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All HBS Web
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- Faculty Publications (964)
- 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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- January 2004 (Revised October 2006)
- Case
Electronic Arts in Online Gaming
By: Thomas R. Eisenmann and Justin Wong
Electronic Arts (EA), the world's largest independent video-game publisher, must decide whether to support Microsoft's initiatives in online gaming. Historically, EA has been platform-agnostic, releasing versions of its titles for all major console platforms. However,...
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Keywords:
Corporate Strategy;
Digital Platforms;
Network Effects;
Policy;
Customer Focus and Relationships;
Games, Gaming, and Gambling;
Revenue;
Segmentation;
Sales;
Entertainment and Recreation Industry;
Electronics Industry
Eisenmann, Thomas R., and Justin Wong. "Electronic Arts in Online Gaming." Harvard Business School Case 804-140, January 2004. (Revised October 2006.)
- January 2004
- Background Note
Why Developers Don't Understand Why Consumers Don't Buy
Looks at the psychological biases developers bring to the new product development process. Identifies three reasons why developers may do a poor job of identifying the demand for an innovative, new concept or product: (1) the self-selection bias, (2) differing initial...
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- January 2004 (Revised August 2005)
- Case
Kikkoman Corporation: Consumer Focused Innovation
By: Rohit Deshpande and Hal Hogan
In May 2003, the president and CEO of Kikkoman Corp. sat in his Tokyo office weighing various options for strengthening the company's long-term growth. Kikkoman was the world's largest producer of soy sauce, largely due to its pioneering role since the 1950s as the...
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Keywords:
Customer Relationship Management;
Innovation Strategy;
Marketing Strategy;
Product Positioning;
Adaptation;
Competitive Strategy;
Japan
Deshpande, Rohit, and Hal Hogan. "Kikkoman Corporation: Consumer Focused Innovation." Harvard Business School Case 504-067, January 2004. (Revised August 2005.)
- 2004
- Book
Collaborative Customer Relationship Management: Taking CRM to the Next Level
By: Alexander H. Kracklauer, Daniel Quinn Mills and Dirk Seifert
Kracklauer, Alexander H., Daniel Quinn Mills, and Dirk Seifert. Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer-Verlag, 2004.
- January 2004
- Article
Corporate Venturing: The Origins of Unilever's Pregnancy Test
By: Geoffrey Jones and Alison Kraft
The relative ability of different sizes of firm and organisational designs to develop and sustain dynamic capabilities in innovation and create new businesses remains a matter of contention. While Chandler among many others has emphasised the pre-eminent role of large...
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Keywords:
Business Ventures;
Organizational Design;
Technological Innovation;
Business Startups;
Venture Capital;
Brands and Branding;
Multinational Firms and Management;
Product Development;
Product Launch;
Corporate Entrepreneurship;
Great Britain
Jones, Geoffrey, and Alison Kraft. "Corporate Venturing: The Origins of Unilever's Pregnancy Test." Business History 46, no. 1 (January 2004): 100–122.
- November 2003 (Revised May 2008)
- Case
Atlas Electrica: International Strategy
By: Michael E. Porter and Arturo Condo
Atlas must decide whether to acquire La Indeca, increasing its Central American presence, or to focus on larger Latin American markets where higher growth is possible. In the year 2000, Jorge Rodriguez was in charge of Atlas Electrica, the largest home appliance firm...
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Keywords:
Acquisition;
Growth and Development Strategy;
Markets;
Partners and Partnerships;
Competition;
Expansion;
Latin America;
Central America
Porter, Michael E., and Arturo Condo. "Atlas Electrica: International Strategy." Harvard Business School Case 704-435, November 2003. (Revised May 2008.)
- November 2003 (Revised August 2005)
- Case
First Commonwealth Financial Corporation
By: Robert S. Kaplan
First Commonwealth Financial Corp., a financial institution in central and southwestern Pennsylvania, implemented the Balanced Scorecard for describing and implementing its new customer-focused strategy. Its founder and chairman decided that the Balanced Scorecard also...
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Keywords:
Balanced Scorecard;
Corporate Strategy;
Customers;
Corporate Governance;
Governing and Advisory Boards;
Customer Relationship Management;
Executive Compensation;
Financial Services Industry;
Banking Industry;
Pennsylvania
Kaplan, Robert S. "First Commonwealth Financial Corporation." Harvard Business School Case 104-042, November 2003. (Revised August 2005.)
- October 2003 (Revised January 2005)
- Case
Microsoft: Launching the Smart Watch
By: John T. Gourville and Christina L. Darwall
Microsoft is on the verge of launching its Smart Watch technology, which will allow specially designed watches to receive up-to-date information on sports, business, traffic, news, etc. After several years of effort and millions of dollars spent, the questions now...
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Keywords:
Customer Focus and Relationships;
Information Management;
Marketing Strategy;
Product Launch;
Product Positioning;
Product Design;
Product Development;
Performance Effectiveness;
Partners and Partnerships;
Information Technology Industry
Gourville, John T., and Christina L. Darwall. "Microsoft: Launching the Smart Watch." Harvard Business School Case 504-004, October 2003. (Revised January 2005.)
- October 2003
- Case
Financing Biodiversity Conservation by the Global Conservation Fund
By: Mihir A. Desai and Julia Stevens
The Global Conservation Fund is an international nonprofit organization with a $100 million endowment and an exclusive focus on land preservation. The fund and its director must decide which projects to fund over the next year and what financing mechanism to use....
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Keywords:
Environmental Protection;
Project Evaluation;
Environmental Sustainability;
Projects;
Finance;
Decision Making;
Financial Instruments;
Nonprofit Organizations
Desai, Mihir A., and Julia Stevens. "Financing Biodiversity Conservation by the Global Conservation Fund." Harvard Business School Case 204-019, October 2003.
- October 2003
- Case
Taiwan Semiconductor Manufacturing Company: Building a Platform for Distributed Innovation
By: Marco Iansiti and Marcin Strojwas
Surging costs of building a state-of-the-art fabrication facility were pushing firms to outsource manufacturing while advanced technologies were requiring a tighter coupling between design and manufacturing. Explores the development of strategy in this environment....
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Keywords:
Strategy;
Business Model;
Networks;
Product Design;
Production;
Decisions;
Customer Relationship Management;
Supply Chain Management
Iansiti, Marco, and Marcin Strojwas. "Taiwan Semiconductor Manufacturing Company: Building a Platform for Distributed Innovation." Harvard Business School Case 604-044, October 2003.
- July 2003 (Revised April 2011)
- Case
Singapore Airlines: Customer Service Innovation
By: Rohit Deshpande and Hal Hogan
The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the...
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Keywords:
Customer Focus and Relationships;
Economic Slowdown and Stagnation;
Management Teams;
Brands and Branding;
Air Transportation Industry;
Travel Industry;
Singapore
Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
- July 2003 (Revised April 2005)
- Case
Branding Citigroup's Consumer Business
By: Rohit Deshpande and Carin-Isabel Knoop
In Spring 1998, Citicorp and Travelers merged to create a financial powerhouse that united the bank with Travelers' consumer finance and brokerage businesses, including Salomon Smith Barney and Primerica. It was the first U.S. financial services company to combine...
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Keywords:
Mergers and Acquisitions;
Customer Focus and Relationships;
Customer Relationship Management;
Decisions;
Asset Management;
Investment Banking;
Management Teams;
Brands and Branding;
Relationships;
Business and Shareholder Relations;
Banking Industry;
United States
Deshpande, Rohit, and Carin-Isabel Knoop. "Branding Citigroup's Consumer Business." Harvard Business School Case 504-023, July 2003. (Revised April 2005.)
- July 2003 (Revised October 2013)
- Case
Model N Inc.
By: Marco Iansiti and Alison Berkley Wagonfeld
The CEO of a Silicon Valley start-up needed to make organizational and product changes to deliver a new software solution to a Fortune 500 customer. He was wondering how he should structure the company to best meet the requirements for this particular customer, while...
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Keywords:
Business Model;
Business Startups;
Trends;
Communication;
Customer Focus and Relationships;
Selection and Staffing;
Time Management;
Organizational Change and Adaptation;
Business Strategy;
Software;
Computer Industry
Iansiti, Marco, and Alison Berkley Wagonfeld. "Model N Inc." Harvard Business School Case 604-015, July 2003. (Revised October 2013.)
- July 2003 (Revised March 2004)
- Case
XM Satellite Radio (A)
By: David B. Godes and Elie Ofek
XM Satellite Radio is a radically new way to listen to radio. Management must develop a marketing strategy to launch the firm and the category. A crucial aspect of the strategy is to determine which of two business models the company will pursue. Should it focus...
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Keywords:
Advertising;
Business Model;
Decision Choices and Conditions;
Cost Management;
Marketing Channels;
Marketing Strategy;
Problems and Challenges;
Partners and Partnerships;
Sales;
Competitive Strategy;
Communications Industry
Godes, David B., and Elie Ofek. "XM Satellite Radio (A)." Harvard Business School Case 504-009, July 2003. (Revised March 2004.)
- June 2003
- Case
In-N-Out Burger
By: Youngme E. Moon, Lucy Cummings, Sonali Sampat, Sam Thakarar and Kerry Herman
In-N-Out Burger is a fast-food chain with 171 company-owned locations in three states--California, Nevada, and Arizona. It has an extremely hardcore customer base and the company appears to be in good financial health. The primary issue in this case concerns expansion:...
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Keywords:
Customer Relationship Management;
Profit;
Leadership Development;
Brands and Branding;
Product Marketing;
Distribution;
Expansion;
Food and Beverage Industry;
Arizona;
California;
Nevada
Moon, Youngme E., Lucy Cummings, Sonali Sampat, Sam Thakarar, and Kerry Herman. "In-N-Out Burger." Harvard Business School Case 503-096, June 2003.
- May 2003
- Module Note
Managing Product Development
By: Stefan H. Thomke
Introduces students to the managerial aspects critical to conceiving, designing, and developing innovative products and services. Considers the full range of activities required: learning about customer needs, understanding and managing experimentation and problem...
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- May 2003
- Background Note
Customer Management Strategy in Business Markets
By: Das Narayandas
Describes in detail customer management strategies in business markets, including selection decisions, design and management of customer relationship strategies, monitoring the health of customer relations, and linking the vendors' customer management effort to...
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Keywords:
Customer Focus and Relationships;
Customer Relationship Management;
Decision Making;
Networks;
Customization and Personalization;
Manufacturing Industry
Narayandas, Das. "Customer Management Strategy in Business Markets." Harvard Business School Background Note 503-060, May 2003.
- March 2003 (Revised October 2003)
- Case
Campbell Soup Company: Transforming for the 21st Century
By: Lynda M. Applegate and Jamie Ladge
In July 2001, Campbell Soup's newly appointed CEO, Douglas R. Conant, addressed a group of Wall Street analysts and unveiled his plan to kick-start growth. His plan called for organizational renewal and revitalization, redesign of core customer-facing processes...
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Keywords:
Customer Focus and Relationships;
Entrepreneurship;
Growth and Development Strategy;
Marketing Strategy;
Product Marketing;
Industry Structures;
Production;
Supply Chain Management;
Competition;
Competitive Strategy;
Consumer Products Industry;
Food and Beverage Industry;
United States
Applegate, Lynda M., and Jamie Ladge. "Campbell Soup Company: Transforming for the 21st Century." Harvard Business School Case 803-119, March 2003. (Revised October 2003.)
- March 2003
- Background Note
Linking Customer Management Effort to Profits
By: Das Narayandas
Describes the link between a vendor's customer management effort and customer profitability.
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