Publications

01 Mar 2008
News

HBS Records an “Excellent” Year

Fiscal year 2007 “proved to be an excellent financial and operational year for Harvard Business School,” declared CFO Richard Melnick (MBA ’92) in the School’s newly released annual report. He cited continued growth in the global economy and strong demand for View Details

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

June 2014 (Revised March 2016)
Case

Relating to Peapod

By: Susan Fournier and Jill Avery

Explores the relationships formed between consumers and the Peapod consumer-direct grocery delivery service, as revealed through an ethnographic study of Boston-area Peapod shoppers conducted between the Summer of 1997 and the Fall of 1999. Three representative case... View Details

Keywords: Brands and Branding; Customer Relationship Management; Marketing Strategy; Service Industry; Boston

06 Oct 2003
What Do You Think?

Is “the Innovator’s Solution” to Sustained Corporate Growth an Unnatural Act?

be managed effectively on a continuing basis. As Richard Eckel put it, "'Disruptive' is the clue for why the proposed method of sustained growth will fail in most organizations ... B-schools graduate and laud those who are risk... View Details

Keywords: by James Heskett

February 2000 (Revised March 2004)
Case

Venture Law Group (A)

By: Thomas J. DeLong, Ashish Nanda and Scott D Landry

Craig Johnson, Venture Law Group's (VLG) chairman, founded VLG in 1993 with a goal of "zero voluntary turnover." In late 1998, Johnson faces the departure of three important partners, prompting himself to ask what VLG can do in the midst of an "economic hurricane" that... View Details

Keywords: Business Model; Customer Relationship Management; Partners and Partnerships; Retention; Legal Services Industry

26 Jan 2004
Research & Ideas

What Developing-World Companies Teach Us About Innovation

countries generally lack a solid technology base of trained scientists and world-class research universities. 2. Companies in developing countries must manage to eke out a profit while serving customers with... View Details

Keywords: by Donald N. Sull, Alejandro Ruelas-Gossi & Martin Escobari

2002
Chapter

Use the Balanced Scorecard to Partner with Strategic Constituents: Employees, Customers, Suppliers, and Communities

By: Robert S. Kaplan and David P. Norton

Keywords: Balanced Scorecard; Employee Relationship Management; Customer Relationship Management; Business and Community Relations; Business and Stakeholder Relations

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... View Details

Keywords: Management; Management; Management; Management; Management

01 Apr 2002
News

HBS Press Books in Brief

customer service. Harvard Business Review on Managing Diversity. From managing diversity to exploring alternative workplaces to debunking myths about compensation, the topics... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

01 Mar 2012
News

Making Finance Personal

inspire, formulate, and drive new and improved product design and development, even without specialized knowledge. With its consumer base, for example, Intuit went from conducting a single experiment with customers of TurboTax, its... View Details

Keywords: Garry Emmons; Management of Companies and Enterprises; Management of Companies and Enterprises; Management of Companies and Enterprises; Management of Companies and Enterprises

September 2013
Case

SafeBlend Fracturing

By: Benson P. Shapiro, Frank V. Cespedes and Alisa Zalosh

The CEO of SafeBlend Technologies must set a price for the company's environmentally friendly fracturing fluid additive. The firm is negotiating a new contract with its biggest client, Bristol Natural Gas. For the last two years, SafeBlend has been the sole provider of... View Details

Keywords: Information Technology; Customer Relationship Management; Price; Negotiation; Competitive Advantage; Environmental Sustainability; Energy Sources; Sales; Energy Industry

April 1998 (Revised February 2001)
Case

CBS Evening News

By: Jeffrey F. Rayport

The CBS Evening News looks for options for growth of the franchise. This case discusses CBS's main competitors and their positioning in the evening news market, as well as the history and operations of the CBS Evening News. View Details

Keywords: Customer Relationship Management; Competition; Business Growth and Maturation; Media; Media and Broadcasting Industry; United States

Find at Harvard

January 2000
Case

Talbots - A Classic

By: V. Kasturi Rangan and Marie Bell

This case traces why the $1 billion women's clothing retailer decided to attract younger customers, what went wrong, and the actions taken to recover. By the end of 1999, the company has reestablished itself and faces several growth opportunities and must decide on the... View Details

Keywords: Customer Focus and Relationships; Decisions; Crisis Management; Product Positioning; Problems and Challenges; Segmentation; Fashion Industry

01 Jun 2005
News

Transforming the IRS

over the next five years transformed almost every aspect of the sprawling agency, from its antiquated IT systems to its internal management structures. Many Unhappy Returns (HBS Press, 2005) is his insider account of a mission that seemed... View Details

Keywords: Ann Cullen; IRS; Many Unhappy Returns; reform; Executive, Legislative, and Other General Government Support; Government

01 Mar 2017
News

HBX: Reimagining HBS for the Digital Age

message for my team and how we communicate with our customers has begun to shift.” Paige Peterson, participant in Disruptive Strategy certificate program, sales manager “I have already applied so much of... View Details

22 Feb 2010
Op-Ed

Tragedy at Toyota: How Not to Lead in Crisis

plans for resolution have been Toyota's substitute for crisis response. As accounts pour in about declining quality, the company parades out relatively unknown mid-level managers to quell the firestorm. It won't work. "You live by... View Details

Keywords: by William George; Auto

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 Sep 2005
News

Fanikos Is New HBS Club Liaison

strategic planning, marketing, and customer service to support club and association leaders in their efforts to provide learning, networking, and socializing opportunities for alumni. View Details

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

Article

Adding Value by Talking More

By: Robert S. Kaplan, Derek A. Haas and Jonathan Warsh

The prevailing fee-for-service payment model has led health care administrators and physician practices to impose severe constraints on the time physicians spend talking, for which they are reimbursed poorly or not at all. New value-based reimbursement models, however,... View Details

Keywords: Value Creation; Cost Management; Health Care and Treatment; Customer Focus and Relationships; Health Industry