Publications

06 Mar 2018
First Look

First Look at Research and Ideas, March 6, 2018

decisions. By June 2017, the platform had 600 regular users, but Luzzi wanted to expand its reach. He considered whether the team should focus on strengthening the platform or devote more resources to custom... View Details

Keywords: Sean Silverthorne

July 2024
Case

Knowledge-Enabled Financial Advice: Digital Transformation at Edward Jones

By: Lauren Cohen, Richard Ryffel, Grace Headinger and Sophia Pan

Edward Jones, a wealth management advisory firm that prided itself on its interpersonal connections and face-to-face interactions, was eager to augment their services with AI capabilities. Built on 1-to-1 close-knit relationships, the firm had more than 15,000 offices... View Details

01 Dec 2018
News

Sustaining Business And Society For The Long Term

partnerships, values-driven leadership, fi duciary duties, and the blurring of lines between government and business. Three cases focus on issues encountered by Unilever—one of... View Details

October 1993
Article

Developer-user Interaction and User Satisfaction in Internal Technology Transfer

By: D. A. Leonard-Barton and D. Sinha

Keywords: Relationships; Information Technology; Communication; Customer Satisfaction

Find at Harvard

July 1994 (Revised January 1997)
Case

Steamboat Ski & Resort Corporation

By: Jeffrey F. Rayport

The largest ski resort in Colorado must determine how to select customer segments to focus its promotional and service-delivery efforts. Making segmentation work depends on reordering its pricing policy and "service packages." View Details

Keywords: Marketing Strategy; Service Delivery; Entertainment and Recreation Industry; Colorado

27 Jun 2017
First Look

First Look at New Research and Ideas, June 27

relationship between green business and governments. The struggles of entrepreneurial pioneers have rarely proved profitable, as they were forced to compete with conventional businesses that ignored negative... View Details

Keywords: Sean Silverthorne

20 Jun 2011
Lessons from the Classroom

Fame, Faith, and Social Activism: Business Lessons from Bono

(about Martin Luther King Jr.). Savvy From The Start U2's business savvy in the earliest days serves as a lesson for any MBA student. In an industry notorious for its focus on short-term hits and for taking... View Details

Keywords: by Kim Girard; Entertainment & Recreation

01 Dec 2019
News

Shaping Leaders Who Understand Business and the Environment

Administration. Serafeim teaches Reimagining Capitalism: Business and Big Problems, one of several electives in the MBA Program that focus on environmental and social... View Details

Keywords: April White

14 Apr 2014
Research & Ideas

Difficulties for Women Bridging Racial, Generational, and Global Divides

ethnicity. This was the theme of the second annual Gender and Work Symposium, Relationships Among Women: Bridging Racial, Generational, and Global Divides, held April 3 View Details

Keywords: by Carmen Nobel

June 1998 (Revised September 1998)
Case

Case for Brand Loyalty, A

Brand loyalty is one of the core concepts of the marketing discipline that has enjoyed practical and academic attention for over 75 years. The era of relationship marketing, with its focus on retaining customers for life, has instilled yet greater interest in the... View Details

Keywords: Consumer Behavior; Brands and Branding

01 Jun 2024
News

Decoding the Promise and Perils of Generative AI

ChatGPT burst into the public consciousness on November 30, 2022. Within two months, the generative artificial intelligence (GenAI) software, which leverages a large language model (LLM) to produce human-like, text-based conversations, had reached an estimated 100... View Details

Keywords: April White

14 May 2020
Research & Ideas

What Leaders Can Do to Fight the COVID Fog

included virtual onboarding, sales-pipeline restructuring, performance management, M&A acquisition, managing layoffs and furloughs, rethinking the customer experience, and... View Details

Keywords: by Boris Groysberg and Robin Abrahams

Web

The Canton Trade and The Hong Merchants System - A Chronicle of the China Trade

issued by the Chinese government, the hong merchants enjoyed considerable power. All foreign trade was required to be channeled through them. They purchased most of the imports, arranged for exports back to America, and made sure... View Details

02 Mar 2020
What Do You Think?

Are Candor, Humility, and Trust Making a Comeback?

how many customers are sold but by how many are served ” Doing so, he continued, requires business leaders to commit to operating within a set of principles that include honest, transparency, humility, and... View Details

Keywords: by James Heskett

29 Oct 2019
Blog Post

Merging the Worlds of Finance, Investing, and Environmental Impact

more finance-heavy as a result. Acquiring that knowledge was one of my functional goals—and I achieved that—but the relationships I built at HBS, including with my wife, Leadership Now founder Daniella Ballou-Aares (MBA 2001), have had... View Details

Article

Beyond the Target Customer: Social Effects in CRM Campaigns

By: Eva Ascarza, Peter Ebbes, Oded Netzer and Matthew Danielson

Customer relationship management (CRM) campaigns have traditionally focused on maximizing the profitability of the targeted customers. The authors demonstrate that in business settings characterized by network externalities, a CRM campaign that is aimed at changing the... View Details

Keywords: Social Effects; Field Experiment; Mobile; Customer Relationship Management; Network Effects; Consumer Behavior