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      Customer Relationship ManagementRemove Customer Relationship Management →

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      • September 2025
      • Article

      Using Satellites and Phones to Evaluate and Promote Agricultural Technology Adoption: Evidence from Smallholder Farms in India

      By: Shawn Cole, Tomoko Harigaya, Grady Killeen and Aparna Krishna
      This paper evaluates a low-cost, customized soil nutrient management advisory service in India. As a methodological contribution, we examine whether and in which settings satellite measurements may be effective at estimating both agricultural yields and treatment... View Details
      Keywords: Measurement and Metrics; Mathematical Methods; Analytics and Data Science; Agriculture and Agribusiness Industry; India
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      Cole, Shawn, Tomoko Harigaya, Grady Killeen, and Aparna Krishna. "Using Satellites and Phones to Evaluate and Promote Agricultural Technology Adoption: Evidence from Smallholder Farms in India." Journal of Development Economics 176 (September 2025).
      • August 2025
      • Supplement

      Gary Convis: Supplement to 625-003 Knowledge Transfer: Toyota, NUMMI, and GM

      By: Willy C. Shih
      Set of supplementaru videos featuring Gary Convis, first Plant Manager of NUMMI View Details
      Keywords: Culture Change; Organizational Culture; Organizational Change and Adaptation; Factories, Labs, and Plants; Joint Ventures; Transformation; Selection and Staffing; Knowledge Acquisition; Knowledge Sharing; Labor and Management Relations; Auto Industry; Japan; United States
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      Shih, Willy C. "Gary Convis: Supplement to 625-003 Knowledge Transfer: Toyota, NUMMI, and GM." Harvard Business School Multimedia/Video Supplement 625-715, August 2025.
      • July 2025
      • Exercise

      Travelogo: Customer Segmentation Instructions

      By: Eva Ascarza
      Keywords: Algorithmic Decision Making; Marketing; Simulation; Marketing Strategy; Customer Focus and Relationships
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      Ascarza, Eva. "Travelogo: Customer Segmentation Instructions." Harvard Business School Exercise 526-702, July 2025.
      • 2025
      • Working Paper

      How Does Wage Inequality Affect the Labor Movement

      By: Barbara Biasi, Zoë B. Cullen, Julia H. Gilman and Nina Roussille
      This paper provides causal evidence on how wage inequality among workers affects the labor movement using three complementary research designs: a vignette experiment with union organizers, a natural policy experiment that increased wage inequality among Wisconsin... View Details
      Keywords: Wages; Equality and Inequality; Labor and Management Relations; Labor Unions; Negotiation
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      Biasi, Barbara, Zoë B. Cullen, Julia H. Gilman, and Nina Roussille. "How Does Wage Inequality Affect the Labor Movement." NBER Working Paper Series, No. 33978, July 2025.
      • June 2025
      • Case

      Parque del Sendero: Repositioning in the Death Care Industry in Chile

      By: Jill Avery, Andres Cuneo and Marco Bertini
      Facing changing consumer behavior and shifting industry conditions, Parque del Sendero, one of largest networks of cemeteries in Chile, considers repositioning its products to appeal to a broader swath of Chilean customers to fuel growth and a more profitable business... View Details
      Keywords: Consumer Behavior; Positioning; Branding; Marketing; Brands and Branding; Marketing Strategy; Service Industry; Real Estate Industry; Chile
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      Avery, Jill, Andres Cuneo, and Marco Bertini. "Parque del Sendero: Repositioning in the Death Care Industry in Chile." Harvard Business School Case 525-064, June 2025.
      • June 2025
      • Simulation

      Travelogo: Customer Segmentation

      By: Eva Ascarza and Noah Ahmadi
      This interactive tool is designed to enhance engagement with the Travelogo: Understanding Customer Journeys case by allowing the student to explore the company's data. Through this tool, the student can examine the variables used for segmentation, analyze the resulting... View Details
      Keywords: Algorithmic Decision Making; Simulation; Marketing Strategy; Customer Focus and Relationships; Analytics and Data Science; Segmentation
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      Ascarza, Eva, and Noah Ahmadi. "Travelogo: Customer Segmentation." Harvard Business School Simulation 525-706, June 2025.
      • June 2025
      • Case

      (Family) Size Matters: Nico Oprée and the Decreasing Power of Family Unity over Time

      By: Lauren Cohen, Octavian Graf Pilati, Dominik V. Eynern and Sophia Pan
      Nico Oprée, a fourth-generation (G4) member of his family’s heavy manufacturing business, found himself reflecting on how the firm would navigate a deepening shareholder conflict. While the second generation (G2) had managed the business in harmony, dynamics shifted... View Details
      Keywords: Family Functioning And Support; Family Business; Family and Family Relationships; Family Ownership; Mergers and Acquisitions; Corporate Governance; Resignation and Termination; Leadership Style; Management Succession; Size; Negotiation Offer; Private Ownership; Business and Shareholder Relations; Trust; Conflict of Interests; Conflict Management; Business Exit or Shutdown; Selection and Staffing; Manufacturing Industry; Germany
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      Cohen, Lauren, Octavian Graf Pilati, Dominik V. Eynern, and Sophia Pan. "(Family) Size Matters: Nico Oprée and the Decreasing Power of Family Unity over Time." Harvard Business School Case 225-094, June 2025.
      • June 2025
      • Teaching Note

      The Miccosukee Tribe and the Battle to Save the Everglades (B): The Art of Coalition Building

      By: Rosabeth Moss Kanter and Jacob A. Small
      Teaching Note for HBS Case No. 325-132. Curtis Osceola, Chief of Staff to the Chairman of the Miccosukee Tribe of Indians of Florida, exercised leadership to mobilize allies, deal with opposition, and forge internal and external multi-sector coalitions to help preserve... View Details
      Keywords: Communication Strategy; Environmental Sustainability; Leadership; Projects; Alliances; Natural Environment; Power and Influence; Florida; Everglades National Park
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      Kanter, Rosabeth Moss, and Jacob A. Small. "The Miccosukee Tribe and the Battle to Save the Everglades (B): The Art of Coalition Building." Harvard Business School Teaching Note 325-139, June 2025.
      • June 2025
      • Case

      TagHive: Edtech Pricing and Distributor Decisions

      By: Isamar Troncoso, Frank V. Cespedes and Stacy Straaberg
      Education technology (edtech) company TagHive, founded in 2017, used a direct sales team and third-party distributors to sell its Class Saathi hardware and software solution to 300 clients, mainly primary and secondary schools in India. The product aimed to improve... View Details
      Keywords: Business Model; Marketing Channels; Marketing Strategy; Product Marketing; Social Marketing; Information Infrastructure; Information Technology; Internet and the Web; Mobile and Wireless Technology; Technology Adoption; Education; Teaching; Price; Customer Relationship Management; Customer Satisfaction; Growth and Development; Technological Innovation; Education Industry; Technology Industry; India; South Korea
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      Troncoso, Isamar, Frank V. Cespedes, and Stacy Straaberg. "TagHive: Edtech Pricing and Distributor Decisions." Harvard Business School Case 525-001, June 2025.
      • June 2025
      • Case

      Larry Culp at General Electric: Rebuilding an American Icon

      By: Nitin Nohria, Kayti Stanley, Ashka Stephen and Drew Goydan
      As he takes over as CEO of the iconic industrial giant General Electric, Larry Culp faces a range of urgent issues as the company is delisted from the DJIA and is seen by many as heading towards bankruptcy. Culp steers GE through a series of carefully thought-out moves... View Details
      Keywords: Leadership; Restructuring; Financial Management; Organizational Change and Adaptation; Organizational Culture; Performance Improvement; Business and Shareholder Relations; Perception; Corporate Strategy; Value; Health Industry; Aerospace Industry; Industrial Products Industry; Financial Services Industry; North America; Europe
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      Nohria, Nitin, Kayti Stanley, Ashka Stephen, and Drew Goydan. "Larry Culp at General Electric: Rebuilding an American Icon." Harvard Business School Case 925-304, June 2025.
      • June 2025
      • Supplement

      The Miccosukee Tribe and the Battle to Save the Everglades (B): The Art of Coalition Building

      By: Rosabeth Moss Kanter and Jacob A. Small
      Supplement to the (A) case, 324-002 Curtis Osceola, Chief of Staff to the Chairman of the Miccosukee Tribe of Indians of Florida, exercised leadership to mobilize allies, deal with opposition, and forge internal and external multi-sector coalitions to help preserve the... View Details
      Keywords: Communication Strategy; Environmental Sustainability; Leadership; Projects; Alliances; Natural Environment; Power and Influence; Florida; Everglades National Park
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      Kanter, Rosabeth Moss, and Jacob A. Small. "The Miccosukee Tribe and the Battle to Save the Everglades (B): The Art of Coalition Building." Harvard Business School Supplement 325-132, June 2025.
      • June 4, 2025
      • Editorial

      Employee Stress Is a Business Risk—Not an HR Problem

      By: Marion Chomse, Lydia Roos, Reeva Misra and Ashley Whillans
      Workplace stress, on the rise for decades, has been treated by many organizations as a personal issue instead of a business-critical risk that merits executive oversight. This is likely due in part to the fact that companies have not effectively quantified and tracked... View Details
      Keywords: Employees; Well-being; Risk Management; Competitive Advantage
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      Chomse, Marion, Lydia Roos, Reeva Misra, and Ashley Whillans. "Employee Stress Is a Business Risk—Not an HR Problem." Harvard Business Review (website) (June 4, 2025).
      • June 2025
      • Article

      Outcome and Process Frames: Strategic Renewal and Capability Reprioritization at the Federal Bureau of Investigation

      By: Ryan Raffaelli, Tiona Zuzul, Ranjay Gulati and Jan Rivkin
      [Research Summary]: Framing is critical for leaders who must build support for strategic renewal. While research has concentrated on renewal that replaces one set of capabilities with another, we explore a distinctive challenge: how leaders persuade stakeholders to... View Details
      Keywords: Framing; Stakeholder Management; Capabilities; Transformation; Leading Change; Crisis Management; Resource Allocation; Government and Politics; Business and Stakeholder Relations; Public Administration Industry
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      Raffaelli, Ryan, Tiona Zuzul, Ranjay Gulati, and Jan Rivkin. "Outcome and Process Frames: Strategic Renewal and Capability Reprioritization at the Federal Bureau of Investigation." Strategic Management Journal 46, no. 6 (June 2025): 1325–1362. (Lead article.)
      • May–June 2025
      • Article

      Algorithmic Assortment Curation: An Empirical Study of Buybox in Online Marketplaces

      By: Santiago Gallino, Nil Karacaoglu and Antonio Moreno
      Most online sales worldwide take place in marketplaces that connect sellers and buyers. The presence of numerous third-party sellers leads to a proliferation of listings for each product, making it difficult for customers to choose between the available options. Online... View Details
      Keywords: Algorithms; Marketplaces; Marketplace Matching; E-commerce; Demand and Consumers; Customer Focus and Relationships; Market Participation; Technology Adoption
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      Gallino, Santiago, Nil Karacaoglu, and Antonio Moreno. "Algorithmic Assortment Curation: An Empirical Study of Buybox in Online Marketplaces." Manufacturing & Service Operations Management 27, no. 3 (May–June 2025): 917–934.
      • June 2025
      • Case

      Vail Resorts: Responding to Activist Pressure (A)

      By: Benjamin C. Esty and Edward A. Meyer
      On January 27, 2025, the head of a relatively small hedge fund named Late Apex Partners sent a highly critical letter to the board of directors of Vail Resorts, the world’s largest ski resort operator. In his letter, and the 88-slide presentation that accompanied his... View Details
      Keywords: Corporate Finance; Capital Budgeting; Corporate Governance; Competitive Advantage; Competitive Strategy; Leading Change; Valuation; Investment Activism; Climate Change; Management Succession; Financial Management; Risk Management; Business and Shareholder Relations; Sports Industry; Entertainment and Recreation Industry; Travel Industry; United States; Australia; Canada
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      Esty, Benjamin C., and Edward A. Meyer. "Vail Resorts: Responding to Activist Pressure (A)." Harvard Business School Case 225-082, June 2025.
      • 2025
      • Working Paper

      An Empirical Examination of Business Climate Alliances: Effective and/or Harmful?

      By: Matteo Gasparini and Peter Tufano
      This research studies business alliances that seek to address climate change, offering empirical evidence to address claims advanced by alliance supporters and critics. We study eleven major alliances mostly focused on financial services firms and 424 major... View Details
      Keywords: Antitrust; Climate Change; Financial Institutions; Competition; Network Effects; Alliances
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      Gasparini, Matteo, and Peter Tufano. "An Empirical Examination of Business Climate Alliances: Effective and/or Harmful?" Harvard Business School Working Paper, No. 25-060, May 2025.
      • 2025
      • Working Paper

      Trade Within Multinational Boundaries

      By: Laura Alfaro, Paola Conconi, Fariha Kamal and Zachary Kroff
      We leverage newly linked data from the U.S. Census Bureau and the U.S. Bureau of Economic Analysis to study transactions within U.S. multinational enterprises (MNEs). We show that using administrative data on intrafirm trade allows us to correct for measurement error... View Details
      Keywords: Multinational Enterprise; Input-output Linkages; Multinational Firms and Management; Trade; Supply Chain
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      Alfaro, Laura, Paola Conconi, Fariha Kamal, and Zachary Kroff. "Trade Within Multinational Boundaries." Harvard Business School Working Paper, No. 25-058, May 2025.
      • May 2025
      • Case

      stc Group: DARE to Transform

      By: Sunil Gupta and Sadika El Hariri
      Established as a government-owned entity in 1998, stc Group was the sole telecommunications operator in the Kingdom of Saudi Arabia (KSA). Soon after it was privatized in 2003, regional players started entering the Saudi market. To deal with the competition and to... View Details
      Keywords: Expansion; Diversification; Digital Transformation; Customer Focus and Relationships; Telecommunications Industry; Saudi Arabia
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      Gupta, Sunil, and Sadika El Hariri. "stc Group: DARE to Transform." Harvard Business School Case 525-013, May 2025.
      • May 2025
      • Background Note

      Skills-First Talent Management: The Importance of Managers

      By: Boris Groysberg, Nicole Zelazko, Tom Quinn, Robin Abrahams, Izzy Yeoh and Colleen Ammerman
      This note supplements a 2025 series on skills-first talent management in organizations, comprising “Skills-First Talent Management: Hiring” (HBS No. 425-019), “Skills-First Talent Management: Onboarding, Development, and Performance Management” (HBS No. 425-020), and... View Details
      Keywords: Talent and Talent Management; Experience and Expertise; Job Design and Levels; Employment; Human Capital; Management Practices and Processes; Employee Relationship Management; Retention; Personal Development and Career; United States
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      Groysberg, Boris, Nicole Zelazko, Tom Quinn, Robin Abrahams, Izzy Yeoh, and Colleen Ammerman. "Skills-First Talent Management: The Importance of Managers." Harvard Business School Background Note 425-081, May 2025.
      • May 2025
      • Case

      Wilburn Medical USA

      By: David Ager, Lynda M. Applegate and James Barnett
      In September 2024, Emily Wilburn Andrews, CEO of Wilburn Medical USA, is five years into her tenure leading the medical equipment supply company since taking over for her father, the company’s founder. She considers approaches to grow the company while maintaining the... View Details
      Keywords: Small Business; Change Management; Decision Making; Values and Beliefs; Health; Medical Specialties; Leadership; Mission and Purpose; Family Business; Health Industry; Medical Devices and Supplies Industry; United States
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      Ager, David, Lynda M. Applegate, and James Barnett. "Wilburn Medical USA." Harvard Business School Case 825-039, May 2025.
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