prepare for careers after football. The NFL Business Management and... View Details

Keywords: Business Schools & Computer & Management Training; Business Schools & Computer & Management Training

March 2007 (Revised August 2007)
Supplement

Dell Computers (B): The Transition

By: Frances X. Frei and Christine van Keuren

The case presents the outcome of the (A) case and explores challenges in the PC industry up to early 2007. Michael Dell's return as CEO is also discussed. View Details

Keywords: Customer Relationship Management; Managerial Roles; Service Delivery; Service Operations; Hardware; Technology Industry

November 2019
Case

Scaling at Chief

By: Katherine B. Coffman, Jeffrey J. Bussgang, Kathleen L. McGinn, Julia Kelley and Katherine Chen

Chief is a New York-based peer network that provides mentorship, support, networking opportunities, and a sense of community to women executives. Co-founders Carolyn Childers and Lindsay Kaplan launched the company in January 2019, and just two months later, Chief has... View Details

Keywords: Entrepreneurship; Leadership Development; Expansion; Growth Management; Customer Satisfaction; North and Central America; United States; New York (state, US); New York (city, NY)

August 2000
Article

Building Store Loyalty Through Store Brands

By: Marcel Corstjens and R. Lal

Keywords: Brands and Branding; Customer Relationship Management

Find at Harvard

September 1994
Teaching Note

Bose Corporation: The JIT II Program (A), (B), (C), (D), and Videotape TN

By: Roy D. Shapiro and Bruce Isaacson

Teaching Note for (9-694-001), (9-694-002), (9-694-003), (9-694-004), and (9-695-504). View Details

Keywords: Distribution Channels; Customer Relationship Management

23 Jul 2008
Sharpening Your Skills

Sharpening Your Skills: Balanced Scorecard in Action

Sharpening Your Skills dives into the HBS Working Knowledge archives to bring together articles on ways to improve your business skills. Questions To Be Answered How does the Balanced Scorecard (BSC) improve corporate governance? Does View Details

01 Sep 2006
News

Faculty Books

Corporate Information Strategy and Management by Lynda M. Applegate, Robert D. Austin, and F. Warren McFarlan (Irwin/McGraw-Hill) This extensive collection of HBS cases devoted to IT gives an overview of contemporary information systems... View Details

Keywords: Business Schools & Computer & Management Training; Business Schools & Computer & Management Training

2020
Book

The Ends Game: How Smart Companies Stop Selling Products and Start Delivering Value

By: Marco Bertini and Oded Koenigsberg

How some firms are rewriting the rules of commerce by pursuing “ends”—actual outcomes—rather than selling “means”—their products and services. View Details

Keywords: Commerce; Business Model; Design; Customer Relationship Management; Strategy

01 Jun 2008
News

Faculty Research Online

advertising, particularly for determined adversaries. In this Q&A, Assistant Professor Ben Edelman, who designs electronic markets, explains how contract terms can be managed to both reduce advertisers’ risks of being defrauded and reward... View Details

Keywords: Business Schools & Computer & Management Training; Business Schools & Computer & Management Training

March 2011 (Revised March 2021)
Teaching Note

Terror at the Taj Bombay: Customer-Centric Leadership

By: Rohit Deshpande

Teaching Note for 511703. View Details

Keywords: Safety; Organizations; Crisis Management; Customer Focus and Relationships; Brands and Branding

01 Dec 2007
News

A View from the Top

company in 1979, Mixon had only $10,000 of the $7.8 million asking price. But he managed to raise the rest and led the company to annual revenues of $1.5 billion (those early investors have seen Invacare’s stock grow from 2¢ to $25 a... View Details

Keywords: Business Schools & Computer & Management Training; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training

May 1996 (Revised November 2018)
Case

Ecolab, Inc.

By: Ashish Nanda

By 1993, Ecolab has established a dominant market position in the institutional cleaning industry. As the company’s principal competitor, Diversify, drives sales aggressively, Ecolab president Al Schuman faces a choice about how best to market Ecolab’s offerings.... View Details

Keywords: Customer Relationship Management; Employees; Retention; Marketing Strategy; Risk Management; Service Industry

November 1994 (Revised October 2011)
Background Note

Innovation: A Customer-Driven Approach

By: Marco Iansiti, Thomas J. Kosnik and Ellen Stein

Provides a selection of methodologies for the investigation of user needs, concept development, and product design. View Details

Keywords: Customer Relationship Management; Product Design

04 Feb 2021
Research & Ideas

Inside CEOs' Pandemic Worries: Uncertainty, Employees, and Kids

with young children. "Buying a house is usually the biggest decision that our customers make. It no longer was a priority during the pandemic." Managing multiple changes. CEOs had to View Details

Keywords: by Gamze D. Yucaoglu, Robin Abrahams, and Boris Groysberg

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... View Details

Keywords: Consumer Empowerment; Procedural Justice; Promises; Customer Relationship Management; Voting; Perception; Fairness; Risk Management