Customer Management - Publications - Faculty & Research

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

18 Sep 2018
First Look

New Research and Ideas, September 18, 2018

theoretical prediction using a novel methodology based on the classic gravity equation in economics and measures of knowledge distance. Using a custom dataset of patents filed by all global subsidiaries of the top 25 patenting U.S.... View Details

Keywords: Dina Gerdeman

17 Mar 2022
Research & Ideas

Navigating Tradeoffs: How Purpose Becomes a Company's ‘Lighthouse in the Storm’

my new book Deep Purpose: The Heart and Soul of High-Performance Companies, I explore how purpose-driven leaders find success by going beyond focusing only on shareholders and customers and also considering their employees, communities,... View Details

Keywords: by Ranjay Gulati

15 May 2006
Lessons from the Classroom

Women Find New Path to Work

What's happened in the world of marketing in the past five years? What new tools are out there? What avenues are people using to reach customers in new and different ways? How are they even thinking about the customers? [HBS marketing... View Details

Keywords: by Mallory Stark

29 Oct 2000
Research & Ideas

The Entrepreneurial Venture: A Conversation

"safe" jobs turned out to be not very safe at all, as large companies entered extended periods of malaise and restructuring. Ed O'Lear: It's important to note why money managers decided to allocate significant assets to venture... View Details

Keywords: by Susan Young

02 Sep 2008
First Look

First Look: September 3, 2008

Hotels: Brand Differentiation through Customer Relationship Management Harvard Business School Case 809-029 This case analyzes the Hilton Hotels Corporation's CRM strategy at a key juncture in its history,... View Details

Keywords: Sean Silverthorne

16 Feb 2016
First Look

February 16, 2016

funds' holdings of securitizations to examine which investors are susceptible to such boom-time thinking. We show that firsthand experience plays a key role in shaping investors' beliefs. During the 2003–2007 mortgage boom, inexperienced fund View Details

Keywords: Sean Silverthorne

11 Mar 2009
HBS Case

The Energy Politics of Russia vs. Ukraine

domestic and internecine dynamics affect the management of a state-controlled company. "Reinserting itself in the energy sector, the Russian state has installed a world-class, market-oriented management... View Details

Keywords: by Garry Emmons; Energy; Utilities

01 Mar 2009
News

Gazprom Goes Global

political and economic influences and domestic and internecine dynamics affect the management of a state-controlled company. “Reinserting itself in the energy sector, the Russian state has installed a world-class, market-oriented View Details

Keywords: Garry Emmons; Natural Gas Distribution; Utilities

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

Web

Day in IFC: Layla Ramirez (MBA 2017), Africa - MBA

Ethnological Museum, we arrive at the Holy Trinity Church. It was built to commemorate Ethiopia's liberation from Italian occupation and is the second most important place of worship in Ethiopia. In observance of religious customs and... View Details

16 Nov 2020
Blog Post

Flatiron School: Reflections from Summer 2020

new movie studio to a major technology company. We analyzed publicly available movie data using our newly learned Python and SQL skills. Our second project was the capstone project, and I worked with Birchbox (an HBS founded company!) on analyzing their View Details

Keywords: All Industries

Web

Supplemental Financial Information - Annual Report 2014

internally funded faculty research. The resulting intellectual capital is disseminated by Executive Education and Harvard Business Publishing (HBP) to managers around the world. Completing a self-sustaining cycle, revenues from these two... View Details

09 Feb 2010
First Look

First Look: Feb. 9

differences appear to be associated with different models of development—open, distributed organizations developing systems with smaller cores. We find that core components are often dispersed throughout a system, making their detection and View Details

Keywords: Martha Lagace

21 Aug 2019
Blog Post

Leveraging Academic Opportunities to Attain My Post-HBS Job

immense value for businesses that need to assess an individual’s financial information, such as lenders. Ultimately, Plaid’s mission is to empower innovators by democratizing access to the financial system. I had always been interested in Plaid and one of my previous... View Details

15 Aug 2005
HBS Case

Classic Cases Live On at HBS

reading in a trade publication about Benihana's innovative and efficient use of labor and layout to lower costs and facilitate customer turnaround times, Professor Earl Sasser produced the Benihana case in 1972 with research associate... View Details

Keywords: by Garry Emmons

16 Jul 2013
First Look

First Look: July 16

author cites a number of companies that have moved toward or into what he calls "the efficiency frontier." These include Sarvajal, in India, which saves money and eliminates waste by selling direct to customers through its... View Details

Keywords: Anna Secino

02 Jan 2007
Research & Ideas

Most Popular Articles of 2006

In the six-year history of Harvard Business School's Working Knowledge, some types of articles have always been popular with our readers. Want to generate a lot of reader buzz? Then write about negotiation strategy, managing IT,... View Details

Keywords: by Sean Silverthorne

01 Oct 2002
News

What's Cookin'

2:00 that afternoon, closed, worked all night to make more food, and sold out again the next day.” The business grew 8 percent each month for the first fifteen months. For a while, Garner served as chief pasta maker, accountant, and general business View Details

Keywords: Hanna, Julia

22 Nov 2006
Research & Ideas

CEO Succession: The Case at Ford

Carly Fiorina, who had problems at Hewlett Packard? Mulally has a terrific record in managing a manufacturing or assembly manufacturing business. A: Well, I've already touched on a key element, and that is how much do they know about the... View Details

Keywords: by Jim Aisner; Auto; Employment

Publications