Publications

2000
Chapter

Relationship Marketing and Key Account Management

By: Joseph P. Cannon and N. Narayandas

Keywords: Customer Relationship Management

December 1999 (Revised March 2002)
Case

Hunter Business Group: TeamTBA

By: Das Narayandas and Elizabeth R. Caputo

The Hunter Business Group (HBG), a direct marketing consulting firm specializing in reorganizing the sales and marketing efforts of industrial firms, uses integrated customer contact technologies (including field sales, telephone, and mail) as a means of... View Details

Keywords: Communication Technology; Marketing Communications; Marketing Reference Programs; Marketing Strategy; Market Participation; Sales; Value Creation; Consulting Industry

November 1999 (Revised February 2000)
Case

Granny's Goodies, Inc.

By: Das Narayandas and Katherine B. Korman

The young entrepreneurs of Granny's Goodies, Inc., a corporate gift package specialist, face the challenge of finding ways to create consistent revenue streams and reduce sales costs. Outside of a few long-term contracts, the two founders have had to work very hard for... View Details

Keywords: Budgets and Budgeting; Customer Relationship Management; Entrepreneurship; Cost Management; Marketing Strategy; Product Design; Problems and Challenges; Sales; Segmentation; Service Industry

November 1999 (Revised June 2000)
Case

VerticalNet (www.verticalnet.com)

VerticalNet, a leading creator of targeted business-to-business vertical trade communities on the Internet, is trying to expand its model to facilitate e-commerce. Mark Walsh, the CEO of VerticalNet, has to decide how far he can extend the firm's business model without... View Details

Keywords: Business Model; Decisions; Digital Platforms; Expansion; Internet and the Web

November 1998
Article

Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation

By: N. Narayandas

Keywords: Measurement and Metrics; Management; Customer Focus and Relationships

Find at Harvard

August 1998
Teaching Note

Hewlett-Packard Co.: European Remarketing Operation TN

Keywords: Marketing; Computer Industry; Europe

April 1998 (Revised January 2007)
Case

Arrow Electronics, Inc.

Deals with the issue of cross-selling and managing a portfolio of products and services in business markets. Arrow/Schweber (A/S), a subsidiary of electronic parts distributor Arrow Electronics, has a portfolio of products that differ in the amount of value added by... View Details

Keywords: Distribution Channels; Internet and the Web; Problems and Challenges; Change Management; Electronics Industry

April 1998
Teaching Note

Managing Customers for Profits (TN)

Teaching Note for (8249) and (8257). View Details

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

April 1998
Teaching Note

WESCO Distribution, Inc. TN

Teaching Note for (9-598-021). View Details

Keywords: Distribution Industry; Electronics Industry

April 1998
Teaching Note

Industry.Net Teaching Note

Teaching Note for (9-598-034), (9-598-035), (9-598-036), (9-598-037), and (9-598-038). View Details

Keywords: Web Services Industry

March 1998
Teaching Note

Orbital Sciences Corporation: ORBCOMM TN

Teaching Note for (9-598-027). View Details

Keywords: Telecommunications Industry

February 1998
Teaching Note

Aladdin Knowledge Systems TN

Teaching Note for (9-598-018). View Details

Keywords: Mergers and Acquisitions; Competition; Marketing; Sales; Distribution; Safety; Globalization; Integration; Information Technology Industry; Europe; United States

February 1998
Case

Human Element in Marketing Strategy,The: A Look at the Creative and Subjective Side

By: Das Narayandas and Gerald Zaltman

Explores the human element in formulating marketing strategy. A rewritten version of an earlier note. Includes color exhibits. View Details

Keywords: Employees; Marketing Strategy; Creativity; Perspective

January 1998
Teaching Note

SaleSoft, Inc. (A) TN

Teaching Note for (9-596-112). View Details

Keywords: Technology Industry

1998
Article

The Nature of Trust and Its Impact on Relationship Management Activities

By: Joseph P. Cannon, Greg Gundlach and Das Narayandas

Keywords: Trust; Relationships; Management

November 1997 (Revised February 1998)
Case

WESCO Distribution, Inc.

In 1996, WESCO, a national distributor of electrical equipment and supplies, charted out a growth of 6 to 8 percent in sales, and 12 to 16 percent in profitability over the next five years. The centerpiece of this growth strategy is the National Accounts (NA) program... View Details

Keywords: Restructuring; Customer Satisfaction; Growth and Development; Growth and Development Strategy; Distribution; Sales; Balance and Stability; Distribution Industry; Electronics Industry