Publications
Publications
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- All HBS Web
(117,452)
- Faculty Publications (105)
- June 2008
- Case
Rackspace Hosting in Late 2000
By: James L. Heskett and W. Earl Sasser
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video... View Details
- May 2008
- Case
Thomas Green: Power, Office Politics and a Career in Crisis
By: W. Earl Sasser Jr. and Heather Beckham
The case describes the dilemma of a marketing manager, Thomas Green, who, after being rapidly promoted, is harshly criticized by his boss, Frank Davis. Green and Davis disagree on work styles and market projections. Green believes the sales goals set by Davis are based... View Details
- May 2008
- Teaching Note
Thomas Green: Power, Office Politics, and a Career in Crisis (Brief Case)
By: W. Earl Sasser Jr. and Heather Beckham
Teaching Note for 2095. View Details
- 2008
- Case
Thomas Green:Power, Office Politics and a Career in Crisis
By: W. Earl Sasser
The case describes the dilemma of a marketing manager, Thomas Green, who, after being rapidly promoted, is harshly criticized by his boss, Frank Davis. Green and Davis disagree on work styles and market projections. Green believes the sales goals set by Davis are based... View Details
- January 2001
- Case
World Bank and Knowledge Management, The: The Case of the Urban Services Thematic Group
By: William E. Fulmer and W. Earl Sasser
The World Bank has implemented a knowledge management initiative. One of its communities of practice is to take the lead in a $50 billion commitment to address urban slums. The community of practice is struggling with its mission and how knowledge management can help. View Details
- September 2000 (Revised June 2002)
- Supplement
Overview of E-Business Pricing Models
By: Lynda M. Applegate, W. Earl Sasser and Kristin Kohler
Supplements National Logistics Management. View Details
- October 1999
- Case
Credit Suisse (B)
By: W. Earl Sasser and William E. Fulmer
Supplements either Credit Suisse (A) or Credit Suisse (A) (Abridged). View Details
Keywords: Banking Industry
- October 1999
- Case
Credit Suisse (C)
By: W. Earl Sasser and William E. Fulmer
Supplements either Credit Suisse (A) or Credit Suisse (A) (Abridged). View Details
Keywords: Banking Industry
- October 1999
- Case
Credit Suisse (D)
By: W. Earl Sasser and William E. Fulmer
Supplements either Credit Suisse (A) or Credit Suisse (A) (Abridged). View Details
Keywords: Banking Industry
- September 1999 (Revised April 2001)
- Case
Credit Suisse (A) (Abridged)
By: W. Earl Sasser and William E. Fulmer
Credit Suisse is looking for ways to differentiate itself from current and likely competitors. After two years of restructuring, the bank's leadership wants profitable growth. It has decided to emphasize customer service. View Details
- September 1999
- Teaching Note
Australia's Telstra Corporation (A), (B), and (C) TN
By: W. Earl Sasser, Carin-Isabel Knoop and Cate Reavis
Teaching Note for (9-899-209), (9-899-210), and (9-899-211). View Details
- March 1999
- Case
Australia's Telstra Corporation (A): Going Public
By: W. Earl Sasser, Carin-Isabel Knoop and Cate Reavis
Frank Blount is named CEO of Telstra, Australia's state-owned telecommunications giant. In preparation for its 1997 IPO, he must reorganize the company from an inefficient public entity into a lean, customer-driven organization. View Details
- March 1999
- Case
Australia's Telstra Corporation (B): The Countdown
By: W. Earl Sasser, Carin-Isabel Knoop and Cate Reavis
Supplements the (A) case. View Details
- March 1999
- Case
Australia's Telstra Corporation (C): Operating in Never-Never Land
By: W. Earl Sasser, Carin-Isabel Knoop and Carlos A. A Gonzalez
Supplements the (A) case. View Details
- September 1997 (Revised October 1997)
- Case
Information at the World Bank: In Search of a Technology Solution (B)
By: W. Earl Sasser and Josep Valor
Acting on his vision to make the World Bank a knowledge institution, bank President Wolfensohn announces the creation of an Information and Knowledge Management Council and an Information Solutions Group, headed by a newly nominated CEO, Mohamed Muhsin. This case... View Details
- September 1997
- Case
Information at the World Bank: In Search of a Technology Solution (A)
By: W. Earl Sasser, Josep Valor and Carin-Isabel Knoop
Information Technology Services Director Mohamed Muhsin planned to restructure the World Bank's information technology in response to President Jim Wolfensohn's call to build a knowledge bank. Several reorganization efforts taken by the bank in the 1980s led to a... View Details
- November–December 1995
- Article
Why Satisfied Customers Defect
By: T. O. Jones and W. E. Sasser Jr.
Keywords: Customers