Customer Management - Publications - Faculty & Research

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

16 May 2005
Research & Ideas

Confronting the Reality of Web Services

What's next for Web services? In his case summary "Will Web Services Really Transform Collaboration?" published in the Winter 2005 edition of MIT Sloan Management Review, HBS associate professor Andrew P. McAfee argues that the... View Details

Keywords: by Sara Grant

06 Apr 2016
What Do You Think?

As Tim Cook, How Would You Tackle Apple's Next Challenge?

peculiarity.” Guy said, “If you don’t have sizzle, who cares about security?” LarryWilhel added, “Cook should get focused on leading the company. Apple Pay has the opportunity to manage a trillion dollars of transactions a year ... There... View Details

Keywords: by James Heskett; Computer

01 Oct 2000
News

Laura Scher of Working Assets

debate each month, about which customers may voice their concern to key decision-makers through free calls and easy-to-send letters. "Thanks to the HBS course Managing in a Competitive Environment, I knew... View Details

Keywords: Marguerite Rigoglioso

15 Jul 2015
Research & Ideas

Amazon Prime Day: The Logic Behind a Retailer’s Made-up Holiday

Amazon.com is taking an interesting approach to its birthday this year. The company is throwing itself a party where all its Prime customers get the gifts. Amazon Prime Day is slated for July 15th, "a one-day shopping event with more... View Details

Keywords: Re: Sunil Gupta; Retail

27 Jul 2023
Blog Post

Buy big, sell small

ApnaKlub—which leases warehouse space and trucks—sources the requested products from brand-name manufacturers and distributes them to the wholesalers, who deliver within a reliable time frame. “We leverage technology to bring our View Details

05 Dec 2017
First Look

First Look at New Research and Ideas, December 5, 2017

that addresses part of that challenge—with a particular focus on predicting customer churn. However, several other equally important aspects of managing retention have not received similar level of... View Details

Keywords: Sean Silverthorne

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

01 Mar 2013
News

Faculty Books

Enterprise Analytics: Optimize Performance, Process, and Decisions through Big Data edited by Thomas Davenport (FT Press) This book, a collection of research papers from the International Institute for Analytics, addresses a wide variety of topics in View Details

01 Sep 2016
News

Case Study: Alumni Advice for a Health Care Startup

was operating as a kind of project manager for her mom—and that she was one of 66 million Americans taking care of an ill, aging, or disabled loved one—she began to build a more modern solution to care management. Wellthy provides loved... View Details

01 Jun 2016
News

Case Study: On the Table

possible, then a change in your business model may be necessary. Go local: pre-sent choices to customers only from local suppliers so that the delivery and logistics is managed by the seller, but monitored... View Details

29 Jul 2002
Research & Ideas

Get Off the Dime!

seen a variation on this story? Getting the Bosses' Approval From Ted Watson The general idea—hardly unique to us—was to do business consistently across all of our operating units. We would have the same approach to conducting any activity regardless of whether a View Details

Keywords: by John P. Kotter & Dan S. Cohen

27 Apr 2009
Research & Ideas

Building Businesses in Turbulent Times

explains how large and small companies can position themselves to survive—and thrive—in turbulent times. Applegate is head of the School's Entrepreneurial Management Unit and faculty chair of the Executive Education Owner/President View Details

Keywords: by Staff

06 Sep 2011
Research & Ideas

How Small Wins Unleash Creativity

can shift for many reasons, but the consequences for inner work life are almost always negative. For instance, managers often fail to realize the damage that will be done to employee engagement if they neglect proper View Details

Keywords: by Carmen Nobel

24 Apr 2012
First Look

First Look: April 24

note:http://cb.hbsp.harvard.edu/cb/product/812097-PDF-ENG Business Model Analysis for Entrepreneurs Thomas R. EisenmannHarvard Business School Note 812-096 This note defines a business model and its major elements: a customer value... View Details

Keywords: Carmen Nobel

17 Apr 2017
Research Event

The Most Pressing Issues for Platform Providers in the Sharing Economy

is just one of many dilemmas that can incite insomnia in a sharing-economy platform provider. There’s also the threat of disintermediation between producers and consumers; the fear of trying to compete in a winner-take-all market; and the challenge of attracting View Details

Keywords: by Carmen Nobel; Service

01 Apr 2000
News

Award-Winning Article Urges Companies to Loosen Ties that Bind

expenses associated with everyday activities such as management meetings, conferences, phone conversations, sales calls, reports, and memos. Hagel and Singer maintain that by dramatically reducing interaction costs, the Internet and other... View Details

Fast Answer

Bloomberg: company information

for dividend/split history. EE for earnings estimates. ERN for earnings. FA for financial analysis. HDS for institutional and insider holdings. HG for historical price graph. HP for historical price table. MGMT for management profiles.... View Details

Profile

Michelle Giguere

In high school, Michelle Giguere, "fell" into the Gap and never left, working part-time at the apparel retailer throughout college and returning full-time after graduation. "I loved the mix of fashion with the energy of View Details

01 Dec 1999
News

New HBS Portal Offers Alumni Just-In-Time Business Information

Two years ago, Thomas J. Michalak, executive director of Baker Library, got a phone call from a Boston-area HBS alumnus. The graduate was researching a management project and wanted online access to the School's extensive range of... View Details

Publications