Filter Results:
(4,254)
Show Results For
- All HBS Web
(4,254)
- People (13)
- News (898)
- Research (2,508)
- Events (13)
- Multimedia (6)
- Faculty Publications (1,444)
Show Results For
- All HBS Web
(4,254)
- People (13)
- News (898)
- Research (2,508)
- Events (13)
- Multimedia (6)
- Faculty Publications (1,444)
- 01 Dec 2007
- News
How Business Schools Lost Their Way
of society. Donham now declared that in institutions (such as his own) that called themselves schools of “business administration,” too much emphasis had been placed on the first of these two words and too little on the second. Admin-istration, he said, required View Details
- June 16, 2020
- Article
Your Customers Have Changed. Here's How to Engage Them Again.
By: Rohit Deshpandé, Ofer Mintz and Imran S. Currim
The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues. View Details
Deshpandé, Rohit, Ofer Mintz, and Imran S. Currim. "Your Customers Have Changed. Here's How to Engage Them Again." Harvard Business School Working Knowledge (June 16, 2020).
- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- May 2002 (Revised May 2002)
- Case
Tim Blanchard at Jones Mendel & Co.
By: John J. Gabarro
Tim Blanchard struggles to balance all the demands facing him as a partner of a consulting firm. He must decide how to serve clients, mentor his people, provide strategy and direction to the high-tech group, and spend time with family. A rewritten version of an earlier... View Details
Keywords: Customer Focus and Relationships; Managerial Roles; Work-Life Balance; Consulting Industry
Gabarro, John J. "Tim Blanchard at Jones Mendel & Co." Harvard Business School Case 402-052, May 2002. (Revised May 2002.)
- September 2005 (Revised February 2007)
- Supplement
Angels and Devils: Best Buy's New Customer Approach (B)
Elberse, Anita, John T. Gourville, and Das Narayandas. "Angels and Devils: Best Buy's New Customer Approach (B)." Harvard Business School Supplement 506-008, September 2005. (Revised February 2007.)
- June 1987 (Revised May 1992)
- Case
Carolina Power & Light Co.: Customer and Operating Services Group
Cespedes, Frank V. "Carolina Power & Light Co.: Customer and Operating Services Group." Harvard Business School Case 587-179, June 1987. (Revised May 1992.)
- 06 Feb 2023
- Blog Post
Meet the Black Investment Club
aerospace industry where she led highly technical teams at The Boeing Company developing disruptive technologies to usher in the future of mobility and responsible innovation. The major focus of her work was on space exploration, product... View Details
- Profile
Nathalie du Preez
management role. I chose Colgate for its global focus (less than 20% of its revenues come from the U.S.), its strong presence in emerging markets, its fundamental brand View Details
Keywords: Consumer Products
- Career Coach
Scott Renner
Scott (Wharton ’94) is an Associate Director in HBS Career Professional Development, where he manages the MBA and Alumni Career Coaching program, and serves as Sector Manager for General... View Details
- 01 Mar 2008
- News
Where Are They Now?
upon educating leaders who would have a positive impact on the world. The article remains a classic and has since been republished several times. Zaleznik’s take on the subject of leadership was informed by his training and certification as a psycho-analyst, something... View Details
Keywords: Margie Kelley; retirement; leisure; writing; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training
- 19 Feb 2008
- News
The Scoop Behind the Silver Screen
the additional risk and legwork involved in making an independent film can pay off in creative control over the final product—even after a studio accepts a film for marketing and distribution, executives can’t demand that the ending a film be changed at a View Details
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and... View Details
- 01 Dec 2015
- News
Case Study: Bionic Banking
result in higher consumer costs and less agility. Alpha Architect’s focus on staying lean and minimizing distribution allows it to serve an account at almost any level, no longer needing to manage $1 million... View Details
- 26 Sep 2018
- News
Getting Life Back in Balance
which he started in April 2016, puts his business experience to work, managing everything from roads and cemeteries to libraries and sewerage systems. Within the organization, Gower has focused on increasing workforce morale and fostering... View Details
- March 2024
- Supplement
Madrigal: Conducting a Customer-Base Audit
By: Eva Ascarza, Bruce Hardie, Peter S. Fader and Michael Ross
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
- 10 Nov 2008
- What Do You Think?
How Much Can You Ask of Your Customers?
encouraging, how and when we set overall rules for encouraging (volunteerism) and how we plan to assess, monitor, and manage need to (be) addressed." Alden Cushman added: "how information is collected, put into context,... View Details
Keywords: by Jim Heskett
- September 1995 (Revised October 1995)
- Case
Loblaw Companies Limited: Differentiation in the 90s and Beyond
By: Ray A. Goldberg, Thomas N. Urban Jr and Jane L. Wertz
Loblaw wants to develop long-term relationships with its customers and is testing a variety of strategies to do this. View Details
Keywords: Customer Relationship Management; Decision Choices and Conditions; Business or Company Management; Marketing Strategy
Goldberg, Ray A., Thomas N. Urban Jr, and Jane L. Wertz. "Loblaw Companies Limited: Differentiation in the 90s and Beyond." Harvard Business School Case 596-030, September 1995. (Revised October 1995.)
- 04 May 2020
- Research & Ideas
Predictions, Prophets, and Restarting Your Business
and recovering from a crisis, increasing close rates, the efficiency of a sales model, and its segment focus are strategic issues, not only sales management tasks. Consider: when commerce resumes, what’s the... View Details
Keywords: by Frank V. Cespedes
- 16 Jul 2024
- Op-Ed
Corporate Boards Are Failing in Their No. 1 Duty
important responsibility—hiring the appropriate leader for the job: Companies are not grooming successors within the company. Many boards focus primarily on emergency succession in case something happens to the CEO, rather than keeping... View Details
Keywords: by Bill George
- 01 Dec 2013
- News
Faculty Books
how organizations can create moral behavior using unspoken cues. Why Unqualified Candidates Get Hired Anyway Why do businesses evaluate candidates solely on past job performance, ignoring the job's difficulty? Why do university admissions officers View Details