Publications

Article

Know Your Customers' 'Jobs to Be Done'

By: Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan

Firms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors, product developers focus too much on building customer profiles and looking for correlations in data. To create... View Details

Keywords: Customer Relationship Management

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CSV in Practice - Institute For Strategy And Competitiveness

HBS ISC Creating Shared Value CSV Creating Shared Value CSV Explained Emerging Topics CSV in Practice Published CSV Cases CSV in Practice Creating Shared Value in Practice Not all profit is equal—an idea that has been lost in the narrow, short-term focus of financial... View Details

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Online Business Analytics Course | HBS Online

decisions Recognize trends, detect outliers, and summarize data sets Analyze relationships between variables Develop and test hypotheses Craft sound survey questions and draw conclusions from population samples Implement regression... View Details

Research Summary

Overview

The overarching goal of my research is to produce works that are influential and informative to both academics and practitioners in the field of operations management. To accomplish this, I collaborate with industry partners who provide knowledge about their field,... View Details

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Events - Business History

Business and the Making of the Single European Market" 12 pm to 1:30 pm Apr 30 30 Apr 2025 Virtual Seminar Andrea Lluch (CONICET; National University of Los Andes), "Global Development and International Organizations during the Cold War Era: ILO's View Details

July 2005 (Revised March 2007)
Case

Kansai Digital Phone: Zutto, Gaining Japanese Loyalty

By: Francisco de Asis Martinez-Jerez and James Robert Dillon

Ted Katagi, marketing strategy manager of Kansai Digital Phone (KDP), utilizes customer lifetime value as a key metric to prioritize initiatives in an emergency plan to turn around the company. KDP is a regional phone company in Japan with less than stellar... View Details

Keywords: Customer Relationship Management; Customer Value and Value Chain; Customer Satisfaction; Telecommunications Industry; Electronics Industry; Japan; United States

December 2007
Background Note

Tools and Tactics for Transformation: Three "Whats" and Three "Hows"

By: James K. Sebenius and Stephen Friedman

Important transformation at Goldman Sachs, where one of the authors was Chairman, required analysis, political leadership, and management in order to fundamentally shift the strategy, people, and culture on a sustainable basis. After describing the actions needed to... View Details

Keywords: Negotiation Tactics; Business Strategy; Organizational Culture; Transition; Strategic Planning; Core Relationships; Multinational Firms and Management; Leadership Style; Organizational Change and Adaptation; Private Equity

20 Jan 2022
News

3 Steps to Help Companies Rebuild Trust During the Pandemic

01 Jun 1999
News

Allison Hughes

Looking ahead to a career in hedge funds, Hughes is enthusiastic. "Analyzing companies from a qualitative and quantitative perspective is a natural progression from case studies at HBS," she says. She credits Lone Pine founder and View Details

Keywords: Charlie Hogg

Article

How to Shift from Selling Products to Selling Services

By: Doug J. Chung

Only a few years ago, most software companies sold seat licenses for their products, charging customers on the basis of head count. But today, software is typically provided using cloud-based software-as-a-service (SaaS) models that charge customers fees for... View Details

Keywords: SaaS Business Models; Sales; Management; Business Model; Salesforce Management; Applications and Software; Customer Relationship Management

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15 Sep 2009
First Look

First Look: September 15

competence—expertise in technology—and its skilled people to accomplish what government and relief agencies could not: an information system and supply chain that tracked and managed the flow of relief supplies. Its efforts were crucial... View Details

Keywords: Martha Lagace

July 2008 (Revised October 2012)
Case

Affinity Plus (A)

By: Dennis Campbell and Peter Tufano

The executive team at Affinity Plus Federal Credit Union has pushed the concept of members first deeply throughout the organization, empowering employees to put member-owners' interests ahead of either the organization's interests or their own interests. As a result of... View Details

Keywords: Customer Relationship Management; Financial Institutions; Financing and Loans; Profit; Cooperative Ownership; Conflict of Interests; Strategy

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Online Leadership Principles Course | HBS Online

This course is part of the CLIMB program and Leadership & Management track. Introduction to Leadership Principles ENROLL NOW No application needed for our certificate programs. Start your journey today! Leadership Principles $1,850 Next... View Details

July 2003 (Revised January 2004)
Case

Carol Brewer's Investments

By: Richard S. Ruback and Julia Stevens

Following her husband's death in 1994, Carol Brewer took over the management of her family's investments. This case describes the decisions Brewer made during this process, including her choice to seek active account management, her selection of an investment firm, and... View Details

Keywords: Investment Funds; Investment Portfolio; Retirement; Decision Choices and Conditions; Financial Management; Personal Finance; Investment Banking; Investment Return

09 Oct 2001
Research & Ideas

Driven: How Human Nature Shapes Organizations

can evolve mutual caring commitments. These others will, in all likelihood, be in their immediate work area. When these one-to-one bonded relationships form a cluster, the participants will begin to see themselves as a group, their bonded... View Details

Keywords: by Paul Lawrence & Nitin Nohria

February 2000 (Revised April 2001)
Case

CNET 2000

By: Thomas R. Eisenmann and Pauline M Fischer

CNET's managers explain the strategic analysis that led to their decision to increase their annual marketing budget from $1 million to $100 million. CNET is an online information intermediary that helps consumers make purchase decisions about PC hardware and software,... View Details

Keywords: Entrepreneurship; Corporate Strategy; Budgets and Budgeting; Financial Strategy; Decisions; Growth and Development; Customer Focus and Relationships; Business Divisions; Marketing Strategy; Distribution Channels; Consumer Behavior; Online Technology; Information Technology Industry