Publications

April 2012
Case

Pret A Manger

By: Frances X. Frei, Rick Goldberg and Stephanie van Sice

Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to... View Details

Keywords: Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London

January 2010 (Revised April 2010)
Case

Credit Suisse Group: Managing Equity Research as a Business

By: Boris Groysberg, Paul M. Healy and Sarah Abbott

In 2003, in the midst of industry turmoil and company-specific challenges, Stefano Natella was named Global Head of Equity Research at Credit Suisse. Over a six-year period, Natella implemented and refined a new methodology for valuing equity research analysts, both... View Details

Keywords: Business Model; Change Management; Customer Satisfaction; Compensation and Benefits; Selection and Staffing; Balanced Scorecard; Organizational Change and Adaptation; Financial Services Industry

March 1991 (Revised October 1991)
Background Note

Manage Orders, Satisfy Customers, Make Money

By: Benson P. Shapiro and John J. Sviokla

Keywords: Customer Satisfaction; Order Taking and Fulfillment

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March 1999
Article

Practices for Managing Information Flows Within Organizations

By: Joel Demski, Tracy Lewis, Dennis Yao and Huseyin Yildirim

Firm organization determines how coworkers communicate and how information flows within the firm. Banking, accounting, consulting, and legal firms process proprietary information which their clients wish to protect. The firm's ability to safeguard and manage... View Details

Keywords: Information Management; Management Practices and Processes; Safety; Governance Controls; Customer Focus and Relationships

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06 Oct 2020
Sharpening Your Skills

18 Tips Managers Can Use to Lead Through COVID's Rising Waters

medical relief fund for employees diagnosed with COVID-19. To learn more, read What Customers Need to Hear from You During the COVID Crisis Jill J. Avery, senior lecturer of business Administration, C. Roland Christensen Distinguished... View Details

Keywords: by Sean Silverthorne

2000
Chapter

Relationship Marketing and Key Account Management

By: Joseph P. Cannon and N. Narayandas

Keywords: Customer Relationship Management

January 2020
Case

Banorte Móvil: Data-Driven Mobile Growth

By: Ayelet Israeli, Carla Larangeira and Mariana Cal

In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details

Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile and Wireless Technology; Growth and Development Strategy; Customers; Technology Adoption; Communication Strategy; Banking Industry; Mexico; Latin America

05 Dec 2012
What Do You Think?

Should Managers Bother Listening to Predictions?

Summing Up Can Managers Afford to Ignore Predictions in Planning? There is a healthy skepticism when it comes to the reliability of predictions as a basis for planning. Donald Kortalon, commenting on this month's column, cites a number of... View Details

Keywords: by James Heskett

2002
Chapter

Cooperative Customer Management: Is There Strategic Potential for a New Relationship between Retail and Industry?

By: Christian H.M. Ketels, Dirk Seifert and Alexander Kracklauer

Keywords: Customer Relationship Management; Cooperation; Supply Chain Management; Retail Industry; Manufacturing Industry

November 2019 (Revised April 2020)
Case

Away: Scaling a DTC Travel Brand

By: Jill Avery and Joseph B. Fuller

Away, a direct-to-consumer, digital native e-commerce seller of travel luggage, is debating how to invest its latest round of venture funding. How quickly could and should Away scale and what were the most promising growth trajectories to maximize its potential? Three... View Details

11 Jul 2005
Research & Ideas

The New International Style of Management

consider other options in China. "I have no regrets," he adds, "because I learned so much from that experience." Now working in strategic planning for Philip Morris International's China operations, Klump is part of a small View Details

Keywords: by Garry Emmons

August 2019
Case

Twiggle: E-Commerce with Semantic Search

By: Shane Greenstein and Danielle Golan

Four years after being founded, in 2014, by former Google executives Amir Konigsberg (CEO) and Adi Avidor (CTO), Twiggle had developed a search enhancement that plugged into an online merchant’s existing framework. The company utilized advanced structuring and... View Details

Keywords: Search Technology; Customer Acquisition; Internet and the Web; Technological Innovation; Commercialization; Growth and Development Strategy; E-commerce; Technology Industry; Israel

12 Mar 2014
Lessons from the Classroom

Managing the Family Business: Firing the CEO

Editor's note: This is part of a series of occasional columns on managing the family business written by Senior Lecturer John A. Davis. In this article, Davis discusses when to make changes at the top. No one needs convincing that the... View Details

July 2018 (Revised March 2019)
Teaching Note

Hilti (A): Fleet Management?

By: Ramon Casadesus-Masanell and Jan Rivkin

This Teaching Note accompanies the case HBS No. 718-419, “Hilti (A): Fleet Management.” It provides guidelines for class discussion, as well as a board plan and transcripts of the associated videos, Hilti Fleet Management Video Supplements.
The associated case... View Details

April 1998 (Revised January 2000)
Case

Pioneer Hi-Bred International, Inc.: Supply Management

By: Francis Aguilar, Paul Clark and Xin Xi He

This case depicts the supply-management practices--including planning, production, and distribution--at Pioneer Hi-Bred International, the world's leader in the genetically engineered hybrid crop-seed industry. Set in the context of a supply-management planning... View Details

Keywords: Plant-Based Agribusiness; Production; Distribution; Marketing Strategy; Customer Focus and Relationships; Logistics; Planning; Agriculture and Agribusiness Industry; Biotechnology Industry

July 2013 (Revised August 2017)
Case

TaKaDu

By: Elie Ofek and Matthew Preble

In December 2012, Amir Peleg, founder and CEO of TaKaDu, reflected on how to position his young firm for the next fiscal year and beyond. The small Israeli startup had developed an innovative software system that used patented algorithms and statistical analysis to... View Details

May 2016
Case

OPET: Precision Marketing in Uncertain Times

By: Rajiv Lal, Esel Çekin and Eren Kuzucu

During Timucin Guler’s decade at OPET, a prominent fuel distributor in Turkey, he transformed the definition of marketing in the company. Under Guler’s lead, OPET, once a local player in the downstream distribution market, became the second largest fuel distributor in... View Details

Keywords: Customer Satisfaction; Customer Service; Emerging Market; Focusing On Customers; Competition; Turkey; Loyalty Program; Marketing Strategy; Downstream Distribution; Customer Relationship Management; Energy Industry; Turkey