Customer Focus and Relationships - Publications - Faculty & Research - Harvard Business School

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February 2015
Case

TouchTunes and the Connected Digital Jukebox Platform

By: Alan MacCormack and Noah Fisher

The case describes innovation and new product development at TouchTunes, the leader in the Digital Jukebox market. In March 2013, after releasing its innovative "Virtuo" jukebox developed in collaboration with frog design, TouchTunes was at a crossroads. Having... View Details

Keywords: Innovation; Design; R＆D; Outsourcing; Platform Strategy; Digital Media; Digital Platforms; Growth and Development Strategy; Innovation and Invention; Product Development; Music Industry

June 2013
Supplement

Elasto Therm: The Next Step (Video Supplement)

By: Jim Sharpe

This is the Video Supplement for Elasto Therm: The Next Step (HBS Case #813030). View Details

18 Nov 2002
Research & Ideas

Where Morals and Profits Meet: The Corporate Value Shift

Harvard Business School professor Lynn S. Paine's new book, Value Shift, argues that companies can't consider themselves amoral or apart from society anymore—that the relationship between companies and... View Details

Keywords: by Carla Tishler

April 2012
Article

Broadening Focus: Spillovers, Complementarities and Specialization in the Hospital Industry

By: Jonathan R. Clark and Robert S. Huckman

The long-standing argument that focused operations outperform others stands in contrast to claims about the benefits of broader operational scope. The performance benefits of focus are typically attributed to reduced complexity, lower uncertainty, and the development... View Details

Keywords: Performance Capacity; Operations; Advertising; Production; Corporate Strategy; Relationships; Medical Specialties; Complexity; Risk and Uncertainty; Experience and Expertise; Diversification; Quality; Health Industry

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January 2023 (Revised August 2023)
Case

Veeva Systems and the Transformation to a Public Benefit Corporation

By: Ranjay Gulati and Allison M. Ciechanover

Peter Gassner, the co-founder and CEO of Veeva Systems, steered the company through rapid scaling from its launch in 2007 to 2022. Year after year, the company had exceeded expectations, with its market capitalization reaching $50 billion at its peak. By 2022, the... View Details

Keywords: Transformation; Corporate Governance; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Culture; Information Technology Industry; Technology Industry; United States; California

March 2022 (Revised July 2022)
Teaching Note

Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences

Camera IQ, a camera marketing software company that empowered brands to create and launch augmented reality experiences (AREs) across social platforms, had just raised an additional $5 million to fund further product development and expand its marketing and sales... View Details

07 Nov 2023
News

Love and Money

Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Dan Morrell: Which is the best dating app? Can money actually buy love? When do you talk about money in a new relationship and how do you broach the topic? How can well-meaning parents actually help their... View Details

September 2018 (Revised January 2020)
Case

Apple Pay and Mobile Payments in Australia (A)

By: Feng Zhu, Susan Athey and David Lane

In summer 2016, four of Australia’s top five banks petitioned regulators for permission to bargain collectively with Apple over the terms under which they would support its digital wallet, Apple Pay. They argued that doing so would force concessions from Apple that... View Details

Keywords: Payment Methods; Mobile Payment; Apple; Banks and Banking; Cooperation; Problems and Challenges; Policy; Digital Platforms; Banking Industry; Australia

February 2023
Module Note

Illiberalism and Interdependence

By: Meg Rithmire

This module note explains the themes of Illiberalism and Interdependence, the cases and readings used to teach these themes, and how the themes fit into the MITI course. After decades of international political economy scholarship focusing on the impact of rules, there... View Details

Keywords: International Relations; Globalized Economies and Regions; Business and Government Relations; National Security; Economic Systems

August 2018
Teaching Note

Magpie: Developing and Using Buyer Personas

By: Frank V. Cespedes

Teaching Note for HBS No. 818-013. Magpie is a startup with a platform that allows publishers to natively tag the products discussed in their content and thus allows consumers to purchase those products without needing to leave that publisher’s web page. A key aspect... View Details

Keywords: Buying Process; Marketing; Sales; Distribution Channels; Segmentation; Entrepreneurship; Social Media; Consumer Products Industry; Fashion Industry; United States

2021
Article

Venture Capital Booms and Startup Financing

By: William Janeway, Ramana Nanda and Matthew Rhodes-Kropf

We review the growing literature on the relationship between venture capital booms and startup financing, focusing on three broad areas: First, we discuss the drivers of large inflows into the venture capital asset class, particularly in recent years—which are related... View Details

Keywords: Venture Capital; Business Startups; Innovation and Invention; Policy

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December 2018
Article

Ideological Misfit? Political Affiliation and Employee Departure in the Private-Equity Industry

By: Y. Sekou Bermiss and Rory McDonald

Though organizations are increasingly active participants in the political realm, little research has investigated how an organization’s heightened focus on political ideology impacts employees. We address this gap by exploring how an individual’s political ideological... View Details

Keywords: Values and Beliefs; Employees; Organizational Culture; Resignation and Termination; Financial Services Industry; United States

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January 1998
Case

Connecticut Spring and Stamping Corporation (B)

By: H. Kent Bowen, Massimo Russo and Steven J. Spear

Connecticut Spring and Stamping Corp. (CSSC), a 50-year-old spring manufacturing and metal stamping firm, is experiencing slow sales growth and feeling the impact of global competition. The company has over 800 customers but little understanding of those customers'... View Details

Keywords: Globalization; Competency and Skills; Organizational Change and Adaptation; Production; Customer Relationship Management; Quality; Training; Performance Efficiency; Cost Management; Sales; System

Program

Aligning Strategy and Sales

Summary A company's sales organization is a core vehicle for implementing business strategy—yet there's often a big gap between the company's strategic objectives and the way its sales organization actually functions. In this program, you... View Details

Trading on Talent: Human Capital and Firm Performance

How does a firm's human capital impact financial performance? By directly observing the employment and education trajectories of a significant proportion of U.S. public company employees from 1990 to the present, we explore the relationship between performance and two... View Details

October 1992 (Revised December 1996)
Case

Laura Ashley and Federal Express Strategic Alliance

In an effort to improve its global distribution system and thus enhance customer service in its shops around the world, Laura Ashley entered into a path-breaking strategic alliance with Federal Express Business Logistics Services. Under the terms of a loosely... View Details

Keywords: Partners and Partnerships; Customer Focus and Relationships; Distribution Industry; Retail Industry

2009
Working Paper

Broadening Focus: Spillovers, Complementarities and Specialization in the Hospital Industry

By: Jonathan R. Clark and Robert S. Huckman

The long-standing argument that focused operations outperform others stands in contrast to claims about the benefits of broader operational scope. The performance benefits of focus are typically attributed to reduced complexity, lower uncertainty, and the development... View Details

Keywords: Health Care and Treatment; Medical Specialties; Performance Capacity; Diversification; Health Industry

November 2012 (Revised August 2014)
Case

Cisco in 2012: Reorganizing for Efficiency and Flexibility

By: Ranjay Gulati, Alison Berkley Wagonfeld and Luciana Silvestri

In 2012, Cisco was under intense pressure to show results: growth in its core business was decelerating and a number of exploratory ventures and acquisitions had not proven as profitable as expected. CEO John Chambers vowed to restore the company's health in a way that... View Details

Keywords: Organizational Change and Adaptation; Restructuring; Adaptation; Performance Efficiency; Emerging Markets; Information Technology Industry

March 2020
Teaching Note

onefinestay: Building a Luxury Experience in the Sharing Economy

By: Jill Avery and Anat Keinan

onefinestay was a two-sided marketplace that offered high-end home rentals to travelers who sought a more authentic and local experience than a typical upscale hotel might provide. After five years of rapid growth, it was time to do a comprehensive analysis of the... View Details

November 2006 (Revised July 2007)
Case

CNN and the Cable News Wars

By: Bharat N. Anand, Rafael M. Di Tella and Dennis A. Yao

Set in 1996, when ABC, NBC and Microsoft, and Fox all announced that they will challenge Cable News Network's near monopoly position in the 24-hour cable news channel market. The focus is on the interaction of the strategies likely to be adopted by each player given... View Details

Keywords: Leadership; Resource Allocation; Monopoly; Rank and Position; Reputation; Adoption; Competition

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