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- December 1998 (Revised December 1999)
- Case
Morgan Stanley Dean Witter Private Client Services
By: Thomas J. DeLong, David M. Darst, Ann K Rusher and Catherine M. Conneely
The 1997 merger of retail giant Dean Witter and investment bank Morgan Stanley was a year old when Bob Sculthorpe was appointed director of Private Client Services (PCS) at Morgan Stanley Dean Witter (MSDW). The firm was still operating under two separate broker-dealer... View Details
Keywords: Mergers and Acquisitions; Business Divisions; Investment Banking; Brands and Branding; Salesforce Management; Competitive Strategy; Retail Industry
DeLong, Thomas J., David M. Darst, Ann K Rusher, and Catherine M. Conneely. "Morgan Stanley Dean Witter Private Client Services." Harvard Business School Case 899-107, December 1998. (Revised December 1999.)
- September 2000
- Background Note
Professional Services Module Five: Serving Clients Effectively
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery. View Details
Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
- Article
What Professional Service Firms Must Do to Thrive
By: Ashish Nanda and Das Narayandas
When the going gets tough, professional service firms (PSFs) often get desperate and chase all kinds of business just to keep the lights on. Consultancies, financial services firms, VC/PE firms, and the like offer services and sign up clients they should never have... View Details
Keywords: Professional Service Firms; Client Mix; Strategic Positioning; Organizations; Performance Effectiveness; Decision Making; Framework
Nanda, Ashish, and Das Narayandas. "What Professional Service Firms Must Do to Thrive." Harvard Business Review 99, no. 2 (March–April 2021): 98–107.
- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
Keywords: Information Infrastructure; Customer Relationship Management; Job Cuts and Outsourcing; Service Operations; Business or Company Management; Emerging Markets; Problems and Challenges; Service Delivery; Computer Industry; United States
Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.)
- January 2004 (Revised March 2005)
- Background Note
Managing Client Conflicts
By: Ashish Nanda
This case describes the two types of client conflict--conflict of duty and conflict of service--that professionals manage. It delineates how the management of these conflicts affects the scale and scope of service that professionals provide. View Details
Nanda, Ashish. "Managing Client Conflicts." Harvard Business School Background Note 904-059, January 2004. (Revised March 2005.)
- January–February 2024
- Article
Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments
By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement
Buell, Ryan W., Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan, and Rengaraj Venkatesh. "Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments." Manufacturing & Service Operations Management 26, no. 1 (January–February 2024): 154–166.
- September 2000
- Teaching Note
Morgan Stanley Dean Witter Private Client Services (TN)
By: Thomas J. DeLong
Teaching Note for (9-899-107). View Details
Keywords: Retail Industry
- June 2010
- Case
Managing the Client Portfolio
By: Nitin Nohria and Ashish Nanda
The German country managing partner of a global law firm must decide how to respond to a corporate mandate to restructure its client portfolio. The case enables a discussion of different types of clients in a global professional service firm in terms of relative... View Details
Keywords: Attorney and Client Relationships; Management Style; Corporate Governance; Business Subsidiaries; Business Headquarters; Conflict and Resolution
Nohria, Nitin, and Ashish Nanda. "Managing the Client Portfolio." Harvard Business School Case 410-139, June 2010.
- December 2003 (Revised April 2004)
- Case
Sherif Mityas at A.T. Kearney (A): Negotiating a Client Service Predicament
By: Ashish Nanda
Sherif Mityas, recently promoted as project manager at A.T. Kearney, faced a client service challenge in his very first project experience. Mityas had been working closely for six weeks with the management team of the U.S. subsidiary of a Japan-headquartered consumer... View Details
Keywords: Management; Conflict of Interests; Business Subsidiaries; Trust; Consumer Products Industry; Japan; United States
Nanda, Ashish, and Kelley Elizabeth Morrell. "Sherif Mityas at A.T. Kearney (A): Negotiating a Client Service Predicament." Harvard Business School Case 904-031, December 2003. (Revised April 2004.)
- December 2003 (Revised April 2004)
- Case
Sherif Mityas at A.T. Kearney (C): Negotiating a Client Service Predicament
By: Ashish Nanda
Supplements the (A) case. View Details
Nanda, Ashish, and Kelley Elizabeth Morrell. "Sherif Mityas at A.T. Kearney (C): Negotiating a Client Service Predicament." Harvard Business School Case 904-037, December 2003. (Revised April 2004.)
- March 2012 (Revised October 2021)
- Supplement
V-Cola: Confidential Instructions for Cly Entman Client Services Director, Chikara Advertising
By: Ian Larkin and Hal Movius
Larkin, Ian, and Hal Movius. "V-Cola: Confidential Instructions for Cly Entman Client Services Director, Chikara Advertising." Harvard Business School Supplement 912-045, March 2012. (Revised October 2021.)
- December 2003 (Revised April 2004)
- Case
Sherif Mityas at A.T. Kearney (B): Negotiating a Client Service Predicament
By: Ashish Nanda
Supplements the (A) case. View Details
Nanda, Ashish, and Kelley Elizabeth Morrell. "Sherif Mityas at A.T. Kearney (B): Negotiating a Client Service Predicament." Harvard Business School Case 904-035, December 2003. (Revised April 2004.)
- July 2007 (Revised April 2008)
- Teaching Note
Dell Computers: Field Service for Corporate Clients (A) and Transition (B) (TN)
By: Frances X. Frei
Teaching Note to (603-067) and (607-081). View Details
- September 2020 (Revised February 2021)
- Case
Zameer Kassam Fine Jewelry: Engaging Clients
By: Ryan W. Buell and Amy Klopfenstein
Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details
Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry
Buell, Ryan W., and Amy Klopfenstein. "Zameer Kassam Fine Jewelry: Engaging Clients." Harvard Business School Case 621-043, September 2020. (Revised February 2021.)
- October 2009
- Article
Attracting Flows by Attracting Big Clients
By: Lauren Cohen and Breno Schmidt
We explore a new channel for attracting inflows using a unique dataset of corporate 401(k) retirement plans and their mutual fund family trustees. Families secure substantial inflows by being named the trustee of a 401(k) plan. We find that family trustees... View Details
Cohen, Lauren, and Breno Schmidt. "Attracting Flows by Attracting Big Clients." Journal of Finance 64, no. 5 (October 2009): 2125–2151. (Winner of the Barclays Global Investors Best Paper Prize, Asset Allocation Symposium, European Finance Association 2006. Winner of the Society of Quantitative Analysts Award, Best Paper in Quantitative Investments, Western Finance Association 2007.)
- February 2008 (Revised December 2011)
- Case
Weber Shandwick: The Client Relationship Leader Program
By: Robert G. Eccles and Kerry Herman
In 2002 Weber Shandwick, a leading global public relations agency, instituted a Client Relationship Leader (CRL) Program for its top 32 global accounts. The purpose of the program is to ensure that all of the firm's resources across geographies, practice areas, and... View Details
Keywords: Blogs; Competency and Skills; Customer Relationship Management; Organizational Change and Adaptation; Organizational Design; Social and Collaborative Networks; Competitive Advantage; Public Relations Industry
Eccles, Robert G., and Kerry Herman. "Weber Shandwick: The Client Relationship Leader Program." Harvard Business School Case 408-077, February 2008. (Revised December 2011.)
- March 2001 (Revised May 2001)
- Case
&Samhoud Service Management
By: Thomas J. DeLong, Ashish Nanda and Monica Mullick
&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain. View Details
Keywords: Mission and Purpose; Management Practices and Processes; Customer Focus and Relationships; Customer Relationship Management; Consulting Industry; Netherlands
DeLong, Thomas J., Ashish Nanda, and Monica Mullick. "&Samhoud Service Management." Harvard Business School Case 801-398, March 2001. (Revised May 2001.)
- 2012
- Article
Conflict Policy and Advertising Agency-Client Relations: The Problem of Competing Clients Sharing a Common Agency
By: Alvin J. Silk
What restrictions should be placed on advertising agencies with respect to serving accounts or clients that are competitors of one another in order to avoid conflicts of interest? In recent decades, the advertising and marketing services industry has undergone a number... View Details
Keywords: Advertising Agency; Competitors; Marketing Services Industry; Structural Changes; Agency-client Relationships; Hybrid Conflict Policies; Safeguards; Advertising; Advertising Industry; Europe; Latin America; North and Central America
Silk, Alvin J. "Conflict Policy and Advertising Agency-Client Relations: The Problem of Competing Clients Sharing a Common Agency." Foundations and Trends® in Marketing 6, no. 2 (2012): 63–149.
- January 2025
- Case
Redwood & Strong: The Value of a Consulting Engagement
By: David G. Fubini and Patrick Sanguineti
The board of Redwood & Strong LLP (R&S), the American branch of a large global law firm, is meeting to review the findings of a recent strategic initiative designed to identify potential merger candidates. The request for the engagement originated from Daniel Crawford,... View Details
- May 2023 (Revised May 2023)
- Case
Stay or Go? Sarah Reynolds Kensington Partners
By: David G. Fubini, Amr Seifeldin and Patrick Sanguineti
Sarah Reynolds, a relatively new Partner at the global Kensington Partners strategy consulting firm, has headed the firm's Telecommunications Group for a few years. Thanks to her stellar track record with clients, she has brought the group a range of accolades and... View Details