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Show Results For
-
All HBS Web
(4,275)
- People (13)
- News (878)
- Research (2,456)
- Events (10)
- Multimedia (6)
- Faculty Publications (1,399)
- September 1992 (Revised August 2004)
- Supplement
Martin Marietta: Managing Corporate Ethics (C-1)
By: Lynn S. Paine
The division human resources officer must decide whether an older employee should be disciplined for misusing company time and for improperly filling out time cards for his work on government contracts. Intended to focus on the various factors relevant to disciplining...
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Paine, Lynn S. "Martin Marietta: Managing Corporate Ethics (C-1)." Harvard Business School Supplement 393-017, September 1992. (Revised August 2004.)
- April 2009
- Supplement
Merck: Managing Vioxx (E)
By: Robert L. Simons, Kathryn Rosenberg and Natalie Kindred
Keywords:
Leadership;
Decision Choices and Conditions;
Customer Focus and Relationships;
Pharmaceutical Industry
Simons, Robert L., Kathryn Rosenberg, and Natalie Kindred. "Merck: Managing Vioxx (E)." Harvard Business School Supplement 109-084, April 2009.
- September – October 2011
- Article
Manage the Culture Cycle
By: James L. Heskett
Organizational culture—the shared assumptions, values, and behaviors that determine "how we do things around here"—can be measured and shaped. In organizations with large numbers of customer-facing employees, it can account for up to half of the difference in operating...
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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.
- 09 May 2017
- What Do You Think?
Should Management Be Primarily Responsible to Shareholders?
Summing Up How Do We Encourage CEOs to Manage for Sustainability? Important forces encourage short-term perspectives among managers as well as investors today. These include governance biases, tax policies,...
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Keywords:
by James Heskett
- 25 Jun 2024
- Research & Ideas
Rapport: The Hidden Advantage That Women Managers Bring to Teams
transactions among 76 restaurants to investigate whether the gender of managers and workers impacted a team’s ability to handle busy periods. The team also studied training and scheduling data and interviewed View Details
- 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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- 29 Aug 2018
- What Do You Think?
What Should Harley-Davidson’s Management Do?
CasPhotography What Can the Harley-Davidson Case Teach Us About Managing in a Politicized Environment? The advice to Harley-Davidson’s management from respondents of this month’s column is to (1) ensure that...
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- 26 Mar 2006
- Research & Ideas
The Office of Strategy Management
causes of this disconnect between strategy and performance. We have learned that most organizations do not have a strategy execution process. Many have strategic plans, but no coherent approach to manage the execution of those plans....
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Keywords:
by Martha Lagace
- Article
Unconventional Insights for Managing Stakeholder Trust
By: Michael Pirson and Deepak Malhotra
Initiatives to build and maintain trust with various stakeholders, including customers, employees, suppliers and investors, are at the top of the executive agenda at many organizations. But most companies don't really understand how to manage stakeholder trust...
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Keywords:
Values and Beliefs;
Knowledge Use and Leverage;
Organizational Culture;
Business and Stakeholder Relations;
Perspective;
Trust;
Cooperation
Pirson, Michael, and Deepak Malhotra. "Unconventional Insights for Managing Stakeholder Trust." MIT Sloan Management Review 49, no. 4 (Summer 2008): 43–50.
- April 2009
- Supplement
Merck: Managing Vioxx (G)
By: Robert L. Simons and Natalie Kindred
Keywords:
Decision Choices and Conditions;
Leadership;
Customer Focus and Relationships;
Pharmaceutical Industry
Simons, Robert L., and Natalie Kindred. "Merck: Managing Vioxx (G)." Harvard Business School Supplement 109-086, April 2009.
- January 1995 (Revised October 1995)
- Case
Citibank: Global Customer Management
By: Michael Y. Yoshino and Thomas W. Malnight
Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets and regions, varying from autonomous national affiliates to an industry/product-based structure in its domestic U.S....
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Keywords:
Customer Focus and Relationships;
Global Range;
Cross-Cultural and Cross-Border Issues;
Multinational Firms and Management;
SWOT Analysis;
Emerging Markets;
Banking Industry;
United States
Yoshino, Michael Y., and Thomas W. Malnight. "Citibank: Global Customer Management." Harvard Business School Case 395-142, January 1995. (Revised October 1995.)
- August 2013
- Background Note
A Note on Knowledge Management in Professional Services Firms
By: Robert G. Eccles, Ana Kreacic and Penelope Rossano
Knowledge management is a subject of broad interest, especially in "knowledge industries" and "knowledge economies." It is also a topic filled with frustration on the part of practitioners and the level of resource commitment to this function waxes and wanes. This note...
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Keywords:
Knowledge Management
Eccles, Robert G., Ana Kreacic, and Penelope Rossano. "A Note on Knowledge Management in Professional Services Firms." Harvard Business School Background Note 314-034, August 2013.
- March 2022 (Revised March 2022)
- Module Note
Managing Customers in the Digital Era
By: Eva Ascarza
The last two decades have witnessed incredible technological advances that have transformed the ways customers connect with each other and enabled firms to track customers in multiple ways through various channels to personalize (and automize) their offerings at...
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Keywords:
Customer Relationship Management;
Customer Focus and Relationships;
Technological Innovation
Ascarza, Eva. "Managing Customers in the Digital Era." Harvard Business School Module Note 522-066, March 2022. (Revised March 2022.)
- Web
Podcasts - Managing the Future of Work
Podcast Podcast Harvard Business School Professors Bill Kerr and Joe Fuller talk to leaders grappling with the forces reshaping the nature of work. Apple Podcasts Spotify Amazon More Ways to Listen iHeartRadio Player.fm Audacy Castbox Pocket Casts 09 Oct 2024 View Details
- 06 Mar 2013
- What Do You Think?
Who Should Manage Our Work Time?
Summing Up Who Will Save Us From Our Work Habits? We have a problem in the workplace. Some of it is being forced upon us by forces in society. Some of it is of our own making. But we face increasing challenges in managing our work time...
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Keywords:
by James Heskett
- 02 May 2011
- Research & Ideas
Casino Payoff: Hands-Off Management Works Best
ensure that the casinos' best customers return to play another day. “It's not absolute freedom—it's freedom within a framework" —Francisco de Asís Martinez-Jerez And it turns out that casino hosts are ideal subjects to gain insight into an ongoing question debated for...
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- June 1994 (Revised August 1994)
- Case
Cunard Line Ltd.: Managing Integrated Marketing Communications
Cunard, the world's oldest luxury line company, is confronted with several key issues involving its marketing and marketing communications strategy. One concerns the balance between image/positioning advertising and short-term-oriented promotional...
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Keywords:
Advertising Campaigns;
Marketing Communications;
Marketing Strategy;
Product Positioning;
Consumer Behavior;
Organizational Structure;
Identity;
Balance and Stability;
Shipping Industry
Greyser, Stephen A. "Cunard Line Ltd.: Managing Integrated Marketing Communications." Harvard Business School Case 594-046, June 1994. (Revised August 1994.)
- October 2023 (Revised February 2024)
- Teaching Note
Managing Customer Retention at Teleko
By: Eva Ascarza and Ta-Wei Huang
Teaching Note for HBS Case No. 523-005.
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- 16 Jun 2008
- Research & Ideas
Seven Tips for Managing Price Increases
per ounce, and, less common in this category, the monthly consumption cost. Customers short on cash will focus much more on the absolute price. They'll go for the 99 cent soft drink rather than the $1.29 container with 50 percent more...
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Keywords:
by John Quelch