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  • All HBS Web  (10,350)
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  • January 1997
  • Background Note

Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance

By: Benson P. Shapiro
Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
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Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.

    Steven C. Wheelwright

    Steve Wheelwright is the Edsel Bryant Ford Professor of Business Administration, Emeritus at Harvard Business School.

    Following his retirement from HBS in 2006, he served with former Dean Kim B. Clark at BYU-Idaho and then from 2007-2015 he served as... View Details

    • December 2019 (Revised December 2022)
    • Case

    TXU (A): Powering the Largest Leveraged Buyout in History

    By: Trevor Fetter, Erik Snowberg and Rebecca M. Henderson
    This case is designed to support a lively discussion about the relative merits of shareholder vs. stakeholder perspectives in the context of a company that provides a vital public service that has important environmental implications. The 2007 purchase of TXU, the... View Details
    Keywords: Leveraged Buyouts; Transformation; Insolvency and Bankruptcy; Environmental Sustainability; Business and Shareholder Relations; Business and Stakeholder Relations; Energy Generation; Non-Renewable Energy; Governing Rules, Regulations, and Reforms; Utilities Industry; Energy Industry; Texas
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    Fetter, Trevor, Erik Snowberg, and Rebecca M. Henderson. "TXU (A): Powering the Largest Leveraged Buyout in History." Harvard Business School Case 320-064, December 2019. (Revised December 2022.)
    • February 2013 (Revised March 2013)
    • Case

    Agero: Enhancing Capabilities for Customers

    By: Robert Simons and Natalie Kindred

    This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details

    Keywords: Entrepreneurial Management; Entrepreneurial Gap; Entrepreneurship; Auto Industry; Insurance; Performance Management; Performance Measurement; Performance Measures; Performance Pressure; Decisions; Family Business; Resource Allocation; Organizational Design; Customer Focus and Relationships; Performance Evaluation; Growth and Development Strategy; Service Industry
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    Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Case 113-001, February 2013. (Revised March 2013.)
    • 04 Feb 2020
    • Video

    Hubert Danso

    Hubert Danso, Chair of the South Africa-based financial services and media company Africa Investor, explains the appeal of Chinese investment to some African governments and businesses, and his own company's involvement in the Chinese investment scene. View Details
    • Research Summary

    Organizations with Dual Competitive Advantage

    A close examination of several leading US service firms illustrates an unusual competitive phenomenon in that these firms are both cost and service leaders in their industries. My research documents this phenomenon, critically analyzing it in light of strategic and... View Details
    • October 2023 (Revised February 2024)
    • Case

    Loris

    By: Shunyuan Zhang, Das Narayandas, Stacy Straaberg and David Lane
    In December 2022, Loris’s executive team considered their go-to-market strategy. Loris was an artificial intelligence (AI) software startup for the customer service industry with two products on the market: 1) Agent Assist which provided customer service agents (CSAs)... View Details
    Keywords: Decisions; Growth and Development Strategy; Product Launch; Product Positioning; Business Strategy; Competitive Strategy; Business Startups; AI and Machine Learning; Applications and Software; Marketing Strategy; Sales; Technology Industry; United States
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    Zhang, Shunyuan, Das Narayandas, Stacy Straaberg, and David Lane. "Loris." Harvard Business School Case 524-010, October 2023. (Revised February 2024.)
    • 16 Nov 2021
    • Video

    Professors Earl Sasser & Ryan Buell: Foundational

    • February 2000 (Revised March 2001)
    • Case

    Tata Consultancy Services: High Technology in a Low-Income Country

    Explores the development of the software services industry in India and the challenges facing the market leader as domestic competition intensifies and new countries attempt to replicate India's success. View Details
    Keywords: Competition; Software; Information Technology Industry; India
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    Kennedy, Robert E. "Tata Consultancy Services: High Technology in a Low-Income Country." Harvard Business School Case 700-092, February 2000. (Revised March 2001.)
    • 31 Oct 2019
    • Video

    Cem Boyner

    Cem Boyner, President of Boyner Holding, one of the largest retailers in Turkey, discusses innovation around adapting retail services to the needs of local customers in Turkey, including pioneering the concept... View Details
    • 2012
    • Report

    Competing by Saving Lives: How Pharmaceutical and Medical Device Companies Create Shared Value in Global Health

    By: Mark R. Kramer, Kyle Peterson, Matthew Rehrig, Mike Stamp and Samuel Kim
    Examples of how pharmaceutical and medical companies are addressing unmet health needs in low- and middle- income economies, creating shared value by providing products and services that tackle global health problems. View Details
    Keywords: Shared Value; Low- And Middle-income Economies; Health Care and Treatment; Global Range; Pharmaceutical Industry; Medical Devices and Supplies Industry
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    Kramer, Mark R., Kyle Peterson, Matthew Rehrig, Mike Stamp, and Samuel Kim. "Competing by Saving Lives: How Pharmaceutical and Medical Device Companies Create Shared Value in Global Health." Report, FSG, 2012.
    • 21 Jul 2013
    • News

    Smartphone Boom Ending as Price Drop Hits Apple

    • July 2004 (Revised January 2007)
    • Case

    H&R Block and "Everyday Financial Services"

    By: Peter Tufano and Daniel Schneider
    H&R Block, the U.S. market leader in tax preparation services, must decide whether to offer financial services to its low-income clients. H&R Block is facing increased competition from branded and nonbranded tax preparers, and the number of returns prepared by the... View Details
    Keywords: Financial Management; Income; Taxation; Product Development; Financial Services Industry; United States
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    Tufano, Peter, and Daniel Schneider. H&R Block and "Everyday Financial Services". Harvard Business School Case 205-013, July 2004. (Revised January 2007.)
    • November 2021 (Revised December 2022)
    • Case

    Farfetch: Digital Transformation for Luxury Brands

    By: Sunil Gupta, Jill Avery, Elena Corsi and Federica Gabrieli
    Farfetch, a global luxury technology platform and digital marketplace had been surfing the wave of digital transformation in the luxury fashion industry since 2008. While the company’s stock price and market valuation had fluctuated since its IPO in 2018, it had... View Details
    Keywords: Digital Marketing; Marketplaces; Retailing; Internet Marketing; E-Commerce Strategy; Marketing; Marketing Strategy; Marketing Channels; Brands and Branding; Luxury; Growth and Development Strategy; Digital Transformation; E-commerce; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; Web Services Industry; United Kingdom; Europe; Portugal; China
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    Gupta, Sunil, Jill Avery, Elena Corsi, and Federica Gabrieli. "Farfetch: Digital Transformation for Luxury Brands." Harvard Business School Case 522-051, November 2021. (Revised December 2022.)
    • November 2011 (Revised August 2012)
    • Background Note

    Customer Discovery and Validation for Entrepreneurs

    By: Frank V. Cespedes, Thomas Eisenmann and Steven G. Blank
    Provides practical guidelines for conducting market research to explore and validate demand for entrepreneurial offering. Explains how the research objectives of entrepreneurs might differ from those relevant to managers evaluating product or service offerings to... View Details
    Keywords: Customer Value and Value Chain; Entrepreneurship
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    Cespedes, Frank V., Thomas Eisenmann, and Steven G. Blank. "Customer Discovery and Validation for Entrepreneurs." Harvard Business School Background Note 812-097, November 2011. (Revised August 2012.)
    • October 2005
    • Case

    Wipro Technologies: The Factory Model

    Based in Bangalore, Wipro Technologies is a rapidly growing software services company. Wipro is experimenting with a new software service delivery model that draws on the principles of the Toyota production system and "lean" manufacturing. Addresses the advantages and... View Details
    Keywords: Job Cuts and Outsourcing; Service Operations; Applications and Software; Standards; Information Technology Industry; Bangalore
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    Upton, David M., and Virginia Fuller. "Wipro Technologies: The Factory Model." Harvard Business School Case 606-021, October 2005.
    • September 2010
    • Case

    Angie's List

    Angie's List is a paid subscription-based service that gives consumers online access to member-submitted reviews of plumbers, electricians, and other home service providers. Customer and revenue growth are strong, but customer acquisition costs are high and the company... View Details
    Keywords: Internet and the Web; Price; Competitive Advantage; Product Launch; Service Industry; United States
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    Weaver, Ray. "Angie's List." Harvard Business School Case 511-063, September 2010.
    • October 1997 (Revised November 2000)
    • Case

    Transitional Infant Care Specialty Hospital

    Transitional Infant Care Specialty Hospital (TIC) addresses the question of whether and how to maintain strategic focus in an industry that is calling increasingly for integrated service delivery. Despite providing high-quality, cost-effective care relative to... View Details
    Keywords: Leadership; Marketing Strategy; Service Delivery; Health Care and Treatment; Health Industry; Pittsburgh
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    Gittell, Jody H., and Michelle Toth. "Transitional Infant Care Specialty Hospital." Harvard Business School Case 898-070, October 1997. (Revised November 2000.)
    • January 2023
    • Case

    EKI Energy Services: One Billion Carbon Credits

    By: George Serafeim
    Within nine months from the time of its Initial Public Offering (IPO) in April of 2021, EKI Energy Services (EKI) shares had increased by more than 8,000%. Equally explosive was the growth of the company’s revenues and Earnings Before Interest, Taxes and Depreciation... View Details
    Keywords: Carbon Credits; Carbon Emissions; Growth; Business Analysis; Environmental Sustainability; Corporate Valuation; Climate Change; Accounting; Valuation; Transition; Renewable Energy; Analysis; Product Positioning; India
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    Serafeim, George. "EKI Energy Services: One Billion Carbon Credits." Harvard Business School Case 123-060, January 2023.
    • September 2020
    • Case

    Walmart Health: Scaling During a Pandemic

    By: Robert S. Huckman, Yoonjin Min and Marissa Thiel
    Amidst the onset of COVID-19 pandemic in the United States, Marcus Obsborne, Vice President for Health and Wellness Transformation at Walmart was planning to scale its new health care clinic business, Walmart Health, to additional locations in Georgia and beyond.... View Details
    Keywords: Health Care and Treatment; Health Pandemics; Health; Service Delivery; Growth and Development Strategy; Health Industry; United States; Arkansas; Georgia (state, US); Texas
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    Huckman, Robert S., Yoonjin Min, and Marissa Thiel. "Walmart Health: Scaling During a Pandemic." Harvard Business School Case 621-061, September 2020.
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