Publications

Article

Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior

By: Doug Bowman and Das Narayandas

Keywords: Management; Customers; Contracts; Production; Behavior

Find at Harvard

summer 2001
Article

Case Study: Hunter Business Group: Team TBA

By: Das Narayandas and Elizabeth R. Caputo

Keywords: Information; Groups and Teams

Find at Harvard

May 2001 (Revised February 2005)
Case

KONE: The MonoSpace Launch in Germany

By: Das Narayandas and Gordon Swartz

Focuses on the launch of a new elevator product in Germany. In 1996, global construction slumps and low differentiation among competitive offerings has led to significant price competition and margin erosion in the elevator industry. In these circumstances, KONE, one... View Details

Keywords: Machinery and Machining; Product Launch; Product Development; Construction Industry; Germany

May 2001
Teaching Note

Coca-Cola's New Vending Machine (A): Pricing to Capture Value, or Not? TN

By: Charles King III and Das Narayandas

Teaching Note for (9-500-068). View Details

April 2001 (Revised August 2001)
Case

Color Kinetics Incorporated (A)

By: Das Narayandas and Mary N. Caravella

Two-year-old start-up Color Kinetics has developed unique colored lighting technology using digitally controlled LEDs, and has developed that technology into a successful line of products for its first targeted market of "retailtainment." Now in November 1999, the... View Details

Keywords: Business Startups; Growth and Development; Management Teams; Marketing Strategy; Product Launch; Market Entry and Exit; Business Strategy; Corporate Strategy; Electronics Industry

March 2001 (Revised August 2001)
Case

Color Kinetics Incorporated (B)

By: Das Narayandas and Mary N. Caravella

Supplements the (A) case. View Details

Keywords: Electronics Industry

February 2001
Teaching Note

VerticalNet (www.verticalnet.com)

Teaching Note for (9-500-041). View Details

February 2001 (Revised June 2002)
Case

Customer Value Measurement at Nortel Networks--Optical Networks Division

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... View Details

Keywords: Business Divisions; Customer Focus and Relationships; Customer Satisfaction; Management Teams; Marketing Strategy; Value Creation; Telecommunications Industry

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... View Details

Keywords: Acquisition; Customer Relationship Management; Entrepreneurship; Leadership; Marketing Strategy; Performance Evaluation; Relationships; Segmentation; Construction Industry

October 2000 (Revised December 2002)
Background Note

Note on Customer Management

Describes a process for managing customers for profit. View Details

Keywords: Customer Relationship Management; Customer Value and Value Chain; Value

Article

Prepare Your Company for Global Pricing

By: Das Narayandas, John Quelch and Gordon Swartz

Keywords: Price; Contracts

Find at Harvard

June 2000 (Revised June 2003)
Teaching Note

Arrow Electronics, Inc. TN

Teaching Note for (9-598-022). View Details

Keywords: Product Marketing; Sales; Business Subsidiaries; Internet and the Web; Distribution; Business Model; Decision Choices and Conditions; Problems and Challenges; Information Technology Industry; Semiconductor Industry

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... View Details

Keywords: Accounting Audits; Transformation; Customer Relationship Management; Cost vs Benefits; Marketing Strategy; Sales; Computer Industry