Customer Relations - Publications - Faculty & Research

November 2024
Case

Ather Energy: The Future of Mobility

By: Shunyuan Zhang, Kannan Srinivasan and Malini Sen

Ather Energy, India’s third-largest electric scooter maker by volume, was founded in 2013. Five years later, the start-up launched its first electric scooter, Ather 450, which was powered by artificial intelligence (AI) and the Internet of Things (IoT), to navigate... View Details

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29 Jul 2009
Working Paper Summaries

Firsthand Experience and the Subsequent Role of Reflected Knowledge in Cultivating Trust in Global Collaboration

Keywords: by Mark Mortensen & Tsedal Neeley

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

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21 Apr 2015
First Look

First Look: April 21

Campaign and the Upside of CEO Activism By: Chatterji, Aaron, and Michael Toffel Abstract—When Starbucks CEO Howard Schultz asked his baristas to engage customers in a discussion about race in America, it was a clear case of the growing... View Details

Keywords: Carmen Nobel & Sean Silverthorne

08 Jan 2008
First Look

First Look: January 8, 2008

Abstract We study the correlation between a belief concerning individualism and a measure of luck in the US during the period 1983-2004. The measure of beliefs is the answer to a question related to whether the poor should be helped by... View Details

Keywords: Martha Lagace

05 Apr 2016
First Look

April 5, 2016

technology diffusion lies not only in explaining the number of different users, but also in explaining the number of different uses. Download working paper: https://www.hbs.edu/faculty/Pages/item.aspx?num=49447 Preparing the Self for Team Entry: How View Details

Keywords: Sean Silverthlorne

April 2024
Teaching Note

'The Wheels on the Bus' Go Electric: Highland Electric Fleets and Partners

By: Rosabeth Moss Kanter and Jacob A. Small

Teaching Note for HBS Case No. 324-107. Founder Duncan McIntyre developed an innovative service-based business to electrify transportation fleets for school districts and scale through public-private partnerships while contributing to climate change solutions. The case... View Details

Keywords: Climate Change; Leadership; Growth Management; Supply Chain; Business and Stakeholder Relations; Innovation Leadership; Transportation Industry; United States; Canada

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March 2024 (Revised April 2024)
Case

“The Wheels on the Bus” Go Electric: Highland Electric Fleets and Partners

By: Rosabeth M. Kanter and Jacob A. Small

Founder Duncan McIntyre developed an innovative service-based business to electrify transportation fleets for school districts and scale through public-private partnerships while contributing to climate change solutions. The case covers the rationale for electric... View Details

Keywords: Climate Change; Leadership; Growth Management; Supply Chain; Business and Stakeholder Relations; Innovation Leadership; Transportation Industry; United States; Canada

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Program

Strategic Marketing for Driving Growth

and execute an integrated marketing strategy that blends time-tested paradigms with recent innovations, aligns your business with customer needs, and differentiates your offerings from the competition. Whatever your industry, you will... View Details

19 Dec 2006
First Look

First Look: December 19, 2006

demand. Download working paper: http://www.nber.org/papers/w12756 The Value of a 'Free' Customer Authors:Sunil Gupta, Carl F. Mela, and Jose M. Vidal-Sanz Abstract Central to a firm's growth and marketing policy is the revenue and profit... View Details

Keywords: Sean Silverthorne

14 Aug 2018
First Look

First Look at New Research and Ideas, August 14, 2018

and time), across cultures with differing tolerance for ambiguity in relationships (the United States, Switzerland, Germany, and Austria), and is distinct from related constructs such as generosity, conscientiousness, fastidious, and... View Details

Keywords: by Sean Silverthorne

January 2015 (Revised July 2019)
Case

CVS Health: Promoting Drug Adherence

By: Leslie John, John Quelch and Robert Huckman

Email mking@hbs.edu for a courtesy copy.

The case describes a program that CVS Health recently implemented to improve medication adherence, an important problem from a societal, public policy, and firm... View Details

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Program

Private Equity and Venture Capital

a deal. By examining critical issues related to industry infrastructure, portfolio management, and negotiation strategies, you will be well equipped to overcome emerging investment challenges, find new paths to growth, and increase... View Details

Keywords: Finance; Finance

22 Jul 2008
First Look

First Look: July 22, 2008

but we observe that conventional measures of the experience of individual team members (e.g., years at the firm) are not consistently related to performance. We do find, however, that the role experience of individuals in a team (i.e.,... View Details

Keywords: Martha Lagace

20 Jan 2015
First Look

First Look: January 20

but that some children fail to follow that norm in the actual game. The gap between norm and behavior was correlated with self-regulation skills on a parent-report individual differences measure. Specifically, we show that failure to follow the norm is significantly... View Details

Keywords: Sean Silverthorne

Web

Resumes & Cover Letters - Alumni

in a straight chronological manner, but also make it immediately clear you have filled a variety of roles that use different but related skill sets. This is useful to provide a few accomplishments in the beginning to show a theme. Each... View Details

17 Jul 2023
Research & Ideas

Money Isn’t Everything: The Dos and Don’ts of Motivating Employees

says Hall, paraphrasing Albert Einstein. It’s hard to do, but Hall advises building into any incentive plan values like teamwork or culture or customer relations that are difficult to measure. This can be... View Details

Keywords: by Avery Forman

22 Nov 2016
First Look

November 22, 2016

crowds can be expected to provide wisdom and show, theoretically and empirically, that their efficacy is related to crowd sophistication and task complexity. Consistent with this framework, we find that a "crowd-of-crowds" approach, which... View Details

Keywords: Sean Silverthorne

17 Feb 2020
Sharpening Your Skills

How Entrepreneurs Can Find the Right Problem to Solve

are so biased it’s hard to trust the results. Further, entrepreneurs may have a good hunch there’s a job to be done that needs improving or replacing, but they can’t describe where in the customer journey they can truly make an impact.... View Details

Keywords: by Julia Austin

August 1999 (Revised January 2002)
Case

Brita Products Company, The

By: John A. Deighton

Clorox's Brita skillfully exploits a tide of water safety concerns, growing a home water (filtration) business from inception to a 15% U.S. household penetration in ten years. The dilemma in the case arises as the period of increasing returns seems to be drawing to a... View Details