Customer Focus - Publications - Faculty & Research

16 May 2005
Research & Ideas

Confronting the Reality of Web Services

challenge comes as all stakeholders get together and hammer out common definitions. This might not seem like the kind of work that leads to disputes, but it is. In most companies, questions like the following would lead to heated discussions: Who's got the real View Details

Keywords: by Sara Grant

20 Dec 2018
Blog Post

A Time For Opportunity In Food and Agriculture

noise and figuring out what consumers want and how we can pull that through the supply chain is challenging and really exciting.” How can MBAs launch their careers in this sector, keep up with what’s new, and establish consumer confidence? Panelists offered two pieces... View Details

Web

The Power of DEI: Harnessing Talent and Opportunity for Enduring Success - Course Catalog

HBS Course Catalog The Power of DEI: Harnessing Talent and Opportunity for Enduring Success Course Number 1845 Professor Nancy Koehn Fall; Q1; 1.5 credits 14 sessions Paper Overview and Educational Objectives This course examines the important View Details

Web

Staff Directory | Baker Library

Finance, Accounting, Staff relations, HR, Operations, French Patrick Clapp Information Research Specialist Baker Research & Data Services pclapp@hbs.edu Lisa Clark Conservation Technician for Special Collections Special Collections & Archives lclark@hbs.edu Emilie... View Details

05 Feb 2007
Research & Ideas

Business and the Global Poor

who the customer is. Traditionally, leading companies—both in the West and in developing countries—have operated under the assumption that the world's poor majority—those four billion people on the planet with a disposable income of $5 a... View Details

Keywords: by Sean Silverthorne

19 Jun 2007
First Look

First Look: June 19, 2007

rental customers over a period of four months. We predict and find that people are more likely to rent DVDs in one order and return them in the reverse order when should DVDs (e.g., documentaries) are rented before want DVDs (e.g., action... View Details

Keywords: Martha Lagace

23 Jul 2012
Research & Ideas

Book Excerpt: ‘Talk, Inc.’

caused by information overload, and an increase in employees' ability to respond readily to customer needs. Inclusion: At its best, interpersonal conversation is an equal-opportunity proposition. It invites all participants to put their... View Details

Keywords: Re: Boris Groysberg

01 Jan 2002
News

Marjorie M.T. Yang (MBA '76)

we could send machinery to the Chinese factories we managed. In return, we received shipments of apparel that we then sold to discount retailers in the United States." With an initial focus on high quantity and low prices, Esquel was just... View Details

23 Jun 2003
Research & Ideas

Psychology, Pathology, and the CEO

market share. Its Mach3 shaving system was a blockbuster product, but the company was suffering the effects of its own reliance on trade loading—the practice of offering discounts to retail customers at the end of a quarter in order to... View Details

Keywords: by Rosabeth Moss Kanter

15 Sep 2011
Research & Ideas

High Ambition Leadership

understand the urgency of improved financial performance and customer service. To do so—in an effort of several years—they did a number of things to sharpen the company's focus on performance, both financial... View Details

Keywords: by Martha Lagace

January 2023
Case

Natura: Weathering the Pandemic at Brazil's Cosmetic Giant

By: Brian Trelstad, Pedro Levindo and Carla Larangeira

Brazil's Natura, a multi-brand cosmetics group, has taken several measures to safeguard the livelihoods of its thousands of employees and millions of sales representatives during the COVID-19 health and economic crisis. The company has also made strides in its efforts... View Details

Citation

Educators

19 Jun 2018
First Look

New Research and Ideas, June 19, 2018

organizations as well as customer pressure from individual investors are critical in mitigating free-rider problems among asset managers and sustaining engagement practices. Finally, I explore the limits and anticompetitive concerns to... View Details

Keywords: Dina Gerdeman

01 Oct 1996
News

The Drive for Excellence: An Interview with Jim Henderson

short-term results with adherence to a long-term strategy and direction. At Cummins, we are driven by the concept of maximizing shareholder value -- but the question is, value over the next quarter or two, or over a longer period? Either View Details

03 Nov 2009
First Look

First Look: Nov. 3

Authors:Laura Alfaro and Anusha Chari Publication:India Policy Forum (forthcoming). (Also HBS Working Paper 10-030.) Abstract Using firm-level data, this paper analyzes the transformation of India's economic structure following the implementation of economic reforms.... View Details

Keywords: Martha Lagace

18 Mar 2001
Research & Ideas

Want to Be an Entrepreneur? [Part I]

Faced with accepting $20 million less than anticipated from the stock offering, she told the class, the company never hesitated. It had chosen to go public in mid-2000—after two years of existence and two quarters of selling its Visor handheld computers—to establish... View Details

Keywords: by John S. Rosenberg

15 Jan 2013
First Look

First Look: January 15

PublicationsThe Future of Organization Design Authors:Baldwin, Carliss Y. Publication:Journal of Organization Design Abstract The modern corporation has long been the central focus of the field of organization design. Such firms can be... View Details

Keywords: Sean Silverthorne

05 Oct 2010
First Look

First Look: October 5, 2010

and market-implied yields fell, and the ability of ratings to predict default deteriorated. We offer several possible explanations for these findings that are linked to existing theories. Download the paper: http://www.hbs.edu/research/pdf/09-051.pdf The Impact of... View Details

Keywords: Sean Silverthorne

15 Feb 2016
Research & Ideas

Want Your Employees to Plan Better for Retirement? Don't Do This

financial decisions and how those decisions play out in the market. Noting the dramatic shift from DB to DC plans over the past few decades, Beshears and his coauthors hear frequent concerns over workers ill-equipped to make well-informed savings choices. They decided... View Details

Keywords: Re: John Beshears; Financial Services

01 Jun 2020
News

Staying the Course

a necessary first step in meeting the increasing demand for online educational tools. The newly remote DreamBox team decided to shift its focus to support, providing customer service not just for the 130,000... View Details

Keywords: April White; online education

09 Mar 2016
Lessons from the Classroom

In This Classroom, Beer Can Improve Your Grade

two-and-a-half-day simulation puts students in charge of a brewery for 7 fictitious financial quarters. Working in four- to five-person teams, players make decisions on everything for running their business: types of ingredients to use, packaging, pricing, and View Details

Keywords: by Roberta Holland; Education; Food & Beverage

Publications