Customers - Publications - Faculty & Research

20 Dec 2016
First Look

December 20, 2016

understand the linkage between internal operations and external markets including capital markets, customer markets, and supplier markets. To communicate effectively with these markets, managers must know how to use accounting-based tools... View Details

Keywords: Carmen Nobel

17 Apr 2012
First Look

First Look: April 17

time compared to the support departments. We suggest that the burden of compensating for the disconnected internal supply chains fell to the service providers because they were the only department that had both the ability to translate View Details

Keywords: Carmen Nobel

03 Aug 2015
Research & Ideas

Why Fierce Competitors Apple and Amazon Became ’Frenemies’ Over eReaders

terms, both companies would like nothing better than to have customers to themselves, wrapped up in their own seamless media universes: iTunes, iPad, and Apple TV on the one hand; and Kindle, Amazon Prime, and Fire TV on the other. “Even... View Details

Keywords: by Michael Blanding; Information; Publishing; Technology

25 Feb 2015
Lessons from the Classroom

Scholars and Students Unpack the Digital Business Revolution

parties," he says. However its impact may be felt, technology can no longer be shunted along to segregated departments or individuals. It has become fundamental to even the most traditional aspects of management, from building competitive advantage to... View Details

Keywords: by Julia Hanna; Education; Technology

16 Oct 2007
First Look

First Look: October 16, 2007

this case: http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=508036 Michael Fernandes at Nicholas Piramal Harvard Business School Case 408-001 Michael Fernandes, the Director of Custom Manufacturing Operations at the... View Details

Keywords: Sean Silverthorne

07 Oct 2024
Research & Ideas

Election 2024: Why Demographics Won't Predict the Next President

These candidates are trying to adjust to what the voters care about.” You Might Also Like: Election 2024: What's at Stake for Business and the Workplace? Do Social Movements Sway Voters? Not Really, Except for One Is It Even Possible to Dam the Flow of Misleading... View Details

Keywords: by Jay Fitzgerald

September 2019 (Revised July 2025)
Case

Keroche (A): Fighting for Share in the Kenyan Alcoholic Drinks Market

By: Ramon Casadesus-Masanell and Pippa Tubman Armerding

This case discusses the challenges faced by Kenyan alcoholic drinks producer Keroche Industries Limited in 2003, when the Kenyan government accused the company of manufacturing and selling substandard alcoholic drinks, revoked its liquor licenses, and shut down its... View Details

Keywords: Keroche; Alcohol; Wine; Manufacturing; Informal Market; Regulation; Illicit; Illegal; Shutdown; Factory; Low-income Consumers; Multinational; Local; Government; Allegations; Accusations; Negative Press; EABL; Tusker; Beer; SAB; Chang'aa; Naivasha; Rift Valley; East Africa; Lawsuit; Legal Battle; Business Ventures; Business Exit or Shutdown; Business Growth and Maturation; Business Startups; Production; Safety; Quality; Distribution; Small Business; Family Business; Crime and Corruption; Customer Focus and Relationships; Decisions; Income; Demographics; Geographic Scope; Geographic Location; Goods and Commodities; Government Legislation; Growth and Development; Business History; Lawsuits and Litigation; Laws and Statutes; Lawfulness; Goals and Objectives; Consumer Behavior; Market Entry and Exit; Problems and Challenges; Social Issues; Poverty; Strategy; Competition; Entrepreneurship; Manufacturing Industry; Food and Beverage Industry; Kenya; Nairobi; Africa

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22 Sep 2020
Research & Ideas

Recessions Push Some Entrepreneurs to Launch Too Soon

Knowledge. [Image: alvarez] Related Reading Small Businesses Are Worse Off Than We Thought Research Paper: Financial Distancing: How Venture Capital Follows the Economy Down and Curtails Innovation Your Customers Have Changed. Here's How... View Details

Keywords: by Sean Silverthorne

28 Jul 2016
Op-Ed

Where is TripAdvisor for Doctors?

Consumers do not bounce from doctor to doctor nearly as often and therefore lack comparative expertise. In many cases, they develop relationships with their caregivers that render their reviews idiosyncratic. 6. Fear of Reprisal. Hotel reviews are numerous and... View Details

Keywords: by John A. Quelch; Health

28 Oct 2013
Research & Ideas

Book Excerpt: The Good Struggle: Responsible Leadership in an Unforgiving World

raise their chances of success by gathering data, studying customers and their industry, trying to assess likely competitor moves, and trying to understand where and how they can best focus their limited resources. At the same time,... View Details

Keywords: by Joseph L. Badaracco

06 Nov 2013
What Do You Think?

Is Top-Down Resource Allocation on the Rise?

under fire. Among the reasons were lack of demand from existing customers (not always the best ones to ask) for disruptive technologies and the kiss of death for new ideas in large organizations; the fear among business unit managers that... View Details

Keywords: by James Heskett

17 Jul 2006
Lessons from the Classroom

Developing a Strategy for Digital Convergence

between Microsoft and Intel. Tech companies contend with high, upfront fixed costs and low marginal costs. They deal with the effect of standards in locking in customers and raising switching costs. With the unique aspects of the... View Details

Keywords: by Sean Silverthorne; Computer; Education

05 Jul 2006
Research & Ideas

Reinventing the Dowdy Savings Bond

exclude customers without Internet access or a bank account. That strikes me as a relatively small investment to make for a relatively large number of individuals. Tufano suggests a few adjustments to "reinvent" the savings bond... View Details

Keywords: by Julia Hanna; Banking; Financial Services

16 May 2005
Research & Ideas

Confronting the Reality of Web Services

challenge comes as all stakeholders get together and hammer out common definitions. This might not seem like the kind of work that leads to disputes, but it is. In most companies, questions like the following would lead to heated discussions: Who's got the real View Details

Keywords: by Sara Grant

05 Aug 2002
Research & Ideas

Are Consumers the Cure for Broken Health Insurance?

of defined benefit investments not only in the boom period from 1995 through 1998 but also in the down market years of 1990, 1993, and 1994. And, fourth, consumer pressure and intensified competition forced the entire U.S. securities industry to become more View Details

Keywords: by Regina E. Herzlinger

11 Jan 2000
Lessons from the Classroom

New Game, New Rules: Developing Managers for a Competitive World

are the first to learn of changing customer needs, first to see competitors' marketing strategies in action, and first to encounter new regulatory initiatives. Top management increasingly relies on the ability of its geographically and... View Details

Keywords: by Staff

12 Oct 1999
Research & Ideas

Bright Ideas: The Creative Power of Groups

have to select as heterogeneous a group as possible, representing different experiences, thinking styles, cultures, and attitudes. Sometimes, groups get a boost from the addition of customers or professionals from outside the company who... View Details

Keywords: by Laurie Joan Aron

27 Dec 2015
Research & Ideas

The Most Popular Stories and Research Papers of 2015

to look at products as customers do: a way to get a job done. Creating a Positive Professional Image (19,535) In today’s diverse workplace, your actions and motives are constantly under scrutiny. Time to manage your own professional image... View Details

05 Dec 2012
What Do You Think?

Should Managers Bother Listening to Predictions?

to customer demand for inaccurate predictions. Taleb himself, in a new book, Antifragile: Things That Gain from Disorder, argues that organizations and individuals should build antifragile mechanisms, "anything that has more upside... View Details