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All HBS Web
(4,396)
- Faculty Publications (964)
- March 2001 (Revised May 2001)
- Case
&Samhoud Service Management
By: Thomas J. DeLong, Ashish Nanda and Monica Mullick
&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain.
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Keywords:
Mission and Purpose;
Management Practices and Processes;
Customer Focus and Relationships;
Customer Relationship Management;
Consulting Industry;
Netherlands
DeLong, Thomas J., Ashish Nanda, and Monica Mullick. "&Samhoud Service Management." Harvard Business School Case 801-398, March 2001. (Revised May 2001.)
- February 2001 (Revised June 2002)
- Case
Customer Value Measurement at Nortel Networks--Optical Networks Division
By: Das Narayandas
Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices to increase customer value. Over the years, key process owners in various parts of the organization have become...
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Keywords:
Business Divisions;
Customer Focus and Relationships;
Customer Satisfaction;
Management Teams;
Marketing Strategy;
Value Creation;
Telecommunications Industry
Narayandas, Das. "Customer Value Measurement at Nortel Networks--Optical Networks Division." Harvard Business School Case 501-050, February 2001. (Revised June 2002.)
- February 2001 (Revised September 2005)
- Case
Howard Schultz and Starbucks Coffee Company
By: Nancy F. Koehn
Investigates the entrepreneur's strategic initiatives to develop a mass market for specialty coffee in the 1980s and 1990s. These initiatives included the development of premium products, rapid expansion of company-owned stores--each with attractive retail environments...
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Keywords:
Entrepreneurship;
Groups and Teams;
Brands and Branding;
Growth Management;
Employee Relationship Management;
Consumer Behavior;
Organizational Design;
Leadership Style;
Customer Relationship Management;
Competitive Advantage;
Vertical Integration;
Food and Beverage Industry
Koehn, Nancy F. "Howard Schultz and Starbucks Coffee Company." Harvard Business School Case 801-361, February 2001. (Revised September 2005.)
- February 2001 (Revised April 2001)
- Background Note
Note on Valuing Private Businesses
By: Dwight B. Crane and Indra Reinbergs
This case provides a brief overview of valuation for owners of closely held companies. The focus is on a comparable transactions approach, although rules of thumb and discounted cash flow are mentioned. Earnings multiples and their drivers are discussed. It uses...
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Keywords:
Earnings Management;
Finance;
Cash Flow;
Analytics and Data Science;
Private Ownership;
Valuation
Crane, Dwight B., and Indra Reinbergs. "Note on Valuing Private Businesses." Harvard Business School Background Note 201-060, February 2001. (Revised April 2001.)
- February 2001 (Revised November 2009)
- Case
Amazon.com (C)
At the end of 1998, Amazon.com founder and CEO Jeff Bezos ponders the next moves for his company. Having secured the leadership position as the leading online book seller in the United States, Amazon.com has now moved into the product categories of CDs and videos by...
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Keywords:
Expansion;
Internet and the Web;
Business Growth and Maturation;
Books;
Growth and Development Strategy;
Retail Industry;
Germany;
United Kingdom;
United States
Rayport, Jeffrey F., and Dickson Louie. "Amazon.com (C)." Harvard Business School Case 901-021, February 2001. (Revised November 2009.)
- November 2000 (Revised April 2001)
- Case
CMR Enterprises
By: Das Narayandas and Mary N. Caravella
Sam Marcus recently purchased a small cabinet-making company, and is looking for dramatic growth. The company competes in commercial and residential construction markets; shortly after the acquisition, the company gains a large new residential customer. The case traces...
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Keywords:
Acquisition;
Customer Relationship Management;
Entrepreneurship;
Leadership;
Marketing Strategy;
Performance Evaluation;
Relationships;
Segmentation;
Construction Industry
Narayandas, Das, and Mary N. Caravella. "CMR Enterprises." Harvard Business School Case 501-012, November 2000. (Revised April 2001.)
- November 2000 (Revised June 2010)
- Case
Bush Boake Allen
By: Stefan H. Thomke and Ashok Nimgade
Bush Boake Allen, a flavor and fragrance firm, is considering strategic options that would integrate customers into its innovation process via a potentially disruptive Internet-based technology. As this approach could result in dramatic changes to the firm's business...
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Keywords:
Customer Focus and Relationships;
Disruptive Innovation;
Technological Innovation;
Management Teams;
Product Design;
Organizational Change and Adaptation;
Conflict Management;
Internet;
Chemical Industry
Thomke, Stefan H., and Ashok Nimgade. "Bush Boake Allen." Harvard Business School Case 601-061, November 2000. (Revised June 2010.)
- October 2000 (Revised November 2005)
- Case
Hilton HHonors Worldwide: Loyalty Wars
By: John A. Deighton and Stowe Shoemaker
Hilton Hotels regards the frequent guest program as the industry's most important marketing tool, directing marketing efforts at the heavy user. What is Hilton to do then, when a competitor ups the ante? This case illustrates the economics of frequency marketing in...
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Keywords:
Customer Relationship Management;
Decision Choices and Conditions;
Brands and Branding;
Competitive Strategy;
Accommodations Industry
Deighton, John A., and Stowe Shoemaker. "Hilton HHonors Worldwide: Loyalty Wars." Harvard Business School Case 501-010, October 2000. (Revised November 2005.) (request a courtesy copy.)
- October 2000 (Revised December 2002)
- Background Note
Note on Customer Management
By: Das Narayandas
Describes a process for managing customers for profit.
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Narayandas, Das. "Note on Customer Management." Harvard Business School Background Note 501-044, October 2000. (Revised December 2002.)
- October 2000 (Revised March 2001)
- Case
BizRate.com
By: Youngme E. Moon
BizRate is a market research firm that collects point-of-purchase customer feedback data from retailing merchants. It then makes its findings available to consumers in the form of "BizRate star ratings," which are displayed on its website. To date, its primary revenue...
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Keywords:
Business Education;
Marketing Channels;
Internet and the Web;
Customer Relationship Management;
Trust;
Business Model;
Marketing Strategy;
Internet and the Web;
Business Divisions;
Debates;
Retail Industry
Moon, Youngme E. "BizRate.com." Harvard Business School Case 501-024, October 2000. (Revised March 2001.)
- October 2000 (Revised June 2017)
- Case
Vyaderm Pharmaceuticals: The EVA Decision
By: Robert Simons and Indra A. Reinbergs
In 2016, the new CEO of Vyaderm Pharmaceuticals introduces an Economic Value Added (EVA) program to focus the company on long-term shareholder value. The EVA program consists of three elements: EVA centers (business units), EVA drivers (operational practices that...
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Keywords:
Compensation and Benefits;
Employee Relationship Management;
Economic Growth;
Economic Systems;
Management;
Motivation and Incentives;
Organizational Design;
Organizational Structure;
Performance Evaluation;
Decision Choices and Conditions;
Pharmaceutical Industry;
Washington (state, US)
Simons, Robert, and Indra A. Reinbergs. "Vyaderm Pharmaceuticals: The EVA Decision." Harvard Business School Case 101-019, October 2000. (Revised June 2017.)
- September 2000
- Background Note
Professional Services Module Five: Serving Clients Effectively
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery.
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Keywords:
Competency and Skills;
Customer Relationship Management;
Knowledge Acquisition;
Service Delivery;
Performance Effectiveness;
Adaptation;
Competitive Strategy
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
- August 2000
- Article
Building Store Loyalty Through Store Brands
By: Marcel Corstjens and R. Lal
Corstjens, Marcel, and R. Lal. "Building Store Loyalty Through Store Brands." Journal of Marketing Research (JMR) 37, no. 3 (August 2000): 281–291.
- July 2000 (Revised September 2005)
- Case
BMG Entertainment
By: Jan W. Rivkin and Gerrit Meier
As dramatic changes in technology and customer tastes roil the music industry, the top executives of BMG Entertainment, one of the world's largest record companies, must decide how to organize for digital distribution of music. This case includes a brief history of the...
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Keywords:
Risk and Uncertainty;
Competitive Strategy;
Distribution Channels;
Organizational Structure;
Technological Innovation;
Industry Structures;
Customer Focus and Relationships;
Growth and Development Strategy;
Information Technology;
Music Industry;
Entertainment and Recreation Industry
Rivkin, Jan W., and Gerrit Meier. "BMG Entertainment." Harvard Business School Case 701-003, July 2000. (Revised September 2005.)
- April 2000 (Revised September 2001)
- Case
Peppers and Rogers Group, The
By: John A. Deighton
Can two successful authors build a scalable consulting practice based on their unique view of customer relationship management (CRM)? Should they emphasize strategy or execution? The case describes how Peppers and Rogers grew from two people earning speaker fees to a...
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Keywords:
Customer Relationship Management;
Growth and Development;
Information Publishing;
Going Public;
Strategy;
Competition;
Internet;
Consulting Industry
Deighton, John A. "Peppers and Rogers Group, The." Harvard Business School Case 500-096, April 2000. (Revised September 2001.) (request a courtesy copy.)
- March 2000 (Revised February 2005)
- Case
Hewlett Packard--Computer Systems Organization: Selling to Enterprise Customers
By: Das Narayandas and Robert C. Dudley
In late 1996, Manuel Diaz, head of Worldwide Sales for Hewlett-Packard's (HP) Computer Systems Organization (CSO), is reviewing the results of an audit of HP's enterprise customer management approach with the objective of identifying market and organizational...
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Keywords:
Accounting Audits;
Transformation;
Customer Relationship Management;
Cost vs Benefits;
Marketing Strategy;
Sales;
Computer Industry
Narayandas, Das, and Robert C. Dudley. "Hewlett Packard--Computer Systems Organization: Selling to Enterprise Customers." Harvard Business School Case 500-064, March 2000. (Revised February 2005.)
- March 2000 (Revised January 2001)
- Case
Microsoft's Vega Project: Developing People and Products
By: Christopher A. Bartlett and Meg Wozny
With a focus on Matt MacLellan and his careful development as a project manager under his boss and mentor, Jim Kaplan, the case describes the evolution of Microsoft's human-resource philosophies and policies and illustrates how they work in practice to provide the...
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Keywords:
Human Resources;
Competitive Advantage;
Retention;
Personal Development and Career;
Organizational Design;
Information Technology;
Motivation and Incentives;
Leadership Development
Bartlett, Christopher A., and Meg Wozny. "Microsoft's Vega Project: Developing People and Products." Harvard Business School Case 300-004, March 2000. (Revised January 2001.)
- March 2000 (Revised July 2001)
- Case
Microsoft: Competing on Talent (A)
By: Christopher A. Bartlett and Meg Wozny
Describes the evolution of Microsoft's human-resource philosophies, policies, and practices and how they used as a core of the company's competitive advantage. In particular, the focus is on how Microsoft tried to retain its ability to recruit, develop, motivate, and...
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Keywords:
Human Resources;
Retention;
Recruitment;
Competitive Advantage;
Motivation and Incentives;
Business Startups;
Talent and Talent Management
Bartlett, Christopher A., and Meg Wozny. "Microsoft: Competing on Talent (A)." Harvard Business School Case 300-001, March 2000. (Revised July 2001.)
- February 2000 (Revised March 2004)
- Case
Venture Law Group (A)
By: Thomas J. DeLong, Ashish Nanda and Scott D Landry
Craig Johnson, Venture Law Group's (VLG) chairman, founded VLG in 1993 with a goal of "zero voluntary turnover." In late 1998, Johnson faces the departure of three important partners, prompting himself to ask what VLG can do in the midst of an "economic hurricane" that...
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Keywords:
Business Model;
Customer Relationship Management;
Partners and Partnerships;
Retention;
Legal Services Industry
DeLong, Thomas J., Ashish Nanda, and Scott D Landry. "Venture Law Group (A)." Harvard Business School Case 800-065, February 2000. (Revised March 2004.)