Customers - Publications - Faculty & Research

11 Jan 2011
First Look

First Look: Jan. 11

permission to lead. Troy, a customer service manager, endangered his job and his company's reputation by focusing on protecting his position, not helping his team; when a trusted friend advised him to change his behavior, the results were... View Details

Keywords: Sean Silverthorne

09 Nov 2010
First Look

First Look: November 9, 2010

primary customer? Decided whether shareholders, employees, or customers come first? Narrowed down which performance variables to track? Have you set creative boundaries? Are you generating creative tension? Are you promoting cooperation... View Details

Keywords: Sean Silverthorne

02 Mar 2010
First Look

First Look: March 2

organization accustomed to taking decisions based solely on social benefit criteria be able to adjust to a for-profit mentality? And, would customers accept the change? Purchase this... View Details

Keywords: Martha Lagace

20 Jul 2010
First Look

First Look: July 20

eventual recovery? How far could Target go in emphasizing low price—the "pay less" side of its slogan—without eroding the company's core promise of offering unique and upscale products that customers would not see at other... View Details

Keywords: Martha Lagace

15 Dec 2009
First Look

First Look: Dec. 15, 2009

we find it difficult to identify the tangible benefits delivered by brokers. While brokerage customers are directed toward funds that are harder to find and evaluate, they pay substantially higher fees and the funds they buy have lower... View Details

Keywords: Martha Lagace

08 May 2007
First Look

First Look: May 8, 2007

S. Kaplan and Steven R. Anderson Periodical:Journal of Cost Management 21, no. 2 (March-April 2007): 5-15 Abstract Activity-based costing has enabled managers to see that not all revenue is good revenue and not all customers are... View Details

Keywords: Martha Lagace

08 Jun 2010
First Look

First Look: June 8

extract maximum value from technologies such as point-of-sale scanners and customer loyalty cards. Highly readable and compelling, The New Science of Retailing is your playbook for turning all that data into a wellspring for new profits... View Details

Keywords: Martha Lagace

December 2023 (Revised July 2024)
Case

Boortmalt: The Master Maltster

By: Forest Reinhardt, Jose B Alvarez, Damien McLoughlin, Lena Duchene and Emer Moloney

By May 2023, Boortmalt was the world’s leading producer of malt, with a production capacity of 3 million tonnes, 15% of global market share, and 27 malting plants across five continents. It had recently acquired a major competitor and had sustained an EBITDA growth of... View Details

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June 2023 (Revised March 2024)
Case

Creating World-Class Board Governance at SECO

By: Krishna G. Palepu and Emer Moloney

In Spring 2023, SECO CEO Massimo Mauri had the ambition to grow the €200 million revenue technology company to a €1 billion company by 2030. Founded in Italy in the 1970s, the family-owned company had gone through a period of growth and internationalization,... View Details

Citation

Educators

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30 Aug 2016
First Look

August 30, 2016

widespread adoption of their online self-service customer support solution that they were expecting based on early success in helping clients save and generate substantial amounts of money. Dr. Jacob O. Wobbrock and Dr. Andrew J. Ko are... View Details

Keywords: Carmen Nobel

05 Jun 2006
Research & Ideas

Using Competition to Reform Healthcare

The ills of the U.S. healthcare system are well chronicled—soaring costs, low customer satisfaction, increasing problems with quality, and restricted coverage lead the list. But do we really understand the underlying issues well enough to... View Details

Keywords: by Michael E. Porter; Health

17 Sep 2001
Research & Ideas

Why E-commerce Didn’t Die With the Fall of Webvan

printed on the back of your receipt? A: In those instances, the coupons that you're given are a function of what you've just bought, and in that sense they have no memory of what kind of customer you really are. So they can be [only]... View Details

Keywords: by Martha Lagace; Consumer Products; Retail

15 Jul 2008
First Look

First Look: July 15, 2008

relentless execution—efficient, timely, consistent production and delivery of goods or services—is the surefire path to customer satisfaction and positive financial results. But this is a myth in the knowledge economy, argues Edmondson, a... View Details

Keywords: Martha Lagace

05 Feb 2008
First Look

First Look: February 5, 2008

of investors subject to attention constraints, stock prices do not promptly incorporate news about economically related firms, generating this return predictability across assets. We use a dataset of firms' principal customers to identify... View Details

Keywords: Martha Lagace

Article

Optimizing Organic Waste to Energy Operations

By: Baris Ata, Deishin Lee and Mustafa H. Tongarlak

A waste-to-energy firm that recycles organic waste with energy recovery performs two environmentally beneficial functions: it diverts waste from landfill and it produces renewable energy. At the same time, the waste-to-energy firm serves and collects revenue from two... View Details

Keywords: Business Ventures; Energy Generation; Renewable Energy; Revenue; Customers; Strategy; Corporate Governance; Wastes and Waste Processing; Environmental Sustainability; Governing Rules, Regulations, and Reforms; Cost Management; Urban Scope

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20 May 2013
Op-Ed

Making America an Industrial Powerhouse Again

commercial R&D efforts by pharmaceutical, biotechnology, diagnostics, and agricultural companies. The latter was a very specific commercial bet. Placing these commercial bets requires a depth of understanding of markets and customers... View Details

Keywords: by Gary Pisano; Manufacturing

17 Jan 2017
First Look

First Look at New Research: January 17

software product. The case examines both the process and outcomes of pricing research for a collaborative software product and in a fast-growing venture with a distinctive approach to customer acquisition. Basecamp is purchased and used... View Details

Keywords: Sean Silverthorne

08 Feb 2011
First Look

First Look: Feb. 8

customers to deliver services in a rapidly changing, uncertain, and complex environment (e.g., hospitals)—play an important role in the economy. Organizational learning studies in these settings have largely investigated autonomous... View Details

Keywords: Sean Silverthorne

11 Jul 2005
Research & Ideas

The New International Style of Management

cultures—you'd be hard-pressed to tell their nationality," says Deshpandé. "Among other distinguishing characteristics, these firms tend to have intrapreneurial cultures that encourage and reward risk. They are quick to market and invest a lot in View Details

Keywords: by Garry Emmons

02 Aug 2016
First Look

August 2, 2016

he retained them in the form of repeat purchases. This was an entirely new conundrum in the company. Up to that point, customer repeat purchase rates had been incredibly consistent. Cavens and his executive team had just discovered this... View Details

Keywords: Sean Silverthorne

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First Look: Jan. 11

First Look: November 9, 2010

First Look: March 2

First Look: July 20

First Look: Dec. 15, 2009

First Look: May 8, 2007

First Look: June 8

Boortmalt: The Master Maltster

Creating World-Class Board Governance at SECO

August 30, 2016

Using Competition to Reform Healthcare

Why E-commerce Didn’t Die With the Fall of Webvan

First Look: July 15, 2008

First Look: February 5, 2008

Optimizing Organic Waste to Energy Operations

Making America an Industrial Powerhouse Again

First Look at New Research: January 17

First Look: Feb. 8

The New International Style of Management

August 2, 2016

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