Customer Management - Publications - Faculty & Research

01 Oct 2001
News

Ready for Takeoff: Web Portal Enters Second Phase

After two years of building its readership, honing its mission, and crafting fresh, insightful content, HBS Working Knowledge is poised for the next stage of its development. "It's an exciting time. We launched the original product with solid content and a strong View Details

Keywords: Lory Hough; Colleges, Universities, and Professional Schools; Educational Services; News, Library, Internet, and Other Services; Information

May 2024
Supplement

gWorks (B)

By: Richard S. Ruback and Royce Yudkoff

In January of 2019, Joe Heieck, CEO of gWorks, was deciding whether to proceed with his acquisition of Data Tech, that was a business roughly the same size as gWorks. gWorks, which provided geospatial software to small city and rural county governments, was acquired by... View Details

Citation

Purchase

01 Dec 2009
News

Alumni Books

Like Shampoo for Job Seekers: The Proven Personal Branding System to Help You Succeed in any Interview and Secure the Job of Your Dreams by Brenda Bence (MBA ’91) (Global Insight Communications) Strategic Customer Service: View Details

01 Apr 1998
News

Plunging Into the Net

and fellow faculty member John J. Sviokla coined a term to describe the nonphysical arena in which business transactions were increasingly taking place - the marketspace. The Managing in the Marketspace course the pair developed and... View Details

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Credential of Digital Innovation and Strategy | HBS Online

smarter Apply design thinking and creative problem-solving principles to generate new ideas, enhance team performance, and innovate collaboratively Gain frameworks, tools, and customer engagement techniques to enhance your organization’s... View Details

01 Feb 2000
News

New Releases

Environmental Management, Associate Professor Forest Reinhardt argues that managers should treat environmental management as an integral part of corporate strategy rather than merely as an exercise in public... View Details

June 1983 (Revised April 1991)
Case

Dominion Engineering Works

By: Christopher A. Bartlett

Dominion Engineering Works faces important strategic decisions about whether to continue its focused strategy of selling newsprint machines to the Canadian paper industry or whether recent changes in industry conditions and the emergence of three global competitors... View Details

Keywords: Machinery and Machining; Globalized Markets and Industries; Management Analysis, Tools, and Techniques; Partners and Partnerships; Competitive Strategy; Customization and Personalization; Diversification

Citation

Find at Harvard

Christina joined Bain Capital Ventures in 2021, where she focuses on early-stage investments in fintech and commerce. Christina was previously Head of Product for Consumer Foundations at Affirm, where she led a team of product managers... View Details

Shirish Nimgaonkar

Shirish is the co-founder of an AI enabled predictive automation software company. and a Natural Language Processing company focused on enhancing customer experience through AI. In the past, he has been a part of the senior View Details

09 Apr 2018
Blog Post

Is Business School Right for You?

Dr. Jill Avery is a senior lecturer in the marketing unit at Harvard Business School, an authority on brand management and customer relationship management (CRM), and the... View Details

17 Dec 2001
Research & Ideas

Enterprising Women

business leaders, moderated by HBS professor Myra Hart, at the Harvard Business School Entrepreneurship Conference. Robin Chase said that being a woman did not hinder her ability to start Zipcar, a service allowing customers to rent cars... View Details

Keywords: by Julia Hanna

23 May 2019
News

Marla Beck, MBA/MPA 1998

for cosmetics needed to be more customer focused, so in 1999 she launched Bluemercury, a retailer of high-end beauty products. Perhaps the most obvious evidence that Beck’s thoughtful strategy and hard work have disrupted the beauty... View Details

Keywords: Susan Young

28 Jan 2002
Research & Ideas

Read All About It! Newspapers Lose Web War

different markets with different customers and employ different business models than those traditionally successful in the established organization, they are typically undervalued by that organization. View Details

Keywords: by Sean Silverthorne; Entertainment & Recreation; Information; Publishing

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Building Trusted Organizations - Course Catalog

HBS Course Catalog Building Trusted Organizations Course Number 1825 Professor of Management Practice Sandra Sucher Fall; Q2; 1.5 credits Overview Trust is the foundation of every meaningful relationship—personal and professional. We see... View Details

Profile

Rocio Parra

among students and faculty. We did quant studies on campus and on Facebook, plus qualitative studies through faculty interviews and close observation of students using the product. Our team won first place — and I became really interested in marketing strategy and... View Details

Profile

Kevin Nazemi

Kevin Nazemi chose Microsoft after graduation from MIT for the chance to turn a small market presence into something much bigger. “When I arrived, our Customer Relationship Management (CRM) product had... View Details

Levels of Meaning

Serge Heftler-Louiche, former manager of Coty. Another example is I.M. Singer, namesake of the Singer sewing machine empire. Singer himself was an odd, eccentric character, but his partner, Edward Clark, had the regimented business mind.... View Details

01 Sep 2012
News

An Intellectual Capital: Some Influential HBS Ideas, at a Glance

Civilization (1933) and Roethlisberger’s Management and the Worker (1939) document. 1948 Research Center in Entrepreneurial History launched at HBS by Harvard economist Joseph Schumpeter and Baker Librarian Arthur Cole. 1953 More than 30... View Details

Keywords: Professor Elton Mayo: Professor Fritz Roethlisberger; George M. Moffett Professor of Agriculture and Business, Professor Emeritus Ray A. Goldberg; Professor Abraham Zaleznik; Professor Alfred Chandler; Professor Michael Porter; Professor Robert S. Kaplan; Professor Michael C. Jensen; Professor C. Roland Christensen; Professor Robert Menton; Colleges, Universities, and Professional Schools; Educational Services

01 Oct 1996
News

The Drive for Excellence: An Interview with Jim Henderson

who are restless and persistent improvers for the customer -- people who can put themselves in the shoes of the customer and then drive change inside our company to meet the customer's needs. We want View Details

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Software Environments via Conda - Research Computing Services

Software Tools Software Environments via Conda 16ms Conda is a general-purpose, cross-platform package manager written in Python and developed by Continuum Analytics. HBSGrid administrators use conda to install R and Python environments... View Details

Publications