Filter Results:
(3,892)
Show Results For
- All HBS Web
(3,892)
- People (1)
- News (648)
- Research (2,811)
- Events (7)
- Multimedia (5)
- Faculty Publications (1,741)
Show Results For
- All HBS Web
(3,892)
- People (1)
- News (648)
- Research (2,811)
- Events (7)
- Multimedia (5)
- Faculty Publications (1,741)
- 01 Mar 2007
- News
Courting the Poor
Luiza Helena initiated a reorganization that replaced family members with professional management and launched a campaign to reinforce the company’s mission to serve customers and employees. Despite the... View Details
- 06 Jun 2012
- What Do You Think?
Is Something Wrong with the Way We Work?
created by customers and clients and their increasing expectations that we be available day and night. Even more can be laid at the feet of leadership. But ultimately the primary culprit is us. That's my sense of the comments concerning... View Details
- April 2008
- Teaching Note
Exercise: Customer-Operator Letter Writing (TN)
By: Frances X. Frei
Teaching Note for [608126]. View Details
- March 2010 (Revised November 2014)
- Teaching Note
Pandora Radio: Fire Unprofitable Customers?
By: Willy Shih
Teaching Note for [610077]. View Details
- 01 Sep 2006
- News
Faculty Books
Corporate Information Strategy and Management by Lynda M. Applegate, Robert D. Austin, and F. Warren McFarlan (Irwin/McGraw-Hill) This extensive collection of HBS cases devoted to IT gives an overview of contemporary information systems... View Details
- 07 Nov 2005
- What Do You Think?
Is Less Becoming More?
niches. They report that "nearly 70 percent of managers admit that excessive complexity is raising their costs and hindering their profit growth." In other words, there is a trade-off between innovation and complexity on the one... View Details
- 20 Jul 2022
- News
Wired to be Inspired
Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Professor Ranjay Gulati, whose research looks at how the most resilient companies approach growth and profitability, chaired the Advanced Management Program at HBS for many... View Details
- Person Page
Media
Media
This lists media reports covering my firm dollarDEX Investments or me (or my colleagues), or columns written by me (or my colleagues). There are all... View Details
- November 2006
- Article
CRM Implementation: Effectiveness Issues and Insights
By: Timothy Bohling, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani and Rajan Varadarajan
Bohling, Timothy, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani, and Rajan Varadarajan. "CRM Implementation: Effectiveness Issues and Insights." Journal of Service Research 9, no. 2 (November 2006): 184–194.
- November 1994 (Revised October 2011)
- Background Note
Innovation: A Customer-Driven Approach
By: Marco Iansiti, Thomas J. Kosnik and Ellen Stein
Provides a selection of methodologies for the investigation of user needs, concept development, and product design. View Details
Iansiti, Marco, Thomas J. Kosnik, and Ellen Stein. "Innovation: A Customer-Driven Approach." Harvard Business School Background Note 695-016, November 1994. (Revised October 2011.)
- 04 May 2020
- Research & Ideas
Predictions, Prophets, and Restarting Your Business
brand and strategy. Managers must manage. In an extended disruption, it may even be in your long-term interest to find supply alternatives for a customer. Few quota-carrying salespeople will or can do that. Use data, don’t hoard it... View Details
Keywords: by Frank V. Cespedes
- November 2019
- Article
Procedural Justice and the Risks of Consumer Voting
By: Tami Kim, Leslie John, Todd Rogers and Michael I. Norton
Firms are increasingly giving consumers the vote. Eight studies demonstrate that when firms empower consumers to vote, consumers infer a series of implicit promises—even in the absence of explicit promises. We identify three implicit promises to which consumers react... View Details
Keywords: Consumer Empowerment; Procedural Justice; Promises; Customer Relationship Management; Voting; Perception; Fairness; Risk Management
Kim, Tami, Leslie John, Todd Rogers, and Michael I. Norton. "Procedural Justice and the Risks of Consumer Voting." Management Science 65, no. 11 (November 2019): 5234–5251.
- March 1999 (Revised January 2000)
- Background Note
Interactive Technologies and Relationship Marketing Strategies
By: Youngme E. Moon
Outlines the role of interactive technologies in the development of relationship marketing strategies. View Details
Moon, Youngme E. "Interactive Technologies and Relationship Marketing Strategies." Harvard Business School Background Note 599-101, March 1999. (Revised January 2000.)
- 23 Jul 2008
- Sharpening Your Skills
Sharpening Your Skills: Balanced Scorecard in Action
Sharpening Your Skills dives into the HBS Working Knowledge archives to bring together articles on ways to improve your business skills. Questions To Be Answered How does the Balanced Scorecard (BSC) improve corporate governance? Does View Details
- 01 Mar 2012
- News
Learning to Speak the Language of Business
companies with a commanding presence in their home markets. But to call Mikitani’s company, Rakuten, the Amazon.com of Japan would overlook fundamental differences for customers and merchants alike. “We created a real online marketplace... View Details
- April 2010
- Case
Bill Nichol Negotiates with Walmart: Hard Bargains over Soft Goods (A)
By: James K. Sebenius and Ellen Knebel
CEO Bill Nichol must somehow negotiate a surprise ultimatum from Walmart, his largest customer, about his largest and most profitable product line: “We're dropping it.” Among its hosiery products, the Kentucky Derby Hosiery Co. produces and sells a branded line of... View Details
Keywords: Customer Relationship Management; Crisis Management; Negotiation Tactics; Conflict Management; Apparel and Accessories Industry; North America
Sebenius, James K., and Ellen Knebel. "Bill Nichol Negotiates with Walmart: Hard Bargains over Soft Goods (A)." Harvard Business School Case 910-043, April 2010.
- 2011
- Other Unpublished Work
Popularity Profiles: How Customers' Use of a Long-Tail Assortment Relates to their Service Retention
By: Anita Elberse and David A. Schweidel
Keywords: Customer Relationship Management
- March 2007 (Revised August 2007)
- Supplement
Dell Computers (B): The Transition
By: Frances X. Frei and Christine van Keuren
The case presents the outcome of the (A) case and explores challenges in the PC industry up to early 2007. Michael Dell's return as CEO is also discussed. View Details
Keywords: Customer Relationship Management; Managerial Roles; Service Delivery; Service Operations; Hardware; Technology Industry
Frei, Frances X., and Christine van Keuren. "Dell Computers (B): The Transition." Harvard Business School Supplement 607-081, March 2007. (Revised August 2007.)
- 01 Sep 2005
- News
Ideas: Books
transformational leadership. Why Great Leaders Don’t Take Yes for an Answer Managing for Conflict and Consensus by Michael A. Roberto (Wharton School Publishing) Assistant Professor Roberto offers guidance to leaders who want to improve... View Details