Publications

05 Dec 2008
News

New Book Reveals How Customer and Employee Ownership Adds Business Value

March 2011
Module Note

Quantitative Analysis of Competitive Position: Customer Demand and Willingness to Pay

By: David J. Collis

This note is designed to provide strategists with tools to perform two critical customer-related analyses: determining willingness to pay — the estimation of how much a given customer would be willing to pay for a particular product or service; and demand estimation —... View Details

Keywords: Price; Demand and Consumers; Competitive Advantage; Management Analysis, Tools, and Techniques; Market Participation; Segmentation

January–February 2020
Article

Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth

By: Rob Markey

Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers.

Loyalty-leading companies operate differently. They create systems for... View Details

Keywords: Customer Experience; Customer Value; Customer Centric Initiative; Customer Focused Organization; Customer Lifetime Value; Customer Focus and Relationships; Customer Value and Value Chain; Operations; Business Strategy

April 2009 (Revised July 2009)
Exercise

Bringing AMP Home: Personal Case Study

By: Michael L. Tushman

This exercise helps AMP participants build their own personal case study. They develop a gap statement, do formal root cause analysis, and action planning. This exercise is done for each participant and each phase is shared with living group colleagues. View Details

Keywords: Cases; Personal Development and Career; Education; Management

The field of customer experience (CX) design — which aims to ensure that customers have positive touch points with companies while buying and consuming their products and services — has grown quickly in recent years. Research has shown that memorable experiences,... View Details

February 1982
Case

MCI Telecommunications Corp. (B): Customer Service Strategy and Organization

By: John F. Cady and Frank V. Cespedes

Keywords: Customer Relationship Management; Customer Focus and Relationships; Strategy; Telecommunications Industry

December 2022
Article

Shaping Nascent Industries: Innovation Strategy and Regulatory Uncertainty in Personal Genomics

By: Cheng Gao and Rory McDonald

In nascent industries—whose new technologies are often poorly understood by regulators—contending with regulatory uncertainty can be crucial to organizational survival and growth. Prior research on nonmarket strategy has largely focused on established firms in mature... View Details

Keywords: Technological Change; Innovation; Qualitative Methods; New Categories; Entrepreneurship; Technological Innovation; Governing Rules, Regulations, and Reforms; Risk and Uncertainty; Strategy

Read Now

1994
Chapter

Person and Environment in Talent Development: The Case of Creativity

By: T. M. Amabile, E. Phillips and M. A. Collins

Keywords: Talent and Talent Management; Creativity; Personal Characteristics

26 Jul 2016
Research & Ideas

Where will Pokémon Go with Your Personal Information?

data and how they go about monetizing it? Or is it free reign and whatever they don’t capitalize on, someone else quickly will? Shih: I’d be more in the latter camp. I remember working for IBM in August of... View Details

Keywords: Re: Willy C. Shih; Video Game; Entertainment & Recreation

23 Jun 2008
Research & Ideas

Innovative Ways to Encourage Personal Savings

have much money to begin with can make savings more feasible or more fun, or both. Given the diversity of financial conditions, social settings, and personal circumstances of families, View Details

Keywords: by Martha Lagace; Financial Services

07 Dec 2015
Research & Ideas

The Rise of Personalized Entrepreneurial Finance and Other VC Trends

Over the last ten years, technology has reduced entire catalogues of consumer goods to devices that fit in the palms of our hands. Phones are smarter, networks are faster, and more people have access to more information than ever before.... View Details

Keywords: Re: Josh Lerner; Financial Services; Banking

Article

High School Curriculum and Financial Outcomes: The Impact of Mandated Personal Finance and Mathematics Courses

By: Shawn Cole, Anna Paulson and Gauri Kartini Shastry

Financial literacy and cognitive capabilities are convincingly linked to the quality of financial decision-making. Yet, there is little evidence that education intended to improve financial decision-making is successful. Using plausibly exogenous variation in exposure... View Details

Keywords: Financial Literacy; Cognitive Capability; Secondary Education; Personal Finance; Decision Making

Read Now

01 May 2019
News

Getting Personal With Precision Medicine

05 Mar 2019
News

Make Customers Happier with Operational Transparency

April 1995 (Revised April 1995)
Case

Pillsbury: Customer Driven Reengineering

By: Robert S. Kaplan

Pillsbury is transforming itself from an integrated producer of flour and bakery products to a value-added supplier of premium branded products. After initial successes applying activity-based costing to manufacturing operations, two senior executives decide to... View Details

Keywords: Organizational Change and Adaptation; Production; Cost Management; Activity Based Costing and Management; Customer Value and Value Chain; Food and Beverage Industry

Educators

2008
Chapter

Models of Customer Value

By: Sunil Gupta and Donald R. Lehmann

Keywords: Customer Value and Value Chain

October 1994 (Revised March 1995)
Case

Monitor Company: Personal Leadership on Diversity

Several members of a consulting firm work to develop ways to build and nurture a more diverse work environment while reflecting on personal experiences that help them to become leaders in issues of diversity. View Details

Keywords: Leadership; Organizational Culture; Diversity Characteristics; Consulting Industry

Educators

February 2009
Case

HP: The Computer is Personal Again

By: Rajiv Lal and Cathy Ross

In September 2008, Todd Bradley, executive vice president of Hewlett-Packard Company's Personal Systems Group (PSG), gathered his thoughts before a meeting with his top executives and managers for product design and marketing. On the agenda was a discussion of... View Details

Keywords: Revenue; Product Positioning; Corporate Strategy; Computer Industry; Retail Industry

Educators