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  • All HBS Web  (2,566)
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    • News  (490)
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  • All HBS Web  (2,566)
    • People  (2)
    • News  (490)
    • Research  (1,702)
    • Events  (3)
    • Multimedia  (9)
  • Faculty Publications  (945)
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  • 01 Jun 2020
  • News

Staying the Course

a necessary first step in meeting the increasing demand for online educational tools. The newly remote DreamBox team decided to shift its focus to support, providing customer service not just for the 130,000... View Details
Keywords: April White; online education
  • 01 Oct 1996
  • News

Leading In a New Era

inattention to customer feedback — led to stagnating sales and declining profits. "When I walked into this company in 1994," says Claiborne's straight-talking chairman, president, and CEO Paul Charron, "it was a $2-billion corporation... View Details
Keywords: Nancy O. Perry
  • 01 Oct 2013
  • News

Banking on Africa's Future

and power generation. Asked to describe an investment that shows the Helios paradigm at work, Lawani, who divides his time equally between London and Africa, points to Kenya. "Several years ago," he explains, "we invested in a bank called Equity Bank that specializes... View Details
  • 01 Mar 2005
  • News

Venture Capital’s Comeback

companies now find their best customers in China and India, where U.S. technology products are in high demand. More importantly, the free flow of ideas and capital have created entrepreneurial hot spots around the globe, challenging... View Details
Keywords: Roger Thompson; Securities, Commodities, and Other Financial Investments; Finance
  • 01 Mar 2004
  • News

Protecting against the Erosion of Brand Value

brands of premium cachet and the premium prices that come with it. “The same forces that cause the commoditization of products and services precipitate the commoditization of brands,” they continue. Fortunately, managers aren’t helpless... View Details
Keywords: Publishing Industries (except Internet); Information
  • 01 Jun 1998
  • News

Renewing Baker: Tom Michalak, Executive Director of Baker Library

information broadly, I believe we're seeing a marriage of electronic and print media, wherein each medium has a complementary and important role. What are some interesting uses of technology at Baker Library? We are using information technology in almost every aspect... View Details
  • 01 Sep 2008
  • News

Building a Better MBA

other stakeholders in society. If academic critiques were not discouraging enough, Datar and Garvin distilled more bad news from their research. “There’s an escalating drumbeat of concerns from alums, from students, and from customers —... View Details
Keywords: Roger Thompson; Educational Services; Educational Services
  • 01 Mar 2004
  • News

Drug Imports a Hot Topic at Alumni Health-Care Conference

Conference Coverage on the Working Knowledge website. European Business Conference Seeks to Understand Differences Americans expect to find luxury goods at the mall. Europeans don’t. American shoppers expect to be waited on. U.K. View Details
Keywords: Educational Services; Educational Services
  • 01 Sep 2016
  • News

Clay Christensen on Competing Against Luck

outlines—the “theory of jobs to be done”—and how that concept might play out in the auto industry. —Dan Morrell Your theory essentially reframes how managers think about their products or services—as a sort of job that the customer is... View Details
  • 01 Mar 2007
  • News

The Plight of the Global Poor

impoverished Mexican families to build their own housing; or in Brazil, with Kodak’s no-frills camera/film packages, or the department store Magazine Luiza’s (see page 42) merchandise, payment plans, and customer service, all designed to... View Details
Keywords: Garry Emmons; bottom of the pyramid (BOP); Educational Services; Educational Services; Educational Services; Educational Services
  • 01 Apr 2000
  • News

Q & A: A Conversation with IRS Chief Charles Rossotti

that can't tell you exactly how much our customers have on deposit. We have 35-year-old systems for maintaining records on tape files. Our collection process and compliance examinations are months or years behind, largely due to... View Details
Keywords: Garry Emmons
  • 01 Mar 2012
  • News

Get Creative

Traps” (November 2006) and “Block-by-Blockbuster Innovation” (May 2010), along with her books SuperCorp and Confidence. How can companies tap their customers for innovative ideas? Carliss Baldwin Baldwin Firms have a tendency to look at... View Details
Keywords: Garry Emmons;Julia Hanna;Roger Thompson; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services
  • 01 Jun 2010
  • News

Michael Depatie

was ranked number one in guest satisfaction for 2009 by the Market Metrix Hospitality Index (based on over 130,000 hotel customer surveys), beating competitors including the Ritz-Carlton, W Hotels, and the Four Seasons. Michael Depatie... View Details
Keywords: Julia Hanna; Amusement, Gambling, and Recreation Industries; Arts, Entertainment; Accommodation; Hospitality
  • 01 Mar 2018
  • News

3-Minute Briefing: Lisandra Rickards (MBA 2010)

businesses from startup to scale up. An entrepreneur in the dental equipment business had just serviced a large government contract, which created issues with inventory. He went through our training program, applied for a low-interest... View Details
Keywords: Julia Hanna
  • 01 Jun 2003
  • News

Student Conferences, at a Glance

Manufacturing, IBM; Sanjay Kumar, chairman & CEO, Computer Associates International, Inc.; Alfred S. Chuang, founder, chairman, & CEO, BEA Systems “Web services are underhyped at this point. Customers are... View Details
Keywords: Educational Services; Educational Services
  • 01 Jun 2009
  • News

The Maestro and the Market

some 2 million hopeful diners vie to be one of the fifty customers he serves each evening for the six months that elBulli, his restaurant, is open. The world is beating a path to Chef Ferran Adrià’s door, but why? “Creativity comes first;... View Details
Keywords: Julia Hanna; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services
  • 01 Jun 1996
  • News

Reinventing Marketing

The following article is the fifth in a series on the activities and research taking place in each academic unit at HBS. "With the time-honored marketing maxim "the customer is king" now reverberating throughout all parts of the firm, the... View Details
Keywords: Mary Jane Higgins; Illustration by Peter Hoey
  • 01 Dec 2012
  • News

From Where We Stand

across functions, businesses, and your industry. Engage your peers to deliver solutions to real business problems. Know the customer and the competitor. When you are at the top, be a talent magnet and then build the next generation of... View Details
  • 01 Jun 2010
  • News

Noted & Quoted

the surface of their needs and trying to embed those ideas into their corporations are the black swans of the business world.” — HBS professor RANJAY GULATI writing on the importance of making the customer a partner in business... View Details
Keywords: Educational Services; Educational Services; Educational Services; Educational Services; Educational Services
  • 01 Sep 2011
  • News

Coming Full Circle

Image by John Weber Related Links Featured research: "Think Customers Hate Waiting? Not so Fast..." Read Director John Korn's blog Did you know? HBS alumni include... As an assistant professor at Columbia Business School, Modupe Akinola... View Details
Keywords: Julia Hanna; Educational Services; Educational Services
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