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- Faculty Publications (4,534)
Show Results For
-
All HBS Web
(10,788)
- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
- 24 Mar 2014
- Research & Ideas
The Surprising Link Between Language and Corporate Responsibility
Researchers have long shown that there are differences in how socially responsible companies depend on the culture of their country of origin. Companies located in countries including Germany, Japan, and most Nordic nations are more...
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Keywords:
by Michael Blanding
- September 2005 (Revised February 2007)
- Case
Angels and Devils: Best Buy's New Customer Approach (A)
In November 2004, The Wall Street Journal reported that consumer electronics retailer Best Buy's new customer approach was to shun the "devils" among its customers. The "customer centricity" initiative, which was led by Best Buy's CEO Brad Anderson, was based on an...
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Keywords:
History;
Customer Relationship Management;
Opportunities;
Marketing Strategy;
Leadership Style;
Problems and Challenges;
Growth and Development Strategy;
Retail Industry;
Electronics Industry
Elberse, Anita, John T. Gourville, and Das Narayandas. "Angels and Devils: Best Buy's New Customer Approach (A)." Harvard Business School Case 506-007, September 2005. (Revised February 2007.)
- Research Summary
Entrepreneurial Management: Customer Discovery and Business Development
This research focuses on: (a) market research methods and tactics suitable to startups seeking their initial customers and validation of their initial business model; (b) guidelines for conducting visits with potential customers as part of the startup ptrocess; and (c)...
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- 01 Apr 2015
- News
Sustainability Reporting: The Lawyer’s Response
- February 2001 (Revised June 2002)
- Case
Customer Value Measurement at Nortel Networks--Optical Networks Division
By: Das Narayandas
Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices to increase customer value. Over the years, key process owners in various parts of the organization have become...
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Keywords:
Business Divisions;
Customer Focus and Relationships;
Customer Satisfaction;
Management Teams;
Marketing Strategy;
Value Creation;
Telecommunications Industry
Narayandas, Das. "Customer Value Measurement at Nortel Networks--Optical Networks Division." Harvard Business School Case 501-050, February 2001. (Revised June 2002.)
- 24 Feb 2014
- Research & Ideas
Busting Six Myths About Customer Loyalty Programs
differentiation is difficult in retail as well because development of such advantages takes time and is difficult to execute. All the while, low-price players are constantly looming to pounce. Can low-margin...
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- 14 Nov 2011
- Other Presentation
New York City’s Anchor Institutions: From Social Responsibility to Shared Value
Professor Michael E. Porter: Initiative for a Competitive Inner City
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Porter, Michael E. "New York City’s Anchor Institutions: From Social Responsibility to Shared Value." Initiative for a Competitive Inner City, New York City, NY, November 14, 2011.
- 27 Jan 2011
- News
Response by Taj employees to 26/11 a case study at Harvard
- 26 Oct 2015
- Working Paper Summaries
Applications of Fractional Response Model to the Study of Bounded Dependent Variables in Accounting Research
- October 2023
- Article
Clinician Response to Patient Medication Prices Displayed in the Electronic Health Record
By: Anna D Sinaiko, Caroline E Sloan, Mark J Soto, Olivia Zhao, Chen-Tan Lin and Foster R Goss
Keywords:
Prescription Drugs;
Electronic Health Records;
Physicians;
Prescription Drug Costs;
Health Care and Treatment;
Price;
Health Industry
Sinaiko, Anna D., Caroline E Sloan, Mark J Soto, Olivia Zhao, Chen-Tan Lin, and Foster R Goss. "Clinician Response to Patient Medication Prices Displayed in the Electronic Health Record." JAMA Internal Medicine 183, no. 10 (October 2023): 1172–1175.
- December 2017
- Case
Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table
By: Jose B. Alvarez, Maria Fernanda Miguel and Mariana Cal
Molino Cañuelas was a vertically integrated food company with a management system that allowed it to innovate and grow systematically. With sales of $2 billion in 2016, the firm not only produced flour, vegetable oil, and packaged food products, it also owned a port...
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Keywords:
Quality Management System;
Food Industry;
Molino Cañuelas;
Argentina;
Vertical Integration;
Quality;
Management Systems;
Expansion;
Global Range;
Growth and Development Strategy;
Agribusiness;
Food and Beverage Industry;
Agriculture and Agribusiness Industry;
Argentina
Alvarez, Jose B., Maria Fernanda Miguel, and Mariana Cal. "Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table." Harvard Business School Case 518-046, December 2017.
- October 2004 (Revised March 2006)
- Background Note
Learning from Scandals: Responsibility of Professional Organizations
By: Ashish Nanda
This case comments on the responsibility of professional organizations to respond openly to public accusations of wrongdoing by its members. It briefly relates the circumstances of the sexual abuse scandal in the Boston archdiocese of the Roman Catholic Church and the...
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Nanda, Ashish. "Learning from Scandals: Responsibility of Professional Organizations." Harvard Business School Background Note 905-037, October 2004. (Revised March 2006.)
- 2009
- Working Paper
Altruistic Dynamic Pricing with Customer Regret
By: Julio J. Rotemberg
A model is considered where firms internalize the regret costs that consumers experience when they see an unexpected price change. Regret costs are assumed to be increasing in the size of price changes and this can explain why the size of price increases is less...
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- April 2019
- Response
Response to Comments on Toward a Prescriptive Theory of Dynamic Capabilities
By: Gary P. Pisano
Pisano, Gary P. "Response to Comments on Toward a Prescriptive Theory of Dynamic Capabilities." Industrial and Corporate Change 28, no. 2 (April 2019): 419–421.
- May 1992 (Revised July 1995)
- Case
Capital Holding Corp.: Reengineering the Direct Response Group
By: Donna B. Stoddard
Describes a major change initiative--reengineering--that is underway at Capital Holding Corp.'s Direct Response Group. The reengineering initiative involved changes to the organization's structure, control systems, and information systems.
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Keywords:
Organizational Change and Adaptation
Stoddard, Donna B. "Capital Holding Corp.: Reengineering the Direct Response Group." Harvard Business School Case 192-001, May 1992. (Revised July 1995.)
- March 31, 2023
- Article
What Is the Optimal Pattern of a Customer Journey?
Even though customer experience (CX) leaders are becoming increasingly focused on optimizing their firms’ customer journeys, they face a clear challenge: Which touchpoints along the journey should they invest in? That is, which moments when the customer interacts with...
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De Freitas, Julian. "What Is the Optimal Pattern of a Customer Journey?" Harvard Business Review (website) (March 31, 2023).
- April 2004 (Revised June 2004)
- Teaching Note
Starbucks: Delivering Customer Service (TN)
By: Youngme E. Moon and John A. Quelch
Teaching Note to (9-504-016).
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- 28 Apr 2022
- News
Why Companies Should Pay More Attention to Customers Last in Line
- July–August 2014
- Article
Unlock the Mysteries of Your Customer Relationships
By: Jill Avery, Susan Fournier and John Wittenbraker
Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: people now expect companies...
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Keywords:
Brand Management;
CRM;
Brands and Branding;
Marketing;
Marketing Strategy;
Customer Focus and Relationships;
Customer Relationship Management;
Consumer Products Industry;
Retail Industry;
United States
Avery, Jill, Susan Fournier, and John Wittenbraker. "Unlock the Mysteries of Your Customer Relationships." Harvard Business Review 92, nos. 7/8 (July–August 2014): 72–81.
- November 2022 (Revised February 2024)
- Exercise
Managing Customer Retention at Teleko
By: Eva Ascarza
This exercise aims to teach students about 1) Targeting Policies; and 2) Algorithmic decision making, and 3) Retention management.
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Ascarza, Eva. "Managing Customer Retention at Teleko." Harvard Business School Exercise 523-005, November 2022. (Revised February 2024.)