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  • All HBS Web  (2,180)
    • News  (416)
    • Research  (1,468)
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    • Multimedia  (6)
  • Faculty Publications  (641)

Show Results For

  • All HBS Web  (2,180)
    • News  (416)
    • Research  (1,468)
    • Events  (1)
    • Multimedia  (6)
  • Faculty Publications  (641)
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  • May 2010 (Revised November 2010)
  • Case

Investment Technology Group

By: Clayton S. Rose and David Lane
Investment Technology Group (ITG) CEO Robert Gasser wondered if the financial crisis had permanently affected the firm's business model. A leader in trade analytics and execution for institutional equity investors, ITG had grown since its establishment in 1987 in step... View Details
Keywords: Customer Relationship Management; Financial Crisis; Investment; Resignation and Termination; Crisis Management; Product Positioning; Organizational Change and Adaptation; Financial Services Industry; Information Technology Industry; New York (city, NY)
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Rose, Clayton S., and David Lane. "Investment Technology Group." Harvard Business School Case 310-064, May 2010. (Revised November 2010.)
  • 03 Jun 2015
  • News

Developing Employees Who Think for Themselves

  • October 2018
  • Article

Competing with Complementors: An Empirical Look at Amazon.com

By: Feng Zhu and Qihong Liu
Platform owners sometimes enter complementors' product spaces to compete against them directly. Prior studies have offered two possible explanations for such entries: platform owners may target the most successful complementors so as to appropriate value from their... View Details
Keywords: Amazon; Complementors; Co-opetition; Entry; Platform-based Markets; Competition; Digital Platforms; Competitive Strategy
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Zhu, Feng, and Qihong Liu. "Competing with Complementors: An Empirical Look at Amazon.com." Strategic Management Journal 39, no. 10 (October 2018): 2618–2642.
  • 13 Nov 2013
  • Research & Ideas

Should Men’s Products Fear a Woman’s Touch?

cigarettes. “Even though there was a functional need for men to drink lower-calorie soda, men couldn't bridge the gender gap image-wise without a new brand and product just for them” Research shows that loyal customers often get upset... View Details
Keywords: by Carmen Nobel; Consumer Products; Food & Beverage; Auto
  • 22 Dec 2008
  • Research & Ideas

10 Reasons to Design a Better Corporate Culture

Why is it that many of the same companies appear repeatedly on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? In their new book, The Ownership Quotient, HBS... View Details
Keywords: by James L. Heskett, W. Earl Sasser & Joe Wheeler
  • April 2008
  • Exercise

Exercise: Customer-Operator Letter Writing

By: Frances X. Frei
The exercise involves having students write letters to an organization of their choice describing their operating experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class.... View Details
Keywords: Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Knowledge Sharing; Knowledge Use and Leverage; Performance Improvement
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Frei, Frances X. "Exercise: Customer-Operator Letter Writing." Harvard Business School Exercise 608-126, April 2008.
  • 20 Nov 2017
  • Research & Ideas

How Independent Bookstores Have Thrived in Spite of Amazon.com

Click HereIndependent bookstores provide a story of hope by focusing on core values that include community, curation, and convening. (Video by Amelia Kunhardt) When Amazon.com burst onto the nascent online retail scene in 1995, the future... View Details
Keywords: by Carmen Nobel (with video by Amelia Kunhardt); Retail
  • December 2000
  • Background Note

Online Retailers

By: Thomas R. Eisenmann and Alastair Brown
Describes online retailers, companies that use the Internet to sell physical goods. Defines online retailers and describes different ways to categorize them. Explores their economic model and value proposition for consumers in comparison with offline retailers. Next,... View Details
Keywords: Business Model; Internet; Retail Industry
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Eisenmann, Thomas R., and Alastair Brown. "Online Retailers." Harvard Business School Background Note 801-306, December 2000.
  • January 2021
  • Case

Anodot: Autonomous Business Monitoring

By: Antonio Moreno and Danielle Golan
Autonomous business monitoring platform Anodot leveraged machine learning to provide real-time alerts regarding business anomalies. Anodot’s solution was used in various industries in order to primarily monitor business health, such as revenue and payments, product... View Details
Keywords: Digital Platforms; Internet and the Web; Knowledge Sharing; Information Management; Sales; Value Creation; Product Positioning; Israel
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Moreno, Antonio, and Danielle Golan. "Anodot: Autonomous Business Monitoring." Harvard Business School Case 621-084, January 2021.
  • 13 Oct 2015
  • First Look

October 13, 2015

increase in customer-reported quality and reduced throughput times by 19.2%. Laboratory studies revealed that customers who experienced process transparency perceived greater employee effort, and as a consequence, were more appreciative... View Details
  • 17 May 2022
  • News

Delivering a Personalized Shopping Experience with AI

  • March 2022 (Revised July 2022)
  • Teaching Note

Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences

By: Jill Avery
Camera IQ, a camera marketing software company that empowered brands to create and launch augmented reality experiences (AREs) across social platforms, had just raised an additional $5 million to fund further product development and expand its marketing and sales... View Details
Keywords: Brand Management; Virtual Reality; Augmented Reality; B2B; E-commerce; Technology Platform; Marketing; Marketing Communications; Marketing Strategy; Brands and Branding; Digital Marketing; Internet and the Web; Growth Management; Customer Relationship Management; Customer Value and Value Chain; Social Media; Applications and Software; Digital Platforms; Advertising Industry; United States
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Avery, Jill. "Camera IQ and the Metaverse: Building Augmented Reality Brand Experiences." Harvard Business School Teaching Note 522-065, March 2022. (Revised July 2022.)
  • January 2010 (Revised April 2010)
  • Case

Credit Suisse Group: Managing Equity Research as a Business

By: Boris Groysberg, Paul M. Healy and Sarah Abbott
In 2003, in the midst of industry turmoil and company-specific challenges, Stefano Natella was named Global Head of Equity Research at Credit Suisse. Over a six-year period, Natella implemented and refined a new methodology for valuing equity research analysts, both... View Details
Keywords: Business Model; Change Management; Customer Satisfaction; Compensation and Benefits; Selection and Staffing; Balanced Scorecard; Organizational Change and Adaptation; Financial Services Industry
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Groysberg, Boris, Paul M. Healy, and Sarah Abbott. "Credit Suisse Group: Managing Equity Research as a Business." Harvard Business School Case 410-073, January 2010. (Revised April 2010.)
  • March 2024
  • Case

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Bruce Hardie, Michael Ross and Peter S. Fader
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States
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Ascarza, Eva, Bruce Hardie, Michael Ross, and Peter S. Fader. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Case 524-046, March 2024.
  • 08 Nov 2018
  • News

Bookshelf: November / December 2018

  • 12 Oct 2007
  • Working Paper Summaries

Mental Accounting and Small Windfalls: Evidence from an Online Grocer

Keywords: by Katherine L. Milkman, John Beshears, Todd Rogers & Max H. Bazerman
  • March 2023 (Revised August 2023)
  • Case

Majid Al Futtaim: Adapting the Shopping Mall to the Digital Era

By: Antonio Moreno and Gamze Yucaoglu
The case opens in August 2022, as Ahmed Galal Ismail, CEO of Majid Al Futtaim Properties and Fatima Zada, digital and omnichannel director at Majid Al Futtaim Shopping Malls, go over the plans to roll out the omnichannel mall offering for the Mall of the Emirates they... View Details
Keywords: Business Model; Strategy; Information Technology; Technology Adoption; Value Creation; Competition; Expansion; Profit; Corporate Strategy; Retail Industry; Real Estate Industry; United Arab Emirates
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Moreno, Antonio, and Gamze Yucaoglu. "Majid Al Futtaim: Adapting the Shopping Mall to the Digital Era." Harvard Business School Case 623-051, March 2023. (Revised August 2023.)
  • August 2020 (Revised August 2023)
  • Case

Nubank: Democratizing Financial Services

By: Michael Chu, Carla Larangeira and Pedro Levindo
Nubank, a wholly-digital solution created to disrupt Brazilian banking, with 6 million clients and a $4 billion valuation after five years, must decide whether to expand to Mexico. The company was founded in São Paulo in 2013 by Colombian-born David Vélez to seize what... View Details
Keywords: Fintech; Financial Inclusion; Digital Banking; Credit Cards; Banks and Banking; Disruption; Expansion; Growth and Development Strategy; Financial Services Industry; South America; Brazil; North America; Mexico
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Chu, Michael, Carla Larangeira, and Pedro Levindo. "Nubank: Democratizing Financial Services." Harvard Business School Case 321-068, August 2020. (Revised August 2023.)

    Michael E. Porter

    Michael Porter is an economist, researcher, author, advisor, speaker and teacher. Throughout his career at Harvard Business School, he has brought economic theory and strategy concepts to bear on many of the most challenging problems facing corporations, economies... View Details

    Keywords: biotechnology; e-commerce industry; health care; information; information technology industry; internet; nonprofit industry; service industry; state government
    • March 2001 (Revised September 2005)
    • Case

    Ritz-Carlton Hotel Company, The

    By: Sandra J. Sucher and Stacy McManus
    In just seven days, the Ritz-Carlton transforms newly hired employees into "Ladies and Gentlemen Serving Ladies and Gentlemen." The case details a new hotel launch, focusing on the unique blend of leadership, quality processes, and values of self-respect and dignity,... View Details
    Keywords: Customer Satisfaction; Innovation and Invention; Leadership; Brands and Branding; Product Launch; Service Operations; Performance Improvement; Problems and Challenges; Quality; Status and Position; Culture; Value Creation; Accommodations Industry; Service Industry
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    Sucher, Sandra J., and Stacy McManus. "Ritz-Carlton Hotel Company, The." Harvard Business School Case 601-163, March 2001. (Revised September 2005.)
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