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Show Results For
- All HBS Web
(7,916)
- People (9)
- News (1,433)
- Research (5,729)
- Events (20)
- Multimedia (9)
- Faculty Publications (4,095)
- 21 Oct 2002
- Research & Ideas
The Parable of the Bungled Baggage And the Unhappy Customer
program identifies our very best customers. And our very best customers often fly one or two times a week. Now, you're not in that category of frequent flyers, but because you're talking with the top View Details
Keywords: by W. Earl Sasser
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
Management That Works: How to Sell in a World That Never Stops Changing, Cespedes, a senior lecturer at Harvard Business School, offers research-based insight and context, and presents sales productivity not only as a core way to increase... View Details
Keywords: by Kristen Senz
- February 2010 (Revised September 2011)
- Case
Local Motors: Designed by the Crowd, Built by the Customer
By: Michael I. Norton and Jeremy Dann
In the wake of the meltdown among U.S. auto manufacturers in 2009, Jay Rogers, CEO of Local Motors, has a new approach for the automotive industry: decide which models are produced through online design competitions, and then allow customers to "build their own cars"... View Details
Keywords: Business Startups; Customer Focus and Relationships; Collaborative Innovation and Invention; Product Design; Product Development; Creativity; Social and Collaborative Networks; Customization and Personalization; Auto Industry; Manufacturing Industry; United States
Norton, Michael I., and Jeremy Dann. "Local Motors: Designed by the Crowd, Built by the Customer." Harvard Business School Case 510-062, February 2010. (Revised September 2011.)
- 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
Keywords: CRM; Sales Management; Customer Service; Artificial Intelligence; B2B Vs. B2C; Business Marketing; SaaS; Marketing; Marketing Strategy; Brands and Branding; Customer Focus and Relationships; Sales; Salesforce Management; Technological Innovation; Applications and Software; Customer Relationship Management; AI and Machine Learning; Technology Industry; Service Industry; United States; North America
Avery, Jill, and Thomas Steenburgh. "HubSpot and Motion AI: Chatbot-Enabled CRM." Harvard Business School Case 518-067, February 2018. (Revised October 2019.)
- Teaching Interest
Managing Corporate Entrepreneurship
Professors Vijay Govindarajan and Chris Trimble
To stay on top, corporations must learn to continuously create, grow, and profit from completely new ways of doing business. They must simultaneously pursue both excellence in their existing business and... View Details
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
Managing Churn to Maximize Profits with Aurélie Lemmens, an associate professor at the Tilburg School of Economics and Management. They propose a new method to target customers that potentially boosts a... View Details
- September 2008
- Case
Steven Scheyer: Renegotiating the Newell Rubbermaid Relationship with Wal-Mart
By: James K. Sebenius and Ellen Knebel
In April 2001, Newell Rubbermaid's incoming CEO Joe Galli tapped Steve Scheyer to become President of Newell Rubbermaid's soon-to-be-created Wal-Mart Division. Scheyer had to renegotiate a partnership with Wal-Mart--Rubbermaid's largest customer--that had grown... View Details
- 12 Jan 2023
- News
10 Ways to Boost Customer Satisfaction
- Research Summary
Managing Innovation
I continue to study the disruptive processes by which innovation transforms -- or fails to transform -- industries and companies. There are three elements to these transformations. The first is a technological enabler -- an innovation that makes complicated, expensive... View Details
- Research Summary
Managing Marketspace Service Interfaces
Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details
- Research Summary
Lean Startup Management Practices
Many information technology startups have embraced "lean startup" management practices. Lean startups confront high levels of uncertainty about both customer problems and product solutions: the strength of demand for new... View Details
- 25 Oct 2012
- Research & Ideas
10 Reasons Customers Might Resist Windows 8
called the "Charm Bar." Give Microsoft credit for innovation. But will corporate customers rush to embrace the change, or will they resist it at first? Signs point to resistance, according to Rosabeth Moss Kanter, the Ernest L.... View Details
- 30 Mar 2003
- Research & Ideas
How Your Employees and Customers Drive a New Value Profit Chain
recognition, and involvement of top management in the hiring and retention decisions regarding large numbers of managers. Many organizations don't know the profitability of their existing customers. Many treat all View Details
Keywords: by Manda Mahoney
- August 2009
- Case
The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co.
By: Willy C. Shih, Chen-Fu Chien, Chintay Shih and Jack Chang
When L.C. Tu receives an emergency order, he is confronted with a range of production scheduling choices, each of which has unique costs and trade-offs. The case was designed to help students understand job-shop style production and the impact of disruptions and... View Details
Keywords: Disruption; Customer Relationship Management; Decision Choices and Conditions; Cost; Order Taking and Fulfillment; Production; Semiconductor Industry; Taiwan
Shih, Willy C., Chen-Fu Chien, Chintay Shih, and Jack Chang. "The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co." Harvard Business School Case 610-003, August 2009.
- Research Summary
Managing Networked Businesses
Platform-based businesses that leverage network effects face a distinctive set of management challenges. A platform encompasses components and rules that facilitate interactions between the platform's users. A platform-based product or service exhibits a network... View Details
- 10 Jul 2017
- Op-Ed
Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos
much better relationships with their customers than do airlines, they still can learn from United’s experience. The smart move is to avoid the problems—bad service, snarly employees, dangerous... View Details
- September–October 2024
- Article
How AI Can Power Brand Management
By: Julian De Freitas and Elie Ofek
Marketers have begun experimenting with AI to improve their brand-management efforts. But unlike other marketing tasks, brand management involves more than just repeatedly executing one specialized function. Long considered the exclusive domain of creative talent, it... View Details
Keywords: Creativity; AI and Machine Learning; Brands and Branding; Product Positioning; Customer Focus and Relationships
De Freitas, Julian, and Elie Ofek. "How AI Can Power Brand Management." Harvard Business Review 102, no. 5 (September–October 2024): 108–114.
- May 2003
- Module Note
Managing Product Development
By: Stefan H. Thomke
Introduces students to the managerial aspects critical to conceiving, designing, and developing innovative products and services. Considers the full range of activities required: learning about customer needs, understanding and managing experimentation and problem... View Details
- May 2007
- Article
Managing Your Boss
By: John J. Gabarro and John P. Kotter
The best way to make a major impact in your organization? Forge a strong relationship with your boss. You'll get the support and resources you need to put your great ideas into action. But "managing up" isn't easy. For example, if you're reporting to a new CEO, you... View Details
Gabarro, John J., and John P. Kotter. "Managing Your Boss." Managing Up, 2nd Edition (HBR Article Collection). Harvard Business Review 85, no. 5 (May 2007).
- February 2025 (Revised February 2025)
- Case
Managing Complexity at mymuesli
By: Thomas Graeber and Stacy Straaberg
In April 2009, direct-to-consumer e-commerce muesli brand mymuesli faced a flood of customer questions. The breakfast cereal startup enabled users to order personalized muesli on its website by choosing from 75 organic ingredients for a total of 566 quadrillion... View Details