Publications

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October 2004 (Revised March 2005)
Case

Citizens Bank

By: Rajiv Lal and Arar Han

In November 2004, Larry Fish, chairman of Citizens Bank, is wondering about the challenges posed by the latest and largest acquisition in the history of the bank. Fish has always believed that the success of Citizens thus far was facilitated by the credo he introduced... View Details

Keywords: Acquisition; Change Management; Customer Focus and Relationships; Employees; Leading Change; Performance Effectiveness; Banking Industry

February 2011 (Revised November 2013)
Case

The Cheezburger Network

By: John Deighton and Leora Kornfeld

Cheezburger Network was a Web publisher of humorous, user-contributed content, using social media for dissemination, and selling advertising against the traffic of 1 billion page views per quarter. In January 2011, it raised $30 million in venture capital for the... View Details

Keywords: Budgets and Budgeting; Digital Marketing; Customer Relationship Management; Venture Capital; Emerging Markets; Strategic Planning; Sales; Internet and the Web; Publishing Industry; Web Services Industry

2002
Chapter

Use the Balanced Scorecard to Partner with Strategic Constituents: Employees, Customers, Suppliers, and Communities

By: Robert S. Kaplan and David P. Norton

Keywords: Balanced Scorecard; Employee Relationship Management; Customer Relationship Management; Business and Community Relations; Business and Stakeholder Relations

26 Jul 2016
First Look

July 26, 2016

Moody’s downgrading the bank’s debt due to rising nonperforming assets. She embarks on a mission to improve the bank’s risk taking and management abilities, ensure uniform customer experience, and encourage greater collaboration among... View Details

Keywords: Sean Silverthorne

Gordon M. Bethune

When Bethune took over Continental, the company was nearly out of cash, there was conflict between employees and management, and the airline ranked last in customer satisfaction. Bethune initiated a market research campaign to determine... View Details

Keywords: Transportation

26 Jan 2004
Research & Ideas

What Developing-World Companies Teach Us About Innovation

countries generally lack a solid technology base of trained scientists and world-class research universities. 2. Companies in developing countries must manage to eke out a profit while serving customers with low disposable income; per... View Details

Keywords: by Donald N. Sull, Alejandro Ruelas-Gossi & Martin Escobari

Michael A. Volkema

Volkema was devoted to turning the office furniture company into a profitable enterprise. Developing an extensive 12 person Executive Leadership team, Volkema redesigned HM’s core value system, launching the Blueprint for Corporate Community program, which has a... View Details

Keywords: Fabricated Goods

December 2007 (Revised May 2009)
Case

Can PACIV (Puerto Rico) Serve European Customers?

Jorge Rodriguez-Gonzalez, PACIV's (Puerto Rico) founding CEO, is considering expanding PACIV's pharmaceutical manufacturing compliance services company to the U.K. and Europe. He has to decide whether to hire Wayne Snelgrove and how to define the scope of his... View Details

Keywords: Customer Focus and Relationships; Entrepreneurship; Cross-Cultural and Cross-Border Issues; Global Strategy; Pharmaceutical Industry; Service Industry; Europe; United Kingdom; Puerto Rico

19 Jan 2011
First Look

First Look: Jan. 18

under the Hood: Wealth-based Discrimination in Illicit Customer Help Authors:F. Gino and L. Pierce Publication:Organization Science 21, no. 6 (November-December 2010) Abstract This paper investigates whether an employee's perception of... View Details

Keywords: Sean Silverthorne

01 Sep 2009
News

E Ink’s Wild Ride

percent a year and is poised on the cusp of enormous change. In June, Prime View International (PVI) signed an agreement to acquire E Ink for about $215 million. Based in Taipei, Taiwan, PVI is E Ink’s largest customer and the world’s... View Details

Keywords: Julia Hanna; e-books; e-reading; News, Library, Internet, and Other Services; Information; Computer and Electronic Product Manufacturing; Manufacturing

May 2020 (Revised January 2022)
Case

Michael Ku and Global Clinical Supply at Pfizer Inc.: Bringing Hope to Patients (A)

By: Linda A. Hill, Allison J. Wigen and Emily Tedards

Michael Ku joined Pfizer in 2011, after the company had undergone three large-scale mergers and acquisitions. His mission was to drive the digital transformation of the company’s clinical supply chain, but he knew he had to start with the culture. Over the next eight... View Details

30 Apr 2008
Sharpening Your Skills

Sharpening Your Skills: Brand Management

their customers' customers can capture a larger share of channel margins and build loyalty that can protect them against lower-priced competitors. Can Individuals Create Their Own Brand? The Case of the Mystery Writer's Brand A look... View Details

Keywords: by Staff; Sports; Publishing; Auto

01 Sep 2016
News

Clay Christensen on Competing Against Luck

outlines—the “theory of jobs to be done”—and how that concept might play out in the auto industry. —Dan Morrell Your theory essentially reframes how managers think about their products or services—as a sort of job that the customer is... View Details

06 May 2002
What Do You Think?

What’s Driving the “New Marketing?”

'Partner' I mean both the customers (who help define the value) as well as the enabling partners (who help in delivering the value)." Perhaps we should be encouraged that the ideas excerpted from Marketing Moves (always at the risk... View Details

Keywords: by James Heskett

Web

Once in a Lifetime Opportunities | Social Enterprise | Harvard Business School

effectively and efficiently measure the impact of Acumen’s portfolio companies. “We developed Lean Data as a smart way to listen to our customers and understand the impact of our products and services on their lives,” Kasia says. In the... View Details

24 Apr 2014
News

Using storytelling to transform the retail experience

stories about the exceptional artisans who craft the jewelry, accessories, items for babies and children, paper goods, and home decor. “The world isn’t about just selling stuff anymore, it’s about knowing your customer really well and... View Details

October 2014 (Revised May 2017)
Teaching Note

Pfizer and AstraZeneca: Marketing an Acquisition (A) & (B)

By: John A. Quelch

Keywords: Mergers ＆ Acquisitions; Pharmaceutical Companies; Economic Impact Of Mergers; Mergers Impact On International Economies; Impact On Consumers Of Mergers; Customers; Economics; Marketing; Planning; Strategy; Pharmaceutical Industry; Europe; North and Central America