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Show Results For
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All HBS Web
(4,243)
- People (13)
- News (878)
- Research (2,456)
- Events (10)
- Multimedia (6)
- Faculty Publications (1,399)
- September 2020 (Revised July 2022)
- Supplement
Spreadsheet Supplement to "Artea: Designing Targeting Strategies"
By: Eva Ascarza and Ayelet Israeli
Spreadsheet Supplement to "Artea: Designing Targeting Strategies" (521-021).
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- 03 Feb 2020
- What Do You Think?
Can an Organization Have Too Much 'Rebel Talent'?
while hiring and assigning conventional managers to deal with more familiar and common tasks and goals.” “The right question is therefore not the amount of ‘rebel talent’ but how to focus it on the right...
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Keywords:
by James Heskett
- Fast Answer
Sustainability in VCPE & Investing
investment with a focus on the benefits of sustainable investment, best practices, and lessons for the future. Private Equity for the Public Interest: The Evolution of ESG and Considerations for Asset View Details
- Web
Thomas Ranese Archives | Social Enterprise
Impact Measurement Inclusive Finance International Development K-12 Education Leadership Fellows Leadership in Challenging Times MBA Programs Microfinance Non Profit Management Nonprofit Supportive Services Public Sector Public-Private...
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- 28 Apr 2016
- Blog Post
3 Concerns I Had about HBS
of you who are still struggling with the decision, it can be helpful to hear how others dealt with their concerns. There were three major concerns I had about attending HBS: 1: The case method wouldn’t allow me to focus on my interests...
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- Web
Margaret Busse Archives | Social Enterprise
Impact Measurement Inclusive Finance International Development K-12 Education Leadership Fellows Leadership in Challenging Times MBA Programs Microfinance Non Profit Management Nonprofit Supportive Services Public Sector Public-Private...
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- April 2008 (Revised October 2008)
- Case
TD Canada Trust (A): The Green and the Red
By: Dennis Campbell and Brent Kazan
The case series illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers...
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Keywords:
Mergers and Acquisitions;
Customer Focus and Relationships;
Customer Satisfaction;
Commercial Banking;
Profit;
Balanced Scorecard;
Organizational Change and Adaptation;
Banking Industry;
Canada
Campbell, Dennis, and Brent Kazan. "TD Canada Trust (A): The Green and the Red." Harvard Business School Case 108-005, April 2008. (Revised October 2008.)
- March 2021
- Article
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...
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Keywords:
Customer Compatibility;
Satisfaction;
Profitability;
Service Operations;
Customer Relationship Management;
Customer Satisfaction;
Performance
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Management Science 67, no. 3 (March 2021): 1468–1488.
- 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...
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Keywords:
Brands and Branding;
Customer Relationship Management;
Marketing Strategy;
Service Industry;
Boston
Fournier, Susan, and Jill Avery. "Relating to Peapod." Harvard Business School Case 314-142, June 2014. (Revised March 2016.)
- August 1995 (Revised October 1996)
- Case
IDS Financial Services (Condensed)
By: John A. Deighton
Highlights the decision that must be made on balancing customer acquisition and retention and de-emphasizing the structural issues involved in administering the independent contractor sales force.
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Keywords:
Customers;
Customer Focus and Relationships;
Decisions;
Corporate Governance;
Salesforce Management;
Financial Services Industry
Deighton, John A. "IDS Financial Services (Condensed)." Harvard Business School Case 596-045, August 1995. (Revised October 1996.) (request a courtesy copy.)
- September 2011
- Case
Vibco Industrial Vibrators
By: Das Narayandas, Kerry Herman and Matthew Preble
Karl Wadensten, president of Vibco Vibrators, was deciding whether to grow his small company through a marketing push for one of two technologies that he believed could launch his company to the next level of sales, or if he should continue to grow his company through...
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- 18 Jun 2014
- Research & Ideas
Book Excerpt: ‘Collective Genius’
However, they have been most often studied separately. Because our focus was on leadership in action, we were able to observe how these three interrelated organizational skills work in concert as leaders and their groups undertake to...
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- 05 May 2003
- Research & Ideas
How Bank of America Turned Branches into Service-Development Laboratories
primarily on its projected impact on customers but also taking into account its fit with the bank's strategy and goals and its funding requirements. In some cases, focus groups were conducted to provide a rough sense of an idea's likely...
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- Web
Making an Impact | Social Enterprise | Harvard Business School
Making an Impact Multiple Students Topics Business for Social Impact More Impact Stories A Pathway to Pursue Aspirations Mizuho Kanai 2018 While Mizuho Kanai (MBA 2018) was fulfilling her summer internship at NPR, her manager recommended...
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- 01 May 2013
- News
Deborah A. Farrington, MBA 1976
working as a securities analyst for Merrill Lynch in Asia, running a private equity firm, and serving as managing director of a Hong Kong merchant bank. In 1998, she founded StarVest Partners, a New York City–based venture capital firm...
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- September 1999 (Revised July 2006)
- Case
Juice Guys (A)
By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location.
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Keywords:
Entrepreneurship;
Product Launch;
Product Positioning;
Customer Relationship Management;
Consumer Behavior;
Commercialization;
Customer Satisfaction;
Food and Beverage Industry
Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
- March 2024
- Supplement
Madrigal: Conducting a Customer-Base Audit
By: Eva Ascarza, Peter Fader, Bruce G.S. Hardie and Michael Ross
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an...
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- November 1990 (Revised June 1991)
- Case
American Airlines (A): Strategy in the 1990s
By: Jay W. Lorsch and Gary W. Loveman
American Airlines is pursuing a growth strategy through international and domestic route expansion. At the same time, the airline is working hard to cut costs while trying to provide the best customer service possible. Is this strategy achievable given the recent surge...
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Keywords:
Expansion;
Air Transportation;
Cost Management;
Customer Focus and Relationships;
Growth and Development Strategy;
Air Transportation Industry;
United States
Lorsch, Jay W., and Gary W. Loveman. "American Airlines (A): Strategy in the 1990s." Harvard Business School Case 491-044, November 1990. (Revised June 1991.)
- Web
Matt Segneri Archives | Social Enterprise
Impact Measurement Inclusive Finance International Development K-12 Education Leadership Fellows Leadership in Challenging Times MBA Programs Microfinance Non Profit Management Nonprofit Supportive Services Public Sector Public-Private...
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- 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...
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Keywords:
Customer Focus and Relationships;
Decisions;
Crisis Management;
Product Positioning;
Problems and Challenges;
Segmentation;
Fashion Industry
Rangan, V. Kasturi, and Marie Bell. "Talbots - A Classic." Harvard Business School Case 500-082, January 2000.