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  • March 13, 2023
  • Article

Sales Teams Need to Stop Focusing on the Customer Funnel

By: Frank V. Cespedes
Understanding where customers are, how they navigate streams in your market, and how to interact with them in a given stream is now central to crafting a good customer experience, and that has implications. Among other things, companies need to shift from thinking... View Details
Keywords: Customer Experience; Customer Value and Value Chain; Customer Relationship Management; Consumer Behavior
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  • September 2020 (Revised July 2022)
  • Exercise

Artea (C): Potential Discrimination through Algorithmic Targeting

By: Eva Ascarza and Ayelet Israeli
This collection of exercises aims to teach students about 1)Targeting Policies; and 2)Algorithmic bias in marketing—implications, causes, and possible solutions. Part (A) focuses on A/B testing analysis and targeting. Parts (B),(C),(D) Introduce algorithmic bias. The... View Details
Keywords: Targeting; Algorithmic Bias; Race; Gender; Marketing; Diversity; Customer Relationship Management; Prejudice and Bias; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States
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  • 18 Apr 2018
  • First Look

First Look at New Research and Ideas, April 18, 2018

forthcoming Academy of Management Journal Ideological Misfit? Political Affiliation and Employee Departure in the Private-Equity Industry By: Bermiss, Y. Sekou, and Rory McDonald Abstract—Though organizations are increasingly active... View Details
Keywords: Sean Silverthorne
  • April 2003
  • Case

IBM Canada: Global Services (A)

By: Michael L. Tushman, David Kiron and Wendy Smith
IBM Canada Global Services is losing shares in a stagnant information technology market. A new leader must overcome a senior team rife with internal conflict and change internal processes to drive innovation streams. The leader struggles to build an ambidextrous... View Details
Keywords: Leading Change; Organizational Change and Adaptation; Change Management; Management Teams; Innovation and Management; Conflict Management; Groups and Teams; Service Industry; Canada
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  • 11 Nov 2013
  • Research & Ideas

A Smarter Way to Reduce Customer Defections

Managing Churn to Maximize Profits with Aurélie Lemmens, an associate professor at the Tilburg School of Economics and Management. They propose a new method to target customers that potentially boosts a company's profits in a big way—by... View Details
Keywords: by Dina Gerdeman; Retail; Service
  • December 2024
  • Supplement

Northvolt: Building Batteries to Fight Climate Change (B)

By: George Serafeim, Debora L. Spar, Peter Tufano, Hugo Etchegoyhen and Emilie Billaud
The (B) case explores Northvolt’s Chapter 11 bankruptcy filing on November 21, 2024, highlighting the company’s struggles to scale operations amid a global EV market slowdown and internal production challenges. While the (A) case detailed Northvolt’s ambitious... View Details
Keywords: Batteries; Electric Vehicles; Climate Change; Corporate Social Responsibility and Impact; Energy; Green Technology; Insolvency and Bankruptcy; Investment; Technological Innovation; Risk Management; Failure; Business and Government Relations; Business and Shareholder Relations; Production; Growth and Development Strategy; Green Technology Industry; Battery Industry; Europe; Sweden
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  • June 2017 (Revised August 2018)
  • Supplement

Making Target the Target: Boycotts and Corporate Political Activity (B)

By: Nien-hê Hsieh and Victor Wu
Supplements the (A) Case. View Details
Keywords: Campaign Finance Reform; Corporate Political Activity; Lobbying; LGBTQ; Campaign Contributions; Campaign Finance; Retail; Shareholder Activism; Public Opinion; Social Issues; Corporate Social Responsibility and Impact; Mission and Purpose; Problems and Challenges; Laws and Statutes; Rights; Crisis Management; Risk Management; Media; Political Elections; Taxation; Corporate Accountability; Values and Beliefs; Fairness; Diversity; Customers; Communication; Business and Government Relations; Retail Industry; United States
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  • 10 Mar 2021
  • Blog Post

COVID Killed the Traditional Workplace

a new work world that will keep employees both happy and productive post-COVID? Several HBS faculty members shared advice to help leaders prepare for the “next normal." Julia Austin: Prioritize face time at the office Managers will have... View Details
Keywords: All Industries
  • 01 Feb 1998
  • News

Short Takes

altruistic reasons for serving, many also reported that such participation allowed them to practice business skills and make professional contacts not always possible through their everyday duties. "One focus group of top-level managers... View Details
Keywords: Judith A. Ross
  • 12 Jun 2006
  • Research & Ideas

The Promise of Channel Stewardship

encouraged to stay in the system. Far from it. Stewardship involves careful construction and management of channel relationships so that the valuable members are suitably rewarded and the less valuable... View Details
Keywords: by V. Kasturi Rangan & Marie Bell; Consumer Products
  • January 2021 (Revised March 2021)
  • Supplement

Toyota and Its Labor Union in Argentina (B)

By: Jorge Tamayo, Erik Snowberg and Jenyfeer Martinez Buitrago
Toyota Argentina (TASA) and the union representing automotive industry workers in the country had been working together since 2011 to address the challenges faced by Toyota’s manufacturing plant in Zárate (Argentina). The strategy for moving forward was built on an... View Details
Keywords: Manufacturing Performance; Production; Performance Improvement; Strategy; Labor Unions; Labor and Management Relations; Agreements and Arrangements; Strategic Planning; Factories, Labs, and Plants; Auto Industry; Argentina
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  • January 2021
  • Supplement

Barbara Krakow Gallery (B): Art and the Pandemic

By: José B. Alvarez and David Lane
Updates (A) case by describing the early impact of the COVID-19 pandemic on the art market, the renaming of the gallery as the Krakow Witkin Gallery, and the response of its partners and staff to the pandemic. View Details
Keywords: Art Market; COVID-19; Arts; Business Model; Change Management; Trends; Communication; Customer Focus and Relationships; Human Resources; Marketing; Distribution Channels; Outcome or Result; Health Pandemics; Fine Arts Industry
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  • July 2007
  • Article

Cooperation between Corporations and Environmental Groups: A Transaction Cost Perspective

Theory suggests that when transaction costs are low, corporations and stakeholders can minimize social costs by transacting to their mutual advantage, but when transaction costs are high, reducing social costs requires the intervention of a centralized institution.... View Details
Keywords: Cost vs Benefits; Cost; Corporate Social Responsibility and Impact; Business and Stakeholder Relations; Environmental Sustainability; Competitive Advantage; Cooperation
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  • April 2004 (Revised September 2005)
  • Case

China and the WTO: Doing the Right Thing?

In late 2001, the People's Republic of China joined the World Trade Organization (WTO). Sets the terms of China's accession agreement against its compliance record some two years later. Discusses why key actors, such as business, organized labor, and other governments,... View Details
Keywords: Management; History; International Relations; Judgments; Trade; Business and Government Relations; Development Economics; Governance Compliance; Emerging Markets; Global Strategy; China
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  • 03 Aug 2016
  • What Do You Think?

How Can We Hold the “Leadership Industry” Accountable?

in the first place,” Lloyd wrote. Bealeader commented: “ leadership training is too often: (1) an infrequent, if not one time, event, and (2) offered to a select few.” In citing the pressures of market norms, Clark & Associates suggested that “Leadership is based... View Details
Keywords: by James Heskett; Education
  • August 1999 (Revised October 2000)
  • Case

Millennium Media, Inc. and John Voorenberg

By: David A. Thomas
Millenium Media's CEO reviews the company diversity report and considers the challenges of maintaining a diverse workforce in light of the news that three individuals, two of whom are people of color, are leaving for opportunities with a competitor. View Details
Keywords: Diversity; Employee Relationship Management; Resignation and Termination; Retention; Leadership Style; Problems and Challenges; Competition
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  • August 2011
  • Teaching Note

Before the Fall: Lehman Brothers 2008 (TN)

By: Clayton Rose and Sally Canter Ganzfried
Teaching Note for 309-093. View Details
Keywords: Resignation and Termination; Problems and Challenges; Management; Change; Performance; Rank and Position; Business and Stakeholder Relations; Investment Funds; Capital Structure; Service Industry
Related
  • 10 Aug 2022
  • News

Four Ways to Communicate with More Empathy

  • 20 Dec 2022
  • News

Singing to the Corn

tell you that corn's symbiotic relationship with humans stretches back 10,000 years, originating in Mesoamerica and migrating north about 1,000 years ago with its human caretakers. The bond is practical, based on sustenance, but also... View Details
  • 21 Oct 2019
  • Blog Post

Know Your Audience: Recruiting HBS Students for Consumer Products

Director and Career Coach Katja Frey – Recruiting Relations Manager Get to know Lauren and Katja, the Career & Professional Development team that manages relationships with... View Details
Keywords: Consumer Products / Retail