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-
All HBS Web
(4,393)
- People (13)
- News (878)
- Research (2,445)
- Events (10)
- Multimedia (6)
- Faculty Publications (1,398)
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- 16 Jan 2019
- Research & Ideas
What Football Firings Teach Managers About Staying Relevant
unique to sports, of course. Based on our surveys with executives from a wide range of fields, the rate at which managers lose relevance has increased dramatically, even over just the last decade. The world is changing faster than ever...
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- 25 May 2007
- Working Paper Summaries
Self-Regulatory Institutions for Solving Environmental Problems: Perspectives and Contributions from the Management Literature
Keywords:
by Andrew King & Michael W. Toffel
- April 1997 (Revised May 1997)
- Case
Mercer Management Consulting's "Grow to Be Great" (A): The Growth Initiative
By: Dorothy A. Leonard and Carin-Isabel Knoop
In late 1994, James Down, member of Mercer's Executive Committee, has to decide whether or not he should push ahead with the writing and publication of a book on growth--at a time when the more successful business publications focus on reengineering and cost cutting....
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Keywords:
Technological Innovation;
Organizational Culture;
Business Growth and Maturation;
Knowledge Management;
Product Development;
Information Publishing;
Books;
Consulting Industry;
Publishing Industry
Leonard, Dorothy A., and Carin-Isabel Knoop. Mercer Management Consulting's "Grow to Be Great" (A): The Growth Initiative. Harvard Business School Case 697-084, April 1997. (Revised May 1997.)
- June 2023 (Revised September 2023)
- Simulation
Managing the Customer Journey Marketing Simulation: Adobe's Data-Driven Operating Model (DDOM)
By: Sunil Gupta, Rajiv Lal and Celine Chammas
Adobe started monitoring Annual Recurring Revenue (ARR), one of its primary metrics, when it shifted from selling its software in a box to selling the software as a subscription-based cloud service. They wanted to know when, where, and how much to invest in marketing....
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- Article
Putting the 'Relationship' Back into CRM
By: Susan Fournier and Jill Avery
Many managers think that the way to capture value through relationship marketing is to focus on the 'good' customers and get rid of the 'bad' ones. But there is a lot more to best practice relationship management than maximizing revenues on individual customers and...
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Keywords:
Marketing;
CRM;
Customer Relationship Management;
Brand Building;
Brand Management;
Customer Lifetime Value;
Customer Focus and Relationships;
Customer Satisfaction;
Marketing Strategy;
Brands and Branding;
Consumer Products Industry
Fournier, Susan, and Jill Avery. "Putting the 'Relationship' Back into CRM." MIT Sloan Management Review 52, no. 3 (Spring 2011): 63–72.
- July 2008
- Teaching Note
Hilton Hotels: Brand Differentiation through Customer Relationship Management (TN)
By: Lynda M. Applegate, Gabriele Piccoli and Chekitan Dev
Teaching Note for [809029].
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- January 1993 (Revised November 1993)
- Case
FCB and Publicis (B): Managing Client and Country Diversity
Discusses FCB and Publicis, partners in a global advertising agency alliance, working together with their clients to provide excellent service. May be used with FCB and Publicis (A): Forming the Alliance and (C): The German-Led Network.
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Keywords:
Customer Relationship Management;
Alliances;
Cooperation;
Globalized Firms and Management;
Partners and Partnerships;
Marketing Strategy;
Advertising;
Diversity;
Advertising Industry;
France;
Germany;
United States
Kanter, Rosabeth M. "FCB and Publicis (B): Managing Client and Country Diversity." Harvard Business School Case 393-100, January 1993. (Revised November 1993.)
- 2010
- Article
Zwischen Familienerbe und globalem Markt. Eigentum und Management von großen westdeutschen Familienunternehmen im Wandel (1960-2008)
"Between Family Heritage and Global Market. Changes in Ownership and Management of Large West-German Family Firms (1960-2008)" Large family firms fall between two theoretical accounts. They neither follow the development path described by Alfred D. Chandler nor do they...
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- 07 Feb 2012
- Working Paper Summaries
Earnings Management from the Bottom Up: An Analysis of Managerial Incentives Below the CEO
Keywords:
by Felix Oberholzer-Gee & Julie Wulf
- June 2013
- Teaching Note
Elasto Therm: The Next Step
By: Jim Sharpe
Keywords:
Entrepreneurial Organizations;
Entrepreneurs;
Careers;
Empowerment;
Job Design;
Sales Channels;
Sales Force Management;
Pricing Strategy;
Pricing;
Pricing Policies;
Employee Empowerment;
Customer Focus;
Entrepreneurship;
Salesforce Management;
Customer Focus and Relationships;
Rubber Industry;
United States
- May 2016 (Revised September 2016)
- Case
Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean
By: Rajiv Lal and Gamze Yucaoglu
In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high...
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Keywords:
Customer Experience;
Customer Service;
Hotel Industry;
Emerging Market;
Customer Focus;
Leading Growth;
Feedback Culture;
Employee Empowerment;
Employee Engagement;
Employee Training;
Staffing;
Operations Management;
Quality Management;
Service Management;
Service Quality;
Continuous Improvement;
Hillside;
HBC;
Turkey;
Vacation;
Customer Relationship Management;
Quality;
Employee Relationship Management;
Service Operations;
Organizational Culture;
Customer Satisfaction;
Selection and Staffing;
Service Delivery;
Competitive Advantage;
Emerging Markets;
Growth and Development;
Accommodations Industry;
Entertainment and Recreation Industry;
Turkey
Lal, Rajiv, and Gamze Yucaoglu. "Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean." Harvard Business School Case 516-110, May 2016. (Revised September 2016.)
- October 2014 (Revised September 2015)
- Case
Sanford C. Bernstein Goes to Asia
By: Linda A. Hill, Dana M. Teppert and Allison J. Wigen
Sanford C. Bernstein, a premier sell-side research firm, is expanding globally. Three years after launching Bernstein's Asian business, senior management has appointed Ghislain de Charentenay, a six-year sales veteran of the firm, as director of Asian research in Hong...
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Keywords:
Collaboration;
Talent Management;
Leadership;
Talent and Talent Management;
Organizational Design;
Emerging Markets;
Globalization;
Hong Kong
Hill, Linda A., Dana M. Teppert, and Allison J. Wigen. "Sanford C. Bernstein Goes to Asia." Harvard Business School Case 415-037, October 2014. (Revised September 2015.)
- 17 Nov 2014
- Lessons from the Classroom
Managing the Family Business: Are Optimists or Pessimists Better Leaders?
Editor's note: This is part of a series of occasional columns on managing the family business written by Senior Lecturer John A. Davis. Optimism and pessimism are strong, stable traits that reflect our coping strategies. We live in an...
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- January–February 2020
- Article
Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth
By: Rob Markey
Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers.
Loyalty-leading companies operate differently. They create systems for... View Details
Keywords:
Customer Experience;
Customer Value;
Customer Centric Initiative;
Customer Focused Organization;
Customer Lifetime Value;
Customer Focus and Relationships;
Customer Value and Value Chain;
Operations;
Business Strategy
Markey, Rob. "Are You Undervaluing Your Customers? It’s Time to Start Measuring and Managing Their Worth." Harvard Business Review 98, no. 1 (January–February 2020): 42–50.
- June 2013 (Revised March 2014)
- Case
Kvadrat: Leading for Innovation
By: Boris Groysberg and Sarah L. Abbott
In 2013, Anders Byriel, CEO of the family-owned Danish textiles company, Kvadrat, considered the firm's strategic plan. In 2000, Byriel and Mette Bendix, Kvadrat's Product Director, had taken over management of the company from their fathers, who had founded Kvadrat... View Details
Keywords:
General Management;
Organizational Behavior;
Strategy;
Performance Management;
Leadership;
Business or Company Management;
Growth and Development Strategy;
Management Practices and Processes;
Human Resources;
Denmark;
Europe;
Asia
Groysberg, Boris, and Sarah L. Abbott. "Kvadrat: Leading for Innovation." Harvard Business School Case 413-120, June 2013. (Revised March 2014.)
- February 2019
- Technical Note
Can Multiunit Organizations Remain Agile as They Grow?
By: Tatiana Sandino
This note discusses how multiunit organizations incorporate flexibility into their management control systems, some by authorizing all or a select number of their dispersed units to make input and process decisions, some by investing in data-analytic technologies to...
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Keywords:
Management Control Systems;
Flexibility;
Management Systems;
Business Units;
Decision Making
Sandino, Tatiana. "Can Multiunit Organizations Remain Agile as They Grow?" Harvard Business School Technical Note 119-067, February 2019.
- November 1998
- Article
Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation
By: N. Narayandas
Narayandas, N. "Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation." Journal of Service Research 1, no. 2 (November 1998).
- March 2020
- Case
Forbidden City: Launching a Craft Beer in China
By: Christopher A. Bartlett and Carole Carlson
This case describes a difficult choice faced by Victor Wang, Managing Director of Singapore-based Eurasian Brewing Company (EBC), concerning the competing product launch plans of Le Jie, Vice President of EBC's China and East Asian operations, and Vivian Chin, EBC's...
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Keywords:
Subsidiary Management;
Craft Brewing;
Strategy;
Decision Making;
Organizational Structure;
Business Model;
Growth and Development Strategy;
Entrepreneurship;
Management Style;
Food and Beverage Industry;
China;
East Asia
Bartlett, Christopher A., and Carole Carlson. "Forbidden City: Launching a Craft Beer in China." Harvard Business School Brief Case 920-559, March 2020.
- July 2010 (Revised March 2013)
- Case
Heidrick & Struggles and Standard Chartered Bank: Managing Global Key Accounts
By: Robert G. Eccles and Kerry Herman
Daren Kemp, a partner at leadership consultancy and executive search firm Heidrick & Struggles, is responsible for the firm's relationship with Standard Chartered Bank (Standard Chartered). Standard Chartered is one of 94 companies in Heidrick's strategic partners...
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Keywords:
Customer Relationship Management;
Service Delivery;
Partners and Partnerships;
Business Strategy;
Consulting Industry;
Employment Industry
Eccles, Robert G., and Kerry Herman. "Heidrick & Struggles and Standard Chartered Bank: Managing Global Key Accounts." Harvard Business School Case 411-011, July 2010. (Revised March 2013.)
- April 2021
- Case
Transforming BlackBerry: From Smartphones to Software
By: Ranjay Gulati and Nicole Tempest Keller
On the verge of failure, BlackBerry brought in John Chen as CEO in 2013 to orchestrate a bold turnaround of the company. Once an iconic leader in the smartphone market, BlackBerry was best known for its tactile QWERTY keyboard, strong security, and a focus on business...
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Keywords:
Pivot;
Managing Change;
Turnaround;
Smartphone;
Change Management;
Leading Change;
Transformation;
Organizational Change and Adaptation;
Digital Platforms;
Change;
Information Infrastructure;
Applications and Software;
Competitive Strategy;
Cybersecurity;
Technology Industry;
Transportation Industry;
Canada
Gulati, Ranjay, and Nicole Tempest Keller. "Transforming BlackBerry: From Smartphones to Software." Harvard Business School Case 421-052, April 2021.