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Show Results For
- All HBS Web
(7,930)
- People (9)
- News (1,543)
- Research (5,365)
- Events (17)
- Multimedia (32)
- Faculty Publications (3,719)
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- Research Summary
Consumer-Brand Relationships
Susan M. Fournier is conducting extensive research into the relationships consumers form with brands. Her work builds on the premise that, although marketers espouse the notion of relationships in current thought and practice, none have theoretically maximized the... View Details
- Article
Employee Growth through Performance Management
By: Michael Beer and Robert Ruh
Beer, Michael, and Robert Ruh. "Employee Growth through Performance Management." Harvard Business Review 54, no. 4 (July–August 1976): 59–66.
- August 2024
- Technical Note
Managing Professional Relationships in the Modern Workplace
By: Christina R. Wing, Andrew Peddar and Dylan Torchinsky
- 1980
- Chapter
Managing Communications and Conflict in Interpersonal Relationships
By: John J. Gabarro and Cyrus F. Gibson
- April 1997
- Background Note
Using ABC to Manage Customer Mix and Relationships
By: Robert S. Kaplan
Describes applying activity-based costing to manage customer relationships. Links cost-to-serve to net margins earned with individual customers. View Details
Kaplan, Robert S. "Using ABC to Manage Customer Mix and Relationships." Harvard Business School Background Note 197-094, April 1997.
- February 2002 (Revised March 2002)
- Case
Customer Profitability and Customer Relationship Management at RBC Financial Group
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: Competitive Advantage; Price; Customer Relationship Management; Marketing; Customer Value and Value Chain; Financial Services Industry; Banking Industry; Canada
Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group." Harvard Business School Case 102-043, February 2002. (Revised March 2002.)
- 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
- 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
Applegate, Lynda M., Gabriele Piccoli, and Chekitan Dev. "Hilton Hotels: Brand Differentiation through Customer Relationship Management." Harvard Business School Case 809-029, July 2008.
- 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
Quelch, John A., and Carin-Isabel Knoop. "DPDHL Group: Employee Safety and Wellbeing." Harvard Business School Case 516-049, October 2015.
- 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
Avery, Jill, Susan Fournier, and John Wittenbraker. "Unlock the Mysteries of Your Customer Relationships." Harvard Business Review 92, nos. 7/8 (July–August 2014): 72–81.
- 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
- August 2013
- Teaching Note
Atento: Managing the Employee Lifecycle in Brazil
By: F. Asis Martinez-Jerez, Pablo Casas-Arce and Christopher D. Ittner
- 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
- August 2013
- Case
Atento: Managing the Employee Lifecycle in Brazil
By: F. Asis Martinez-Jerez, Pablo Casas-Arce, Christopher D. Ittner and Joshua Petersel
Martinez-Jerez, F. Asis, Pablo Casas-Arce, Christopher D. Ittner, and Joshua Petersel. "Atento: Managing the Employee Lifecycle in Brazil." Harvard Business School Case 114-012, August 2013.
- Article
Too Hot to Handle? How to Manage Relationship Conflict
By: A. C. Edmondson and D. M. Smith
Edmondson, A. C., and D. M. Smith. "Too Hot to Handle? How to Manage Relationship Conflict." California Management Review 49, no. 1 (Fall 2006): 6–31.
- 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
Shah, Shashank. "Employee and Labour Welfare at the Tata Group Companies." 2010.
- June 1993
- Article
The Dynamics of Managing Racial Diversity in Developmental Relationships
By: D. A. Thomas
Thomas, D. A. "The Dynamics of Managing Racial Diversity in Developmental Relationships." Administrative Science Quarterly 38, no. 2 (June 1993): 169–194.
- August 2017
- Article
Relationship Between Labor and Delivery Unit Management Practices and Maternal Outcomes
By: Avery C. Plough, Grace Galwin, Zhonghe Li, Stuart R. Lipsitz, Shehnaz Alidina, Natalie J. Henrich, Lisa R. Hirschhorn, William R. Berry, Atul A. Gawande, Doris Peter, Rory McDonald, Donna L. Caldwell, Janet H. Muri, Debra Bingham, Aaron B. Caughey, Eugene R. Declercq and Neel T. Shah
OBJECTIVE: To define, measure, and characterize key competencies of managing labor and delivery units in the United States and assess the associations between unit management and maternal outcomes.
METHODS: We developed and administered a management measurement... View Details
Keywords: Health Care and Treatment; Management Practices and Processes; Performance Evaluation; Outcome or Result; United States
Plough, Avery C., Grace Galwin, Zhonghe Li, Stuart R. Lipsitz, Shehnaz Alidina, Natalie J. Henrich, Lisa R. Hirschhorn, William R. Berry, Atul A. Gawande, Doris Peter, Rory McDonald, Donna L. Caldwell, Janet H. Muri, Debra Bingham, Aaron B. Caughey, Eugene R. Declercq, and Neel T. Shah. "Relationship Between Labor and Delivery Unit Management Practices and Maternal Outcomes." Obstetrics & Gynecology 130, no. 2 (August 2017): 358–365.