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  • 2012
  • Chapter

Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM

By: Jill Avery and Susan Fournier
With incidences in the 20%–25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their customer portfolios. This chapter traces the relationship trajectory of a 30-year customer of Filene's... View Details
Keywords: Brands; Brand Management; CRM; Customer Relationship Management; Customer Focus and Relationships; Customers; Marketing; Brands and Branding; Marketing Communications; Marketing Strategy; Consumer Products Industry
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  • 27 Jan 2015
  • First Look

First Look: January 27

parts to exact specifications, which could fit into almost any gun of the same type. This made replacement and repair significantly easier and production more uniform. Other industries and countries would later implement these principles... View Details
Keywords: Sean Silverthorne
  • 28 May 2013
  • First Look

First Look: May 28

  Publications 2006 Journal of Organization Design The Strategic Fitness Process: A Collaborative Action Research Method for Developing Organizational Prototypes and Dynamic Capabilities By: Beer, Michael Abstract—Organizations... View Details
Keywords: Sean Silverthorne
  • 03 Feb 2009
  • First Look

First Look: February 3, 2009

change in a nation with a relatively constant patent policy, Great Britain. Getting Known by the Company You Keep: Publicizing the Qualifications and Former Associations of Skilled Employees Authors: Peter Roberts and Mukti Khaire Publication: View Details
Keywords: Martha Lagace
  • August 2015
  • Article

Hospital Board and Management Practices Are Strongly Related to Hospital Performance on Clinical Quality Metrics

By: Thomas C Tsai, Ashish K. Jha, Atul A. Gawande, Robert S. Huckman, Nicholas Bloom and Raffaella Sadun
National policies to improve health care quality have largely focused on clinical provider outcomes and, more recently, payment reform. Yet the association between hospital leadership and quality, although crucial to driving quality improvement, has not been explored... View Details
Keywords: Hospitals; Quality; Governing and Advisory Boards; Management Practices and Processes; Service Delivery; Health Care and Treatment; Health Industry
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  • 26 Sep 2023
  • Book

Digital Strategy: A Handbook for Managing a Moving Target

characterized the industrial age (Birkinshaw, 2018). Second, we define what digital strategy is and explain how it matters to competition. Third, we highlight a few themes from this book’s chapters that illustrate how digital strategy is... View Details
Keywords: by Dina Gerdeman; Information Technology; Technology
  • July 2014
  • Article

Project Complexity and Systems Integration: Constructing the London 2012 Olympics and Paralympics Games

By: Andrew Davies and Ian Mackenzie
Our study of the London Olympics 2012 construction programme showed that systems integration is one of the major challenges involved in delivery of a complex "system of systems"—or array—project. Organizations cope with complexity by decomposing a project into... View Details
Keywords: Integration; Construction; Complexity; Sports; Projects; Construction Industry; Construction Industry; London
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  • 07 Feb 2022
  • Research & Ideas

Digital Transformation: A New Roadmap for Success

end-to-end customer experiences in an unforgiving dynamic economy. As one executive put it, in a hyperconnected world, competitors can "pop up from anywhere and everywhere." With rising expectations of customers and other stakeholders, no... View Details
Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards
  • 18 Mar 2024
  • Research & Ideas

When It Comes to Climate Regulation, Energy Companies Take a More Nuanced View

Common wisdom holds that oil and gas companies, electric utilities, and other industries known for their large carbon emissions generally oppose clean energy policies. Now, a study of corporate advocacy spanning 30 years reveals that many companies are more flexible... View Details
Keywords: by Desmond Dodd; Energy; Utilities
  • 2024
  • Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
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  • 25 Jan 2021
  • Book

In a Nutshell, Why American Capitalism Succeeded

How did the United States become the world’s center of business growth following its founding in 1776? Surely a number of nations had powerful natural resources, stable financial and legal institutions, and dynamic entrepreneurs over that... View Details
Keywords: by Sean Silverthorne; Manufacturing
  • 18 Jul 2023
  • Research & Ideas

Will Global Demand for Oil Peak This Decade?

Is the globe’s thirst for oil finally topping out? A major international energy watcher says yes, predicting last month that demand for global oil for transport will peak around 2026, plateau for all uses by 2028, and possibly hit a zenith by the end of the decade.... View Details
Keywords: by Alvin Powell, Harvard Gazette; Energy; Industrial Products; Auto; Green Technology
  • Fall 2017
  • Article

Strengthening and Streamlining Bank Capital Regulation

By: Robin Greenwood, Samuel Gregory Hanson, Jeremy C. Stein and Adi Sunderam
We propose three core principles that should inform the design of bank capital regulation. First, wherever possible, multiple constraints on the minimum level of equity capital should be consolidated into a single constraint. This helps to avoid a distortionary... View Details
Keywords: Banks and Banking; Capital; Governing Rules, Regulations, and Reforms; Banking Industry
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  • 2023
  • Working Paper

Advances in Power-to-Gas Technologies: Cost and Conversion Efficiency

By: Gunther Glenk, Philip Holler and Stefan Reichelstein
Widespread adoption of hydrogen as an energy carrier is widely believed to require continued advances in Power-to-Gas (PtG) technologies. Here we provide a comprehensive assessment of the dynamics of system prices and conversion efficiency for three currently prevalent... View Details
Keywords: Clean Tech; Decarbonization; Carbon Emissions; Learning By Doing; Environment; Energy; Environmental Management; Sustainable Cities; Price; Energy Industry; Energy Industry; Energy Industry; Energy Industry; Energy Industry; Europe; North America; South America; Africa; Asia
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  • October 2001 (Revised November 2002)
  • Case

Herman Miller(B): Creating Innovation Streams

By: Sandra J. Sucher and Stacy McManus
In 1997, Mike Volkema faced the difficulty of attempting to revitalize a once dynamic organization. Volkema wondered how he could incorporate advances made within subsidiaries, such as Miller SQA's business model innovation, into the company as a whole while also... View Details
Keywords: Innovation and Invention; Innovation and Management; Product Design; Product Development; Product; Supply Chain Management; Business Model; Service Delivery; Customer Value and Value Chain; Manufacturing Industry; Manufacturing Industry
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  • February 1992 (Revised March 1993)
  • Case

Intel Corp.--1992

By: Kenneth A. Froot
Intel Corp., the world's dominant designer and manufacturer of microprocessors (the "brains" of the personal computer), has accumulated a large amount of cash (net of debt). Furthermore, it expects to continue to accumulate cash at an unprecedented rate. Has the... View Details
Keywords: Dividends; Financial Management; Competition; Multinational Firms and Management; Cash; Technological Innovation; Capital Structure; Investment Return; Equity; Financial Strategy; Corporate Finance; Semiconductor Industry; United States
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  • 29 Oct 2013
  • First Look

First Look: October 29

Getting to Yes by Roger Fisher, William Ury, and Bruce Patton and the hard-bargaining style of Herb Cohen's You Can Negotiate Anything. Now Michael Wheeler provides a dynamic alternative to one-size-fits-all strategies that don't match... View Details
Keywords: Sean Silverthorne
  • 14 Mar 2007
  • Op-Ed

Government’s Misguided Probe of Private Equity

that Judge Medina flagged a half-century ago seem destined to be repeated. Dynamic Industry Far from being a static industry with ossified giants, private equity features... View Details
Keywords: by Josh Lerner; Financial Services
  • 08 Oct 2013
  • First Look

First Look: October 8

  Publications August 2013 The Industrial Policy Revolution I: The Role of Government Beyond Ideology Growth and the Quality of Foreign Direct Investment: Is All FDI Equal By: Alfaro, Laura, and Andrew Charlton Abstract—In this paper we... View Details
Keywords: Sean Silverthorne
  • 03 Nov 2009
  • First Look

First Look: Nov. 3

sales, profitability, and assets. Here we analyze firm characteristics shown by industry before and after liberalization and investigate how industrial concentration, the number, and size of firms of the... View Details
Keywords: Martha Lagace

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