Customer Management - Publications - Faculty & Research

01 Sep 2010
News

Letters to the Editor

and consequences. Boards and managers cannot simply be regulated into managing their companies in a responsible manner. Here’s an idea we might try. The United States has gotten a lot of mileage out of... View Details

Keywords: Securities, Commodities, and Other Financial Investments; Finance

01 Jun 2024
News

Decoding the Promise and Perils of Generative AI

ChatGPT burst into the public consciousness on November 30, 2022. Within two months, the generative artificial intelligence (GenAI) software, which leverages a large language model (LLM) to produce human-like, text-based conversations, had reached an estimated 100... View Details

Keywords: April White

01 Jan 2005
News

Nancy M. Barry, MBA 1975

microfinance institutions and banks in developing countries that make small loans to low-income women-and in some instances, men-so that they can build their own business and move beyond poverty. A customer in The Gambia, for example,... View Details

01 Oct 1996
News

Leading In a New Era

management practice has evolved since the "benevolent, high-growth environment" following World War II. That era provided fertile ground for the growth of Alfred Sloan's "strategy, structure, systems" model of the divisional corporation... View Details

Keywords: Nancy O. Perry

16 May 2018
News

ALUMNI NVC Finals and Regional Roundup

WeMaintain, an elevator maintenance services platform that pairs elevator mechanics with property managers and parts suppliers, “revolutionizing customer experience and empowering mechanics.” “The HBS Club... View Details

Keywords: Margie Kelley

29 Sep 2015
First Look

September 29, 2015

patients; however, organizations have struggled to obtain outcomes data from electronic health record (EHR) systems. This study describes how Texas Children’s Hospital customized a commercial EHR system and assembled a cross-functional... View Details

Keywords: Sean Silverthorne

06 Nov 2013
What Do You Think?

Is Top-Down Resource Allocation on the Rise?

under fire. Among the reasons were lack of demand from existing customers (not always the best ones to ask) for disruptive technologies and the kiss of death for new ideas in large organizations; the fear among business unit View Details

Keywords: by James Heskett

12 Oct 1999
Research & Ideas

What It Takes: Minorities in the Executive Suite

Express; Solomon Trujillo, president and CEO of U S West Communications; and Ann Fudge, president of Maxwell House Coffee Company and Post Cereals? How did these people of color overcome the odds and break through the glass ceiling that hangs over the heads of most... View Details

Keywords: by Judith A. Ross

October 2019
Case

GRIT Fitness

By: Lynda M. Applegate and Olivia Hull

In December 2018, GRIT Fitness was a growing chain of boutique fitness studios offering a variety of workout classes, including weightlifting, high intensity interval training, and cardio dance. With 400 members and three Dallas studios, CEO Brittani Rettig believed... View Details

Citation

Educators

Purchase

14 Jun 2011
First Look

First Look: June 14

managers publicly acknowledge the need to explore new businesses and markets, the claims of established businesses on company resources almost always come first, especially when times are hard. When top teams allow the tension between... View Details

Keywords: Sean Silverthorne

01 Sep 2003
News

Dean Clark Reflects on the School’s Key Initiatives

and academia on issues including executive compensation, limits to board effectiveness, capital market intermediaries, and the role of management education. These highly informative sessions stimulated new thinking and will form a basis... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

Web

Supplemental Financial Information - Financial Report 2015

through its educational programs (including MBA, Doctoral, Executive Education, and HBX), as well as through Harvard Business Publishing (HBP) to students, academics, and managers around the world. Completing a self-sustaining cycle,... View Details

14 Apr 2008
Research & Ideas

The Surprising Right Fit for Software Testing

cubicles—is often treated as an afterthought at immature IT organizations, says HBS professor Robert Austin. Yet this attitude is unwise, because the sooner bugs are caught, the easier and cheaper they are to correct. But who is best suited to control and View Details

Keywords: by Martha Lagace; Video Game; Web Services; Computer

01 Sep 2008
News

The MBA Turns 100

Six months before Harvard Business School officially opened in October 1908, the School had no classrooms, no faculty, and no curriculum. But its proponents had a Big Idea: Create a professional school designed to train managers for a... View Details

Keywords: Roger Thompson; Colleges, Universities, and Professional Schools; Educational Services

17 Dec 2001
Research & Ideas

Venture Capital: Hot Markets and Current Industry Trends

added. Neeraj Agrawal, Senior Associate, Battery Ventures, said he's interested in enterprise software and data center automation, but not so keen on customer relations management or wireless. "The... View Details

Keywords: by Julia Hanna

20 Dec 2018
Blog Post

A Time For Opportunity In Food and Agriculture

helping to run so-called “disruptors.” Yi Chen (MBA 2014) is VP of Product for Toast, Inc., a customizable point-of-sale and management system for restaurants. Nicole Ledoux (MBA 2008) is Co-Founder of 88 Acres, which bakes and... View Details

01 Jun 2020
News

Check In

hotels we own, we’re looking at hospital-grade sanitation programs. We’re looking at things like plexiglass shields between the customer and the check-in desk. We’re considering what social distancing looks like in our restaurants—or do... View Details

Keywords: Julia Hanna; hotels; COVID-19; real estate; Accommodation; Hospitality

24 Mar 2002
Research & Ideas

Are Assets Only for America’s Wealthy?

enough money to prosper, low-income families' access to health benefits, their civic participation, family stability, and mental wellbeing are all diminished by their low success rate in building assets. Peter Tufano, Sylvan C. Coleman Professor of Financial View Details

Keywords: by Carla Tishler

16 Nov 2011
News

Are Humans Cost-Effective?

course there is the obvious upside. As IBM says, such business analytics systems “help cut costs, boost profits, manage risk, and make better predictions about your customers and your market.” One area in... View Details

Keywords: Garry Emmons

30 Apr 2001
What Do You Think?

Dot.Com Shakeout: Chess or Roulette?

it's all about timing; it's all about wit and hard work; it's neither business disaster nor business opportunity BUT just plain business; it's the same ol' stories that span centuries of commerce." Wilson Kimutai commented that those who figure out what View Details