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Publications
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(11,147)
- Faculty Publications (2,968)
- September 2002 (Revised August 2003)
- Case
Genzyme's Gaucher Initiative: Global Risk and Responsibility
By: Christopher A. Bartlett and Andrew N. McLean
In Egypt, Genzyme's humanitarian commitment to treat all sufferers of the rare Gaucher disease worldwide first confronts its commercial imperative to recoup the huge investment required to bring the drug Cerezyme to market. Here Tomye Tierney must decide how to balance... View Details
- September 2002 (Revised January 2013)
- Case
Siebel Systems: Organizing for the Customer
By: Robert Simons and Antonio Davila
Siebel Systems is one of the fastest growing companies in America. Tom Siebel, the company's founder, has organized the business to accommodate growth and focus on the customer. Innovative information technology systems and clear accountability prove to be essential to... View Details
Keywords: Organizational Structure; Applications and Software; Business Growth and Maturation; Information Technology; Performance Evaluation; Performance Expectations; Innovation and Management; Technological Innovation; Customer Focus and Relationships; Management Teams; Information Technology Industry; North and Central America
- September 2002
- Case
Abercrombie & Kent
By: Frances X. Frei, Brian Corbett, Mark Partin and Daniel Rethazy
Describes Abercrombie & Kent, the outdoor adventure company that has provided services throughout the entire history of the outdoor adventure industry. Provides an opportunity to learn how the company successfully grown into a premier player in the industry by adapting... View Details
- August 2002
- Background Note
Customer Benefit Stack
By: Das Narayandas
Describes a process to understand customer benefits created in industrial markets using the metaphor of a customer benefit stack. View Details
- August 2002
- Case
Siebel Systems: Anatomy of a Sale, Part 3
By: John A. Deighton and Das Narayandas
How does a $2 million software sale happen? This case traces efforts by Siebel Systems to sell lead management software to discount broker Quick & Reilly. The buying process is mapped out over four years. Covers in detail the last six months--from Siebel's initial... View Details
- August 2002
- Case
Trilogy University
By: Thomas J. DeLong and Michael Paley
In early 2001, Trilogy Software faced a slowdown in its business, a large number of unsuccessful customer deployments, and an overall weakening in the enterprise software market. In response, the company revamped its business model and restructured the organization.... View Details
- August 2002 (Revised December 2002)
- Case
AOL Europe vs. Freeserve (A)
By: David B. Yoffie and Mary Kwak
AOL Europe must decide how to respond to Freeserve, a free Internet Service Provider (ISP) that has signed up 1.6 million British customers in its first six months. After becoming the leading ISP in the United States, AOL has formed a joint venture with Bertelsmann to... View Details
- August 2002 (Revised June 2006)
- Case
Great Dakota Bank: Online Banking
By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details
- August 2002
- Article
Seven Barriers to Customer Equity Management
By: D. Bell, J. Deighton, W. J. Reinartz, R. T. Rust and G. Swartz
- July 2002 (Revised December 2002)
- Case
Phase Two: The Pharmaceutical Industry Responds to AIDS
By: Debora L. Spar
Describes how major pharmaceutical firms changed their strategy and pricing policies in the years 2000 to 2002 to respond to the growing AIDS epidemic in Africa. View Details
- July 2002 (Revised January 2003)
- Case
Harrah's Entertainment, Inc: Rewarding Our People
By: Thomas J. DeLong and Vineeta Vijayaraghavan
Marilyn Winn, head of human resources at Harrah's Entertainment, must make a recommendation to the company's president and CEO about whether the existing bonus payout program is effective at motivating employees or whether it should be revised and/or replaced. A recent... View Details
- July 2002 (Revised October 2002)
- Case
Taj Hotel Group
By: Thomas J. DeLong and Vineeta Vijayaraghavan
R.K. Krishna Kumar, managing director and head of Taj Hotel Group, has to decide whether to reexamine a promotion decision. In an attempt to deliver a level of service quality that met global standards at the Indian hotel chain, Kumar had introduced new personnel... View Details
- July 2002 (Revised August 2002)
- Supplement
Australia-Japan Cable: Structuring the Project Company
By: Benjamin C. Esty
Spreadsheet to (9-203-024). Download only. View Details
- July 2002 (Revised August 2003)
- Case
Unilever Superannuation Fund vs. Merrill Lynch, The
By: Andre F. Perold and Joshua Musher
In 2001, the Unilever Superannuation Fund sued Merrill Lynch for damages of 130 million British pounds. Over the period 1977 to 1998, the Unilever Fund had significantly underperformed the benchmark, and its trustees contended that the poor returns resulted from... View Details
- June 2002
- Case
Vans: Skating on Air
By: Youngme E. Moon and David Kiron
Vans is best known for selling footwear and apparel to skateboarders, surfers, and other alternative sports athletes. In April 2002, Gary Schoenfeld, the CEO, is facing a number of challenges. With respect to footwear, he must decide what to do about two product lines... View Details
- June 2002 (Revised November 2005)
- Case
Life, Death, and Property Rights: The Pharmaceutical Industry Faces AIDS in Africa
By: Debora L. Spar
In the final years of the 20th century, the world was hit by a plague of epidemic proportions--AIDS, a life-threatening disease that remained stubbornly immune to any cure or vaccine. In the developed nations of the West, AIDS was slowly brought under control through a... View Details
- June 2002 (Revised July 2002)
- Case
NTT DoCoMo: Marketing i-mode
By: Youngme E. Moon
i-mode is a wireless Internet service offered in Japan by NTT DoCoMo. In just three years, the service has won over 30 million subscribers and achieved a 60% share of Japan's mobile Internet market, making it the most successful mobile data service in the world. It is... View Details
- May 2002
- Case
Mellon Investor Services
By: Thomas J. DeLong
James Aramanda, head of Mellon Investor Services, must decide how to change the focus of his business. He works with consultants to create a change strategy to enhance a business that is already doing well. Will he be able to interest his professionals in changing the... View Details
- May 2002 (Revised October 2002)
- Case
Dell--New Horizons
By: V. Kasturi Rangan and Marie Bell
Founded in 1984, Dell Corp. has achieved phenomenal growth, and by 2000 had topped $25 billion in sales and over $2 billion in net income. In the 4th quarter of 2000, however, the PC industry's average 30-year growth rate crashed to a negative 10%. Dell must make... View Details
- May 2002 (Revised February 2004)
- Case
Innovation at Progressive (A): Pay-As-You-Go Insurance
By: Frances X. Frei and Hanna Rodriguez-Farrar
Consumer auto insurance is a price-sensitive industry in which customers rarely pay a premium to a provider even for additional service features. Progressive spends more on additional service features than its competitors do; consumers don't pay extra for these... View Details