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February 2018 (Revised October 2019)
Case

HubSpot and Motion AI: Chatbot-Enabled CRM

By: Jill Avery and Thomas Steenburgh

HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software platform that enabled companies to easily build and deploy chatbots, fueled by artificial intelligence, to interact... View Details

February 2018
Article

Retention Futility: Targeting High-Risk Customers Might Be Ineffective.

By: Eva Ascarza

Companies in a variety of sectors are increasingly managing customer churn proactively, generally by detecting customers at the highest risk of churning and targeting retention efforts towards them. While there is a vast literature on developing churn prediction models... View Details

Keywords: Retention/churn; Proactive Churn Management; Field Experiments; Heterogeneous Treatment Effect; Machine Learning; Customer Relationship Management; Risk Management

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January 2018 (Revised January 2020)
Case

People Analytics at McKinsey

By: Jeffrey T. Polzer and Olivia Hull

A private equity–backed fast food chain has hired McKinsey’s new People Analytics group to help it improve performance. As the final client workshop approaches, Associate Partner Alex DiLeonardo ponders the best way to present the team’s findings, especially those that... View Details

Keywords: Talent and Talent Management; Customer Relationship Management; Forecasting and Prediction; Cost Management; Human Resources; Employees; Recruitment; Retention; Selection and Staffing; Measurement and Metrics; Performance; Performance Capacity; Performance Efficiency; Performance Evaluation; Performance Improvement; Consulting Industry; Service Industry

January 2018
Case

Viacom: Democratization of Data Science

By: Shane Greenstein and Christine Snively

In two short years, Viacom’s Data Science & Advanced Analytics team built a web platform called Science Central that allowed employees from Viacom’s 20+ cable networks to access television audience insights through three data science apps. In the past, employees would... View Details

Keywords: Data Science; Big Data; Digital Platforms; Analytics and Data Science; Expansion; Strategic Planning

January 2018 (Revised January 2021)
Background Note

Customer Lifetime Social Value (CLSV)

By: Elie Ofek, Barak Libai and Eitan Muller

One of the hallmarks of the digital revolution is the rise of the socially connected consumer. Concomitantly, the ability of companies to affect and measure the social interactions among customers has grown tremendously. Consequently, in assessing the full value of... View Details

Keywords: Customer Lifetime Value; Customer Management; Social Contagion; Word Of Mouth; Customer Engagement; Customer Value and Value Chain; Measurement and Metrics; Customer Relationship Management

January 2018 (Revised June 2018)
Case

Medtronic: Navigating a Shifting Healthcare Landscape

By: Robert S. Kaplan, Michael E. Porter, Thomas W. Feeley and Alee Hernandez

Medtronic is adapting its strategy to changes in healthcare competition and payments. It has decided to develop new relationships with payers, hospitals, and physicians to become more accountable for patient outcomes and total costs. The case describes new forms of... View Details

Keywords: Value Based Health Care; Bundled Payments; Health Care and Treatment; Cost Management; Value Creation; Supply Chain Management; Customer Value and Value Chain; Medical Devices and Supplies Industry; Medical Devices and Supplies Industry; United States; Netherlands

January 2018 (Revised August 2020)
Background Note

Continuous Software Development: Agile's Successor

By: Jeffrey J. Bussgang, Samuel Clemens and Olivia Hull

In recent years, the twin software development methodologies of continuous delivery and continuous deployment have risen to prominence in the start-up world and beyond. These methods have enabled technology companies large and small to accelerate their product... View Details

January 2018
Case

Kids & Company: Entering the U.S.

By: Boris Groysberg, Matthew G. Preble and Katherine Connolly Baden

In April 2017, Victoria Sopik and Jennifer Nashmi, CEO and CFO (respectively) of Kids & Company, a Canadian childcare provider that they had co-founded in the early 2000s and developed into a nearly 100-unit enterprise, are discussing how the company should proceed... View Details

January–February 2018
Article

Ads That Don't Overstep: How to Make Sure You Don't Take Personalization Too Far

By: Leslie John, Tami Kim and Kate Barasz

Data gathered on the web has vastly enhanced the capabilities of marketers. With people regularly sharing personal details online and internet cookies tracking every click, companies can now gain unprecedented insight into individual consumers and target them with... View Details

Keywords: Digital Marketing; Customization and Personalization; Information; Customers; Attitudes

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January–February 2018
Article

Some Customers Would Rather Leave Without Saying Goodbye

By: Eva Ascarza, Oded Netzer and Bruce G.S. Hardie

We investigate the increasingly common business setting in which companies face the possibility of both observed and unobserved customer attrition (i.e., “overt” and “silent” churn) in the same pool of customers. This is the case for many online-based services where... View Details

Keywords: Churn; Retention; Attrition; Customer Base Analysis; Hidden Markov Models; Latent Variable Models; Customer Relationship Management; Consumer Behavior

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2018
Chapter

Why Do So Many Chinese Students Come to the United States?

By: William C. Kirby

Many books offer information about China, but few make sense of what is truly at stake. The questions addressed in this unique volume provide a window onto the challenges China faces today and the uncertainties its meteoric ascent on the global horizon has provoked.... View Details

Keywords: Asia; China; Emerging Country; Students; Education; Higher Education; Globalization; International Relations; History; Society; Education Industry; Asia; China; United States

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December 2017 (Revised January 2018)
Case

Alltech

By: David E. Bell and Natalie Kindred

Alltech was a Lexington, Kentucky–based producer of supplements for animal feed, with revenues of over $2 billion (projected to reach $3 billion in 2018), sales in 120 countries, 5,000 employees, and 100 manufacturing plants worldwide. For nearly four decades, Alltech... View Details

December 2017 (Revised January 2018)
Case

NatureSweet

By: Jose Alvarez, Forest Reinhardt and Natalie Kindred

This case describes the business model and workplace philosophy of NatureSweet, a privately owned, vertically integrated greenhouse grower and marketer of fresh tomatoes with sales across the United States and $329 million in 2016 revenues. CEO Bryant Ambelang treated... View Details

December 2017
Article

Discordant vs. Harmonious Selves: The Effects of Identity Conflict and Enhancement on Sales Performance in Employee-Customer Interactions

By: Lakshmi Ramarajan, Nancy Rothbard and Steffanie Wilk

Across multiple studies, we examine how identity conflict and enhancement within people affect performance in tasks that involve interactions between people through two mechanisms: role-immersion, operationalized as intrinsic motivation, and role-taking,... View Details

Keywords: Identity; Interpersonal Communication; Sales; Performance

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November 2017 (Revised July 2018)
Case

Royal Philips: Designing Toward Profound Change

By: Srikant M. Datar, Rajiv Lal and Caitlin N. Bowler

This case explores Royal Philips CEO Frans van Houten's bold use of design research to inform a critical strategic decision: Should Philips leave its storied lighting business behind in favor of complete focus on health technology and consumer lifestyle products?... View Details

Keywords: Design Research; Health Technology; Innovation; Design; Research; Decision Choices and Conditions; Strategy; Organizational Change and Adaptation; Transformation

November 2017 (Revised September 2020)
Supplement

Miami's Tech Future (B): Building the Entrepreneurial Ecosystem

By: Rosabeth Moss Kanter

In 2017, Miami was rated #1 among U.S. cities for startups, but about 40th for “scale-ups” – growth companies. This case shows how leaders of incubators and accelerators supported startups and a culture of entrepreneurship, but also describes some factors limiting... View Details

Keywords: Scaling; Growth; Startup; Community Engagement; Community Impact; Community Relations; Business Startups; Entrepreneurship; Information Technology; Growth and Development Strategy; Business and Community Relations; Miami; Florida

November 2017 (Revised September 2020)
Case

Miami's Tech Future (A): Twenty-first Century Changes and Challenges

By: Rosabeth Moss Kanter

In the decade starting in 2000, a new mayor focused on infrastructure and leadership from a foundation investing in arts and culture helped the Miami region transform and attract younger people to a newly vibrant central city and arts district. In 2011, the Knight... View Details

Keywords: Change; Leadership; Business and Community Relations; Strategic Planning; Technology Industry; Miami; Florida

October 2017 (Revised August 2018)
Case

HTC and Virtual Reality

By: David B. Yoffie, Andy Wu and Allison M. Ciechanover

In fall 2017, HTC CEO and Chairperson Cher Wang was driving the company to focus on virtual reality (VR). HTC's first VR product, VIVE, released in spring 2016, was applauded for its superior immersive room-scale capabilities. However, early adoption of VR beyond... View Details

Keywords: Virtual Reality; Strategy; Competition; Information Technology; Innovation and Management; Consumer Behavior; Customer Relationship Management; Technology Industry

October 2017 (Revised April 2019)
Case

Eastern Bank: Innovating Through Eastern Labs

By: Karen Mills, Dennis Campbell and Aaron Mukerjee

Eastern Bank is a 200-year-old New England mutual bank with a community focus. Eastern specializes in small business lending, having made strategic investments to become the top SBA lender in New England in the midst of the Great Recession, when other banks were... View Details

Keywords: Banks and Banking; Technological Innovation; Entrepreneurship; Management

September 2017 (Revised September 2023)
Case

Chase Sapphire: Creating a Millennial Cult Brand

By: Shelle Santana, Jill Avery and Christine Snively

The launch of the Chase Sapphire Reserve credit card was enthusiastically received by millennial consumers, a cohort that had previously eluded JPMorgan Chase and its competitors. With the one-year anniversary of the launch approaching, managers are focused on... View Details

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