Publications

18 Apr 2005
Research & Ideas

Prosper with Multi-Channel Retailing

reach customers who may not be near a Gap store," she said. Shopping 24/7 Martha Velando (HBS MBA '02), brand manager at Bath & Body Works, said multi-channel retailing "is all about increasing... View Details

Keywords: by Julie Jette; Consumer Products; Retail

01 Apr 1997
News

Manager's Notebook

information while packaging that information for vendors who need it. "A sea change is upon us," say the authors. "Those managers who ignore the potential may find themselves managing without access to View Details

Keywords: Judith Ross

January 2004 (Revised August 2005)
Case

Kikkoman Corporation: Consumer Focused Innovation

By: Rohit Deshpande and Hal Hogan

In May 2003, the president and CEO of Kikkoman Corp. sat in his Tokyo office weighing various options for strengthening the company's long-term growth. Kikkoman was the world's largest producer of soy sauce, largely due to its pioneering role since the 1950s as the... View Details

Keywords: Customer Relationship Management; Innovation Strategy; Marketing Strategy; Product Positioning; Adaptation; Competitive Strategy; Japan

February 1999
Case

Lifeline Systems, Inc. (B)

By: H. Kent Bowen and Marilyn Matis

In 1997, Lifeline Systems continues to grow its service business to $32 million, 56% of the company's total revenues. More local hospital Lifeline programs turn over their monitoring service to Lifeline Central, expanding the company's subscriber base by 30%. The... View Details

Keywords: Health Care and Treatment; Information Technology; Expansion; Cost Management; Growth and Development Strategy; Partners and Partnerships; Change; Customer Relationship Management; Service Operations; Age; Investment; Health Industry; Technology Industry; Cambridge; Boston

04 Feb 2021
Research & Ideas

Inside CEOs' Pandemic Worries: Uncertainty, Employees, and Kids

with young children. "Buying a house is usually the biggest decision that our customers make. It no longer was a priority during the pandemic." Managing multiple changes. CEOs had to View Details

Keywords: by Gamze D. Yucaoglu, Robin Abrahams, and Boris Groysberg

November 1993 (Revised November 1994)
Case

Molding the Impossible: the NYPRO/Vistakon Disposable Contact Lens Project

By: Clayton M. Christensen

NYPRO, Inc., one of the world's leading manufacturers of plastic injection-molded products, is asked by the Vistakon Division of Johnson & Johnson to manufacture molds that Vistakon will use to produce disposable contact lenses. The required dimensional tolerances for... View Details

Keywords: Customer Relationship Management; Engineering; Management Practices and Processes; Product Development; Production; Groups and Teams; Manufacturing Industry; Medical Devices and Supplies Industry

March 2011 (Revised March 2021)
Teaching Note

Terror at the Taj Bombay: Customer-Centric Leadership

By: Rohit Deshpande

Teaching Note for 511703. View Details

Keywords: Safety; Organizations; Crisis Management; Customer Focus and Relationships; Brands and Branding

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

October 1995
Teaching Note

Procter & Gamble: Improving Consumer Value Through Process Design TN

By: F. Warren McFarlan

Teaching Note for (9-195-126). View Details

Keywords: Customer Value and Value Chain; Customer Focus and Relationships; Distribution Channels; Information Technology; Value Creation; Logistics; Management Practices and Processes; Consumer Products Industry

04 Sep 2019
News

Case Study: Up in the Air

process and convince companies to consider the human cloud? The Answers: Seems like a good mix of broad PR and market education, together with high-value customer selling, will be required. The incubators and startup competitions are... View Details

Keywords: Jen McFarland Flint; Management, Scientific, and Technical Consulting Services; Professional Services

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

Keywords: Management of Companies and Enterprises; Management of Companies and Enterprises

27 Feb 2020
Sharpening Your Skills

How Following Best Business Practices Can Improve Health Care

Harvard Business School spends a significant amount of research funds each year on the health care industry, answering questions such as: How can the business of health care be made more efficient? What can a business do to motivate employees to take better care of... View Details

Keywords: by Sean Silverthorne; Health; Medical Devices & Supplies

August 1991 (Revised September 1994)
Background Note

What Is Industrial Marketing?

By: V. Kasturi Rangan

Discusses the key distinguishing aspects of industrial as compared to consumer marketing. These differences are highlighted for organizational as well as marketing mix aspects. View Details

Keywords: Customer Relationship Management; Innovation Strategy; Growth and Development Strategy; Marketing Channels; Marketing Strategy; Marketplace Matching; Organizational Change and Adaptation; Core Relationships; Industrial Products Industry; Manufacturing Industry

11 Dec 2017
News

Growing from Within

Photo courtesy of Paulo Pena Photo courtesy of Paulo Pena The great majority of McDonald’s U.S. restaurants are run by external owner/operators. Paulo Pena (MBA 2004) is responsible for the rest. As vice president and managing director of... View Details

Keywords: Dan Morrell; Food Services and Drinking Places; Hospitality

15 Sep 2003
Research & Ideas

The Lessons of New-Market Disruption

performance. That initially led managers inside both companies to resist devoting scarce resources to developing those technologies because their lead customers were saying they wanted additional performance... View Details

Keywords: by Clark Gilbert; Technology

01 Dec 2007
News

Rediscovering America

for more companies to practice “values-based capitalism.” Could you cite any examples? There is a growing number of well-run, profitable companies that have values at the center of their management strategy. One outstanding example is... View Details

Keywords: Deborah Blagg; Business Schools & Computer & Management Training; Business Schools & Computer & Management Training

May 2007
Case

Westin Hotels and Resorts: Operations of a Lifestyle Experience

By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock

Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values. View Details

Keywords: Customer Relationship Management; Decision Choices and Conditions; Growth Management; Brands and Branding; Service Operations; Value Creation; Tourism Industry

2008
Book

Business Market Management: Understanding, Creating, and Delivering Value

By: James C. Anderson, James A. Narus and Das Narayandas

For business-to-business marketing courses. The authors build the book around a framework of understanding, creating, and delivering value. View Details

Keywords: Customer Relationship Management; Customer Value and Value Chain; Cross-Cultural and Cross-Border Issues; Marketing; Marketing Strategy; Business Processes; Value