Publications

26 Aug 2020
Blog Post

Two sides, same coin: How I left the Bay Area as an operator and returned as an investor

Janelle Teng is from the Class of 2020 and a proud member of Section C. From completing her undergraduate studies at Stanford University to working as a product manager at SalesforceIQ, Janelle has spent most of her academic View Details

12 Nov 2020
News

The ‘Problematic,’ VC-Threatening Study That Has Split Harvard Professors

June 1990 (Revised March 1991)
Case

Jonah Creighton (A)

By: Anne Donnellon and Joshua D. Margolis

How do you manage yourself and your interaction with others when you feel your personal values challenged? What should you be aware of as you proceed with sensitive, ethical issues? Jonah Creighton coordinates the company's fast-track training program, and when he... View Details

Keywords: Business Divisions; Ethics; Moral Sensibility; Values and Beliefs; Human Resources; Selection and Staffing; Problems and Challenges

January 2011 (Revised October 2014)
Case

Dropbox: 'It Just Works'

By: Thomas R. Eisenmann, Michael Pao and Lauren Barley

Dropbox is a venture-backed Silicon Valley startup, founded in 2006, that provides online storage and backup services to millions of customers using a "freemium" (free + premium offers) business model. The case recounts Dropbox's history from conception through... View Details

Keywords: Business Model; Growth and Development Strategy; Management Practices and Processes; Distribution; Product Design; Product Development; Internet; Service Industry; California

March 2024
Supplement

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Bruce Hardie, Peter S. Fader and Michael Ross

This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details

Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Retail Industry; United States

November 2020
Teaching Note

DayTwo: Going to Market with Gut Microbiome

By: Ayelet Israeli

Teaching Note for HBS Case No. 519-010. DayTwo is a young Israeli startup that applies research on the gut microbiome and machine learning algorithms to deliver personalized nutritional recommendations to its users in order to minimize blood sugar spikes after meals.... View Details

February 2021
Background Note

Jobs to Be Done: A Toolbox

By: Derek C. M. van Bever, Bob Moesta, Iuliana Mogosanu, Shaye Roseman and Katie Zandbergen

The Jobs to Be Done methodology is both a theory and a practical approach for understanding customer behavior and why people make the choices they make. Many practitioners, whether they work for startups or incumbent businesses, find Jobs to Be Done useful because it... View Details

Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Knowledge Acquisition; Attitudes; Perception; Theory; Behavior; Customer Relationship Management

10 Oct 2013
Working Paper Summaries

Managing Churn to Maximize Profits

Keywords: by Aurélie Lemmens & Sunil Gupta; Retail

2008
Book

Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler

Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details

Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation

Find at Harvard

07 May 2007
Research & Ideas

Rediscovering Schumpeter: The Power of Capitalism

lightly. Q: Schumpeter was a fascinating personality—a womanizer, incredible intellect, great teacher. And how many prominent economists have provoked a sword fight with a librarian? But at the same time, as your biography illustrates,... View Details

Keywords: by Sean Silverthorne; Education

2016
Book

Why They Do It: Inside the Mind of the White-Collar Criminal

By: Eugene F. Soltes

From the financial fraudsters of Enron, to the embezzlers at Tyco, to the Ponzi schemer Bernie Madoff, the failings of corporate titans are regular fixtures in the news. But what drives wealthy and powerful people to white-collar crime? I draw from extensive personal... View Details

Keywords: Crime and Corruption; Corporate Finance

Find at Harvard

November 2023
Case

Team Liquid: Fueling the Business of Fandom

By: Youngme Moon and Kerry Herman

In 2023, the co-CEOs of Team Liquid, one of the world's most prominent Esports organizations, are deciding whether and how to evolve their business model to include (1) a greater focus on enterprise revenue; and (2) more direct-to-consumer activity. Team Liquid has one... View Details

Keywords: Business Model; Customer Focus and Relationships; Games, Gaming, and Gambling; Revenue; Organizational Culture; Business and Community Relations; Video Game Industry

2019
Working Paper

Managing Churn to Maximize Profits

By: Aurelie Lemmens and Sunil Gupta

Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a... View Details

Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit

SSRN

Read Now

Winter 2014
Article

Strategic Decisions for Multisided Platforms

By: Andrei Hagiu

Multisided platforms such as eBay and Facebook create value by enabling interactions between two or more customer groups. But building and managing a winning platform isn’t easy. View Details

Keywords: Value Creation; Multi-Sided Platforms; Business Strategy

Find at Harvard