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- All HBS Web
(3,831)
- People (1)
- News (641)
- Research (2,750)
- Events (5)
- Multimedia (5)
- Faculty Publications (1,681)
- February 2008 (Revised April 2009)
- Case
Citigroup: Re-Branding in 2007 (A)
By: Rohit Deshpandé and Carin-Isabel Knoop
With its history of growth through acquisition, Citigroup has a conglomeration of sub-brands that need to be integrated and rationalized. Ajay Banga, CEO of Citi's Global Consumer Group International, chairs a task force to work through the process of re-branding the... View Details
Keywords: Mergers and Acquisitions; Business Conglomerates; Customer Focus and Relationships; Globalization; Growth Management; Brands and Branding; Organizational Culture; Competitive Strategy; Financial Services Industry
Deshpandé, Rohit, and Carin-Isabel Knoop. "Citigroup: Re-Branding in 2007 (A)." Harvard Business School Case 508-010, February 2008. (Revised April 2009.)
- February 2008 (Revised December 2011)
- Case
Weber Shandwick: The Client Relationship Leader Program
By: Robert G. Eccles and Kerry Herman
In 2002 Weber Shandwick, a leading global public relations agency, instituted a Client Relationship Leader (CRL) Program for its top 32 global accounts. The purpose of the program is to ensure that all of the firm's resources across geographies, practice areas, and... View Details
Keywords: Blogs; Competency and Skills; Customer Relationship Management; Organizational Change and Adaptation; Organizational Design; Social and Collaborative Networks; Competitive Advantage; Public Relations Industry
Eccles, Robert G., and Kerry Herman. "Weber Shandwick: The Client Relationship Leader Program." Harvard Business School Case 408-077, February 2008. (Revised December 2011.)
- 01 Jun 1997
- News
A Better Way to Go on Strike
teach the other side a lesson? Indeed, the American pilots could impose endless costs on the airline by simply refusing agreement and management could do the same to the pilots. Yet while the impasse continues, the fund would grow, making... View Details
- November 2006
- Case
Introducing Frequent Flyer Programs
By: Dennis A. Yao
Allows students to explore the value to American Airlines of introducing a frequent flyer program in 1981. View Details
Christina Melas-Kyriazi
Christina joined Bain Capital Ventures in 2021, where she focuses on early-stage investments in fintech and commerce. Christina was previously Head of Product for Consumer Foundations at Affirm, where she led a team of product managers... View Details
Shirish Nimgaonkar
Shirish is the co-founder of an AI enabled predictive automation software company. and a Natural Language Processing company focused on enhancing customer experience through AI. In the past, he has been a part of the senior View Details
- 15 Oct 2015
- Blog Post
Why We Recruit: Medallia
Organization:Ursela Knezevic, University Programs, MBA Talent Outreach, Medallia Describe your organization in three to five sentences. Medallia is the fastest growing Customer Experience Management Company... View Details
Keywords: Technology
- 25 Feb 2020
- News
The Past Informs the Future of Work
leaders at these telecommunications giants confronted issues such as pacing innovation, enhancing the customer experience, and managing the workforce. “By the early 1920s, AT&T was the biggest employer in... View Details
- 25 Feb 2020
- News
Case Study: The Credit Bureau
technology for B2B2C, but I suspect he will have to do that anyway. An app would be important for keeping in touch with customers and dealing with any problems in both business models. Mobley could think about partnering with building... View Details
Christina Melas-Kyriazi
Christina joined Bain Capital Ventures in 2021, where she focuses on early-stage investments in fintech and commerce. Christina was previously Head of Product for Consumer Foundations at Affirm, where she led a team of product managers to... View Details
Keywords: Venture Capital
- 09 Apr 2018
- Blog Post
Is Business School Right for You?
Dr. Jill Avery is a senior lecturer in the marketing unit at Harvard Business School, an authority on brand management and customer relationship management (CRM), and the... View Details
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the View Details
- 19 Oct 2012
- Research & Ideas
Digital Technology’s Profound Game Change for Marketers
technology's impact on their business, the entire customer experience, and leading innovation within their enterprises, not simply following a course set by their IT department. "Madison Avenue meets MIT" and "Revenge of... View Details
- 21 May 2007
- Research & Ideas
Fixing the Marketing-CEO Disconnect
problem is that these managers don't know what metrics to measure or how to interpret the results. They may collect all manner of plausible marketing-performance metrics, from customer satisfaction to... View Details
Keywords: by Sean Silverthorne
- 12 Nov 2021
- Op-Ed
Can Our Parenting Struggles Make Us Better Leaders?
they have an obligation to work proactively to further the company’s mission. Alaska Airlines, likewise, has become one of the most successful and well-regarded airlines by giving its frontline workers much more control over customer... View Details
- 01 Oct 1996
- News
The Drive for Excellence: An Interview with Jim Henderson
who are restless and persistent improvers for the customer -- people who can put themselves in the shoes of the customer and then drive change inside our company to meet the customer's needs. We want View Details
- Blog
Tech Power at HBS: Faculty Boost Technology Ecosystem
Education, she is part of the teaching team for the Advanced Management Program and Leading as an LGBTQ+ Executive. Moon's research covers strategy, branding innovation, and culture, focusing on youth and the digital economy. A... View Details
Jodi Gernon
I leverage my 30+ years of experience launching and scaling startups to help startup founders and CEOs succeed. This includes helping early stage founders think about how complete customer discovery, build an MVP and develop their... View Details
- 01 Jun 2018
- News
Up by the Roots
revolutionizing everything from online payments and wealth management to cybersecurity and insurance through digital technologies as diverse as blockchain and artificial intelligence. Despite being the world’s financial capital and home... View Details
- 25 Mar 2001
- Research & Ideas
Who Wants to Be an Entrepreneur? [Part II]
promising them seasoned managers and top-tier business partners; recruiting people by assuring them of adequate financing and powerful partners; and securing partners by explaining the power of the customer... View Details
Keywords: by John S. Rosenberg