Publications

October 2013 (Revised November 2015)
Case

Southwire and 12 For Life: Scaling Up? (A)

By: Jan W. Rivkin and Ryan Lee

Southwire, a leading maker of cable based in rural Georgia, has partnered with the local school system to staff a factory with at-risk high school students. The positive impact on student outcomes has been remarkable, and the factory makes a profit for the company. Now... View Details

Keywords: Partners and Partnerships; Production; Education; Business and Community Relations; Manufacturing Industry; Education Industry

Educators

Winter 2013
Article

How to Identify the Best Customers for Your Business

By: Frank V. Cespedes, James P. Dougherty and Ben S. Skinner III

How can businesses achieve profitable growth so that their costs don’t grow faster than sales? This article focuses on scaling a venture’s sales process and provides a methodology for identifying core customers and some implications for governance criteria and... View Details

Keywords: Customer Relationship Management; Growth Management; Sales

Article

Breaking up Is Never Easy: Planning for Exit in a Strategic Alliance

By: Ranjay Gulati, Parth Mehrotra and Maxim Sytch

This article highlights several important dimensions of planning for exit from strategic alliances and also offers several examples of the disastrous consequences of inadequate exit-planning. While many companies fall into the trap of having no exit plan, other... View Details

Keywords: Strategic Planning; Alliances; Partners and Partnerships; Corporate Strategy

November 2009
Article

The Nature of Partnering Experience and the Gains from Alliances

By: Ranjay Gulati, D. Lavie and H. Singh

Keywords: Partners and Partnerships; Alliances; Experience and Expertise

summer 2001
Article

Branding Means Connecting

By: Nancy F. Koehn

Keywords: Brands and Branding; Customer Relationship Management

1 Aug 1972
Conference Presentation

Communes, The Family and Sex Roles

By: R. M. Kanter

Keywords: Civil Society or Community; Family and Family Relationships; Gender

Web

Black Investment Club | MBA

Black Investment Club The Black Investment Club (BIC) seeks to address the massive underrepresentation of black investors in venture capital, private equity, and investment management by creating a platform to empower and advance the interests of our community. We... View Details

Article

Selling After the Crisis

By: Frank V. Cespedes

Like perishable goods in grocery stores, sales models have a sell-by date. As product standards evolve and new entrants emerge, buyers have more choices and demand more in terms of quality and performance across vendors. Firms that fail to adjust to changing customer... View Details

Keywords: Sales Model; Sales; Management; Customer Relationship Management; Health Pandemics

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Article

The Perils of Proactive Churn Prevention Using Plan Recommendations: Evidence from a Field Experiment

By: Eva Ascarza, Raghuram Iyengar and Martin Schleicher

Facing the issue of increasing customer churn, many service firms have begun recommending pricing plans to their customers. One reason behind this type of retention campaign is that customers who subscribe to a plan suitable for them should be less likely to churn... View Details

Keywords: Churn/retention; Field Experiment; Pricing; Tariff/plan Choice; Targeting; Customer Relationship Management; Price; Performance Effectiveness

Read Now

July 1993
Case

Air Miles Canada

By: Thomas O. Jones, Leonard A. Schlesinger and Roger H. Hallowell

Air Miles Canada both increases customer loyalty by rewarding shopping frequency at specified merchants, and enables its sponsors to develop a new, more complex understanding of their customers' (and potential customers') shopping habits, thus making future customer... View Details

Keywords: Programs; Customer Relationship Management; Information Management; Air Transportation Industry; Canada

Educators

20 Oct 2015
First Look

October 20, 2015

industries), and that there is a tight relationship between the direct impact of a shock and the magnitudes of the downstream and the upstream indirect effects. We then investigate the short-run propagation of four different types of... View Details

Keywords: Sean Silverthorne

22 Oct 2011
Conference Presentation

Principles and Practices of Long-Term Family Success

By: John A. Davis

Keywords: Family and Family Relationships; Success

April 2008
Teaching Note

Exercise: Customer-Operator Letter Writing (TN)

By: Frances X. Frei

Teaching Note for [608126]. View Details

Keywords: Customer Relationship Management; Operations