Customer Management - Publications - Faculty & Research

05 Jun 2013
Op-Ed

Corporate Leaders Need to Step Up on Climate Change

Green initiatives are ubiquitous these days, implemented with zeal at companies like Dupont, IBM, Walmart, and Walt Disney. The programs being rolled out—lighting retrofits, zero-waste factories, and carpool incentives—save money and provide a green glow. Most large... View Details

Keywords: by Michael Toffel & Auden Schendler

June 2023 (Revised March 2024)
Case

Creating World-Class Board Governance at SECO

By: Krishna G. Palepu and Emer Moloney

In Spring 2023, SECO CEO Massimo Mauri had the ambition to grow the €200 million revenue technology company to a €1 billion company by 2030. Founded in Italy in the 1970s, the family-owned company had gone through a period of growth and internationalization,... View Details

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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

21 May 2019
News

Confronting the Future of Climate Change in the Midwest

New weather patterns brought on by climate change will require updated farming practices, effective water management, and innovative pest and disease management in the Midwest and around the globe. Increasingly, the business community is... View Details

Keywords: Agriculture

19 Dec 2016
Research & Ideas

The 10 Most Popular Stories of 2016

and Donald Trump attracted lots of attention. Here are the year’s 10 most popular research-related stories, columns, and op-eds on Working Knowledge: How Uber, Airbnb, and Etsy Attracted Their First 1,000 Customers Thales Teixeira studies... View Details

Keywords: by Carmen Nobel

15 Oct 2019
News

Understanding Challenges Across the Supply Chain

Alvarez has visited farms, slaughterhouses, packing plants, and supermarkets to explore issues of concern to managers working around the world and across the supply chain. “We try to get into the weeds of what’s happening and speak to the... View Details

20 Aug 2007
Research & Ideas

HBS Cases: Using Investor Relations Proactively

management of financial communication? Greg Miller: The French group Total and the British BP are both major players in the oil and gas industry, which is increasingly moving into the center of public interest due to its booming oil and... View Details

Keywords: by Martha Lagace; Energy; Utilities

25 Mar 2014
First Look

First Look: March 25

working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=46882 Friends with Close Ties: Asset or Liability? Evidence from the Investment Decisions of Mutual Funds in China By: Gao, Xinzi, T.J. Wong, Lijun Xia, and Gwen Yu Abstract—When fund View Details

Keywords: Sean Silverthorne

25 Feb 2002
Research & Ideas

The Country Effect: Does Location Matter?

firms in industrialized countries, while the new study finds market orientation—where the interests of customers are placed first among stakeholders—is more central to the high performance Asian firms. The work also argues against a... View Details

Keywords: by Sean Silverthorne

20 May 2014
First Look

First Look: May 20

challenge for the existing theories on upstream capital flows and global imbalances. August 2013 Journal of the European Economic Association The New Empirical Economics of Management By: Bloom, Nicholas, Renata Lemos, Raffaella Sadun,... View Details

Keywords: Sean Silverthorne

20 Dec 2022
Blog Post

7 Resolutions for Recruiting in the New Year

retaining, and developing talent who bring different perspectives, varied skills, and unique life experiences.Resolve to do a talent audit. Is your senior leadership representative of your full team and the customers you serve, across... View Details

Keywords: All Industries

20 Sep 2013
News

Connections Add Up

Nan Morrison and Sally Wood It takes a village to raise a game-changing non-profit, and Nan Morrison (MBA 1987) and Sally Wood (MBA 1983) have found a community of support among their HBS friends and fellow alumni. "I'm proud of my whole View Details

Keywords: Jill Radsken; Educational Support Services; Educational Services; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Personal Services

08 Nov 2010
Research & Ideas

How to Fix a Broken Marketplace

markets must also overcome the fact that some transactions are considered repugnant, especially in the infancy of an industry. (For instance, life insurance—in which companies essentially place bets on when a customer will die—used to be... View Details

Keywords: by Carmen Nobel; Health

08 Dec 2003
Research & Ideas

Why Europe Lags in Pharmaceuticals and Biotech

'86). She is global marketing director at Baxter Healthcare. She recalled that while living in the United Kingdom, her children started a lemonade stand but few potential customers even gave it a second glance. In the U.S., she said, you... View Details

Keywords: by Sean Silverthorne; Biotechnology; Health; Pharmaceutical; Technology

24 Sep 2024
Research & Ideas

Why Small Businesses Deserve More Credit

study with Deniz Aydin, an assistant professor at Washington University in St. Louis’s Olin Business School. Test case in Turkey To test how small firms manage and use their debt, Aydin and Kim turned to extensive lending data from a... View Details

Keywords: by Rachel Layne; Financial Services; Banking

05 Aug 2015
What Do You Think?

What Happened to the ‘Innovation, Disruption, Technology’ Dividend?

per unit of energy consumed.” Dan Wallace asked whether or not we have “the wrong expectations.” As an example, he cited the sharing economy, where we achieve “better asset utilization and customer experience, but not necessarily... View Details

Keywords: by James Heskett; Computer; Technology

05 Sep 2006
Research & Ideas

HBS Cases: Porsche’s Risky Roll on an SUV

other firms around the world improve in competitiveness and quality, at what point are customers no longer going to be willing to pay a premium for higher-quality goods? The quality differential will also probably shrink over time in... View Details

Keywords: by Martha Lagace; Auto; Manufacturing

Web

Entrepreneurship Outside the Valley - Course Catalog

to the local market in which customer tastes, buying habits, and willingness to pay may differ. For B2C companies, are customer buying habits and tastes similar? What are logistical constraints that differ?... View Details

20 Feb 2007
First Look

First Look: February 20, 2007

Consolidation and the Institutional Contingency of Professional Counter-Mobilization in US Banking Authors:Christopher Marquis and Michael Lounsbury Periodical:Academy of Management Journal (forthcoming) Abstract In this paper, we... View Details

Keywords: Martha Lagace

22 Jan 2001
Research & Ideas

Control Your Inventory in a World of Lean Retailing

with high variance. (See the exhibit "A Better Way to Manage Inventory.") The first test shows a scenario in which a manufacturer is most concerned about keeping its big retail customers happy by... View Details

Keywords: by Frederick H. Abernathy, John T. Dunlop, Janice H. Hammond & David Weil; Consumer Products

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