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Show Results For
-
All HBS Web
(11,114)
- People (21)
- News (2,320)
- Research (6,602)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,535)
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- February 2002 (Revised March 2002)
- Case
Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point...
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Keywords:
Competitive Advantage;
Price;
Customer Relationship Management;
Marketing;
Customer Value and Value Chain;
Financial Services Industry;
Banking Industry;
Canada
Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group." Harvard Business School Case 102-043, February 2002. (Revised March 2002.)
- November 2020
- Case
Wilderness Safaris: Responses to the COVID-19 Crisis
By: James E. Austin, Megan Epler Wood and Herman B. "Dutch" Leonard
This case is an epilogue to “Wilderness Safaris: Impact Investing and Ecotourism Conservation in Africa” (2-321-020), which ends with the emergence of the pandemic in March 2020. The final discussion area for that case can be “What should Wilderness Safari CEO Keith...
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Keywords:
Communities;
COVID-19;
Ecotourism;
Travel;
Travel Industry;
Conservation Planning;
Reopening;
Investor Relations;
Project Strategy;
Governance;
Decision Making;
Cash;
Health Pandemics;
Business and Shareholder Relations;
Tourism Industry;
Africa
Austin, James E., Megan Epler Wood, and Herman B. "Dutch" Leonard. "Wilderness Safaris: Responses to the COVID-19 Crisis." Harvard Business School Case 321-077, November 2020.
- January 2010 (Revised February 2011)
- Case
The Random House Response to the Kindle
By: Bharat N. Anand and Peter Olson
In early 2010, e-readers, like Amazon's Kindle and Apple's impending iPad, threatened to disrupt the book publishing industry. The case provides an overview of the industry, describes the broader trends regarding e-readers, and asks: how should major publishers like...
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Keywords:
Change Management;
Trends;
Disruptive Innovation;
Technological Innovation;
Consumer Behavior;
Industry Structures;
Corporate Strategy;
Hardware;
Publishing Industry
Anand, Bharat N., and Peter Olson. "The Random House Response to the Kindle." Harvard Business School Case 710-444, January 2010. (Revised February 2011.)
- April 2011 (Revised May 2011)
- Case
EMC2: Delivering Customer Centricity
By: Thomas Steenburgh and Jill Avery
This case introduces the concept of customer centricity and traces its development at EMC, the world's leading data storage hardware and information management software company. EMC's customers had historically relied on EMC salespeople to guide them through the...
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Keywords:
Business Model;
Interpersonal Communication;
Customer Relationship Management;
Knowledge Acquisition;
Marketing Strategy;
Organizational Change and Adaptation;
Salesforce Management;
Social and Collaborative Networks;
Internet;
Information Technology Industry
Steenburgh, Thomas, and Jill Avery. "EMC2: Delivering Customer Centricity." Harvard Business School Case 511-124, April 2011. (Revised May 2011.)
- Fall 2016
- Article
How Do Customers Respond to Increased Service Quality Competition?
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide...
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Keywords:
Service Quality Competition;
Retail Banks;
Empirical Operations;
Retention;
Service Operations;
Quality;
Competition;
Banking Industry;
United States
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "How Do Customers Respond to Increased Service Quality Competition?" Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 585–607.
- November 2023 (Revised March 2024)
- Technical Note
Customer Data Privacy
By: Eva Ascarza and Ta-Wei Huang
This note provides an overview of the evolving landscape of customer data privacy in 2023. It highlights two pivotal aspects that make privacy a central concern for businesses: building and maintaining customer trust and navigating the intricate regulatory...
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Keywords:
Customer Relationship Management;
Governance Compliance;
Governing Rules, Regulations, and Reforms;
Risk and Uncertainty;
Reputation;
Trust;
Information Management;
Retail Industry;
Technology Industry;
Financial Services Industry;
Telecommunications Industry;
Europe;
United States
Ascarza, Eva, and Ta-Wei Huang. "Customer Data Privacy." Harvard Business School Technical Note 524-005, November 2023. (Revised March 2024.)
- January 1994 (Revised April 1995)
- Case
EMC Corporation: Response to Shareholder Litigation (A)
By: Josh Lerner
EMC Corp. is the target of a shareholder class-action lawsuit for the second time. CEO, Richard Egan, must decide whether to settle the case, as is done in 96% of such cases and as EMC itself did previously, or fight the action.
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Keywords:
Decision Choices and Conditions;
Lawsuits and Litigation;
Going Public;
Management Teams;
Business and Shareholder Relations;
Technology Industry;
United States
Lerner, Josh. "EMC Corporation: Response to Shareholder Litigation (A)." Harvard Business School Case 294-070, January 1994. (Revised April 1995.)
- November 2020
- Teaching Note
Unilever's Response to the Future of Work
By: William R. Kerr and Bailey McAfee
Teaching Note for HBS Case No. 820-104.
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- 1999
- Working Paper
Machines and Mindlessness: Social Responses to Computers
By: Clifford Nass and Youngme Moon
- January 1991 (Revised March 1991)
- Case
Responsible Care
By: George C. Lodge and Jeffrey F. Rayport
Describes a 1989 initiative of the Chemical Manufacturer's Association (CMA) to secure chemical industry support for and implementation of a series of codes of conduct in the field of environmental health and safety. Called "Responsible Care", the program makes...
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Keywords:
Business and Government Relations;
Fairness;
Ethics;
Environmental Sustainability;
Safety;
Chemical Industry
Lodge, George C., and Jeffrey F. Rayport. "Responsible Care." Harvard Business School Case 391-135, January 1991. (Revised March 1991.)
- July 1991 (Revised June 1993)
- Background Note
Conflicting Responsibilities
Presents a framework for resolving issues in which managers' responsibilities--to shareholders, employees, other stakeholder groups, and to their own values and commitments in life--conflict with each other. The framework analyzes these issues in terms of duties,...
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Keywords:
Ethics;
Employees;
Management Analysis, Tools, and Techniques;
Management Practices and Processes;
Organizational Structure;
Personal Development and Career;
Business and Shareholder Relations;
Business and Stakeholder Relations
Badaracco, Joseph L. "Conflicting Responsibilities." Harvard Business School Background Note 392-002, July 1991. (Revised June 1993.)
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
Companies spend significant sums to acquire customers. Once hooked, marketers protect those investments by attempting to keep patrons happy, engaged, and most of all, loyal. Reducing View Details
- March 2002 (Revised May 2007)
- Case
Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)
By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point...
View Details
Keywords:
Customers;
Customer Relationship Management;
Price;
Perspective;
Marketing;
Competitive Advantage;
Financial Services Industry;
Banking Industry;
Canada
Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)." Harvard Business School Case 102-072, March 2002. (Revised May 2007.)
- April 2009 (Revised July 2009)
- Module Note
Delivering Personally on Responsibility
How can individuals equip themselves to exercise leadership in the face of moral adversity? This six-session module aims to prepare students to meet moral responsibility when it is simultaneously most essential and most difficult. Moral adversity refers to situations...
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Margolis, Joshua D. "Delivering Personally on Responsibility." Harvard Business School Module Note 409-093, April 2009. (Revised July 2009.)
- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment...
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Keywords:
Debates;
Customer Focus and Relationships;
Globalized Markets and Industries;
Service Delivery;
Alliances;
Information Technology;
Aerospace Industry
Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
- 2019
- Working Paper
Southern Responses to Gold Certification: Cooperate, Compete, Reject, Revise
By: Kristin Sippl
Artisanal gold mining is a Southern subsistence livelihood posing both challenges and opportunities for sustainable development. In 2011, Fairtrade International launched a certification program to address sustainability problems in the sector. Southern activists,...
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Keywords:
Eco-labeling;
Extractive Industries;
Emerging Economies;
Fair Trade;
Environmental Sustainability;
Standards;
Programs;
Governance Compliance;
Competition;
Adaptation;
Mining Industry
Sippl, Kristin. "Southern Responses to Fair Trade Gold: Cooperation, Competition, Supplementation." Harvard Business School Working Paper, No. 19-055, November 2018. (Forthcoming in Ecological Economics.)
- June 2016
- Article
Corporate Governance and Executive Compensation for Corporate Social Responsibility
By: Bryan Hong, Zhichuan (Frank) Li and Dylan B. Minor
We link the corporate governance literature in financial economics to the agency cost perspective of corporate social responsibility (CSR) to derive theoretical predictions about the relationship between corporate governance and the existence of executive compensation...
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Keywords:
Corporate Social Responsibility;
Incentives For CSR;
Non-financial Performance Measures;
Agency Costs;
Board Independence;
Institutional Holdings;
Managerial Power;
Motivation and Incentives;
Corporate Social Responsibility and Impact;
Executive Compensation;
Corporate Governance
Hong, Bryan, Zhichuan (Frank) Li, and Dylan B. Minor. "Corporate Governance and Executive Compensation for Corporate Social Responsibility." Journal of Business Ethics 136, no. 1 (June 2016): 199–213.
- 2013
- Working Paper
Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?
By: Clarence Lee, E. Ofek and Thomas Steenburgh
In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact...
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- 2016
- Working Paper
Gender Differences in Altruism: Responses to a Natural Disaster
By: Matthew Lilley and Robert Slonim
High-profile disasters can cause large spikes in philanthropy and volunteerism. By providing temporary positive shocks to the altruism of donors, these natural experiments help identify heterogeneity in the distributions of the latent altruism which motivates donors....
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Lilley, Matthew, and Robert Slonim. "Gender Differences in Altruism: Responses to a Natural Disaster." IZA (Institute of Labor Economics) Discussion Paper Series, No. 9657, January 2016.