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IT Strategy: Improving Service to Support Innovation | Information Technology

TSS, in partnership with the IT Service Delivery Team (ITSD), began to generate solutions that would greatly improve overall service delivery and customer satisfaction. Among the solutions and improvements put into place are: An... View Details

Web

Marketing AI Guidelines | About

Using AI Less expensive than commissioning custom illustrations and data visualizations. Easier to learn and faster than standard image editing software. Major time savings on tedious activities (e.g. captions, descriptions, transcripts)... View Details

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R and Python - Research Computing Services

instructions about software modules and used in combination with wrapper scripts in the terminal. All versions can be accessed via software modules and custom LSF submission scripts . Please note that R 3.5 cannot be used with RStudio... View Details

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Departments | Employment

work and collaborate with customers to ensure we meet their information needs in the dynamic climate of the information industry, knowledge-creating institutions such as Higher Education, and the changing global economy. More about... View Details

01 Mar 2012
News

Making Finance Personal

inspire, formulate, and drive new and improved product design and development, even without specialized knowledge. With its consumer base, for example, Intuit went from conducting a single experiment with customers of TurboTax, its... View Details

Keywords: Garry Emmons; Management of Companies and Enterprises; Management; Computer Systems Design and Related Services; Professional Services

17 Dec 2015
News

Field 2 Gives Students Hands-On Exposure To Business Practices In Malaysia

BCARD, a lifestyle and brand-focused rewards program, but executives were uncertain about the card’s effectiveness. When the students interviewed customers about their use of the card, they discovered that people at first were often too... View Details

April 1998
Case

Compaq, 1998

By: Steven C. Wheelwright and Matt Verlinden

In 1997, Compaq Computer Corp. had become a $25 billion powerhouse. It had accomplished its revenue growth projections, successfully made a number of strategic acquisitions, and increased its gross margins, principally by moving up market into servers, workstations,... View Details

Keywords: Mergers and Acquisitions; Transformation; Customer Relationship Management; Profit; Revenue; Growth and Development Strategy; Brands and Branding; Distribution Channels; Alliances; Customization and Personalization; Computer Industry

Citation

Educators

01 Mar 2014
News

Case Study: Gazelle's New Predators

Illustration by Istvan Banyai Since 2006, Gazelle has offered consumers an answer to the question of what to do with their old electronic devices when they upgrade: Sell them to us. Customers can go to Gazelle's website; get a price for... View Details

Keywords: ecommerce; Kathy Korman Frey; Telecommunications; Information; News, Library, Internet, and Other Services; Information; Retail Trade

20 Mar 2005
Research & Ideas

Lessons of Successful Entrepreneurs

popular in the 1990s—which essentially meant buying or otherwise acquiring many customers as quickly as possible. "You don't want to be in a business model that acquires customers cold," said... View Details

Keywords: by Sean Silverthorne

01 Sep 2011
News

Capitalism’s False Mantra

rather than managing the business itself, the world of reality. To “fix the game,” five steps are necessary: put customers at the center of everything that firms do, eliminate stock-based executive compensation, rethink the role of... View Details

Keywords: Sean Silverthorne; Publishing Industries (except Internet); Information; Management

01 Apr 2000
News

Rethinking Call Centers: Effective Delivery of Service is Key

call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and... View Details

23 Jul 2014
Lessons from the Classroom

Innovation Is Magic. Really

When business executives create innovative products or services, they often look to impress their customers by delivering an experience more meaningful, more delightful, than possibly expected. A true "wow!" moment. And Harvard Business... View Details

Keywords: by Dina Gerdeman; Consumer Products

01 Sep 2014
News

New Idea: On-Demand Package Delivery

spring, Moskowitz and five classmates launched a startup they call Boxxify to provide a solution. E-commerce customers have their packages delivered to Boxxify, which, for a $7 fee (regardless of number of items), drops them off with... View Details

Keywords: Francis Storrs

11 Apr 2000
Research & Ideas

Financial Services 24/7

customers to take their business elsewhere. With new Internet-only banks and brokerages popping up regularly, established firms must find innovative ways to hold onto their customers. "Traditionally, strategy was institutionally... View Details

Keywords: by Susan Young

01 Feb 2000
News

Financial Services 24/7

dissatisfied customers to take their business elsewhere. With new Internet-only banks and brokerages popping up regularly, established firms must find innovative ways to hold onto their customers. "Traditionally, strategy was... View Details

Keywords: Susan Young

08 Jul 2014
First Look

First Look: July 8

Your Customer Relationships By: Avery, Jill, Susan Fournier, and John Wittenbraker Abstract—Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are... View Details

Keywords: Carmen Nobel

James E. Casey

Starting with two bicycles and $100 in capital in 1907, Casey went on to build one of the most respected and recognized companies of the 20th century – United Parcel Service. UPS’s trademark brown delivery vehicles have become synonymous with reliable, secure, and... View Details

Keywords: Transportation

October 2008
Class Lecture

Marketing as Competitive Advantage: Fundamentals

By: Das Narayandas, David E. Bell, Anita Elberse, John T. Gourville, David B. Godes, John A. Quelch, Gail J. McGovern, Luc R. Wathieu and Marta Wosinska

Marketing as Competitive Advantage: Fundamentals will help today's business executives and tomorrow's business leaders understand the key elements of a successful marketing strategy. The multimedia resource includes video lectures by Harvard Business School faculty,... View Details

Keywords: Customers; Framework; Marketing Strategy; Product Positioning; Planning; Competitive Advantage; Segmentation

Citation

Purchase

29 Jan 2015
Blog Post

Ask about the FIELD Immersion during your next interview

students about their team dynamics during FIELD, you can gain insight into how they might interact within your organization. Consumer interactions – During the immersion, students interact with customers to gain insight into their... View Details

December 2007 (Revised April 2008)
Case

Alltech...naturally

By: David E. Bell and Mary L. Shelman

Entrepreneur Pearse Lyons had built Alltech into the fastest growing company in the global animal health industry through innovative technology, creative marketing, and strong branding. Sel-Plex, a proprietary Alltech product, had shown important health benefits for... View Details