Customer Management - Publications - Faculty & Research

Web

Courses by Faculty - Course Catalog

Optimizing Product Line Architecture Marketing Spring 2025 Q4 1.5 Dwight Angelini Real Estate Investing Finance Spring 2025 Q3 1.5 Eva Ascarza Managing Customers for Growth Marketing Fall 2024 Q2 1.5 Julia... View Details

26 Feb 2001
Research & Ideas

Evolving for Success [Part One]

discovered that the Internet was full of reinvented wheels, and that we needed that historical memory. Those youthful companies needed the wisdom of the established business world. And established companies that had the brand, management... View Details

Keywords: by Staff

07 Mar 2005
Research & Ideas

The Rise of Innovation in Asia

last two years, spending not only on a potentially huge customer base, but also as a source of cutting-edge manufacturing, said Dhananjaya Dvivedi, senior managing executive officer of Shinsei Bank. HBS... View Details

Keywords: by Sean Silverthorne

01 Jun 2022
News

Turning Point: Sparking Change

Gillette, Pillsbury, and L’Oréal. In 2001, I launched The ComfortCake Company, selling pound cakes based on my original recipes to customers ranging from United Airlines to Walmart. But teaching was always at the back of my mind as a... View Details

22 Feb 2022
News

March 2022 Alumni and Faculty Books

marketplace status quo. Demanding a voice and sometimes a hand in the products they buy, these digitally empowered consumers― “Me’s”―have inverted the traditional power dynamics of retail into metail. To put it simply, your customers are... View Details

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 Dec 2010
News

How to Survive Past Start-up

opportunities? The most successful entrepreneurs I interviewed demonstrated that the key is to focus on finding customer problems first, and only then on searching for solutions that can help. “The real dividing line is simple,” explained... View Details

Keywords: Bill Murphy Jr.; News, Library, Internet, and Other Services; Information; Health and Personal Care Stores; Retail Trade

23 Aug 2019
Sharpening Your Skills

Has the Corporate Mission Just Been Disrupted?

Pons discusses what it means for US business leaders in confronting environmental challenges. 4 Ways Managers Can Exercise Their 'Agency' to Change the World In the face of today’s many messy problems, businesses must strive to help find... View Details

Keywords: by Sean Silverthorne; Green Technology

13 Jun 2017
News

Finding Common Ground

company seem bigger than it actually was. He was almost discovered when a Japanese customer arrived in the United States and insisted they meet and go to dinner. Two years shy of legal drinking age, Crespin spent the evening in mortal... View Details

Keywords: Ralph Ranalli

09 Nov 2015
Research & Ideas

These Employers Pay Higher Salaries than Necessary

system negotiate. “Workers on the market have lots of feedback on their past jobs, and can also see how much experience the employer has on the market,” says Christopher T. Stanton, an assistant professor in the Entrepreneurial Management... View Details

Keywords: by Michael Blanding; Employment; Technology; Computer

02 May 2012
What Do You Think?

Can the “Leadership Industry” Fulfill Its Promise?

industry in general fails in: (1) catering to customer desires for short courses that produce quick results, (2) emphasizing, and training for, ways of gaining self-knowledge, (3) providing laboratories for the application of passively... View Details

Keywords: by Jim Heskett

16 Jun 2003
Research & Ideas

Peeling Back the Global Brand

same brand is offered in different countries with a different product formulation. Depending on the country, people usually wash clothes with hot or cold water, so the product formulation needs to be adapted, he said. Idiosyncratic View Details

Keywords: by Martha Lagace; Consumer Products; Retail

Profile

Anthony Tan

driving endlessly seeking fares. It was an Uber-like app aimed at benefitting beleaguered taxi drivers and making customers feel safer and better served. Unlike Uber, which has upset local taxi markets by launching a competitive force to... View Details

03 Mar 2014
HBS Case

Decommoditizing the Canned Tomato

created polpa: cans of peeled, finely chopped tomatoes meant to save time without sacrificing flavor. The product was wildly popular with the restaurants that made up the bulk of Mutti customers at the time. Can a canned tomato command a... View Details

Keywords: by Maggie Starvish; Agriculture & Agribusiness; Food & Beverage; Retail

24 Sep 2014
Op-Ed

The ABCs of Addressing Climate Change (From a Business Perspective)

zone. It's how financial managers cover the possibility of unlikely but high impact events. Why would asset owners—never mind groups of citizens—not want to use a probability-based approach to resilience of physical portfolios in the face... View Details

Keywords: by John Macomber; Energy; Utilities

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

23 Aug 2004
Research & Ideas

Strategy for Small Fish

started developing them have ceased to exist as independent entities. In those cases in which the skills and capabilities that characterized new ecosystem domains were distinct enough to justify a truly focused strategy (for example, personal financial accounting or... View Details

Keywords: by Marco Iansiti & Roy Levien

01 Jun 1999
News

Where Main Street Meets Wall Street

the money management organization even closer to the ultimate consumer, with extensive information, research, and thousands of mutual funds to choose from, all with a few keystrokes. It's already happening." Of course, the Internet tidal... View Details

Keywords: Garry Emmons

02 Apr 2013
First Look

First Look: April 2

413-031 Talking Strategy at Greighton Partners Since its inception, London-based private equity firm Greighton Partners had managed over $15 billion in investor capital. The firm employed about 150 professionals around the globe and had... View Details