Customer Management - Publications - Faculty & Research

01 Dec 2016
News

Alumni Books of 2016

specifically. Managing in the Gray: Five Timeless Questions for Resolving Your Toughest Problems at Work by Joseph L. Badaracco Jr. (MBA 1978) (Harvard Business Review Press) Part of a manager’s job is making tough calls, and the hardest... View Details

26 Aug 2016
News

Improving Wellness Through Better Nutrition

diseases—heart disease, renal disease, celiac, diabetes, cancer—are influenced by the food we eat,” Burrough notes. By providing freshly made meals with ingredients customized to meet specific nutritional needs, Mom’s Meals helps seniors... View Details

05 Feb 2001
What Do You Think?

Do MBA Programs Face “The Innovator’s Dilemma”?

what important groups of customers say they need in the way of products and services of increasing capability (as well as prices and margins) expose themselves to competition from innovators who create alternatives with limited capability... View Details

Keywords: by James Heskett

Web

Data for Impact: Impact Measurement from Startup to Fortune 500 C-Suite - Course Catalog

center on social and environmental impact, the methods utilized in class extend to any question of causal inference, including questions about whether a particular endeavor increases a firm’s profits, raises customer engagement, etc. It... View Details

Profile

Shana Hoffman

loved ones access to customized care plans and provides them with education and resources on how to provide better care with less burden and lower cost. Even in its nascent stages, CareSolver has attracted favorable interest. The i-lab... View Details

15 Jul 2008
First Look

First Look: July 15, 2008

history of innovation, by the late 1990s Muzak had anemic financials and low employee morale. When new CEO Bill Boyd took the helm in 1997, he assembled a new management team. The new VP of Marketing, Kenny Kahn, worked with design firm... View Details

Keywords: Martha Lagace

12 Oct 1999
Research & Ideas

Where Main Street Meets Wall Street

funds offer a level of professional investment management capability and skills once reserved for institutions or wealthy individuals. They provide a strong incentive to save and invest and have been a great source of wealth accumulation... View Details

Keywords: by Garry Emmons; Financial Services

13 Nov 2020
News

Insatiably Curious

college, Ma worked as a project manager at Hewlett-Packard (HP), where she first realized she had an interest in business. “I had this insatiable curiosity about HP’s customers and the company’s... View Details

15 Oct 2014
Research & Ideas

Apple Pay’s Technology Adoption Problem

communications readers used by Apple Pay unless consumer demand is high. First off, Apple must convince merchants to adopt its service, says Willy Shih, the Robert and Jane Cizik Professor of Management Practice. “I think Apple has its... View Details

Keywords: by Dina Gerdeman; Technology; Retail

Web

Strategy Execution - Course Catalog

had sound strategies but were unable to execute them effectively. With changing customer preferences, increasing global competition, disruptive technologies, heightened employee expectations, and unpredictable macroeconomic shocks,... View Details

01 Dec 2017
News

Ask the Expert: Human Intelligence

illustration by Taylor Callery illustration by Taylor Callery Artificial intelligence is not a replacement for the human brain. At least not yet. “That is decades away,” says Rudina Seseri (MBA 2005), answering one of the most common questions she hears. As cofounder... View Details

Keywords: April White

June 2010
Teaching Note

Cisco Business Councils (2007): Unifying a Functional Enterprise with an Internal Governance System (TN)

By: Ranjay Gulati and Marlo Goetting

Teaching Note for 409062. View Details

Keywords: Customer Focus and Relationships; System; Business Units; Corporate Strategy; Infrastructure; Growth and Development; Decision Making; Restructuring; Resource Allocation; Information Technology Industry

Citation

Purchase

01 Dec 2013
News

Curing Health Care

back-office burdens from the doctors and support staff to the company. One of the company's software services, for example, translates electronic records from its system to others (no more stuck MRIs), and lets doctors track and manage... View Details

Keywords: Management; Management; Management; Management; Management

16 Dec 2013
HBS Case

D’O: Making a Michelin-Starred Restaurant Affordable

operational innovation to manage the tradeoff between cost and quality. It's an issue you find in every business, whether you're a chef or an executive at Mercedes or BMW or Apple." In November, Oldani visited Pisano's second-year... View Details

Keywords: by Carmen Nobel & Joanie Tobin; Food & Beverage

29 Apr 2016
News

The First Five Years: Kelly McKenna (MBA 2015)

situations—gives them energy and motivation to fill out housing applications or job applications that they simply didn’t have before.” What does your role at ArtLifting involve? “A little bit of everything! As COO, my job is to work closely with our CEO to View Details

01 Apr 1996
News

New Releases

materials in their own training and development programs, focus on products covering key topics such as communication skills, change management, customer service, diversity, innovation, leadership, quality, sexual harassment, strategy,... View Details

05 Feb 2009
Research & Ideas

In Praise of Marketing

less worthy a profession. Marketing in the United States benefited mightily from the endorsement of management guru Peter Drucker, who famously stated: "Because its purpose is to create a customer, the business enterprise has two—and... View Details

Keywords: by John Quelch; Advertising

20 Mar 2017
Book

Why Companies Are Placing Users at the Core of Their Innovation Strategies

number of companies are placing users at the core of their business strategies. Take MUJI, a leading Japanese design retailer, which has created a range of products designed by customers including a car, light fixtures, and sofas. The... View Details

Keywords: by Dina Gerdeman

31 Mar 2002
What Do You Think?

Is This the Decade of the Investor?

industries, from which customers appear to have been the major beneficiaries. I do not think the situation will change for the better for investors. It will not change because the odds are heavily stacked against them.— Dr. B. V.... View Details