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Show Results For
- All HBS Web
(3,831)
- People (1)
- News (641)
- Research (2,750)
- Events (5)
- Multimedia (5)
- Faculty Publications (1,681)
- 20 Dec 2004
- Research & Ideas
How an Order Views Your Company
Thanks to the Internet, customer management software, and the success of Dell, the concept of order management and customer focus has proven... View Details
Keywords: by Sarah Jane Johnston
- 01 Mar 2010
- News
Lords of Strategy
John Weber In his new book, The Lords of Strategy: The Secret Intellectual History of the New Corporate World (Harvard Business Press), Walter Kiechel III (MBA ’76) traces the rise of modern management consulting from the 1960s to the... View Details
- 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
- 17 Mar 2015
- Research & Ideas
Where Did My Shopping Mall Go?
delivered to my house tonight, where it will be set up and ready to go. Lal: Furniture is often sold that way today. It's a showroom where your order is customized and delivered in six weeks. Q: What retail segments are most vulnerable to... View Details
- 01 Dec 2014
- News
Faculty Q&A: The New Brand Manager: You
hope is that we can truly realize the promise of customer relationship management. We’ve been talking about customer relationship management since the 1990s. But it has not,... View Details
Keywords: April White
- 01 Sep 2007
- News
Riding It Out
one-cup feedings per day costs $20.95 — more than most grocery brands but a manageable sum for customers who value the convenience of automatic shipments that make taking care of the family dog as easy as... View Details
- 30 Jan 2019
- What Do You Think?
Who Will Measure up to These Two Remarkable Leaders?
column challenged readers to come up with nominations of current leaders that we might be recognizing for their similarly remarkable accomplishments 10 or 20 years from now. This prompted Sandeep to ask, “Where are those legends, the fanatically View Details
- 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
- 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
Rangan, V. Kasturi, and Marie Bell. "Talbots - A Classic." Harvard Business School Case 500-082, January 2000.
- 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
- 01 Mar 2008
- News
Reimagining China and India
of China and India, not just financial markets and industry structure? Entrepreneurship in India and China is not just about taking companies public. It is also about finding ways around all manner of constraints, many of which originate in social View Details
- August 1998 (Revised October 1998)
- Background Note
Note on Lead User Research
By: Stefan H. Thomke and Ashok Nimgade
Describes the Lead User concept and method (step-by-step) with brief examples from industrial practice. View Details
Thomke, Stefan H., and Ashok Nimgade. "Note on Lead User Research." Harvard Business School Background Note 699-014, August 1998. (Revised October 1998.)
- 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
Kaplan, Robert S., Derek A. Haas, and Jonathan Warsh. "Adding Value by Talking More." New England Journal of Medicine 375, no. 20 (November 17, 2016): 1918–1920.
- 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
Fournier, Susan, and Jill Avery. "Relating to Peapod." Harvard Business School Case 314-142, June 2014. (Revised March 2016.)
- September 2000
- Background Note
Professional Services Module Five: Serving Clients Effectively
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery. View Details
Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
- September 2020 (Revised July 2022)
- Teaching Note
Algorithmic Bias in Marketing
By: Ayelet Israeli and Eva Ascarza
Teaching Note for HBS No. 521-020. This note focuses on algorithmic bias in marketing. First, it presents a variety of marketing examples in which algorithmic bias may occur. The examples are organized around the 4 P’s of marketing – promotion, price, place and... View Details
- 07 Aug 2000
- Research & Ideas
Rocket Science Retailing
that have not been shipped. This process of reading and reacting to market signals has improved CompUSA's ability to match supply with demand. Finally, book and music retailer Borders Group uses historical sales data to customize the... View Details
- December 2007 (Revised February 2017)
- Case
Vegpro Group: Growing in Harmony
By: David E. Bell, Brian Milder and Mary Shelman
Vegpro, a horticulture company, is Kenya's largest exporter of fresh vegetables and flowers to top supermarkets in the U.K. and Europe. In 2007, Vegpro's business is threatened by growing consumer concern about the environmental impact of food production and transport,... View Details
Keywords: Customer Satisfaction; Developing Countries and Economies; Ethics; Food; Growth and Development Strategy; Operations; Environmental Sustainability; Agriculture and Agribusiness Industry; Kenya; Europe; United Kingdom
Bell, David E., Brian Milder, and Mary Shelman. "Vegpro Group: Growing in Harmony." Harvard Business School Case 508-001, December 2007. (Revised February 2017.)
- 01 Jun 2001
- News
HBS Press Books in Brief
Space explains how traditional companies can adapt their bricks-and-mortar legacies to complement and bolster their online ventures. It is a hands-on guide that will give leaders the insight and confidence to operate successfully in both place and space. View Details
- 03 Nov 2022
- Op-Ed
Feeling Separation Anxiety at Your Startup? 5 Tips to Soothe These Growing Pains
was fair game to chat about. A typical chat might go: Full Stack Engineer: “I’m thinking of moving the ‘Learn More’ button to the bottom right of the home page.” CEO: “Sounds good. What do you think about what that potential customer said... View Details
Keywords: by Julia Austin