Customer Management - Publications - Faculty & Research

06 Sep 2016
First Look

September 6, 2016

September 2016 Harvard Business Review How to Tackle Your Toughest Decisions By: Badaracco, Joseph L. Abstract—The toughest calls managers have to make come in situations when they have worked hard to gather the facts and have done the... View Details

Keywords: Carmen Nobel

14 May 2012
Research & Ideas

Breaking the Smartphone Addiction

business services team effectiveness, and overall case experience. It is becoming part of the culture—the future of BCG." The Cycle Of Responsiveness: The Root Of The 24/7 Habit The reason PTO can be so effective for both individuals' work-lives and the work... View Details

Keywords: by Leslie A. Perlow

01 Sep 2012
News

Alumni Books

best innovations: Find and fill an important unmet customer need. Plan for profitability. Strive for sustainability. Establish credibility. Gather necessary resources. Lead and manage effectively. Maintain... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services; Publishing Industries (except Internet); Information

17 Oct 2017
First Look

First Look at New Research and Ideas, October 17, 2017

is associated with higher employee departure rates in stores where the manager is likely to be more informed than headquarters (stores that serve repeat customers or customers... View Details

Keywords: Sean Silverthorne

27 Dec 2015
Research & Ideas

The Most Popular Stories and Research Papers of 2015

to look at products as customers do: a way to get a job done. Creating a Positive Professional Image (19,535) In today’s diverse workplace, your actions and motives are constantly under scrutiny. Time to View Details

14 Mar 2011
Research & Ideas

Water, Electricity, and Transportation: Preparing for the Population Boom

at Schneider Electric, which is based in France, but does a third of its business in Brazil, Russia, India, and China. Unfortunately, it's hard to persuade people to institute those energy-saving measures. "Human beings don't like to change, and everything... View Details

Keywords: by Carmen Nobel

01 Apr 1996
News

New Releases

materials in their own training and development programs, focus on products covering key topics such as communication skills, change management, customer service, diversity, innovation, leadership, quality, sexual harassment, strategy,... View Details

06 Oct 2011
What Do You Think?

How Will the ‘Moneyball Generation’ Influence Management?

analysis. Many of them could be regarded as "indirect" performance measures, presumably of interest to managers and the investment analysts who regularly examine their work. They included such things as the proportion of new... View Details

Keywords: by James Heskett

01 Sep 2011
News

Coming Full Circle

Image by John Weber Related Links Featured research: "Think Customers Hate Waiting? Not so Fast..." Read Director John Korn's blog Did you know? HBS alumni include... As an assistant professor at Columbia Business School, Modupe Akinola... View Details

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

05 May 2003
Research & Ideas

Sharing the Responsibility of Corporate Governance

Rhetoric and Independence Are Not Enough: Empowering Managers and Directors to Do What Is Right, you challenge the adequacy of the Business Roundtable's assertion that the selection of a well-qualified and ethical CEO is the most... View Details

Keywords: by Carla Tishler

Web

Staff Directory | Baker Library

Collections & Archives Emilie Codega Manager, Customer Engagement Curriculum & Learning Services Debra Cuoco Paper Conservator for Special Collections Special Collections & Archives Debra is a paper conservator responsible for the... View Details

29 Sep 2015
Research & Ideas

Work 3.0: Redefining Jobs and Companies in the Uber Age

as Lyft, Postmates, Upwork, TaskRabbit, and scores of others like them—connect large numbers of independent contractors providing services with customers seeking those services. The companies profit by taking a cut of the revenue for... View Details

Keywords: by Andrei Hagiu; Transportation; Web Services

01 Dec 2004
News

Getting Personal

is trying to manage different and multiple brand messages for different audiences, using the Internet and various other forms of distribution. What else about marketing conventional wisdom invites reexamination? What I like about the BMW... View Details

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

01 Dec 2006
News

Inside Intel

was taken with the opening of Fab 3 in Livermore, California, in April 1973. It was here that the now familiar “bunny suit” was introduced. “The bunny suits and the whole routine were a huge joke around the company for years,” according to manufacturing View Details

Keywords: Richard S. Tedlow; Hanna, Julia; technology; manufacturing; innovation; Computer and Electronic Product Manufacturing; Manufacturing; Electrical Equipment, Appliance, and Component Manufacturing; Manufacturing

Web

Online Creating Brand Value Course | HBS Online

is and how it can be used as a competitive advantage Craft a compelling positioning statement and resonant brand story Understand the roles brands play in consumers’ lives and the importance of building enduring brand communities Learn how to View Details

23 Jun 2009
First Look

First Look: June 23

focuses on interoperability: vendors should enable products to work together so customers can realize the full benefit of complementary products offered by competing vendors. Following this principle enables products to connect to each... View Details

Keywords: Martha Lagace

12 Oct 1999
Research & Ideas

Value Judgments: Business Ethics Across Borders

"As different cultural traditions meet in the marketplace and inside organizations, managers face tough choices about the values that they and their organizations will live by," HBS professor Lynn Sharp Paine told participants... View Details

Keywords: by Judith A. Ross

22 Sep 2015
News

On a Mission to Have an Impact

After founding the online cosmetics service Eve.com, Varsha Rao (MBA 1995) is now heading global operations for Airbnb, helping customers of this mission-driven company gain richer travel experiences by connecting them more closely to the... View Details

January 2023
Case

Natura: Weathering the Pandemic at Brazil's Cosmetic Giant

By: Brian Trelstad, Pedro Levindo and Carla Larangeira

Brazil's Natura, a multi-brand cosmetics group, has taken several measures to safeguard the livelihoods of its thousands of employees and millions of sales representatives during the COVID-19 health and economic crisis. The company has also made strides in its efforts... View Details

Citation

Educators

06 Aug 2018
Research & Ideas

Supersmart Manufacturing Tools are Lowering Prices on TVs, Bulbs, and Solar Panels

Management Practice in Business Administration at Harvard Business School, who recently published a paper on the topic of technology commoditization in MIT Sloan Management Review. According to Shih,... View Details

Keywords: by Sean Silverthorne; Manufacturing; Electronics

Publications