Publications

Article

The Impact of Forward-Looking Metrics on Employee Decision-Making: The Case of Customer Lifetime Value

By: Pablo Casas-Arce, Asis Martinez Jerez and V.G. Narayanan

This paper analyzes the effects of forward-looking metrics on employee decision-making. We use data from a bank that started providing branch managers with the customer lifetime value (CLV)—an estimate of the future value of the customer relationship—of mortgage... View Details

Keywords: Customer Lifetime Value; Forward-looking Metrics; Employees; Decision Making; Information; Customer Value and Value Chain; Banks and Banking; Mortgages; Outcome or Result

2017
Working Paper

Why and How Investors Use ESG Information: Evidence from a Global Survey

By: Georgios Serafeim

Using survey data from a sample of senior investment professionals from mainstream (i.e., not SRI funds) investment organizations, we provide insights into why and how investors use reported environmental, social, and governance (ESG) information. The primary reason... View Details

Keywords: Investment Management; Sustainability; ESG; ESG (Environmental, Social, Governance) Performance; Investment Fund; Investment Strategy; Corporate Accountability; Activist Shareholder; Engagement; Environment; Climate Change; Customers; Customer Satisfaction; Employee Engagement; Global Warming; Investment; Decision Making; Environmental Sustainability; Performance Expectations

SSRN

2020
Book

Experimentation Works: The Surprising Power of Business Experiments

By: Stefan Thomke

Don’t fly blind. See how the power of experiments works for you. When it comes to improving customer experiences, trying out new business models, or developing new products, even the most experienced managers often get it wrong. They discover that intuition,... View Details

Keywords: Experimentation; Experiments; Market Research; Innovation and Invention; Innovation and Management; Customers; Research

July 2005 (Revised August 2006)
Case

Amagansett Funds (A)

Amagansett Funds has had a troubled history with its customer relationship management (CRM) system. Sales agents feel that they derive no value from it and that it is a "tax on their jobs." Amagansett is investigating whether CRM can be improved by making its data... View Details

Keywords: Management; Customer Relationship Management; Information Technology; Financial Services Industry

December 1984
Case

Expense Tracking System at Tiger Creek

By: Shoshana Zuboff

Mill manager Carl Adelman learns that a group of senior managers is soon to visit the Tiger Creek mill to learn more about the success of the newly implemented Expense Tracking System. The System had been installed on two paper machines to give workers real time cost... View Details

Keywords: Management Teams; Success; Cost Management; Technology; Pulp and Paper Industry

16 Aug 2016
First Look

August 16, 2016

Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51488 June 2016 American Journal of Managed Care When Doctors Go to Business School: Career Choices of Physician-MBAs By: Ljuboja, Damir, Brian W. Powers, Benjamin Robbins,... View Details

Keywords: Sean Silverthorne

October 1992 (Revised September 1993)
Case

Nopane Advertising Strategy

By: David E. Bell

Nopane is a proprietary drug that sells in much of the United States. It faces substantial competition. The brand manager is undertaking an experiment to determine whether ad copy should be emotional-based or rational-based. The data and associated regression results... View Details

Keywords: Competition; Intellectual Property; Advertising; Health Care and Treatment; Brands and Branding; Product Marketing; Pharmaceutical Industry; United States

September 1988
Case

Frontier Airlines, Inc. (A) (Condensed)

By: F. Warren McFarlan

Describes a regional airline that is on the losing end of a strategic application of information technology. Management is focusing on internal data processing issues while its principal, and larger, competitor is using its computerized reservations system to gain... View Details

Keywords: Adoption; Business Strategy; Competitive Strategy; Information Technology; Air Transportation; Air Transportation Industry

12 May 2008
Research & Ideas

Accounting Information as Political Currency

supporting them. Q: On the basis of this study, could it be suggested that any given candidate desired that a company manage earnings downward? Or can it be assumed that these were unsolicited "gifts"? A: The View Details

Keywords: by Martha Lagace

April 2005 (Revised June 2006)
Case

Evergreen Investments: Mobile CRM (A)

Evergreen Investments has had a troubled history with its customer relationship management (CRM) system. Sales agents feel that they derive no value from it and that it is a tax on their jobs. Evergreen is investigating whether it can improve CRM by making its data... View Details

Keywords: Management; Customer Relationship Management; Information Technology; Financial Services Industry

30 Apr 2012
Research & Ideas

India’s Ambitious National Identification Program

introduce residents and validate their information. If residents cannot prove their date of birth, the date they choose is considered the official date. After the team collects all the necessary information from a person, the biometric View Details

Keywords: by Dina Gerdeman

May 1980
Case

Kendall-Vetmat

Discusses the role of market research in a product manager's decision process. Traces the development of market research information for the introduction of a new product, and presents a manager's dilemma of receiving market data that are inconsistent with expectations... View Details

Keywords: Decision Making; Product Launch; Product Development

May 2007 (Revised March 2010)
Case

Maria Sharapova: Marketing a Champion (A)

By: Anita Elberse and Margarita Golod

In July 2004, a then 17-year-old Maria Sharapova won Wimbledon, arguably the most prestigious tennis tournament in the world. Max Eisenbud, Sharapova's agent at International Management Group (IMG), knew the championship would lead to a flood of new opportunities. What... View Details

Keywords: Marketing Strategy; Advertising; Gender; Product Marketing; Sports Industry

13 Sep 2018
HBS Seminar

Nitin Joglekar, Boston University

November 2007
Background Note

Event Arbitrage

By: Joshua D. Coval and Erik Stafford

The event arbitrage module includes two simulation sessions. The first simulation focuses on analyzing and evaluating individual merger transactions, while the second simulation emphasizes managing a portfolio of individual positions and the limitations of arbitrage... View Details

Keywords: Mergers and Acquisitions; Capital Markets; Financial Management; Investment Portfolio; Risk Management

02 Apr 2024
Research & Ideas

Employees Out Sick? Inside One Company's Creative Approach to Staying Productive

changing daily, it took half a shift to thoroughly analyze the problem in order to address gaps. “You need to solve the problem quickly. You can’t wait to put the data in the system,” Tamayo says. How View Details

Keywords: by Michael Blanding; Fashion

12:30 PM – 1:30 PM EST, 20 Nov 2023
Webinars: Career

Tech in the Job Search: LinkedIn for Job Searching

Data can reveal what matters most in today's job market, and this interactive webinar from CPD and Jeremy Schifeling, LinkedIn's former head of student and alumni education, will share behind-the-scenes insights that can help you optimize LinkedIn for both job hunting... View Details

June 2008
Article

The Multiunit Enterprise

By: David A. Garvin and Lynne C. Levesque

A multiunit enterprise is a geographically dispersed organization built from standard units (stores, restaurants, or branches) that are aggregated into larger geographic groupings (districts, regions, and divisions). Although this organizational structure has become... View Details

Keywords: Globalized Firms and Management; Organizational Structure; Global Range; Research; Business Ventures; Problems and Challenges; Business or Company Management; Business Headquarters; Organizational Design; Talent and Talent Management; Goals and Objectives