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Show Results For
-
All HBS Web
(10,788)
- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
- 25 Oct 2012
- Research & Ideas
10 Reasons Customers Might Resist Windows 8
called the "Charm Bar." Give Microsoft credit for innovation. But will corporate customers rush to embrace the change, or will they resist it at first? Signs point to...
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- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer DataUse It
With the advent of customer relationship management (CRM) in the late 1990s, companies came to believe that by using technology to tailor their offerings View Details
Keywords:
by Jean Ayers
- Article
Discontinuities and Senior Management: Assessing the Role of Recognition in Pharmaceutical Firm Response to Biotechnology
By: Rebecca M. Henderson, Sarah Kaplan and Fiona Murray
Henderson, Rebecca M., Sarah Kaplan, and Fiona Murray. "Discontinuities and Senior Management: Assessing the Role of Recognition in Pharmaceutical Firm Response to Biotechnology." Industrial and Corporate Change 12, no. 2 (April 2003).
- 24 Oct 2023
- Research & Ideas
When Tech Platforms Identify Black-Owned Businesses, White Customers Buy
Democratic-leaning areas. And new customers of Black-owned businesses were more likely to be white, based on an analysis of reviewers’ profile photos, relative to prior...
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- September 1996 (Revised March 1999)
- Background Note
Sustaining Superior Profits: Customer and Supplier Relationships
Explains relationships between asset specificity, holdup, and vertical integration. In particular, it emphasizes solutions to the holdup problem through vertical integration and contracting.
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McGahan, Anita M. "Sustaining Superior Profits: Customer and Supplier Relationships." Harvard Business School Background Note 797-045, September 1996. (Revised March 1999.)
- 12 Feb 2018
- News
More and More CEOs Are Taking Their Social Responsibility Seriously
- 25 Apr 2014
- News
Connecting companies and customers through social media
Victoria Ransom (MBA 2008) launched Wildfire Interactive, now a Google company, to connect companies and customers through social media. (Published April 2014)
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- 2009
- Book
Reorganize for Resilience: Putting Customers at the Center of Your Organization
By: Ranjay Gulati
In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer focused," but they don't deliver solutions to customers' thorniest problems. Why?...
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Keywords:
Competency and Skills;
Customer Focus and Relationships;
Profit;
Organizational Culture;
Organizational Structure;
Cooperation
Gulati, Ranjay. Reorganize for Resilience: Putting Customers at the Center of Your Organization. Harvard Business Press, 2009.
- February 1996
- Case
Spartan Stores Incorporated: Reengineering for Efficient Consumer Response
Describes an effort to rationalize operations at a leading grocery wholesaler, enabled by information systems. Spartan Stores, Inc., is cooperatively owned by its 238 retailers and, through training, consulting, systems support, and cost of goods efficiencies, strives...
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McKenney, James L., and William Schiano. "Spartan Stores Incorporated: Reengineering for Efficient Consumer Response." Harvard Business School Case 396-263, February 1996.
- November 2005 (Revised December 2005)
- Case
County Department of Public Health: Organizing for Emergency Preparedness and Response
By: Lynda M. Applegate, Ajay Vinze and Minu Ipe
The anthrax attacks of 2001 exposed serious inadequacies in the response of the U.S. public health system to meet such grave threats. The public health infrastructure required rebuilding to respond to any type of large-scale health emergency. The Public Health...
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Keywords:
Information Technology;
Change Management;
Crisis Management;
Health Care and Treatment;
Infrastructure;
Public Administration Industry;
Health Industry;
United States
Applegate, Lynda M., Ajay Vinze, and Minu Ipe. "County Department of Public Health: Organizing for Emergency Preparedness and Response." Harvard Business School Case 806-089, November 2005. (Revised December 2005.)
- 13 Jul 2016
- HBS Case
How Uber, Airbnb, and Etsy Attracted Their First 1,000 Customers
who have rides to offer. (Same idea as Airbnb, which connects people needing rooms with home-owners.) So to launch as a platform service, these companies need to find users on...
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- November 2021
- Teaching Plan
Responsive Working at PepsiCo UK (A) and (B)
By: Amy C. Edmondson
This teaching plan is designed to be used in conjunction with the case “Responsive Working at PepsiCo UK (A) and (B)” HBS product numbers 621076 and 621077 to help faculty deepen students’ comprehension of business issues and energize classroom discussion.
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- 02 Aug 2013
- News
People must take responsibility for managing their careers
- March 1977
- Article
Some Effects on Proportions on Group Life: Skewed Sex Ratios and Responses to Token Women
By: R. M. Kanter
Kanter, R. M. "Some Effects on Proportions on Group Life: Skewed Sex Ratios and Responses to Token Women." American Journal of Sociology 82 (March 1977): 965–90. (Reprintings include: Representative Bureaucracy, edited by J. Dolan and D. Rosenbloom. M.E. Sharpe, 2002; Readings in Sociology, edited by R. Curtis. Kendall-Hunt Publishing, 1988; Women and Symbolic Interaction, edited by M.J. Deegan and M. Hill. N.Y.: Allen Unwin, 1986; The Gender Gap and Psychotherapy, edited by E. Carmen and P. Ricker. N.Y.: Plenum, 1984; The Substance of Social Deviance, edited by R.A. Farrell and V.L. Swigert. Alfred Publishing, 1978; Sociological Inventory, Vol. 1, 1979; Reader in Complex Organizations, edited by A. Etzioni and E.W. Lehman. N.Y.: Holt, Rinehart & Winston, 1980; Sociology: Contemporary Introductory Readings, edited by J. And A. Stimson. Ithaca, N.Y.: Peacock, 1983.)
- May 28, 2018
- Article
How Companies Can Identify Racial and Gender Bias in Their Customer Service
By: Alexandra C. Feldberg and Tami Kim
Research shows that minority customers — blacks and Asians — regularly receive worse customer service than whites in ways that are not immediately obvious to onlookers (or even managers). These results prompt a couple of questions for executives and managers. One, does...
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Keywords:
Internal Audit;
Customers;
Service Delivery;
Prejudice and Bias;
Race;
Gender;
Organizational Change and Adaptation
Feldberg, Alexandra C., and Tami Kim. "How Companies Can Identify Racial and Gender Bias in Their Customer Service." Harvard Business Review (website) (May 28, 2018).
- 01 Mar 2019
- News
Required Reading: The Keys for Unlocking the Customer Value Chain
- 2000
- Article
The Consequences of Customization on the Use of Management Accounting Systems
By: J. Bouwens and Margaret A. Abernethy
The understanding of the antecedent conditions influencing the design of management accounting systems (MASs) is very limited. In recent years, significant research attention has been devoted to understanding how different strategic priorities influence these systems....
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Bouwens, J., and Margaret A. Abernethy. "The Consequences of Customization on the Use of Management Accounting Systems." Accounting, Organizations and Society 25, no. 3 (April 2000): 221–241.
- 19 Oct 2010
- Conference Presentation
Reorganize for Resilience: Putting Customers at the Center of Your Organization to Realize Profitable Growth
By: Ranjay Gulati