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All HBS Web
(4,383)
- Faculty Publications (964)
- May 2013
- Case
Transport Corporation of India (A): The Cross-selling Conundrum
By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's...
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Keywords:
Customer Relationship Management;
Business Divisions;
Performance;
Sales;
Transportation Industry;
India
Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (A): The Cross-selling Conundrum." Harvard Business School Case 113-003, May 2013.
- May 2013
- Supplement
Transport Corporation of India (B): Choosing the Right Candidate
By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's...
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Keywords:
Customer Relationship Management;
Business Divisions;
Performance;
Sales;
Transportation Industry;
India
Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (B): Choosing the Right Candidate." Harvard Business School Supplement 113-131, May 2013.
- May 2013
- Supplement
Transport Corporation of India (D): Business Development across Divisions
By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's...
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Keywords:
Customer Relationship Management;
Business Divisions;
Sales;
Transportation Industry;
India
Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (D): Business Development across Divisions ." Harvard Business School Supplement 113-134, May 2013.
- May 2013 (Revised May 2014)
- Case
Innovation at the Boston Consulting Group
By: Robert G. Eccles, Das Narayandas and Penelope Rossano
This case is about how the Boston Consulting Group has approached innovation from its founding to the present day. It discusses the role of the firm's talent market and client market in developing these innovations.
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Keywords:
Innovation;
Strategy Consulting;
Professional Service Firm;
Knowledge Management;
Client Management;
Product Development;
Leadership;
Customer Focus and Relationships;
Customer Value and Value Chain;
Independent Innovation and Invention;
Innovation and Management;
Innovation Leadership;
Innovation Strategy;
Value Creation;
Consulting Industry
Eccles, Robert G., Das Narayandas, and Penelope Rossano. "Innovation at the Boston Consulting Group." Harvard Business School Case 313-137, May 2013. (Revised May 2014.)
- 2013
- Working Paper
Entrepreneurs, Firms and Global Wealth since 1850
By: G. Jones
This working paper integrates the role of entrepreneurship and firms into debates on why Asia, Latin America and Africa were slow to catch up with the West following the Industrial Revolution and the advent of modern economic growth. It argues that the currently...
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Keywords:
Institutional Change;
Political Economy;
Emerging Economies;
Developing Countries;
Industrial Development;
Culture;
Human Capital;
Economic History;
History;
Wealth and Poverty;
Business History;
Emerging Markets;
Globalization;
Developing Countries and Economies;
Manufacturing Industry;
Mining Industry;
Service Industry;
Latin America;
Asia;
North and Central America;
Africa;
South America;
Europe
Jones, G. "Entrepreneurs, Firms and Global Wealth since 1850." Harvard Business School Working Paper, No. 13-076, March 2013.
- March 2013 (Revised May 2013)
- Case
Building Innovation at Terrapin Bright Green
By: Amy C. Edmondson, Sydney Ribot and Mary Saunders
Describes Terrapin Bright Green, an environmental consulting and strategic planning firm, and its approach for creating integrative, systematic solutions to green-building conundrums through consulting, research, and policy-related activities. Emphasis is placed on the...
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Keywords:
Integrated Design;
Entrepreneurs;
Creative Industries;
CONSULTING Firms;
Energy;
Design;
Governance;
Growth and Development;
Innovation and Invention;
Knowledge;
Labor;
Organizations;
Problems and Challenges;
Research;
Strategy;
Value;
Consulting Industry;
New York (city, NY)
Edmondson, Amy C., Sydney Ribot, and Mary Saunders. "Building Innovation at Terrapin Bright Green." Harvard Business School Case 613-053, March 2013. (Revised May 2013.)
- 2012
- Chapter
Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM
By: Jill Avery and Susan Fournier
With incidences in the 20%–25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their customer portfolios. This chapter traces the relationship trajectory of a 30-year customer of Filene's...
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Keywords:
Brands;
Brand Management;
CRM;
Customer Relationship Management;
Customer Focus and Relationships;
Customers;
Marketing;
Brands and Branding;
Marketing Communications;
Marketing Strategy;
Consumer Products Industry
Avery, Jill, and Susan Fournier. "Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM." In Consumer-Brand Relationships: Theory and Practice, edited by Susan Fournier, Michael Breazeale, and Marc Fetscherin, 301–316. Routledge, 2012. (Paperback edition published in 2013.)
- March–April 2013
- Article
Unlocking Innovation Through Business Experimentation
By: Stefan Thomke
There is a downside to businesses that focus heavily on standardization, optimization, and driving out variability: Such organizations leave themselves vulnerable to underinvesting in experimentation and variation, which are the lifeblood of innovation. Good...
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Keywords:
Experimentation;
Innovation Management;
Learning And Development;
Research;
Innovation and Management;
Business Processes
Thomke, Stefan. "Unlocking Innovation Through Business Experimentation." European Business Review (March–April 2013): 55–58.
- February 2013 (Revised March 2013)
- Case
Agero: Enhancing Capabilities for Customers
By: Robert Simons and Natalie Kindred
This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details
Keywords:
Entrepreneurial Management;
Entrepreneurial Gap;
Entrepreneurship;
Auto Industry;
Insurance;
Performance Management;
Performance Measurement;
Performance Measures;
Performance Pressure;
Decisions;
Family Business;
Resource Allocation;
Organizational Design;
Customer Focus and Relationships;
Performance Evaluation;
Growth and Development Strategy;
Service Industry
Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Case 113-001, February 2013. (Revised March 2013.)
- February 2013
- Case
YouTube Channels
By: Sunil Gupta and Dharmishta Rood
In December 2011 YouTube launched a website redesign that made Channels the central focus of the site. This redesign was the company's first foray into a strategy designed to foster long-form user engagement. YouTube invested $100 million in 100 Channels, often created...
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- February 2013
- Teaching Note
Transforming AMFAM (TN)
By: Rakesh Khurana and Rajiv Lal
- Article
The Business of Business Schools: Restoring a Focus on Competing to Win
By: Robert Simons
As business leaders worry about the decline of American competitiveness, business schools are responding by changing their curriculums. But are the topics and approaches taught in today's business schools part of the solution or part of the problem? In this paper, I...
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Keywords:
Business Schools;
Purpose Of Business Schools;
Management Education;
Business School Curriculum;
Strategy Execution;
U.S. Competitiveness;
Capitalism;
Management Profession;
Innovation;
Competing To Win;
Integrated Corporate Reporting;
Trends;
Customer Focus and Relationships;
Decision Making;
Design;
Business Education;
Curriculum and Courses;
Innovation and Management
Simons, Robert. "The Business of Business Schools: Restoring a Focus on Competing to Win." Art. 2. Capitalism and Society 8, no. 1 (January 2013).
- January 2013 (Revised August 2013)
- Case
First Solar: CFRA's Accounting Quality Concerns
By: Suraj Srinivasan and Ian McKown Cornell
The case relates to accounting quality analysis conducted by the leading research firm Center for Financial Research and Analysis (CFRA) on companies in the solar industry with a focus on First Solar Inc. In 2009, CFRA was concerned that First Solar, like much of the...
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Keywords:
Accounting;
Accounting Quality;
Financial Accounting;
Financial Statement Analysis;
Accounting Fraud;
Accounting Red Flags;
Accounting Scandal;
Risk and Uncertainty;
Quality;
Earnings Management;
Valuation;
Crime and Corruption;
Financial Statements;
Energy Sources;
Green Technology Industry;
Accounting Industry;
Energy Industry
Srinivasan, Suraj, and Ian McKown Cornell. "First Solar: CFRA's Accounting Quality Concerns." Harvard Business School Case 113-044, January 2013. (Revised August 2013.)
- January 2013
- Case
Zappos.com 2009: Clothing, Customer Service, and Company Culture (MM)
By: Frances X. Frei and Robin J. Ely
On July 17, 2009, Zappos.com, a privately-held online retailer of shoes, clothing, and other soft-line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its Board of Directors' approval to offer to merge the two companies....
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Keywords:
Customer Relationship Management;
Internet and the Web;
Mergers and Acquisitions;
Organizational Culture;
Growth and Development Strategy;
Apparel and Accessories Industry;
Retail Industry
Frei, Frances X., and Robin J. Ely. "Zappos.com 2009: Clothing, Customer Service, and Company Culture (MM)." Harvard Business School Multimedia/Video Case 612-701, January 2013.
- 2013
- Chapter
Gender Bender Brand Hijacks and Consumer Revolt: The Porsche Cayenne Story
By: Jill Avery
Throughout history, marketers have created gendered brands, creating their brands and the stories they crafted about them in their advertising to appeal either to men or to women. Gendered brands deliver value to consumers, and therefore, deliver value to marketers....
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Keywords:
Consumer Behavior;
Brands;
Brand Positioning;
Brand Equity;
Brand Management;
Advertising Campaigns;
Customer Focus and Relationships;
Marketing;
Brands and Branding;
Marketing Strategy;
Auto Industry;
Consumer Products Industry
Avery, Jill. "Gender Bender Brand Hijacks and Consumer Revolt: The Porsche Cayenne Story." In Consumer Behavior: Human Pursuit of Happiness in a World of Goods. 3rd ed. by Jill Avery, Robert Kozinets, Arch Woodside, Banwari Mittal, and Priya Raghubir, 645–649. Cincinnati: Open Mentis, 2013.
- Winter 2013
- Article
How to Identify the Best Customers for Your Business
By: Frank V. Cespedes, James P. Dougherty and Ben S. Skinner III
How can businesses achieve profitable growth so that their costs don’t grow faster than sales? This article focuses on scaling a venture’s sales process and provides a methodology for identifying core customers and some implications for governance criteria and...
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Cespedes, Frank V., James P. Dougherty, and Ben S. Skinner III. "How to Identify the Best Customers for Your Business ." MIT Sloan Management Review 54, no. 2 (Winter 2013): 53–59.
- 2013
- Case
Innovation and Development of China Machine Press in the New Century
By: F. Warren McFarlan, Ning Jia and Guo Jia
China Machine Press (CMP), founded in 1952, is a leading multi-field, multi-discipline and multimedia publishing group in China with large scale, comprehensive and specialized business that integrates paper media, audiovisual media and online media, and combines...
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McFarlan, F. Warren, Ning Jia, and Guo Jia. "Innovation and Development of China Machine Press in the New Century." Tsinghua University Case, 2013.
- 2013
- Teaching Note
Innovation and Development of China Machine Press in the New Century (TN)
By: F. Warren McFarlan, Ning Jia and Guo Jia
China Machine Press (CMP), founded in 1952, is a leading multi-field, multi-discipline and multimedia publishing group in China with large scale, comprehensive and specialized business that integrates paper media, audiovisual media and online media, and combines...
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McFarlan, F. Warren, Ning Jia, and Guo Jia. "Innovation and Development of China Machine Press in the New Century (TN)." Tsinghua University Teaching Note, 2013.
- January 2013
- Article
Level Two Negotiations: Helping the Other Side Meet Its 'Behind-the-Table' Challenges
A long analytic tradition has explored the challenge of productively synchronizing "internal" with "external" negotiations, with a special focus on how each side can best manage internal opposition to agreements negotiated "at the table." Implicit in much of this work...
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Keywords:
James Baker;
Internal Negotiation;
Dispute Resolution;
Bargaining;
Two-level Games;
Negotiation;
Germany;
United States
Sebenius, James K. "Level Two Negotiations: Helping the Other Side Meet Its 'Behind-the-Table' Challenges." Negotiation Journal 29, no. 1 (January 2013): 7–21.
- 2013
- Case
Xinhua Hospital: Implementation of EMR Project
By: F. Warren McFarlan, Ning Jia, Weiqi Liu and Shanshan Cao
Established in 1958, Xinhua Hospital Affiliated to Shanghai Jiao Tong University School of Medicine (hereafter referred to as "Xinhua Hospital") is an integrated modern teaching and research hospital with a comprehensive set of disciplines and a specialization in...
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McFarlan, F. Warren, Ning Jia, Weiqi Liu, and Shanshan Cao. "Xinhua Hospital: Implementation of EMR Project." Tsinghua University Case, 2013.