Publications

December 2010
Supplement

Rackspace Hosting (2000)

By: W. Earl Sasser, James L. Heskett and Tom Ryder

The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. View Details

Keywords: Customer Focus and Relationships; Planning; Organizational Change and Adaptation; Service Delivery; Strategy; Finance; Information Technology Industry

Generative AI, particularly large language models (LLMs), offers a promising new tool for early-stage market research by simulating customer responses to product concepts. This can allow companies to draw conclusions... View Details

January 2019 (Revised October 2019)
Case

Glossier: Co-Creating a Cult Brand with a Digital Community

By: Jill Avery

Glossier’s proclaimed strategy was “born from content; fueled by community.” The digital-first, direct-to-consumer beauty brand had experienced rapid growth, with sales up 600% in 2017 and a customer portfolio that grew by threefold. But, its founder, Emily Weiss, was... View Details

June 2001
Case

Infinata: The Quest for Human Resource Venture Capital

By: Jay O. Light and Anthony Massaro

A potential start-up in the Web-based Customer Relationship Management (CRM) is considering a deal with a software developer. View Details

Keywords: Negotiation; Negotiation Deal; Customer Relationship Management; Internet and the Web; Business Startups; Information Technology Industry

Find at Harvard

28 May 2025
Video

Welcome to Foundry

June 2025
Case

Zerodha

By: Das Narayandas and Kairavi Dey

Zerodha Broking Pvt. Ltd. (Zerodha) was among India's largest online broking platforms. Nithin and Nikhil Kamath started Zerodha to empower retail investors and remove the hurdles to investing in stocks. The company pioneered tech-first discount broking, charging... View Details

Keywords: Financial Services Industry

02 Aug 2013
News

People must take responsibility for managing their careers

Web

Women on Boards: How Lara Druyan and Ann Lucena Are Shaping the Future of Corporate Leadership - Blog: RGE Report

groups, to pursue board service. For both, board service is a fulfilling extension of their leadership journeys, and they are passionate about encouraging others to apply their experience and expertise to... View Details

October 2010
Supplement

Belco Global Foods: Spreadsheet Supplement (CW)

By: C. Fritz Foley and Matthew Johnson

This case introduces students to the fundamental issues that managers face when deciding what international trade finance terms to use when transacting with other firms. In late 2009, Pam Arnold, the Head of Global Credit at Belco Global Foods must decide which trade... View Details

Keywords: Customers; Decisions; Trade; Financial Strategy; Governance Compliance; Managerial Roles; Market Transactions

Video

Prof. Rebecca Henderson’s call to action on climate change

June 2002
Article

If You View the Customer's World in Terms of Products and Features Rather Than Jobs That Need to Be Done, You'll Miss the Target

By: Clayton Christensen and Tara Donovan

Keywords: Customers; Product

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August 2024
Background Note

Your True Moral Compass

By: Joseph L. Badaracco

This note explores the concept of a "moral compass" for making difficult decisions in leadership roles. It argues that the standard view of a moral compass as a simple, internal guide is inadequate for complex situations. Instead, it proposes that our true moral... View Details

Keywords: Moral Sensibility; Decision Choices and Conditions

21 Mar 2022
Blog Post

The Impact of Career Coaching | When Mission Meets Passion

CPD interviewed Nancy M. Williams (MBA 1992) to share how she leveraged career coaching to make a career switch, launch a venture and find true fulfillment in her professional and View Details

10 May 2011
Working Paper Summaries

The Impact of Forward-Looking Metrics on Employee Decision Making

Keywords: by Pablo Casas-Arce, F. Asís Martínez-Jerez & V.G. Narayanan; Banking

Oct 05 2015
Interview

Improving Firm Performance

April 2021 (Revised May 2021)
Case

Kitopi: The Brave New World of Cloud Kitchens

By: Antonio Moreno and Gamze Yucaoglu

The case opens in February 2021 as Mohamad Ballout, co-founder and CEO of Kitopi, a Dubai-based managed cloud kitchen platform, is looking over the company’s 2020 results. Propelled by the COVID-19 pandemic, delivery orders had been on the rise globally and dine-in... View Details

Keywords: Cloud Kitchens; Food; Operations; Growth and Development Strategy; Decision Choices and Conditions; Food and Beverage Industry; Middle East; North Africa