Customer Management - Publications - Faculty & Research

23 Jul 2013
First Look

First Look: July 23

30-year customer of Filene's Basement, a retailer offering fashion goods at discounted prices, who was eventually fired by the firm. The case traces how company actions taken in the name of customer... View Details

Keywords: Anna Secino

01 Jun 2005
News

Do You Speak Business?

China. “I have no regrets,” he adds, “because I learned so much from that experience.” Now working in strategic planning for Philip Morris International’s China operations, Klump is part of a small management team whose eleven members... View Details

Keywords: Garry Emmons

01 Dec 2018
News

Alumni and Faculty Books for December 2018

by Alex Sherman and Mike Sherman (MBA 1986) Amazon Digital Services LLC This book provides 52 real-life anecdotes that illustrate important learnings about customer analytics. It draws from the worlds of big data and View Details

25 Aug 2022
News

Case Study: Sound Check

making sure our existing customers still win and that we can still grow in that market,” says Pemberton. Should LS stick with the formula that’s been working, or should they make the leap to enterprise sales and commit to the scaling it... View Details

Keywords: Management, Scientific, and Technical Consulting Services; Professional Services

01 Jun 2024
News

Case Study: Ready for an Upgrade

engineering. There she helped suppliers design and certify their systems for flight: new seats for an aircraft, for example, or a Wi-Fi system for the new Delta Air Lines plane. She was surprised to find that engineers relied on outdated tools to View Details

Keywords: Jen McFarland Flint; Computer Systems Design and Related Services; Professional Services

12 Oct 2016
Research & Ideas

Break the Rules of How Business is Done

or managers to report to. Many other companies have taken similar approaches not only to attempt to operate more efficiently, but also to attract and retain talent by differentiating their companies from the mainstream. Whether or not the... View Details

Keywords: by Julia B. Austin

Web

Departments | Employment

work and collaborate with customers to ensure we meet their information needs in the dynamic climate of the information industry, knowledge-creating institutions such as Higher Education, and the changing global economy. More about... View Details

Web

Online Digital Marketing Strategy Course | HBS Online

and retain customers in a dynamic online environment. 7 weeks 6-7 hours per week 6 modules Self-Paced with regular deadlines This course earns you a Certificate of Completion from HBS Online. What you earn . Overview Syllabus Enrollment... View Details

March 2001 (Revised July 2002)
Case

WingspanBank.com (B): Should This Bird Still Fly?

By: Sandra J. Sucher and Stacy McManus

WingspanBank.com is launched to critical acclaim, but its fate is hardly certain. Bank One's new CEO, Jamie Dimon, must decide what to do with what is now a second Web site for the bank's current and prospective customers. View Details

Keywords: Business Model; Business Startups; Customers; Innovation and Management; Organizations; Complexity; Web Sites; Financial Services Industry

Citation

Find at Harvard

9 AM – 10 AM EDT, 21 Aug 2019
HBS Online

HBS Online Disruptive Strategy

Make innovation a reality with strategies from two-time World's Most Innovative Business Thinker, Clayton Christensen. Program Dates: August 21, 2019 - October 02, 2019 View Details

06 Sep 2011
Research & Ideas

The Power of Leadership Groups for Staying on Track

collaboration rather than command and control as their basis for interaction.. “Over the long term, organizations filled with empowered employees who collaborate to serve customers will consistently outperform hierarchical organizations”... View Details

Keywords: by Bill George

06 Dec 2021
News

Leadership in the Digital Age

building a customer-focused organization. “You really have to earn the trust of your customer to collect their data,” Hill explains. “The needs and desires of the customer should be driving why you are... View Details

Keywords: April White

12 Apr 2011
News

Twelve Global Finalists Compete at HBS

LifeQube mobile clinic management Asia-Pacific HBS Club of Shanghai Oliver Segovia, MBA '10 Jennifer Kelly, MBA '10 AVA invitation-only shopping platform Canada HBS Club of Toronto Zaheed Poptia, MBA '06 CardSwap online giftcard... View Details

Keywords: Multiple alumni

01 Mar 2005
News

Facing Ambiguity

research associates Erika Ferlins and Laura Feldman, students are assigned the parts of six managers or engineers who were involved in the Columbia mission. After logging into their password-protected role, students watch, read, and... View Details

Keywords: Julia Hanna; Space Research and Technology; Government

05 Oct 2009
Research & Ideas

The Vanguard Corporation

were going to succeed and prosper needed to manage risks better, have a stronger sense of purpose to motivate their employees, and satisfy a public already agitated about scandals such as Enron in the corporate world. What I didn't see... View Details

Keywords: by Sean Silverthorne

01 Jun 1998
News

Diversity and Community

at IBM? What can be done to maximize your group's productivity? What should IBM be doing to maximize the pursuit of business opportunities, based on the purchasing decisions of the customers you deal with? What should IBM be doing to help... View Details

Keywords: Garry Emmons

Web

Once in a Lifetime Opportunities | Social Enterprise | Harvard Business School

effectively and efficiently measure the impact of Acumen’s portfolio companies. “We developed Lean Data as a smart way to listen to our customers and understand the impact of our products and services on their lives,” Kasia says. In the... View Details

01 Jun 1996
News

New Releases

and 1990s, however, competitive pressures have forced managers to reassess industrial research as a business priority. In Engines of Innovation: U.S. Industrial Research at the End of an Era, editors Richard Rosenbloom, the School's David... View Details

04 Oct 2019
News

Changing of the Guard at Tesco

of amazing retailers with the organization. It’s much broader, about strategy, if you understand the brand, the customer and do you have the interpersonal skills to engage with 450,000 people?” READ MORE View Details

Keywords: Tesco; Food and Beverage Stores; Retail Trade

12 Oct 1999
Research & Ideas

Rapid Response: Inside the Retailing Revolution

get what they wanted. Choices were more limited, delivery time was measured in months, and warehouses were typically piled high with mountains of expensive inventory—often comprised of too many unpopular products and too few hot sellers. Today, this scenario is ancient... View Details

Keywords: by James E. Aisner; Apparel & Accessories; Fashion; Consumer Products; Manufacturing; Retail

Publications