Customer Specificity - Publications - Faculty & Research

06 Oct 2020
Sharpening Your Skills

18 Tips Managers Can Use to Lead Through COVID's Rising Waters

address concerns, and ultimately get everyone back on the same track to achieve team goals. Team leaders should focus their relaunch in four key areas. Revisit your shared purpose. A relaunch ensures that every team member understands and buys into the clear and View Details

Keywords: by Sean Silverthorne

June 2012
Case

Buro Happold (Abridged)

By: Robert G. Eccles and Ryan Johnson

In 1996, Ted Happold, the founder of the engineering services firm Buro Happold, passed away, and Padraic Kelly became the firm's new managing director (MD). One of his first initiatives was "Aim for Growth," which was intended to help the firm grow beyond its current... View Details

Keywords: Learning And Development; Managing Growth; Organizational Design; Diversification; Client Management; Leadership Skills; Entrepreneurship; Growth and Development Strategy; Leadership Development; Management Skills; Training; Programs; Customer Relationship Management

Citation

Educators

Purchase

17 Feb 2022
Book

When Employees Feel a Sense of Purpose, Companies Succeed

to the specific content of their cultures, shaping them to inculcate specific behaviors relevant to strategic execution. Eager to support goals like innovation, quality, growth, and excellence in View Details

Keywords: by Ranjay Gulati

Web

Winners & Runners-Up | New Venture Competition

acute liver failure HeroesNow Jennifer Wilhelmi Rivka Spivak Valerie Valtz Allison Tepley Jamyn Edis Business Track Runner-Up HeroesNow is your personal concierge online, linking customers who have a View Details

30 Apr 2013
First Look

First Look: April 30

that takes into consideration a variety of customer specific characteristics to set optimal pricing for quotations. On "go live" day, the sales force "is up in arms" requesting that their... View Details

Keywords: Sean Silverthorne

17 Nov 2015
First Look

November 17, 2015

prowess, productivity, and ultimately prosperity. This chapter describes recent work in economics and management scholarship on how firms grow, with specific focus on questions surrounding the types of innovations that large and small... View Details

Keywords: Sean Silverthorne

01 Mar 2024
News

Vital Signs

had taken aim at this market, but none had fully addressed the specific challenge of empowering front-line health workers, she adds.) Gresser had seen firsthand its potential utility: After getting her MBA and pursuing a career in... View Details

Keywords: Jen McFarland Flint; Hospitals; Health, Social Assistance

30 Nov 2022
Research & Ideas

Recruiters: Highlight Your Company’s Diversity, Not Just Perks and Pay

11-week-long field experiment in 2021 with 178,862 customers of Zippia, a career service agency. Customers seeking job postings received an email containing several recommended positions and basic... View Details

Keywords: by Sean Silverthorne

09 Nov 2021
Research & Ideas

The Simple Secret of Effective Mentoring Programs

company that operates a call center in which workers handle customer inquiries about purchasing new digital products and services, including phone, TV, and internet service. Though the company already had a robust training program in... View Details

Keywords: by Jay Fitzgerald

Web

Global Opportunity Fellowship GO: AFRICA - Alumni

is provided to the recipient for a specific opportunity and may not be transferred to a new opportunity without review and approval of the Review Committee. You must inform HBS if, during the time between when you are granted a GO... View Details

12 Feb 2019
First Look

New Research and Ideas, February 12, 2019

(Study 1). A second set of studies points to the specificity of the effect: Study 2A shows that it is unique to the (innocent) messenger and not mere bystanders. Study 2B shows that it is distinct from merely receiving information that... View Details

Keywords: Dina Gerdeman

Web

Diversity and Inclusion - Christensen Center for Teaching & Learning

necessarily representative of their entire demographic group. If faced with multiple instances in which specific demographic groups are being discussed, use varied approaches to calling patterns (e.g., don’t always begin by calling on a... View Details

27 Feb 2019
Research & Ideas

The Hidden Cost of a Product Recall

many types of innovation for the firms that experience them.” There’s also a second, less studied wave of damage, as competitors ramp up product development efforts to snap up displaced customers and solidify market share gains. This... View Details

Keywords: by Danielle Kost; Manufacturing; Consumer Products; Auto; Medical Devices & Supplies

17 Jun 2011
HBS Case

KFC’s Explosive Growth in China

crucial social skills for young adults who grew up in single-child households, creates lifelong Yum! Brands customers, and develops a culture of customer service in a country where there was none. The restaurant management program is... View Details

Keywords: by Maggie Starvish; Food & Beverage

20 Apr 2021
Book

A Simple Question That Can Guide Companies to Epic Success

they eschew efforts—even bold, cutting-edge proposals—that are unlikely to generate value for customers, employees, or suppliers. “Companies that raise customer willingness to pay in a distinctive manner attract the very View Details

Keywords: by Danielle Kost

02 Jun 2020
Research & Ideas

Coronavirus Careers: Cloud Kitchens Are Now Serving

overnight. What is a cloud kitchen? Cloud kitchens are commercial facilities purpose-built to produce food specifically for delivery. They do not have brick-and-mortar dine-in areas and consist of shared kitchen space with culinary staff... View Details

Keywords: by Lena Ye and Geoffrey Jones; Food & Beverage

31 May 2011
Research & Ideas

Japan Disaster Shakes Up Supply-Chain Strategies

The full cultural and sociological aftershocks of the earthquake in Japan—the worst disaster to hit the country since World War II—are washing like a tsunami across many industries as manufacturers and their customers scramble to replace... View Details

Keywords: by Dennis Fisher; Auto; Technology; Computer; Electronics

16 Oct 2017
Research & Ideas

The Most Successful Startups Have Hands-On Founders

responsibilities and make important decisions. It’s easy to confuse hands-on management with micromanaging, Koning says. “Startup founders have a really hard time letting go, so they’re the ones doing the customer interviews and trying to... View Details

Keywords: by Dina Gerdeman

01 Oct 2012
Research & Ideas

Better by the Bundle?

Nintendo, this gives the company a way to separate out segments of consumers—we call this dynamic customer segmentation." Some consumers don't care much about the specific game and will go for the bundle,... View Details