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  • All HBS Web  (12,718)
    • People  (50)
    • News  (3,142)
    • Research  (7,068)
    • Events  (30)
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  • January 1999
  • Case

State Street Corporation: Leading with Information Technology (B)

By: Stephen P. Bradley and Kelley Porter
With Multi-currency HORIZON, a real-time multi-currency accounting system that replaced the traditional batch-oriented single-currency accounting system, successfully launched, State Street Corp. (State Street) began to focus on growing the scope of its business... View Details
Keywords: Accounting; Trends; Global Strategy; Growth and Development Strategy; Competitive Strategy; Information Technology; Value Creation; Financial Services Industry
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Bradley, Stephen P., and Kelley Porter. "State Street Corporation: Leading with Information Technology (B)." Harvard Business School Case 799-034, January 1999.
  • April 2006
  • Background Note

Designing Sustainable Service Models

By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details
Keywords: Business Model; Customers; Design; Managerial Roles; Consumer Behavior; Service Operations; Power and Influence; Value
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Frei, Frances X. "Designing Sustainable Service Models." Harvard Business School Background Note 606-031, April 2006.
  • May 2016 (Revised January 2018)
  • Case

Improving Repurchase Rates at zulily

By: Thales Teixeira and Sarah McAra
In February 2015, zulily cofounder and CEO Darrell Cavens faced a major challenge in his business, a Seattle-based daily deals site that catered to moms. The more he spent to acquire new customers, the less he retained them in the form of repeat purchases. This was an... View Details
Keywords: Zulily; Repurchase; E-commerce; Online Shopping; Fashion; Customer Relationship Management; Internet and the Web; Digital Marketing; Customer Satisfaction; Fashion Industry; Retail Industry; Seattle
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Teixeira, Thales, and Sarah McAra. "Improving Repurchase Rates at zulily." Harvard Business School Case 516-083, May 2016. (Revised January 2018.)
  • October 2011
  • Case

Raleigh & Rosse: Measures to Motivate Exceptional Service

By: Robert Simons and Michael Mahoney
In January 2010, U.S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the class action lawsuit is the famous Raleigh & Rosse performance measurement system previously thought to be the core of... View Details
Keywords: Control Systems; Performance Measurement; Goal Setting; Compensation; Incentives; Motivation; Sales Compensation; Motivation and Incentives; Goals and Objectives; Growth Management; Lawsuits and Litigation; Organizational Culture; Management Systems; Customer Focus and Relationships; Employees; Performance Evaluation; Compensation and Benefits; Retail Industry; United States
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Simons, Robert, and Michael Mahoney. "Raleigh & Rosse: Measures to Motivate Exceptional Service." Harvard Business School Brief Case 114-353, October 2011.
  • September 1995 (Revised February 1996)
  • Case

Apollo Hospitals of India (A)

Dr. Prathap Reddy has created India's first corporate hospital, Apollo Hospitals of Madras. The hospital is managed according to an integrated philosophy of customer service and support to employees. A new hospital, in the city of Hyderabad, has not performed as well,... View Details
Keywords: Employee Relationship Management; Franchise Ownership; Health Care and Treatment; Customer Focus and Relationships; Business Strategy; Health Industry; India
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Loveman, Gary W., and Jamie O'Connell. "Apollo Hospitals of India (A)." Harvard Business School Case 396-027, September 1995. (Revised February 1996.)
  • Video

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

  • August 2007 (Revised July 2008)
  • Case

HCL Technologies (A)

By: Linda A. Hill, Tarun Khanna and Emily Stecker
When Vineet Nayar became president of HCL Technologies, a global IT services business, in April 2005, he knew the company needed drastic change. Since its founding as a hardware company in the 1970s, HCL had grown into an enterprise with $3.7 billion in revenues and a... View Details
Keywords: Customer Relationship Management; Multinational Firms and Management; Employee Relationship Management; Leading Change; Organizational Change and Adaptation; Competition; Information Technology Industry; Service Industry; India
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Hill, Linda A., Tarun Khanna, and Emily Stecker. "HCL Technologies (A)." Harvard Business School Case 408-004, August 2007. (Revised July 2008.)
  • July 2012
  • Case

Performance Management at Vitality Health Enterprises, Inc.

By: John Bingham and Michael Beer
Vitality Health Enterprises, a medium-sized firm that manufactures health and personal care products, has experienced six straight quarters of strong revenue growth. James Hoffman, the new Senior Vice President of Human Resources, fears that the chain of success is... View Details
Keywords: Performance Evaluation; Motivation and Incentives; Compensation and Benefits; Talent and Talent Management; Health Industry; Consumer Products Industry; Manufacturing Industry; United States
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Bingham, John, and Michael Beer. "Performance Management at Vitality Health Enterprises, Inc." Harvard Business School Brief Case 913-501, July 2012.
  • 26 May 2003
  • Research & Ideas

What Your Competition is Telling You

competitors can help grow the market for your products and services, thereby boosting your sales at a time when, with the U.S. slowdown entering its third year, new revenue is exceedingly hard to find. Moreover, the presence of a... View Details
Keywords: by David Stauffer
  • 25 Apr 2014
  • Video

Jim Alexandre - Making A Difference

  • August 1995 (Revised January 2024)
  • Supplement

Health Stop (B): Starting Up

By: Regina E. Herzlinger
Describes the long waiting time experienced by customers in Health Stops and asks students to specify the changes in its business model which could help solve the problem. View Details
Keywords: Business Model; Customer Focus and Relationships; Customer Satisfaction; Health Industry; Retail Industry
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Herzlinger, Regina E. "Health Stop (B): Starting Up." Harvard Business School Supplement 196-051, August 1995. (Revised January 2024.)

    Patrick Chalhoub

    Keywords: Luxury, retail
    • April 1987 (Revised January 1990)
    • Background Note

    The New Intimacy

    By: Benson P. Shapiro
    Describes how close relationships with customers require close interfunctional and interdivisional coordination. Explains where the closest vendor/customer relationships arise and how they stress internal coordination. Also enumerates and briefly describes the way in... View Details
    Keywords: Customer Focus and Relationships
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    Shapiro, Benson P. "The New Intimacy." Harvard Business School Background Note 587-121, April 1987. (Revised January 1990.)
    • Article

    Reimagining the Balanced Scorecard for the ESG Era

    By: Robert S. Kaplan and David McMillan
    Companies are increasingly aware that their customers and society in general expect businesses to adopt and work towards social and environmental objectives as well as the traditional financial ones. This involves not only re-evaluating firms’ models but re-imagining... View Details
    Keywords: ESG (Environmental, Social, Governance) Performance; Business Ecosystems; Balanced Scorecard; Adaptation; Business Model; Business and Stakeholder Relations
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    Kaplan, Robert S., and David McMillan. "Reimagining the Balanced Scorecard for the ESG Era." Harvard Business Review Digital Articles (February 3, 2021).

      Jacqueline Ng Lane

      Jackie Lane is an Assistant Professor in the Technology and Operations Management Unit at Harvard Business School and a co-Principal Investigator of the Laboratory for Innovation Science at Harvard (LISH) at the Digital Data Design Institute (D^3) at Harvard. She... View Details

      • February 2008 (Revised May 2010)
      • Case

      Laurence Longren: End Game

      By: Howard H. Stevenson and Shirley M. Spence
      This case examines a successful 64-year old as he considers his goals, and how he should be spending his time, at this stage of his life. It briefly recounts his life story, and provides a special focus on personal financial planning and wealth management issues. View Details
      Keywords: Age; Financial Management; Time Management; Personal Development and Career; Planning
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      Stevenson, Howard H., and Shirley M. Spence. "Laurence Longren: End Game." Harvard Business School Case 808-076, February 2008. (Revised May 2010.)
      • 23 Feb 2018
      • Blog Post

      How to thrive as an Introvert at HBS

      have to be a person who gets energy from all of this constant social interaction (an extrovert) to be happy here. I, however, am an introvert. That does not mean I am shy. I love talking to people and... View Details
      • 26 Feb 2019
      • HBS Seminar

      Christopher Hsee, University of Chicago Booth School of Business

      • 12 Apr – 24 May 2017
      • HBS Online

      HBX Leading with Finance

      Leading with Finance helps you build an intuitive understanding of finance to better communicate with key stakeholders and grow your career. Target audience: HBS alumni and colleagues; recommend to someone from your professional or personal network. View Details

        Using Gen AI for Early-Stage Market Research - Harvard Business Review

        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
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