Customer Focused Organization - Publications - Faculty & Research

01 Dec 2010
News

The Transformers

special set of clients. “We aimed to serve disadvantaged populations and the organizations that serve those populations.” From the beginning, Bridgespan has focused on a special set of clients. “We aimed to... View Details

Keywords: Roger Thompson; Management, Scientific, and Technical Consulting Services; Professional Services

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Managing Service Operations - Course Catalog

depends upon it. Yet, service organizations are often designed and managed in a way that prevents us from realizing our potential. Service organizations are complex and diverse, and they continue to grow in... View Details

24 Oct 2024
Blog Post

Trailblazing Success with Global Reach and Impact: Scott Wallinger (AMP 82, 1979)

forest managers to HR, accounting, and public relations functions. It gave me even more exposure as I participated in state and regional forestry organizations while overseeing various technical and research functions. By the time my... View Details

01 Jun 1996
News

New Releases

of confidence that demonstrates the risks of neglecting customer and employee relationships in the face of large-scale change. Once the world's most admired corporation, IBM stumbled badly in the early 1990s. The company, now making a... View Details

18 Jun 2001
Research & Ideas

Caught in the Cogs: When Manufacturing and IT Meet

Manufacturing and information technology these days go together like bread and butter. But it wasn't always so. As Professor David Upton pointed out in a Global Alumni Conference panel titled "E-Commerce and the New Operations," it wasn't that long ago that... View Details

Keywords: by Jim Aisner

23 Jan 2020
News

Bringing Education Back Home

and started to talk about how we could improve the situation. “We ended up with an idea of starting a smaller university focused to low-income students coming from the really poor families who were high achievers during high school. We... View Details

Keywords: Educational Services

15 Oct 2014
Blog Post

HBS Class of 2016

essential to your organization. Your parameters can be tightly focused (targeting students with previous manufacturing experience hoping to pursue a career in Singapore) or broad (all students with consulting and finance experience); it... View Details

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Field Course: Value Creation in Small and Medium Firms - Course Catalog

HBS Course Catalog Field Course: Value Creation in Small and Medium Firms Course Number 6453 Senior Lecturer Jason Pananos Spring; Q3Q4; 3.0 credits 12 2-hour Sessions Project Overview: VCSME is a field course focused on operating and... View Details

27 Jun 2007
Lessons from the Classroom

Learning to Make the Move to CEO

customer and product markets, and geopolitical environments. Professor William Fruhan leads the corporate finance piece of the curriculum, providing perspective on the globalization of financial markets. "Increasingly, there is more... View Details

Keywords: by Julia Hanna; Education

24 Jul 2018
First Look

New Research and Ideas, July 24, 2018

develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to... View Details

Keywords: Dina Gerdeman

August 1991 (Revised September 1994)
Background Note

What Is Industrial Marketing?

By: V. Kasturi Rangan

Discusses the key distinguishing aspects of industrial as compared to consumer marketing. These differences are highlighted for organizational as well as marketing mix aspects. View Details

Keywords: Customer Relationship Management; Innovation Strategy; Growth and Development Strategy; Marketing Channels; Marketing Strategy; Marketplace Matching; Organizational Change and Adaptation; Core Relationships; Industrial Products Industry; Manufacturing Industry

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In-Office, Remote, or Hybrid: Strategies for Success - Recruiting

stay energized and effective. Mirror the rhythms of your in-office days: take short breaks, block time for focused work, and build in physical activity. Simple habits like standing during meetings or taking a walk during phone calls can... View Details

October 2001 (Revised November 2001)
Case

Club Med (C): The "Re-New" Plan

By: Frances X. Frei, Daniel Rethazy and Hanna Rodriguez-Farrar

Supplements the (A) and (B) cases. View Details

Keywords: Business Subsidiaries; Industry Structures; Competitive Advantage; Organizational Culture; Cost; Customer Satisfaction; Accommodations Industry; United States

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01 Mar 2014
News

Faculty and Alumni Books for March 2014

a short, traditional text with a living website and cover such fundamental topics as accounting and tax, mortgages, capital markets, REITs and more. It also addresses the 2008 financial crisis and its impact on the real-estate profession. View Details

01 Dec 2002
News

Building a Network for Social Enterprise in Latin America

two-year research cycle, which focuses on the collaborations between businesses and nongovernmental organizations (NGOs). For example, in 1997, the supermarket chain H-E-B expanded its regional base from... View Details

01 Mar 2005
News

Venture Capital’s Comeback

there were great rewards for VCs who focused on a very specific investment category, such as online pet food. You could invest in five or six companies in the same area and do quite well with all of them,” he explains. Now, across the... View Details

Keywords: Roger Thompson; Securities, Commodities, and Other Financial Investments; Finance

24 Sep 2021
Blog Post

Alumni Spotlight: Career Advice from Alums Working in Climate

is a real need for MBAs to fill key business roles, even at the smaller startups where I was focusing my search. Sometimes, the roles were already well-defined, like Business Operations or Corporate Strategy, but other times, I was able... View Details

08 Feb 2011
First Look

First Look: Feb. 8

governance and civil society. At the same time, however, professionals in the West are under increasing pressure from commercialism or skepticism about their ability to rise above self-interest. This book focuses on professionals in China... View Details

Keywords: Sean Silverthorne

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Creating Brand Value - Course Catalog

aggressively buying consumers’ brand loyalty at the same time they are firing their customers. Customer relationship management (CRM) investments have failed to deliver on their promise and are often hurting rather than helping the... View Details

01 Sep 2013
News

The New Rules of E-Commerce

Mikitani (MBA 1993) is not shy about pursuing the big idea, in this case a belief that English is the lingua franca of business and learning it would give his organization a competitive edge. Rakuten, founded in 1997, operates an online... View Details

Keywords: Sean Silverthorne; e-commerce; News, Library, Internet, and Other Services; Information; Miscellaneous Store Retailers; Retail Trade

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