Das Narayandas - Publications - Faculty & Research - Harvard Business School

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Forthcoming
Article

Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

By: Shunyuan Zhang and Das Narayandas

We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details

Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency

January 2009
Teaching Note

Biocon: Launching a New Cancer Drug in India (TN)

By: Sunil Gupta and Das Narayandas

Teaching Note for [508026]. View Details

Keywords: Product Launch; Market Timing; Price; Distribution Channels; Marketing Strategy; Health Care and Treatment; Biotechnology Industry; Pharmaceutical Industry; India

September 2008 (Revised February 2009)
Case

BMW's Project Switch (A): Importers vs. National Sales Companies

By: Das Narayandas and Kerry Herman

BMW is faced with potential channel conflicts across several EU country markets. The case highlights BMW's approach to redesigning its channel in Greece. The case provides details on both headquarter and country head perspective on BMW's channel strategy. View Details

Keywords: Marketing Strategy; Distribution Channels; Conflict and Resolution; Auto Industry; European Union; Greece

August 2007 (Revised November 2008)
Case

Biocon: Launching a New Cancer Drug in India

By: Sunil Gupta and Das Narayandas

Kiran Majumdar-Shaw, the CEO of Biocon has to make product launch timing, pricing, channel, and communications mix decisions relating to the launch of BioMAb, a new cancer drug in India. View Details

Keywords: Price; Health Care and Treatment; Marketing Strategy; Product Launch; Planning; Biotechnology Industry; Pharmaceutical Industry; India

November 2005
Background Note

Comparing HBSMBAs with Top Hunter and Farmer Sales Reps

By: Das Narayandas and Harold Weinstein

Supports the sales module in the first-year MBA Marketing course. View Details

Keywords: Sales

2006
Chapter

Linking Customer Management Efforts to Growth and Profitability

By: Das Narayandas and Douglas Bowman

Keywords: Customer Relationship Management; Profit; Business Growth and Maturation

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August 1997
Case

Industry.Net (D)

By: Das Narayandas and Christine Steinman

Keywords: Web Services Industry

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August 1997
Case

Industry.Net (C)

By: Das Narayandas and Christine Steinman

Keywords: Web Services Industry

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November 2004
Article

Linking Customer Management Effort to Customer Profitability in Industrial Markets

By: Douglas Bowman and Das Narayandas

Keywords: Customers; Management; Profit; Markets

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July 2019
Case

LaCroix Sparkling Water (Abridged)

By: Tomomichi Amano, Das Narayandas and Kerry Herman

Launched in 1981 as an “all occasion” sparkling water brand, LaCroix Sparkling Water has had a number of ups and downs as a brand. After being purchased by National Beverage in 1996, the brand was repositioned as a new, colorful, fun alternative to the other sparkling... View Details

Keywords: Brands and Branding; Organizational Change and Adaptation; Industry Structures; Food and Beverage 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

June 2024
Case

Driving Transformation: Jeff Jones at H&R Block

By: Nitin Nohria, Das Narayandas and Kayti Stanley

August 2015
Case

Kjell & Company: Electronics Accessories Retail in the Nordics

By: Krishna Palepu, Das Narayandas and Kerry Herman

Swedish electronics accessories retailer Kjell is considering several issues as it plots its next stage of growth. How should it balance opportunities to expand retail stores into a new market (Oslo, Norway) with additional growth in its home market—Sweden—with... View Details

Keywords: Consumer Electronics Accessories; Online Channel; Omni-channel; Private Equity; Retail; Salesforce Management; Performance Management; Marketing; Sales; Strategy; Scandinavia; Sweden; Norway

13 Feb 2017
News

HBS Launches Executive Program In India

March 2022 (Revised March 2024)
Supplement

Hometown Foods Spreadsheet Supplement for Students

By: Julian De Freitas, Jeremy Yang and Das Narayandas

December 2016
Supplement

Ron Johnson: A Career in Retail

By: Ryan Raffaelli, Joshua D. Margolis and Das Narayandas

This is a video supplement, to be used when teaching the Ron Johnson case. See abstract:

In April 2013, Ron Johnson (HBS '84) stepped down after just 18 months as CEO of J.C. Penney. In his brief tenure, Johnson, an acclaimed retailer respected for his... View Details

Keywords: Leadership; Leadership Development; Legal Industry; Procurement; Professional Service Firms; Pricing; Competition; Organizational Behavior; Change Management; Innovation Leadership; Situation or Environment; Failure; Management Teams; Brands and Branding; Retail Industry; United States

September 2005 (Revised February 2007)
Supplement

Angels and Devils: Best Buy's New Customer Approach (B)

By: Anita Elberse, John T. Gourville and Das Narayandas

Keywords: Customer Relationship Management; Electronics Industry; Retail Industry

May 2013 (Revised May 2014)
Case

Innovation at the Boston Consulting Group

By: Robert G. Eccles, Das Narayandas and Penelope Rossano

This case is about how the Boston Consulting Group has approached innovation from its founding to the present day. It discusses the role of the firm's talent market and client market in developing these innovations. View Details

Keywords: Innovation; Strategy Consulting; Professional Service Firm; Knowledge Management; Client Management; Product Development; Leadership; Customer Focus and Relationships; Customer Value and Value Chain; Independent Innovation and Invention; Innovation and Management; Innovation Leadership; Innovation Strategy; Value Creation; Consulting Industry

February 2009 (Revised February 2012)
Case

Exeter Group, Inc. (A)

By: Robert G. Eccles, Das Narayandas and Kerry Herman

Jonathan Kutchins and Mark Cullen, managing partners of IT consulting firm Exeter Group, Inc., are considering four potential client engagements. Three of them involve prominent universities, an area of market strength for the firm, and one involves a top-tier strategy... View Details

Keywords: Decision Choices and Conditions; Resource Allocation; Market Entry and Exit; Service Operations; Performance Capacity; Business Strategy; Information Technology; Consulting Industry

September 2010
Case

NetApp

By: Das Narayandas and Elizabeth A. Kind

NetApp had undertaken an award-winning overhaul and upgrading of its channel strategy design that accounted for 46 percent of North America sales in 2006. Nonetheless, NetApp senior management announced they expected to grow revenue another 30% in fiscal 2007 with half... View Details

Keywords: Advertising; Business Model; Design; Revenue; Planning; Problems and Challenges; Sales; Manufacturing Industry; Computer Industry; Information Technology Industry

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