Publications

23 Mar 2020
News

Signal Boost

that women and children would be hurt in traffic by exiting from the left side. Lara, then a manager of product strategy for Chrysler and the mother of an infant daughter, spoke up. “First of all, we park in parking lots, not traffic.... View Details

September 2020 (Revised July 2022)
Supplement

Spreadsheet Supplement to "Artea: Designing Targeting Strategies"

By: Eva Ascarza and Ayelet Israeli

Spreadsheet Supplement to "Artea: Designing Targeting Strategies" (521-021). View Details

Keywords: Race; Gender; Marketing; Diversity; Customer Relationship Management; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States

01 Jul 2019
Research & Ideas

The Airbnb Lesson for Startups? Success Takes More Than Technology

money by becoming the supermarket for all your travel needs. That has not been the case in the travel industry. Kost: Why is that? Teixeira: Hotels focus on customers from the time they enter their doors to when they leave. Airlines View Details

Keywords: by Danielle Kost; Travel; Tourism

01 Dec 2001
News

Faculty News

Nancy F. Koehn, a member of the Entrepreneurial and Service Management unit and an authority on business history, has been named a full professor. Honored in 1998 by the HBS Student Association for her classroom excellence, Koehn... View Details

Keywords: reunions; Colleges, Universities, and Professional Schools; Educational Services

April 2007 (Revised November 2007)
Case

Bankinter: Growing Through Small and Medium Enterprises

Surveys the overall sequence of processes needed for the success of a strategy based on customer analytics. In particular, it charts the formulation and implementation of this strategy by a Spanish bank that decided to expand into the Small and Medium Enterprises (SME)... View Details

Keywords: Customer Relationship Management; Data and Data Sets; Knowledge Acquisition; Growth and Development Strategy; Organizational Change and Adaptation; Organizational Culture; Segmentation; Banking Industry; Spain

24 Mar 2020
Research & Ideas

These Coronavirus Heroes Show Us How Crisis Leadership Works

tests. Now both companies are going all out on testing. Dr. Gianrico Farrugia, CEO of Mayo Clinic, was faced with the painful decision to shut down all elective surgery in order to focus treating COVID-19 patients and other emergency... View Details

Keywords: by Bill George; Health

September 2020 (Revised July 2022)
Supplement

Spreadsheet Supplement to Artea (B) and (C)

By: Eva Ascarza and Ayelet Israeli

Spreadsheet Supplement to "Artea (B): Including Customer-level Demographic Data" and "Artea (C): Potential Discrimination through Algorithmic Targeting" View Details

Keywords: Gender; Race; Diversity; Marketing; Customer Relationship Management; Demographics; Prejudice and Bias; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States

September 2004 (Revised January 2005)
Case

IBM: Ordering Midrange Computers in Europe

IBM Europe is trying to expand business-to-business (B2B) efforts with its large distributors of midrange systems. These efforts aim to automate many transactions and business processes, removing the need for human involvement. IBM has completed an initial project with... View Details

Keywords: Customer Relationship Management; Information Technology; Information Infrastructure; Marketing Channels; Distribution Channels; Information Technology Industry; Computer Industry; Germany; United States

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

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

November 2009 (Revised March 2013)
Case

PureCircle

By: David E. Bell and Aldo Sesia

In December 2008, the U.S. Food and Drug Administration (FDA) determined that high-purity Rebaudioside A (Reb A), a natural and calorie-free product that a young company named PureCircle manufactured from the Stevia plant, could be used in beverages, foods, and as a... View Details

Keywords: Customer Relationship Management; Investment; Globalization; Leadership; Risk Management; Product Launch; Production; Performance Productivity; Business and Shareholder Relations; Food and Beverage Industry; United States

01 Sep 2006
News

Light Years Ahead

investment. In addition, he worked half-time with a Boston-based management consulting firm on the strategy problems of several important corporate clients. He soon decided to focus his full attention on... View Details

Keywords: Roger Thompson; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training

01 Mar 2018
News

Case Study: On the Record

sell 100 vinyl records a month or have their songs stream on Spotify 1.5 million times,” says Kelleher, who led music app partnerships at Google Play before founding Austin-based record manufacturer Gold Rush Vinyl. The company grew out of a need Kelleher saw in her... View Details

Keywords: April White

05 Jun 2014
Research & Ideas

Fixing the ‘I Hate Work’ Blues

highly bureaucratic, multilayered organizations that companies are using to execute their plans. There is so much pressure to realize short-term results that middle managers are consumed by making this month's numbers rather than building... View Details

Keywords: by Bill George

03 Aug 2016
What Do You Think?

How Can We Hold the “Leadership Industry” Accountable?

do all they can to uplift the performance of others, the focus changes and the behaviours improve. This is a collective responsibility. Leadership is a position you collectively occupy on the excellence ladder, not a person or a role “... View Details

Keywords: by James Heskett; Education

January 1998
Case

Frontgate Catalog

By: Jeffrey F. Rayport

Frontgate is a high-end, Lebanon, Ohio-based catalog business. The decision makers are trying to determine how much financial and personnel resources to invest in the development of a Web site. The decision is being made in light of branding issues and competitor's Web... View Details

Keywords: Customer Relationship Management; Competition; Internet and the Web; Brands and Branding; Retail Industry; Ohio

Find at Harvard

01 Oct 2001
News

New Economy Notables: Thomas S. Volpe

was a year ago. Think about what you love and what's going to be important ten years from now. Key elements in evaluating a business proposal I've always been a big "bet the jockey, not the horse" guy. Management and quality of people are... View Details

Keywords: Young, Susan; Finance

March 2024
Teaching Note

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Peter S. Fader, Bruce Hardie and Michael Ross

Teaching Note for HBS Case No. 524-046. 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... View Details

Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States