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September 2016 (Revised February 2017)
Case

Angie's List: Ratings Pioneer Turns 20

By: Robert J. Dolan and Ayelet Israeli

In 1995, before people “googled” or “yelped,” Angela Hicks (HBS, 2000) was establishing her Angie’s List as a pioneer in the accumulation and dissemination of consumer rating information. Hicks focused on the home repair and maintenance market and, as she put it,... View Details

September 2017
Case

Tencent

By: John R. Wells and Gabriel Ellsworth

Tencent had undergone many transformations since it was founded in 1998 as a simple messaging service. In 2017, it was the largest online games provider in China with a wide range of game types, China’s largest social networking service provider with several of the... View Details

Keywords: Tencent; Tencent Holdings; WeChat; Social Networking; Social Networks; Gaming; Gaming Industry; Video Games; Computer Games; Mobile Gaming; Portals; Payments; Mobile Payments; O2O; Online-to-offline; E-commerce; Messaging; Subscription Model; Freemium; Mobile App Industry; Smartphone; PC; Monetization Strategy; Antitrust; Streaming; Cloud Computing; Artificial Intelligence; Big Data; Alibaba; Facebook; JD.com; Tesla; Bundling; Synergies; Digital Strategy; Imitation; Licensing; Agility; Entry Barriers; Online Platforms; Advertising; Digital Marketing; Business Ventures; Acquisition; Mergers and Acquisitions; Business Conglomerates; Business Units; Business Growth and Maturation; Business Organization; For-Profit Firms; Joint Ventures; Restructuring; Communication; Communication Technology; Blogs; Interactive Communication; Interpersonal Communication; Entertainment; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Investment; Investment Portfolio; Price; Profit; Revenue; Geographic Scope; Cross-Cultural and Cross-Border Issues; Global Strategy; Multinational Firms and Management; Globalized Markets and Industries; Business History; Innovation Strategy; Technological Innovation; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Product Positioning; Social Marketing; Network Effects; Emerging Markets; Market Entry and Exit; Digital Platforms; Industry Growth; Monopoly; Media; Distribution Channels; Product Development; Service Delivery; Organizational Change and Adaptation; Organizational Structure; Public Ownership; Problems and Challenges; Business and Government Relations; Groups and Teams; Networks; Opportunities; Social and Collaborative Networks; Strategy; Adaptation; Business Strategy; Commercialization; Competition; Competitive Advantage; Competitive Strategy; Cooperation; Corporate Strategy; Diversification; Expansion; Horizontal Integration; Vertical Integration; Segmentation; Information Technology; Internet and the Web; Mobile and Wireless Technology; Internet and the Web; Applications and Software; Information Infrastructure; Digital Platforms; Internet and the Web; Mobile and Wireless Technology; Value Creation; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Asia; China; Canton (province, China)

March 1998 (Revised October 2001)
Case

Xedia and Silicon Valley Bank (A)

By: Paul A. Gompers and Jon Biotti

Xedia, a networking equipment manufacturer that helps provide high-speed Internet service for corporate clients through access routing, wants a bridge loan to fund daily operations until it raises its next round of equity financing. View Details

Keywords: Venture Capital; Equity; Financing and Loans; Negotiation; Production; Internet; Banking Industry

November 2001
Case

Sigma Networks, Inc.

By: Thomas R. Eisenmann and Christina L. Darwall

Sigma Networks, a venture capital-based telecommunications start-up, provides metropolitan area networks (MANs) that use fiberoptic lines to connect local Internet service providers (e.g., ISPs, hosting firms) with a long-haul ("backbone") network. MANs represent a... View Details

Keywords: Business Startups; Customers; Capital Budgeting; Venture Capital; Strategic Planning; Technology Networks; Telecommunications Industry

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2001
Case

Encyclopedia Britannica (C)

By: Vijay Govindarajan and Praveen Kopalle

In October of 1999, EBI offered a new Internet service at www.britannica.com. EBI provided access to the entire text and graphics of Encyclopedia Britannica absolutely free of charge. Its revenues came from on-line advertising, sponsorships, and a percentage of goods... View Details

Keywords: Online Technology; Online Advertising; Business Strategy; Information Publishing; Web Services Industry

December 2000 (Revised March 2001)
Case

DoubleTwist, Inc.

By: Joseph L. Bower and Christina L. Darwall

John Couch, CEO of DoubleTwist, has transformed a software products company into an Internet application service provider, racing to provide databases and tools for those working to explore the human genome. Crafting strategy and building organizational capability are... View Details

Keywords: Growth Management; Product Development; Organizational Change and Adaptation; Corporate Strategy; Customization and Personalization; Information Technology Industry

November 2013 (Revised November 2014)
Case

Freemium Pricing at Dropbox

By: Thales Teixeira and Elizabeth Anne Watkins

Online storage company Dropbox provided remote-storage over the internet of any type of computer file, along with file sharing, synchronization and backup. Using a freemium pricing strategy whereby a basic service was free-of-charge and a premium service was paid,... View Details

Keywords: Marketing Strategy; Price; Internet; Information Technology Industry

November 2000
Case

Wit Capital: Evolution of the Online Investment Bank (B)

Describes the evolution of Wit Capital from its origins as a small brewery to an online investment bank advising both small technology-based companies seeking to raise capital and large companies seeking to acquire Internet companies, as well as offering retail... View Details

Keywords: Internet and the Web; Disruptive Innovation; Service Delivery; Investment Banking; Entrepreneurship

March 2016 (Revised November 2021)
Teaching Note

T-Mobile in 2013: The Un-Carrier

By: John Beshears and Francesca Gino

By 2013, the U.S. wireless industry was in the midst of a costly transition. As consumers began to embrace more sophisticated mobile devices, the industry's four main players spent heavily to improve their infrastructures for providing reliable high-speed data... View Details

Keywords: Wireless Industry; Telecommunications; Mobile; Service Contracts; Behavioral Economics; Add-on Fees; Shrouded Attributes; Contracts; Competitive Strategy; Consumer Behavior; Infrastructure; Mobile and Wireless Technology; Telecommunications Industry; United States

March 2017 (Revised May 2019)
Case

Marketing Transformation at Mastercard

By: Sunil Gupta, Srinivas K. Reddy and David Lane

Since 2013, Mastercard CMO M.V. Rajamannar (Raja) had transformed the firm's marketing by using unique experiences, digital technology, and social media to intensify linkages not only with cardholders, but also with Mastercard's direct bank and merchant stakeholders.... View Details

Keywords: Mastercard; Financial Services; Ingredient Brand; B2B2C; Experiential Marketing; Digital Marketing; ROI; Marketing; Customer Focus and Relationships; Business and Stakeholder Relations; Brands and Branding; Internet and the Web; Investment Return; Financial Services Industry

September 1998 (Revised February 1999)
Case

Interactive Insurance Services: Redefining Insurance Distribution

By: Lynda M. Applegate and Marla Malcom-Nagler

Founded in July 1995, Interactive Insurance Services provided personal lines of insurance over the World Wide Web. In June 1996, the company was acquired by Intuit for $7.5 million. The case details the competitive and organizational issues faced by this rapidly... View Details

Keywords: Acquisition; Restructuring; Growth and Development; Distribution; Business Processes; Competitive Strategy; Web; Insurance Industry

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April 2001 (Revised March 2003)
Background Note

Web and IT Hosting Facilities: Technology Note

Introduces students to the data centers where IT infrastructure is increasingly physically housed. These centralized hosting facilities represent in the information age the equivalent of power utilities in the industrial age. Students are introduced to issues of... View Details

Keywords: Internet and the Web; Information Technology; Infrastructure; Web Services Industry

December 2015 (Revised February 2016)
Case

Ocado

By: José Alvarez, David E. Bell and Damien McLoughlin

In 2015, U.K.-based Ocado was the world's largest pure player in the online home-delivery grocery business and was gaining a growing share of the highly competitive U.K. grocery market. Ocado had made heavy investments in technology, including a highly automated... View Details

July 2017 (Revised November 2017)
Case

Propel

By: Mitchell Weiss and Sarah McAra

In 2014, Jimmy Chen, a former product manager at Facebook, founded the start-up Propel to build software for low-income Americans. After conducting in-depth behavioral research, Chen and his small team in New York City began to develop technology to address the... View Details

Shikhar Ghosh

Shikhar Ghosh is a Professor of Management Practice in the Entrepreneurial Management Unit. He currently teaches in the elective curriculum and is the course head for 3 Technologies that will Change the World. Shikhar received the Apgar Award for innovation in... View Details

August 2015 (Revised June 2021)
Case

Amazon.com, 2021

By: John R. Wells, Benjamin Weinstock, Gabriel Ellsworth and Galen Danskin

In February 2021, Amazon announced 2020 operating profits of $22,899 million, up from $2,233 million in 2015, on sales of $386 billion, up from $107 billion five years earlier (see Exhibit 1). The shareholders expressed their satisfaction (see Exhibit 2), but not all... View Details

Keywords: Strategic Analysis; Retail; E-commerce; Amazon; Internet; Amazon.com; AmazonFresh; Jeff Bezos; Cloud Computing; Marketplaces; Streaming; E-reader Market; Digital Media; Mobile App; Online Retail; Shipping; Database; Tablet; Kindle; Kindle Fire; Smartphone; Delivery; Digital Platforms; Competition; Internet and the Web; Corporate Strategy; Digital Marketing; Business Growth and Maturation; Business Model; Business Organization; For-Profit Firms; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Television Entertainment; Profit; Revenue; Global Strategy; Multinational Firms and Management; Taxation; Business History; Human Resources; Resignation and Termination; Books; Human Capital; Working Conditions; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Growth Management; Management Practices and Processes; Industry Growth; Industry Structures; Media; Distribution; Distribution Channels; Order Taking and Fulfillment; Infrastructure; Logistics; Product Development; Supply Chain; Supply Chain Management; Organizational Culture; Public Ownership; Work-Life Balance; Problems and Challenges; Labor and Management Relations; Strategy; Adaptation; Business Strategy; Competitive Strategy; Diversification; Expansion; Integration; Horizontal Integration; Vertical Integration; Information Infrastructure; Information Technology; Mobile and Wireless Technology; Price; Applications and Software; Marketing; Marketing Strategy; Working Capital; Customer Focus and Relationships; Customer Value and Value Chain; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; United States; Washington (state, US); Seattle

September 2000 (Revised April 2001)
Case

Kana Communications

Kana is a young Internet software company wondering how it should react to the rapid emergence of Application Service Providers (ASPs), firms that host software applications for customers who can reach those via the Internet. ASPs may be a new channel of distribution... View Details

Keywords: Change Management; Internet and the Web; Applications and Software; Distribution Channels; Web Services Industry

June 2007 (Revised April 2009)
Case

Opening Pandora's Box

By: Willy C. Shih, Stephen P. Kaufman, Melissa Marie Blakeley and Marissa Wairy Dent

Pandora.com provided a highly customizable online radio service tailored to listeners' musical preferences and had registered explosive growth since its September 2005 launch. But proposed changes in royalty rates threatened to kill off many Internet radio sites,... View Details

Keywords: Business Model; Entrepreneurship; Disruptive Innovation; Intellectual Property; Growth and Development Strategy; Service Operations; Internet; Media and Broadcasting Industry

October 2012
Case

Winfield Refuse Management, Inc.: Raising Debt vs. Equity

By: W. Carl Kester and Sunru Yong

A small, publicly traded company specializing in non-hazardous waste management considers a major acquisition in the Midwestern U.S. The acquisition can provide entry into the region, help the firm compete in a competitive industry, and improve its cost position. The... View Details

Keywords: United States; Acquisitions; Capital Structure; Equity Capital; Debt Management; Expansion; Leveraged Buyouts; Financial Analysis; Administrative/Support/Waste Management/Remediation Services; Equity; Borrowing and Debt; Service Industry

July–August 2013
Article

A Joint Model of Usage and Churn in Contractual Settings

By: Eva Ascarza and Bruce G.S. Hardie

As firms become more customer-centric, concepts such as customer equity come to the fore. Any serious attempt to quantify customer equity requires modeling techniques that can provide accurate multiperiod forecasts of customer behavior. Although a number of researchers... View Details

Keywords: Churn; Retention; Contractual Settings; Access Services; Hidden Markov Models; RFM; Latent Variable Models; Customer Value and Value Chain; Consumer Behavior

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