Publications

Article

Employee Growth through Performance Management

By: Michael Beer and Robert Ruh

March 2002 (Revised May 2007)
Case

Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)

By: V.G. Narayanan and Lisa Brem

The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details

Keywords: Customers; Customer Relationship Management; Price; Perspective; Marketing; Competitive Advantage; Financial Services Industry; Banking Industry; Canada

July 2008
Case

Hilton Hotels: Brand Differentiation through Customer Relationship Management

By: Lynda M. Applegate, Gabriele Piccoli and Chekitan Dev

This case analyzes the Hilton Hotels Corporation's CRM strategy at a key juncture in its history, immediately after the firm has been taken private by Blackstone. The case provides students with a comprehensive history of the evolution and IT enablers of Hilton's CRM... View Details

Keywords: Customer Relationship Management; Marketing Strategy; Privatization; Performance Evaluation; Information Technology; Accommodations Industry

1980
Chapter

Managing Communications and Conflict in Interpersonal Relationships

By: John J. Gabarro and Cyrus F. Gibson

Keywords: Interpersonal Communication; Conflict Management; Relationships

August 2024
Technical Note

Managing Professional Relationships in the Modern Workplace

By: Christina R. Wing, Andrew Peddar and Dylan Torchinsky

July–August 2014
Article

Unlock the Mysteries of Your Customer Relationships

By: Jill Avery, Susan Fournier and John Wittenbraker

Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: people now expect companies... View Details

Keywords: Brand Management; CRM; Brands and Branding; Marketing; Marketing Strategy; Customer Focus and Relationships; Customer Relationship Management; Consumer Products Industry; Retail Industry; United States

1986
Chapter

Relationship Management of Distributors: A Proposed Framework

By: V. K. Rangan

Keywords: Distribution; Relationships

1988
Chapter

Using Life Stage Theory to Manage Work Relationships

By: J. A. Davis and R. Taguiri

Keywords: Employee Relationship Management; Labor and Management Relations

05 Jul 2023
What Do You Think?

How Are Middle Managers Falling Down Most Often on Employee Inclusion?

asked to consider its relationship to diversity, inclusion, and belonging at work.” She reminds us: “A recent tidal wave of harassment claims highlights the costs of failing to create a psychologically safe workplace for women.” May it... View Details

Keywords: by James Heskett

2010
Module Note

Employee and Labour Welfare at the Tata Group Companies

By: Shashank Shah

Keywords: Labor And Management Relations; Human Resource Management; Tata Motors; Employee Engagement; India

October 2015
Case

DPDHL Group: Employee Safety and Wellbeing

By: John A. Quelch and Carin-Isabel Knoop

Management at Deutsche Post DHL Group is designing a three-country test of investment in a new health and wellbeing strategy. View Details

Keywords: Health; Wellbeing; Wellness; Safety; Risk; Employees; Human Resources; Risk Management; Service Industry; China; Mexico; Middle East

August 2013
Teaching Note

Atento: Managing the Employee Lifecycle in Brazil

By: F. Asis Martinez-Jerez, Pablo Casas-Arce and Christopher D. Ittner

Keywords: Employee Relationship Management; Telecommunications Industry; Spain; Brazil

August 2013
Case

Atento: Managing the Employee Lifecycle in Brazil

By: F. Asis Martinez-Jerez, Pablo Casas-Arce, Christopher D. Ittner and Joshua Petersel

Keywords: Employee Relationship Management; Telecommunications Industry; Brazil

21 Nov 2023
Research & Ideas

Employee Negativity Is Like Wildfire. Manage It Before It Spreads.

explores how emotions intensify within groups and uncovers ways that leaders can reorient the negative feelings of employees, shareholders, and other stakeholders to help them work toward a positive purpose. For example, if employees are... View Details

Keywords: by Kristen Senz

30 Apr 2024
Book

When Managers Set Unrealistic Expectations, Employees Cut Ethical Corners

billion loss, the largest in its then-106-year history (Brooks, 1993). As this example illustrates, how a company is managed and led can make it harder—or easier—for individual employees to act ethically and... View Details

Keywords: by Dina Gerdeman

June 1993
Article

The Dynamics of Managing Racial Diversity in Developmental Relationships

By: D. A. Thomas

Keywords: Management; Diversity; Growth and Development; Relationships

Research Summary

Consumer-Brand Relationships and CRM

By: Jill J. Avery

This highly pragmatic stream investigates the contemporary practice of customer relationship management (CRM) by exploring the phenomenological, lived experience of consumers' relationships with brands. Using a contracting theory lens supplemented with knowledge of... View Details

July 2008
Teaching Note

Hilton Hotels: Brand Differentiation through Customer Relationship Management (TN)

By: Lynda M. Applegate, Gabriele Piccoli and Chekitan Dev

Teaching Note for [809029]. View Details

Keywords: History; Strategy; Customer Relationship Management; Information Technology; System; Privatization; Brands and Branding; Accommodations Industry