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Show Results For
- All HBS Web
(6,184)
- People (3)
- News (1,318)
- Research (4,094)
- Events (13)
- Multimedia (77)
- Faculty Publications (2,827)
- 05 May 2003
- Research & Ideas
How Bank of America Turned Branches into Service-Development Laboratories
deposits and withdrawals. Five were turned into "financial centers," spacious, relaxed outlets where customers would have access to the trained staff and advanced technologies required for sophisticated services such as stock... View Details
- 02 Aug 2021
- What Do You Think?
Can Companies with Remote Management Succeed?
conditions mentioned included only if: Top management is ready to know more about customer experiences and make the investment required to put the knowledge to work. Management is prepared to delegate the task to a broad swath of the... View Details
Keywords: by James Heskett
- 01 Dec 2014
- News
Instilling Production with Principles
pro-environmental policies are money savers and the key to her company’s continued success, Yang says. More Retail Revolutions Recycling the Consignment Shop Bigger than the local consignment shop and easier than eBay, thredUP, cofounded by James Reinhart (MPA/MBA... View Details
- 01 Dec 2014
- News
Faculty Q&A: The New Brand Manager: You
Now that customers have more of a voice in the consumer-brand relationship, some brands have suffered loud criticism for recent business decisions. How can brands avoid that pitfall? I’m not sure consumer criticism is always necessarily... View Details
Keywords: April White
- 03 Mar 2015
- First Look
First Look: March 3
generate large amounts of data, as it was capable of sequencing an entire human genome in less than eight hours. At this price, GenapSys' device would be attractive to customers that had been unable to afford sequencers, such as smaller... View Details
Keywords: Sean Silverthorne
- 24 Apr 2012
- First Look
First Look: April 24
hierarchies. Flattening (or delayering, as it is also known) typically refers to the elimination of layers in a firm's organizational hierarchy and the broadening of managers' spans of control. The alleged benefits of flattening flow primarily from pushing decisions... View Details
Keywords: Carmen Nobel
- 01 Apr 2021
- Blog Post
An Aerospace Engineer Provides a Lift for Underrepresented Innovators and Entrepreneurs
engineer for the 767 tanker and 787 Dreamliner. She was particularly taken with the Dreamliner, Boeing’s only fully composite plane, and became curious about what happened to the aircraft after it left the factory. So Shodiya transitioned to the View Details
- March 2011 (Revised December 2012)
- Case
Demand Media
By: John Deighton and Leora Kornfeld
Google search had helped Demand Media grow to be a $1.9 billion online publisher. Then, social media and smartphone apps began to change the way people navigated the Internet. How should Demand Media respond? The business ran on a radically new model in which a stable... View Details
Keywords: Business Model; Information Publishing; Consumer Behavior; Customization and Personalization; Internet and the Web; Publishing Industry
Deighton, John, and Leora Kornfeld. "Demand Media." Harvard Business School Case 511-043, March 2011. (Revised December 2012.) (request a courtesy copy.)
- 18 Oct 2016
- First Look
October 18, 2016
2016 New York: HarperBusiness Competing Against Luck: The Story of Innovation and Customer Choice By: Christensen, Clayton M., Taddy Hall, Karen Dillon, and David S. Duncan Abstract—The foremost authority on innovation and growth presents... View Details
Keywords: Sean Silverthorne
- May 1999 (Revised March 2001)
- Case
Marshall Industries
Confounding predictions that the Internet would "disintermediate" commerce, making "middle man" companies all but obsolete, Marshall Industries, a leading electronics distributor, used the Internet and digital technologies to reinvent itself. Marshall continued to sell... View Details
Keywords: Organizational Change and Adaptation; Digital Platforms; Internet and the Web; Supply Chain; Emerging Markets; Customer Focus and Relationships; Distribution Industry; Electronics Industry
Rayport, Jeffrey F., and Cathy Olofson. "Marshall Industries." Harvard Business School Case 899-239, May 1999. (Revised March 2001.)
- December 2007 (Revised February 2017)
- Case
Vegpro Group: Growing in Harmony
By: David E. Bell, Brian Milder and Mary Shelman
Vegpro, a horticulture company, is Kenya's largest exporter of fresh vegetables and flowers to top supermarkets in the U.K. and Europe. In 2007, Vegpro's business is threatened by growing consumer concern about the environmental impact of food production and transport,... View Details
Keywords: Customer Satisfaction; Developing Countries and Economies; Ethics; Food; Growth and Development Strategy; Operations; Environmental Sustainability; Agriculture and Agribusiness Industry; Kenya; Europe; United Kingdom
Bell, David E., Brian Milder, and Mary Shelman. "Vegpro Group: Growing in Harmony." Harvard Business School Case 508-001, December 2007. (Revised February 2017.)
- January 2021 (Revised May 2021)
- Case
Ocado Group: Ready for the Future
By: José B. Alvarez, Damien McLoughlin and Natalie Kindred
Keywords: Growth and Development; Innovation and Invention; Innovation and Management; Innovation Strategy; Innovation Leadership; Strategy; Disruption; Disruptive Innovation; Internet and the Web; Consumer Behavior; Crisis Management; Customer Value and Value Chain; Food and Beverage Industry; Retail Industry; Consumer Products Industry; Agriculture and Agribusiness Industry; Technology Industry; United Kingdom; United States; Europe
Alvarez, José B., Damien McLoughlin, and Natalie Kindred. "Ocado Group: Ready for the Future." Harvard Business School Case 521-061, January 2021. (Revised May 2021.)
- 27 Sep 2018
- Working Paper Summaries
Large-Scale Demand Estimation with Search Data
- Web
Franklin R. Anderson Classroom, Aldrich Hall 11 | About
in order to return to community development work upon graduation from HBS. He is the retired chair of the board of Custom Molders, Inc., of Durham, North Carolina. View Details
- 02 Nov 2016
- What Do You Think?
Are Employees Becoming Job 'Renters' Instead of 'Owners'?
“It may not be possible for every employee (to) value the company as if it were his own. The next best thing is to make the customer the focus of everyone’s work. When customer service is enculturated... View Details
Keywords: by James Heskett
- 25 Aug 2022
- News
Case Study: Sound Check
making sure our existing customers still win and that we can still grow in that market,” says Pemberton. Should LS stick with the formula that’s been working, or should they make the leap to enterprise sales and commit to the scaling it... View Details
- 01 Mar 2007
- News
Courting the Poor
A BETTER MOUSETRAP: At a Magazine Luiza virtual showroom, sales staff use computers to help customers make their purchases. Photo COURTESY MAGAZINE LUIZA The inspiration for a new case can strike at any time. For HBS associate professor... View Details
- 03 Feb 2003
- Research & Ideas
Web Services
service technologies from a provider, customer, and investor perspective. Customers are concerned with integration and driving down costs, said Steven Lewis, Microsoft's general manager of .net market development. "There is a lot of... View Details
- 01 Apr 2002
- News
Professorship Brings Brierley's HBS Connection Full Circle
members, Epsilon engineered many of the ‘customer relationship' techniques that make today's customer loyalty programs so successful," says Brierley, who served as Epsilon's president and CEO for its first ten years. In 1980, serving... View Details
- 01 Jun 2017
- News
Inbox: From Das’s Desk
research has focused on various aspects of customer management in B2B contexts, including customer selection and portfolio management; managing a spectrum of customer... View Details
Keywords: Das Narayandas