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  • All HBS Web  (6,269)
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  • March 2000
  • Case

Medscape

By: Richard M.J. Bohmer and Lisa Shapiro Strovink
Medscape is a health care Web site that focuses on delivering high-quality information to health providers and consumers. This case describes Medscape's formation and business model and asks, How is this model unique and is it sustainable? View Details
Keywords: Business Model; Customer Focus and Relationships; Service Delivery; Web Sites; Information Industry
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Bohmer, Richard M.J., and Lisa Shapiro Strovink. "Medscape." Harvard Business School Case 600-056, March 2000.
  • November 1993 (Revised November 1994)
  • Case

Molding the Impossible: the NYPRO/Vistakon Disposable Contact Lens Project

By: Clayton M. Christensen
NYPRO, Inc., one of the world's leading manufacturers of plastic injection-molded products, is asked by the Vistakon Division of Johnson & Johnson to manufacture molds that Vistakon will use to produce disposable contact lenses. The required dimensional tolerances for... View Details
Keywords: Customer Relationship Management; Engineering; Management Practices and Processes; Product Development; Production; Groups and Teams; Manufacturing Industry; Medical Devices and Supplies Industry
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Christensen, Clayton M. "Molding the Impossible: the NYPRO/Vistakon Disposable Contact Lens Project." Harvard Business School Case 694-062, November 1993. (Revised November 1994.)
  • August 2020
  • Article

Strategies for Managing the Privacy Landscape

By: Ramon Casadesus-Masanell and Andres Hervas-Drane
Firms use consumer personal information to improve their products and services. Personal information is open to misuse, however, and when exploited for undesired or unexpected purposes reduces consumer’s trust in the firm and their willingness to provide personal... View Details
Keywords: Consumer Privacy; Privacy Threats; Strategy Framework; Strategy Interactions; Customers; Information; Management; Strategy; Technology Industry
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Casadesus-Masanell, Ramon, and Andres Hervas-Drane. "Strategies for Managing the Privacy Landscape." Long Range Planning 53, no. 4 (August 2020).
  • April 28, 2004
  • Article

Physicians Report on Patient Encounters Involving Direct-To-Consumer Advertising

By: Joel S. Weissman, David Blumenthal, Alvin J. Silk, Michael Newman, Kinga Zapert, Robert Leitman and Sandra Feibelmann
Keywords: Health; Customers; Advertising
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Weissman, Joel S., David Blumenthal, Alvin J. Silk, Michael Newman, Kinga Zapert, Robert Leitman, and Sandra Feibelmann. "Physicians Report on Patient Encounters Involving Direct-To-Consumer Advertising." Health Affairs 10, no. 1377 (April 28, 2004): w4–219 – w4–233.
  • February 26, 2003
  • Article

Consumers' Reports on the Health Effects of Direct-To-Consumer Drug Advertising

By: Joel S. Weissman, David Blumenthal, Alvin J. Silk, Kinga Zapert, Michael Newman and Robert Leitman
Keywords: Customers; Advertising; Health; Pharmaceutical Industry
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Weissman, Joel S., David Blumenthal, Alvin J. Silk, Kinga Zapert, Michael Newman, and Robert Leitman. "Consumers' Reports on the Health Effects of Direct-To-Consumer Drug Advertising." Health Affairs (February 26, 2003).
  • June 1980 (Revised November 2006)
  • Case

Southwest Lumber Distributors

By: David E. Bell
Concerns a lumber wholesaler who has been asked to give a forward price commitment. The market price has been volatile and the type of wood is different from that traded on the futures market. The question is: What to do about customer's request? View Details
Keywords: Customers; Markets; Price; Forest Products Industry
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Bell, David E. "Southwest Lumber Distributors." Harvard Business School Case 180-134, June 1980. (Revised November 2006.)
  • April 2009 (Revised July 2010)
  • Case

Corporate Solutions at Jones Lang LaSalle (2001)

By: Ranjay Gulati and Lucia Menzer Marshall
Peter Barge, CEO of the newly created Corporate Solutions Group of Jones Lang LaSalle (JLL), is executing a restructuring of the U.S. corporate real estate services division that will enable the company to offer its clients integrated solutions. Barge has created an... View Details
Keywords: Business Divisions; Restructuring; Customer Relationship Management; Organizational Design; Organizational Structure; Corporate Strategy; Integration
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Gulati, Ranjay, and Lucia Menzer Marshall. "Corporate Solutions at Jones Lang LaSalle (2001)." Harvard Business School Case 409-111, April 2009. (Revised July 2010.)
  • September 2000
  • Background Note

Professional Services Module Five: Serving Clients Effectively

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery. View Details
Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy
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DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
  • September 6, 2022
  • Article

Creating a Platform for Costless Personalization in Clothing

By: Shane Greenstein
This study analyzes the role of co-invention in the creation of a platform for print-on-demand-clothing, or PODC. Co-invention is the invention of a new business process to complement new technology, and turn it into a valuable commercial service. PODC copies a design... View Details
Keywords: Print-on-demand-clothing; Customization and Personalization; Digital Platforms; Apparel and Accessories Industry
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Greenstein, Shane. "Creating a Platform for Costless Personalization in Clothing." Frontiers in Research Metrics and Analytics (September 6, 2022).
  • 2006
  • Chapter

A 'Customer-Centric' View of Global Economic Development

By: V. K. Rangan and Arthur McCaffrey
Keywords: Globalization; Customers; Perspective; Development Economics
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Rangan, V. K., and Arthur McCaffrey. "A 'Customer-Centric' View of Global Economic Development." Chap. 9 in Multinational Corporations and Global Poverty Reduction, edited by Subhash C. Jain and Sushil Vachani, 177–203. United Kingdom: Edward Elgar Publishing, 2006.
  • 2006
  • Book

Consumer Capitalism: Politics, Product Markets, and Firm Strategy in France and Germany

By: Gunnar Trumbull
Keywords: Customers; Economic Systems; Product; Markets; Strategy; France; Germany
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Trumbull, Gunnar. Consumer Capitalism: Politics, Product Markets, and Firm Strategy in France and Germany. Ithaca: Cornell University Press, 2006.
  • 27 Feb 2020
  • Sharpening Your Skills

How Following Best Business Practices Can Improve Health Care

Harvard Business School spends a significant amount of research funds each year on the health care industry, answering questions such as: How can the business of health care be made more efficient? What can a business do to motivate employees to take better care of... View Details
Keywords: by Sean Silverthorne; Health; Medical Devices & Supplies
  • May 2006 (Revised November 2006)
  • Case

Willa Seldon at Tides Center (A)

By: Linda A. Hill and Emily Stecker
Willa Seldon, an African-American woman with 16 years of for-profit experience, was hired as executive director of Tides Center, a nonprofit in San Francisco, CA. Tides Center was a fiscal sponsor dedicated to supporting individuals and groups working toward social... View Details
Keywords: For-Profit Firms; Nonprofit Organizations; Transition; Change Management; Leadership Style; Performance; Customer Satisfaction; San Francisco
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Hill, Linda A., and Emily Stecker. "Willa Seldon at Tides Center (A)." Harvard Business School Case 406-072, May 2006. (Revised November 2006.)
  • November 2009
  • Teaching Note

HTC Corp. in 2009 (TN)

By: David B. Yoffie
Teaching Note for [709466]. View Details
Keywords: Competition; Decisions; Brands and Branding; Customer Value and Value Chain; Telecommunications Industry; Taiwan
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Yoffie, David B. "HTC Corp. in 2009 (TN)." Harvard Business School Teaching Note 710-427, November 2009.
  • February 2003
  • Teaching Note

Bush Boake Allen (TN)

By: Stefan H. Thomke
Teaching Note for (9-601-061). View Details
Keywords: Integration; Marketing Reference Programs; Disruptive Innovation; Management Teams; Internet and the Web; Business Model; Customer Relationship Management; Management Practices and Processes; Consumer Products Industry
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Thomke, Stefan H. "Bush Boake Allen (TN)." Harvard Business School Teaching Note 603-115, February 2003.
  • October 2014 (Revised July 2015)
  • Case

Indus Towers: From Infancy to Maturity

By: Ranjay Gulati, Maxim Sytch and Rachna Tahilyani
Indus Towers, the world's largest telecom tower company, is a joint venture between three telecom rivals in India. These rivals—Bharti Airtel, Vodafone India, and Idea Cellular—combined their telecom towers to provide "shared telecom infrastructure" to wireless telecom... View Details
Keywords: Decisions; Judgments; Customer Focus and Relationships; Management; Information Technology; Mobile and Wireless Technology; Information Infrastructure; Telecommunications Industry; India
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Gulati, Ranjay, Maxim Sytch, and Rachna Tahilyani. "Indus Towers: From Infancy to Maturity." Harvard Business School Case 415-005, October 2014. (Revised July 2015.)
  • February 2008
  • Teaching Note

Innovation at Timberland: Thinking Outside the Shoe Box (TN)

By: Rosabeth Moss Kanter and Matthew Bird
Teaching Note for [306064]. View Details
Keywords: Innovation and Invention; Organizational Culture; Sales; Customer Value and Value Chain; Brands and Branding; Expansion; Growth and Development Strategy; Apparel and Accessories Industry
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Kanter, Rosabeth Moss, and Matthew Bird. "Innovation at Timberland: Thinking Outside the Shoe Box (TN)." Harvard Business School Teaching Note 308-099, February 2008.
  • January 2000
  • Case

Talbots - A Classic

By: V. Kasturi Rangan and Marie Bell
This case traces why the $1 billion women's clothing retailer decided to attract younger customers, what went wrong, and the actions taken to recover. By the end of 1999, the company has reestablished itself and faces several growth opportunities and must decide on the... View Details
Keywords: Customer Focus and Relationships; Decisions; Crisis Management; Product Positioning; Problems and Challenges; Segmentation; Fashion Industry
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Rangan, V. Kasturi, and Marie Bell. "Talbots - A Classic." Harvard Business School Case 500-082, January 2000.
  • February 1998 (Revised February 1999)
  • Case

Amway Japan Limited

In April 1997, the president of Amway Japan (AJL, Tokyo, Japan), pondered how to reverse the first performance decline the company has experienced since entering the Japanese direct selling market in 1979. Established as the tenth overseas subsidiary of Amway Corp. of... View Details
Keywords: Strategic Planning; Motivation and Incentives; Business Subsidiaries; Distribution Channels; Customer Satisfaction; Consumer Products Industry; Michigan; Tokyo
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Arnold, David J., John A. Quelch, Yoshinori Fujikawa, and Patrick Reinmoller. "Amway Japan Limited." Harvard Business School Case 598-029, February 1998. (Revised February 1999.)
  • May 2024 (Revised May 2024)
  • Case

Market by Met Council: Revolutionizing Food Pantries in the Digital Age

By: Elisabeth Paulson and Michael W. Toffel
In fall 2023, the Food Program of Met Council—America’s largest Jewish charity dedicated to fighting poverty—completed the rollout of the newest version of its digital pantry platform to twelve food pantries in the Met Council food pantry network. The digital... View Details
Keywords: Customer Focus and Relationships; Digital Transformation; Nonprofit Organizations; Service Operations; Human Needs
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Paulson, Elisabeth, and Michael W. Toffel. "Market by Met Council: Revolutionizing Food Pantries in the Digital Age." Harvard Business School Case 624-060, May 2024. (Revised May 2024.)
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