management focus - Publications - Faculty & Research

September 2020 (Revised July 2022)
Exercise

Artea (B): Including Customer-Level Demographic Data

This collection of exercises aims to teach students about 1)Targeting Policies; and 2)Algorithmic bias in marketing—implications, causes, and possible solutions. Part (A) focuses on A/B testing analysis and targeting. Parts (B),(C),(D) Introduce algorithmic bias. The... View Details

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

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2000
Chapter

Strategies of Consumer Group Mobilization

By: Gunnar Trumbull

Keywords: Customer Relationship Management; Consumer Behavior; Marketing Strategy; Groups and Teams

Citation

25 Sep 2000
Research & Ideas

More Than the Sum of Its Parts: The Impact of Modularity on the Computer Industry

drives. CB: Ultimately, though, the power of modularity does not lie simply in the creation of financial option value and the ensuing impact on competition. Modularity also helps simplify complex systems and divvy up complex tasks so that individuals and companies can... View Details

Keywords: by Staff; Computer; Consumer Products; Technology

October 2002 (Revised April 2007)
Case

Dell Computers (A): Field Service for Corporate Clients

By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim

Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details

Keywords: Information Infrastructure; Customer Relationship Management; Job Cuts and Outsourcing; Service Operations; Business or Company Management; Emerging Markets; Problems and Challenges; Service Delivery; Computer Industry; United States

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01 Mar 2025
News

Sound Bites: A Degree of Hope

Stephen Moret (MBA 2001) President and CEO, the Strada Education Foundation Illustration by John S. Dykes I grew up as the son of a single mother in rural Mississippi. And while we were never legally poor, there was that sense of economic insecurity the whole way. And... View Details

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Supporting Careers | Social Enterprise | Harvard Business School

Beyond the classroom, our career development, field-based learning, and community engagement programs bring together students, alumni, and organizations to focus on real-world challenges. Leadership Fellows The Leadership Fellows program... View Details

30 Jan 2019
What Do You Think?

Who Will Measure up to These Two Remarkable Leaders?

was to focus on a particular market segment.) Roger Hallowell, in a doctoral dissertation submitted some years later, took issue with that notion based on his observation of a small number of incredibly successful service organizations.... View Details

Keywords: by James Heskett; Air Transportation; Financial Services

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Institutions, Macroeconomics, and the Global Economy - Course Catalog

Yet, such episodes also create business opportunities – and not just for the hedge funds and speculators that profit from them. Managers that have and use a coherent framework for understanding and analyzing these phenomena will enjoy a... View Details

January 2021
Supplement

Barbara Krakow Gallery (B): Art and the Pandemic

By: José B. Alvarez and David Lane

Updates (A) case by describing the early impact of the COVID-19 pandemic on the art market, the renaming of the gallery as the Krakow Witkin Gallery, and the response of its partners and staff to the pandemic. View Details

Keywords: Art Market; COVID-19; Arts; Business Model; Change Management; Trends; Communication; Customer Focus and Relationships; Human Resources; Marketing; Distribution Channels; Outcome or Result; Health Pandemics; Fine Arts Industry

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01 Dec 2013
News

Faster, Bigger, Stronger: Supersizing the NFL

some $10 billion in annual revenues, the NFL wants more—lots more. Its goal is to boost that number to $25 billion annually by 2027. Getting there may not be easy. The league's focus on expansion relies on gaining ground with new US fan... View Details

Keywords: Management; Management; Management; Management

29 May 2013
Research & Ideas

Faculty Symposium Showcases Breadth of Research

financial industry and those who regulate it, there are strong but conflicting viewpoints about the impact of private equity buyouts of public firms, especially in the wake of the recent global financial crisis. Some critics focus on the... View Details

Keywords: by Carmen Nobel; Financial Services

February 2003 (Revised March 2007)
Case

Internet Customer Acquisition Strategy at Bankinter

By: Francisco de Asis Martinez-Jerez, V.G. Narayanan and Lisa Brem

Bankinter, a relatively small Spanish bank, has a large presence as an Internet financial services provider. Leading the way to profitability through the Internet will give Bankinter a major competitive advantage over the larger, more established Spanish banks. Ann... View Details

Keywords: Customer Relationship Management; Internet and the Web; Activity Based Costing and Management; Customer Value and Value Chain; Banks and Banking; Banking Industry; Spain

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30 Jul 2019
News

Turning Around Tesco

£6.4 billion in losses, the largest ever experienced by a British retailer. David Lewis (AMP 161, 2001) arrived on the scene as Tesco’s new CEO in the wake of that dark moment; many now credit him for returning the company to profitability through an unwavering View Details

Keywords: Tesco; Food and Beverage Stores; Retail Trade

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Transforming Health Care Delivery - Course Catalog

managing cost, the challenge of improving value depends critically on shifting the focus of delivery systems from health care to health. Prioritizing health requires delivery systems to address issues... View Details

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Blog | Social Enterprise | Harvard Business School

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

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Resources - Business & Environment

addressing it. It is used as a primer in several HBS classes. Click here for a complimentary copy HBS Faculty Research and Teaching about Climate Change HBS faculty have written more than 50 teaching cases and 30 scholarly articles and working papers about View Details

November 2023 (Revised March 2024)
Technical Note

Customer Data Privacy

By: Eva Ascarza and Ta-Wei Huang

This note provides an overview of the evolving landscape of customer data privacy in 2023. It highlights two pivotal aspects that make privacy a central concern for businesses: building and maintaining customer trust and navigating the intricate regulatory... View Details

Keywords: Customer Relationship Management; Governance Compliance; Governing Rules, Regulations, and Reforms; Risk and Uncertainty; Reputation; Trust; Information Management; Retail Industry; Technology Industry; Financial Services Industry; Telecommunications Industry; Europe; United States

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September 2020 (Revised February 2024)
Teaching Note

Artea (A), (B), (C), and (D): Designing Targeting Strategies

By: Eva Ascarza and Ayelet Israeli

Teaching Note for HBS No. 521-021,521-022,521-037,521-043. This collection of exercises aims to teach students about 1)Targeting Policies; and 2)Algorithmic bias in marketing—implications, causes, and possible solutions. Part (A) focuses on A/B testing analysis and... View Details

Keywords: Targeted Advertising; Targeting; Race; Gender; Diversity; Marketing; Customer Relationship Management; Prejudice and Bias; Analytics and Data Science; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States

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01 Mar 2006
News

Venture Capital, Post-Dot Bomb

’96), managing director at Mayfield. Sean Dalton (MBA ’98), a managing general partner at Highland Capital, noted that dire predictions for the industry were nothing new. He counseled a simple, head-down... View Details

Keywords: Securities, Commodities, and Other Financial Investments; Finance

March 2024
Case

Unintended Consequences of Algorithmic Personalization

By: Eva Ascarza and Ayelet Israeli

“Unintended Consequences of Algorithmic Personalization” (HBS No. 524-052) investigates algorithmic bias in marketing through four case studies featuring Apple, Uber, Facebook, and Amazon. Each study presents scenarios where these companies faced public criticism for... View Details