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← Page 19 of 2,039 Results →
  • September 1999 (Revised July 2006)
  • Case

Juice Guys (A)

By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
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Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
  • 2019
  • Working Paper

Managing Churn to Maximize Profits

By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a... View Details
Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit
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Lemmens, Aurelie, and Sunil Gupta. "Managing Churn to Maximize Profits." Harvard Business School Working Paper, No. 14-020, September 2013. (Revised December 2019. Forthcoming at Marketing Science.)
  • April 2022 (Revised May 2022)
  • Case

Mastercard Labs (A)

By: Linda A. Hill, Sunil Gupta, Emily Tedards and Julia Kelley
When Ajaypal (Ajay) Banga became the CEO of Mastercard in 2010, he shifted the company’s competitive focus from card networks to cash itself. Mastercard’s new vision of a “World Beyond Cash” distilled into a three-pronged framework: Grow the core business, Diversify... View Details
Keywords: Organizational Behavior; Culture; Culture Change; Organizational Adaptation; Organizational Effectiveness; Alignment; Leadership; Leadership Development; Innovation; Innovation Ecosystems; Ecosystem; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Globalization; Agility; Prototype; Experiment; Partnerships; Operating Model; Risk Management; Metrics; Payments; Financial Inclusion; Financial Industry; Ambidexterity; Corporate Innovation; Innovation Lab; Digital Transformation; Digital Strategy; Credit Cards; Innovation Leadership; Organizational Culture
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Hill, Linda A., Sunil Gupta, Emily Tedards, and Julia Kelley. "Mastercard Labs (A)." Harvard Business School Case 422-080, April 2022. (Revised May 2022.)
  • June 2016
  • Article

Understanding Online Hotel Reviews Through Automated Text Analysis

By: Shawn Mankad, Hyunjeong "Spring" Han, Joel Goh and Srinagesh Gavirneni
Customer reviews submitted at Internet travel portals are an important yet underexplored new resource in obtaining feedback on customer experience for the hospitality industry. These data are often voluminous and unstructured, presenting analytical challenges for... View Details
Keywords: Hotel Reviews; Natural Language Processing; Information Technology; Service Operations; Accommodations Industry; Moscow
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Mankad, Shawn, Hyunjeong "Spring" Han, Joel Goh, and Srinagesh Gavirneni. "Understanding Online Hotel Reviews Through Automated Text Analysis." Service Science 8, no. 2 (June 2016): 124–138.
  • October 2022 (Revised October 2022)
  • Case

Lyra Health: Transforming Mental Health

By: Rembrand Koning and Nicole Keller
In January 2022, Lyra Health was deciding between several different alternatives to grow the business. Founded in 2015, Lyra Health, was a digital mental health platform that combined technology with human therapists and coaches to deliver high quality mental health... View Details
Keywords: Mental Health; Health Care and Treatment; Corporate Entrepreneurship; Customer Value and Value Chain; Growth and Development Strategy; Expansion; Health Industry; Technology Industry; San Francisco
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Koning, Rembrand, and Nicole Keller. "Lyra Health: Transforming Mental Health." Harvard Business School Case 723-365, October 2022. (Revised October 2022.)
  • November 2024 (Revised January 2025)
  • Case

Precision Agriculture at AGCO

By: Rajiv Lal, Alicia Dadlani and Ai-Ling Jamila Malone
In 2024, AGCO, a leading agricultural equipment manufacturer, sought to improve its customers net farm income by 20% over five years by becoming a comprehensive one-stop precision agriculture solutions provider and strengthening its dual channel sales approach—retrofit... View Details
Keywords: Mergers and Acquisitions; Customer Relationship Management; Collaborative Innovation and Invention; Organizational Culture; Sales; Alignment; Integration; Agriculture and Agribusiness Industry; Manufacturing Industry
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Lal, Rajiv, Alicia Dadlani, and Ai-Ling Jamila Malone. "Precision Agriculture at AGCO." Harvard Business School Case 525-032, November 2024. (Revised January 2025.)
  • September 2016 (Revised October 2016)
  • Technical Note

Internet Data Capping Note

By: Shane Greenstein, Lisa Cox and Christine Snively
In April 2016, U.S. federal regulators approved Charter Communications’ acquisition of Time Warner Cable (TWC). The Department of Justice (DoJ) and Federal Communications Commission (FCC), however, stipulated that the new company could not apply data caps or introduce... View Details
Keywords: Internet Service Provider; Data Caps; Compression; Information Technology; Internet and the Web; United States
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Greenstein, Shane, Lisa Cox, and Christine Snively. "Internet Data Capping Note." Harvard Business School Technical Note 617-003, September 2016. (Revised October 2016.)
  • June 2012
  • Case

Siemens AG: Key Account Management

By: Thomas Steenburgh, Michael Ahearne and Elena Corsi
The key account manager of an engineering company has to convince a department to give up important contracts. The German engineering company Siemens had set up a global key account management program since 2010. The key account manager of an emerging account had been... View Details
Keywords: Key Account Management; Commercialization; Marketing; Marketing Management; Engineering; Marketing Strategy; Customer Relationship Management; Profit; Problems and Challenges; Electronics Industry; Consumer Products Industry; Europe
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Steenburgh, Thomas, Michael Ahearne, and Elena Corsi. "Siemens AG: Key Account Management." Harvard Business School Case 512-110, June 2012.

    Das Narayandas

    Das Narayandas is the Edsel Bryant Ford Professor of Business Administration at the Harvard Business School. His academic credentials include a Bachelor of Technology degree in Engineering from the Indian Institute of Technology, Bombay (IITB), a Post-Graduate... View Details

    Keywords: advertising; beauty products; biotechnology; computer; electrical equipment; electronics; entertainment; federal government; high technology; industrial goods; information technology industry; internet; management consulting; manufacturing; marketing industry; professional services; retailing; telecommunications; transportation
    • September 2010 (Revised January 2012)
    • Case

    Emergia: Driving Profitability on Help Desk Contracts

    Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details
    Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry
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    Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
    • March 2024
    • Supplement

    Madrigal: Conducting a Customer-Base Audit

    By: Eva Ascarza, Peter Fader, Bruce G.S. Hardie and Michael Ross
    This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
    Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Retail Industry; United States
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    Ascarza, Eva, Peter Fader, Bruce G.S. Hardie, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School PowerPoint Supplement 524-068, March 2024.
    • March 2024
    • Supplement

    Madrigal: Conducting a Customer-Base Audit

    By: Eva Ascarza, Bruce Hardie, Peter S. Fader and Michael Ross
    This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
    Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Retail Industry; United States
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    Ascarza, Eva, Bruce Hardie, Peter S. Fader, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Spreadsheet Supplement 524-707, March 2024.
    • March 2024
    • Case

    Madrigal: Conducting a Customer-Base Audit

    By: Eva Ascarza, Bruce Hardie, Michael Ross and Peter S. Fader
    This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
    Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States
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    Ascarza, Eva, Bruce Hardie, Michael Ross, and Peter S. Fader. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Case 524-046, March 2024.
    • Research Summary

    Product Policy and Pricing

    By: Robert J. Dolan
    Robert J. Dolan's continuing research on marketing issues focuses on pricing policy and new products. His research program encompasses the development of both cases and conceptual models. Dolan's focus is the proper utilization of customer input in the new-product... View Details
    • May 2025
    • Case

    Boutiqaat: Influencing Retail in MENA

    By: Juan Alcacer and Noor Al Qadhi
    Boutiqaat, a Kuwait-based e-commerce platform, scaled an influencer-driven beauty retail model across MENA and now faces critical strategic choices about offline expansion and globalization. Founded in 2015, Boutiqaat combined social commerce, localized logistics, and... View Details
    Keywords: Emerging Markets; Digital Strategy; Growth and Development; Beauty and Cosmetics Industry; Retail Industry; Kuwait; Saudi Arabia; Middle East; North Africa
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    Alcacer, Juan, and Noor Al Qadhi. "Boutiqaat: Influencing Retail in MENA." Harvard Business School Case 725-462, May 2025.
    • July 2007 (Revised February 2010)
    • Case

    Launching Telmore (A)

    By: Ramon Casadesus-Masanell, Celso Fernandez and Moritz Jobke
    When the Danish mobile phone service provider Telmore entered the market in October 2000, few people took notice. Its business model was not perceived as particularly aggressive or threatening to the industry. Less than three years later, Telmore's creative adaptation... View Details
    Keywords: Business Model; Disruptive Innovation; Market Entry and Exit; Creativity; Adaptation; Competitive Advantage; Telecommunications Industry; Denmark
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    Casadesus-Masanell, Ramon, Celso Fernandez, and Moritz Jobke. "Launching Telmore (A)." Harvard Business School Case 708-414, July 2007. (Revised February 2010.)
    • 31 Mar 2008
    • HBS Case

    JetBlue’s Valentine’s Day Crisis

    and captured more of the market, with competitive fares, friendly service, and in the case of JetBlue, leather seats with television. Founded in 1999, JetBlue has seen rapid growth and frequently tops annual customer surveys of their... View Details
    Keywords: by Julia Hanna; Air Transportation
    • February 2022 (Revised September 2022)
    • Case

    InstaDeep: AI Innovation Born in Africa (A)

    By: Shikhar Ghosh and Esel Çekin
    Karim Beguir and Zohra Slim were the co-founders of InstaDeep, a deep tech startup focusing on artificial intelligence (AI) solutions. Instadeep was one of the few companies globally that were partnering with DeepMind, an AI subsidiary of Google [Alphabet Inc.].... View Details
    Keywords: AI; Artificial Intelligence; Entrepreneurship; Operations; Business Subsidiaries; Brands and Branding; Innovation and Invention; Growth and Development Strategy; AI and Machine Learning; Technology Industry; Africa
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    Ghosh, Shikhar, and Esel Çekin. "InstaDeep: AI Innovation Born in Africa (A)." Harvard Business School Case 822-104, February 2022. (Revised September 2022.)
    • April 2025
    • Case

    Sharon Goldberg and BastionZero

    By: Jeffrey J. Bussgang, James Barnett and Maxim Pike Harrell
    In December 2023, BastionZero co-founder and CEO Sharon Goldberg considered her startup’s future. Established in 2017 as a blockchain company focused on improving the security of cryptocurrency trading, in March 2020 the VC-backed startup shifted focus to a new... View Details
    Keywords: Business Startups; Entrepreneurial Finance; Technological Innovation; Business Strategy; Business Exit or Shutdown
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    Bussgang, Jeffrey J., James Barnett, and Maxim Pike Harrell. "Sharon Goldberg and BastionZero." Harvard Business School Case 825-102, April 2025.
    • January 2001 (Revised January 2004)
    • Case

    Ninth House: e-Learning Software

    By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
    Jeff Snipes, CEO of the Ninth House Network, a San Francisco-based E-Learning company, considers a strategy shift to address a recent slump in sales and to attract more customers. The revised strategy would require creating shorter, more directed content that could be... View Details
    Keywords: Internet and the Web; Service Operations; Organizational Structure; Groups and Teams; Corporate Strategy; Organizational Culture; Learning; Sales; Service Delivery; Entrepreneurship; Information Technology Industry; Service Industry; Education Industry; San Francisco
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    Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Ninth House: e-Learning Software." Harvard Business School Case 601-047, January 2001. (Revised January 2004.)
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