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Show Results For
- All HBS Web
(6,280)
- People (3)
- News (1,338)
- Research (4,173)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,907)
- March 2008 (Revised March 2009)
- Case
Transforming AMFAM
By: Rakesh Khurana, Rajiv Lal and Cathy Ross
On a winter day in December 2007 at the American Family Mutual Insurance Company (AMFAM) headquarters in Madison, Wisconsin, Dave Anderson and Jack Salzwedel remained in the conference room after the senior management meeting had concluded. Anderson, CEO of AMFAM since... View Details
Keywords: Customer Focus and Relationships; Governing and Advisory Boards; Marketing; Mission and Purpose; Strategic Planning; Insurance Industry; United States
Khurana, Rakesh, Rajiv Lal, and Cathy Ross. "Transforming AMFAM." Harvard Business School Case 508-081, March 2008. (Revised March 2009.)
- 2009
- Working Paper
Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings
By: Joseph Rhatigan, Sachin H Jain, Joia S. Mukherjee and Michael E. Porter
The care delivery value chain is a framework that can help conceptualize the organization and structure of care delivery for medical conditions. We apply this framework to HIV/AIDS care in resource-limited settings. Several conclusions arise than can help inform... View Details
Keywords: Customer Value and Value Chain; Framework; Health Care and Treatment; Health Disorders; Service Delivery
Rhatigan, Joseph, Sachin H Jain, Joia S. Mukherjee, and Michael E. Porter. "Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings." Harvard Business School Working Paper, No. 09-093, February 2009.
- March 9, 2023
- Article
Linking Growth and the Frontline
By: Frank V. Cespedes, Jay Galeota and Michael Wong
Most strategies are about growing the business. But about one quarter of companies do not grow at all and, even before the pandemic, only one in eight achieved more than 10% revenue growth annually, according to data from S&P Global regulatory filings. One reason is a... View Details
Cespedes, Frank V., Jay Galeota, and Michael Wong. "Linking Growth and the Frontline." Sales & Marketing Management (website) (March 9, 2023).
- June 2011
- Teaching Note
Red Lobster (TN)
By: Jason Riis
Teaching Note for 511-052. View Details
Keywords: Markets; Research; Opportunities; Customer Satisfaction; Sales; Segmentation; Food; Food and Beverage Industry
- 29 Oct 2008
- Research & Ideas
The Next Marketing Challenge: Selling to ’Simplifiers’
sales depend on two things: the launch of new, higher-priced, higher-featured, often customized products that persuade consumers to trade in their existing appliances before they break down (think cellphones), as well as household... View Details
- Article
Determining Segmentation in Sales Response Across Consumer Purchase Behaviors
By: Randolph E. Bucklin, Sunil Gupta and S. Siddarth
Bucklin, Randolph E., Sunil Gupta, and S. Siddarth. "Determining Segmentation in Sales Response Across Consumer Purchase Behaviors." Journal of Marketing Research (JMR) 35, no. 2 (May 1998): 189–197.
- 2004
- Working Paper
The Accidental Entrepreneur: The Emergent and Collective Process of User Entrepreneurship
We develop a process model of how users, an understudied source of entrepreneurship, create, evaluate, share, and commercialize their ideas. We compare and contrast our model to the classic model of the entrepreneurial process, highlighting the emergent and collective... View Details
Shah, Sonali, and Mary Tripsas. "The Accidental Entrepreneur: The Emergent and Collective Process of User Entrepreneurship." Harvard Business School Working Paper, No. 04-054, March 2004. (Revised October 2007.)
- July 1994
- Background Note
Note on Retail Organizations
By: David E. Bell
Describes a typical organizational structure for retailers and discusses duties of various individuals such as buyer, category manager, etc. View Details
Bell, David E. "Note on Retail Organizations." Harvard Business School Background Note 595-009, July 1994.
- June 2014 (Revised March 2016)
- Case
Relating to Peapod
By: Susan Fournier and Jill Avery
Explores the relationships formed between consumers and the Peapod consumer-direct grocery delivery service, as revealed through an ethnographic study of Boston-area Peapod shoppers conducted between the Summer of 1997 and the Fall of 1999. Three representative case... View Details
Keywords: Brands and Branding; Customer Relationship Management; Marketing Strategy; Service Industry; Boston
Fournier, Susan, and Jill Avery. "Relating to Peapod." Harvard Business School Case 314-142, June 2014. (Revised March 2016.)
- November 2006
- Article
CRM Implementation: Effectiveness Issues and Insights
By: Timothy Bohling, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani and Rajan Varadarajan
Bohling, Timothy, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani, and Rajan Varadarajan. "CRM Implementation: Effectiveness Issues and Insights." Journal of Service Research 9, no. 2 (November 2006): 184–194.
- October 2005
- Case
Kinko's
Over the decades, Kinko's had forged a deep emotional bond with consumers by easing their anxiety and helping them solve pressing document processing problems. By 2003, however, consumer research revealed that a confusing retail experience had eroded some of this good... View Details
- August 2002
- Case
Siebel Systems: Anatomy of a Sale, Part 3
By: John A. Deighton and Das Narayandas
How does a $2 million software sale happen? This case traces efforts by Siebel Systems to sell lead management software to discount broker Quick & Reilly. The buying process is mapped out over four years. Covers in detail the last six months--from Siebel's initial... View Details
Keywords: Sales; Decision Choices and Conditions; Competitive Strategy; Customer Relationship Management; Product Marketing; Information Technology Industry
Deighton, John A., and Das Narayandas. "Siebel Systems: Anatomy of a Sale, Part 3." Harvard Business School Case 503-023, August 2002.
- January 10, 2011
- Article
Starbucks' Logo Debate Shows Customers' Engagement
By: Nancy F. Koehn
Koehn, Nancy F. "Starbucks' Logo Debate Shows Customers' Engagement." Harvard Business Review Blogs (January 10, 2011).
- spring 2006
- Article
Varieties of Consumerism
By: Gunnar Trumbull
Keywords: Customers
Trumbull, Gunnar. "Varieties of Consumerism." Jahrbuch für Wirtschaftsgeschichte (spring 2006).
- June 2001
- Article
The Potential Downside of Bundling: How Packaging Services Can Hurt Consumption
By: John T. Gourville and Dilip Soman
Keywords: Customers
Gourville, John T., and Dilip Soman. "The Potential Downside of Bundling: How Packaging Services Can Hurt Consumption." Cornell Hotel and Restaurant Administration Quarterly 42, no. 3 (June 2001): 29–37.
- October 2024
- Background Note
The Semiconductor Industry
By: Andy Wu, Steve Blank and Matt Higgins
The semiconductor industry powers modern technology, from consumer electronics to data centers. This background note explores the layers of the semiconductor inudstry value chain, including Integrated Device Manufacturers (IDMs), fabless companies, and foundries, while... View Details
- January–February 2024
- Article
Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments
By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming – perhaps unquestioningly – that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery, clients... View Details
Keywords: Health Care and Treatment; Customer Satisfaction; Outcome or Result; Performance Improvement
Buell, Ryan W., Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan, and Rengaraj Venkatesh. "Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments." Manufacturing & Service Operations Management 26, no. 1 (January–February 2024): 154–166.
- 2015
- Working Paper
Client Service, Compensation, and the Sell-Side Analyst Objective Function: An Empirical Analysis of Relational Incentives in the Investment-Research Industry
By: David A. Maber, Boris Groysberg and Paul M. Healy
This paper investigates how sell-side analysts build and sustain their client networks; the economic gains to successfully managing this challenge; and the metrics through which these incentives are delivered. In a typical semiannual period, the average analyst... View Details
Keywords: Networks; Measurement and Metrics; Operations; Customer Focus and Relationships; Jobs and Positions
Maber, David A., Boris Groysberg, and Paul M. Healy. "Client Service, Compensation, and the Sell-Side Analyst Objective Function: An Empirical Analysis of Relational Incentives in the Investment-Research Industry." Working Paper, 2015.
- April 8, 2024
- Article
Loyalty Programs May Limit Competition, and They Could Be Pushing Prices up for Everyone
By: Alexandru Nichifor and Scott Duke Kominers
Keywords: Customer Focus and Relationships; Competitive Strategy; Consumer Behavior; Brands and Branding
Nichifor, Alexandru, and Scott Duke Kominers. "Loyalty Programs May Limit Competition, and They Could Be Pushing Prices up for Everyone." The Conversation (April 8, 2024).
- January 2019
- Case
Understanding the Brand Equity of Nestlé Crunch Bar: A Market Research Case
By: Jill Avery and Gerald Zaltman
In early 2018, Nestlé announced the sale of its U.S. candy-making division and a select collection of 20 of its confectionery brands, including the Nestlé Crunch Bar, to Ferrero SpA for $2.8 billion. Under the terms of the Nestlé acquisition, each of the purchased... View Details
Keywords: Brand Equity; Marketing; Market Research; Qualitative Research; Marketing Communication; Customer Satisfaction; Brands and Branding; Consumer Behavior; Marketing Communications; Marketing Strategy; Food and Beverage Industry; United States; North America; Italy
Avery, Jill, and Gerald Zaltman. "Understanding the Brand Equity of Nestlé Crunch Bar: A Market Research Case." Harvard Business School Case 519-061, January 2019.