Publications

June 2021
Case

Acelero Learning

By: Mario Small, Kathleen L. McGinn, Amy Klopfenstein and Katherine Chen

In November 2020, Henry Wilde, co-founder and CEO of Acelero, Inc., must decide whether to change his company’s program model for delivering early childhood education to low-income children. One of the only for-profit Head Start providers in the United States, Acelero... View Details

Keywords: Early Childhood Education; Organizational Change and Adaptation; Growth and Development Strategy; Adoption; Customer Focus and Relationships; Operations; Education Industry; North and Central America; United States

01 Sep 2013
News

Case Study: A Place at the Table

of entering students in the MBA Program were women. Yet, today, only about 8 percent of HBS cases focus on a woman protagonist. "I think we can certainly do better," says Groysberg. "The argument in the 1970s was that we just didn't have... View Details

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

October 2023 (Revised March 2024)
Case

Fantuan

By: Feng Zhu and David Lane

In 2023, CEO Randy Wu was considering the optimal growth strategy for Fantuan, a restaurant food delivery platform that had expanded from its 2014 founding in Vancouver, Canada to serve the Chinese demand for Asian cuisine in urban markets across Australia, Canada, the... View Details

Keywords: Business Startups; Customer Focus and Relationships; Diasporas; Entrepreneurship; Digital Platforms; Growth Management; Business Strategy; Diversification; Expansion; Growth and Development Strategy; Service Industry; Food and Beverage Industry; United States; Canada; United Kingdom; Australia

Student-Faculty-Profile

Michelle Shell & Ryan Buell

Research focus Michelle: Ryan and I are both interested in deeply understanding what happens when customers interact with an organization’s operating system. Insights about customer behavior can influence a company to operate differently... View Details

04 Apr 2005
What Do You Think?

Can an Organization’s “Deep Smarts” Be Preserved?

the phenomenon in large, publicly-listed business organizations. What are the causes? As Simon Griffiths puts it, "While we continue to focus on the short term, we will lose the benefits of working for the long term. Wisdom is only... View Details

Keywords: by James Heskett

Web

Rob Zeaske Archives | Social Enterprise

Impact Measurement Inclusive Finance International Development K-12 Education Leadership Fellows Leadership in Challenging Times MBA Programs Microfinance Non Profit Management Nonprofit Supportive Services Public Sector Public-Private... View Details

November 2019 (Revised January 2020)
Supplement

Taiwan Semiconductor Manufacturing Company Limited: A Global Company's China Strategy (B)

By: William C. Kirby, Billy Chan and Dawn H. Lau

After the legendary founder of Taiwan Semiconductor Manufacturing Company (TSMC) retired, the new chairman had to grapple with fresh challenges related to its China market: a recently opened factory in China had to find ways to reverse its financial loss and meet its... View Details

Keywords: Cross-cultural; Foreign Investment; Government; Business and Government Relations; Globalization; Change Management; Customer Relationship Management; Innovation Strategy; Global Strategy; Leadership; Semiconductor Industry; Taiwan; China

22 Jan 2019

UNC System Schools Webinar

This webinar will focus on all opportunities for current college students at HBS, including the deferred admissions 2+2 Program, Summer Venture in Management Program and Peek Weekend. View Details

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

August 2013 (Revised August 2014)
Case

Catalina In the Digital Age

By: Robert J. Dolan and Uma R. Karmarkar

Catalina in the Digital Age considers how a company with a dominant market position should evolve its established product lines given the rise of novel digital technologies. Since its founding in 1983, Catalina had enjoyed a distinct position in the world of consumer... View Details

Keywords: Big Data; Digital Technologies; Marketing; Customer Relationship Management; Consumer Behavior; Analytics and Data Science

01 Mar 2016
News

The HBS Fund for Leadership and Innovation

A Resource for the Next Big Idea, and More The HBS Fund for Leadership and Innovation is instrumental in bringing innovative projects to life at the School. Recent successful HBS initiatives that are advancing management... View Details

April 2018
Teaching Note

InsideSales.com (A) and (B)

By: Frank Cespedes

Teaching Note for HBS Nos. 817-018 and 817-042. InsideSales.com (ISC) has been successful selling its software to small- and medium-sized businesses (SMB). But for various reasons, the founders see “the next stage of growth” as building a scalable sales and service... View Details

Keywords: Corporate Entrepreneurship; Organizational Change and Adaptation; Organizational Design; Customer Relationship Management; Growth Management; Marketing Strategy; Salesforce Management; Talent and Talent Management; Technology Industry

March 2011
Background Note

Customer Loyalty Schemes in the Retail Sector

By: Jose B. Alvarez and Aldo Sesia

Customer loyalty schemes (or programs) are explicit efforts by retailers to gain long-term patronage from customers. Loyalty schemes are developed for a variety of reasons: to reward loyal customers, to generate more robust information about customer behavior, to... View Details

Keywords: Customer Relationship Management; Consumer Behavior; Business Strategy; Retail Industry; United Kingdom; United States

April 1998 (Revised February 2001)
Case

CBS Evening News

By: Jeffrey F. Rayport

The CBS Evening News looks for options for growth of the franchise. This case discusses CBS's main competitors and their positioning in the evening news market, as well as the history and operations of the CBS Evening News. View Details

Keywords: Customer Relationship Management; Competition; Business Growth and Maturation; Media; Media and Broadcasting Industry; United States

Find at Harvard

February 2003
Teaching Note

Bush Boake Allen (TN)

By: Stefan H. Thomke

Teaching Note for (9-601-061). View Details

Keywords: Integration; Marketing Reference Programs; Disruptive Innovation; Management Teams; Internet and the Web; Business Model; Customer Relationship Management; Management Practices and Processes; Consumer Products Industry

01 Jan 2012
News

Cynthia Carroll, MBA 1989

Appointed Managing Director, Alcan, Limerick, Ireland 2002 Appointed CEO, Alcan Primary Metal Group 2006 Named one of “50 Women to Watch” by WSJ 2007 Appointed Chief Executive, Anglo American 2008 Implements “zero harm” policy to improve... View Details

19 Feb 2008
Research & Ideas

Radical Design, Radical Results

When furniture designer Herman Miller presented a prototype of its sleek, mesh Aeron chair to a consumer focus group, many asked if they could see a finished, upholstered version. Innovative product design can be a risky proposition. Yet... View Details

Keywords: by Julia Hanna; Consumer Products

March 1996 (Revised January 1997)
Case

America Online: Using Information Technology to Better Serve the Customer

By: James I. Cash Jr. and Judy E. Stahl

Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need to be done to support growth and counter competition from Prodigy, Compuserv, and Internet-related services? View Details

Keywords: Customer Focus and Relationships; Management Analysis, Tools, and Techniques; Service Operations; Problems and Challenges; Competitive Strategy; Information Technology; Technology Industry