Customer Management - Publications - Faculty & Research

01 Oct 2000
News

Silent Killers: Overcoming Barriers to Organizational Learning

uncovered these obstacles using a process they refined more than a decade ago called Organizational Fitness Profiling (OFP). OFP helps CEOs or business unit general managers and their top teams assess how well an operation fits their... View Details

Keywords: Judith A. Ross

06 Dec 2021
News

Ink: Talking Shop

some tales, and then ask for tips,” Bines says. The experience taught him that the better you understand your customer, the richer the tips. He has worked in customer-facing businesses ever since, including his current role as managing... View Details

Keywords: Jen McFarland Flint; Miscellaneous Store Retailers; Retail Trade

07 Sep 2021
News

Alumni Perspective: The Morning After 9/11

people.” Twenty years ago, Frances Frei was not the globally revered management guru she has become. This was before she helped transform the culture at HBS to close the performance gap between female and male students, resulting in... View Details

30 Apr 2001
What Do You Think?

Dot.Com Shakeout: Chess or Roulette?

it's all about timing; it's all about wit and hard work; it's neither business disaster nor business opportunity BUT just plain business; it's the same ol' stories that span centuries of commerce." Wilson Kimutai commented that those who figure out what View Details

Keywords: by James Heskett

01 Jan 2008
News

Meg Whitman, MBA 1979

Former President & CEO, eBay Inc. Return to Alumni Achievement Awards main page EARLIER EUDUCATION Princeton University, 1977 A.B., Economics SELECTED PREVIOUS POSITIONS Hasbro, General Manager FTD , CEO Disney, Senior Vice President Bain... View Details

2019
Working Paper

From Know-It-Alls to Learn-It-Alls: Executive Development in the Era of Self-Refining Algorithms, Collaborative Filtering and Wearable Computing

By: Mihnea Moldoveanu and Das Narayandas

We examine the future of executive education on a technological and cultural landscape that is imminent but different to the one we are accustomed to. We show how the contextualization, socialization and personalization of learning—avowed but distal goals of current... View Details

Keywords: Executive Education; Leadership Development; Technological Innovation; Customization and Personalization; Management Skills; Knowledge Acquisition; Knowledge Sharing

Citation

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Bloomberg: company information

for dividend/split history. EE for earnings estimates. ERN for earnings. FA for financial analysis. HDS for institutional and insider holdings. HG for historical price graph. HP for historical price table. MGMT for management profiles.... View Details

12 Apr 2018
Blog Post

Reading Between the Lines: How to Spot the Skills You Need Among the Resumes You Get

what’s really useful to us.” She wants to see evidence of team leadership: “What did they likely need to do to rally a team around ‘x’ initiative?” Whereas individual experts should demonstrate core skills, managers should communicate... View Details

Keywords: All Industries

01 Mar 2006
News

Faculty Books

developing innovative products and services. He discusses the full range of activities required: learning about customer needs; managing experimentation and problem-solving; product-development process... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

Web

Rock 100: The Summit - Entrepreneurship

Stevenson Professor of Business Administration Joseph B. Lassiter , Senator John Heinz Professor of Management Practice in Environmental Management Meredith L. McPherron , Director of the Arthur Rock Center... View Details

January 2021 (Revised May 2021)
Case

Ocado Group: Ready for the Future

By: José B. Alvarez, Damien McLoughlin and Natalie Kindred

Citation

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17 Dec 2015
News

Conducting Research That Influences Practice

Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer... View Details

27 Sep 2006
Research & Ideas

Report From Egypt: Studying Global Influences

group of managers heading every function but also spoke with a cross-section of employees (with translators) and even several customers and partners. Since one of the companies—an IT giant—has been... View Details

Keywords: by Sean Silverthorne

01 Sep 2005
News

Business Plan Contest Has Many Winners

fashionable and custom-fitted bras to fuller-sized customers and the 85 percent of women who wear the wrong size. In the social enterprise track, the winner was India Info Village, a team featuring Rita Singh (MBA ’05) and several other... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

February 2010
Teaching Note

The Cleveland Clinic: Growth Strategy 2008 (TN)

By: Michael E. Porter, Elizabeth O. Teisberg, Jennifer F Baron and Carolyn Daly

Teaching Note for 709473. View Details

Keywords: Health Care and Treatment; Value; Restructuring; Groups and Teams; System; Transformation; Expansion; Integration; Alignment; Goals and Objectives; Leading Change; Customer Focus and Relationships; Health Industry; Cleveland; United States; Abu Dhabi; Canada

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01 Oct 1997
News

Theory & Practice

covers many of the most important issues currently facing business - strategy, innovation, customer focus, global trends, leadership for change, strategic alliances, compensation systems, and community responsibility. Kanter¹s enduring... View Details

09 Jan 2006
Research & Ideas

What Really Drives Your Strategy?

process; all these other elements have an impact as well. Q: What role do customers play? Bower: In the ordinary course of events, when managers of business units make proposals for investments, they are... View Details

Keywords: by Martha Lagace

January 2008
Teaching Note

Pilgrim Bank (A): Statistics Review with Data Desk

By: Frances X. Frei

Teaching Note for 602104. View Details

Keywords: Decision Making; Policy; Banks and Banking; Management Teams; Motivation and Incentives; Customers; Mathematical Methods; Service Operations; Banking Industry

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February 2014 (Revised August 2014)
Case

3D Systems

By: Karim R. Lakhani and David Lane

In late 2013, Rajeev Kulkarni needed to decide how best to facilitate the emergence of a broad base of users and content to promote the sale of 3D Systems' consumer-focused 3D printers. As yet, neither the company nor users had identified an indispensable application... View Details