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  • 01 Oct 1999
  • News

Eight Among Many: Kenneth A. Goldman

Through broadband and cutting-edge technologies, the company offers cable customers a "parallel" Internet to the one presently accessed by telephone lines - one that is faster, more convenient, always on, and provides its own content... View Details
Keywords: Marguerite Rigoglioso
  • 01 Dec 2004
  • News

Starting Off on the Right Foot

When business and career psychologist James Waldroop counsels young executives who are starting assignments in a new company, he urges them to act like anthropologists. “For the first six months on the job, your assignment is to understand the View Details
Keywords: Deborah E. Blagg
  • 05 Oct 2021
  • Blog Post

First-Gen Voices: Eric Westphal on Tapping into the Global Alumni Network & Making a Difference across Borders

business operations where he didn’t have prior experience. His cross-functional role included standing up processes for the Cuidas customer success team, breaking down the customer journey with the product... View Details
  • 01 Dec 2018
  • News

Evergreen Business

Above: photo by John Loomis About 80 percent of Frans Kok’s (MBA 1972) cut-your-own customers make the trek to the Middleburg Christmas Tree Farm in Philomont, Virginia, during the two weeks after Thanksgiving. After bumping down the... View Details
Keywords: Jen McFarland Flint
  • 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
  • November 10, 2022
  • Article

5 Ways Startups Can Prepare for a Recession

By: Lou Shipley
Startups face unique challenges during economic downturns. They typically aren’t yet profitable and so are reliant on outside funding—and therefore are especially exposed when macroeconomic conditions change. To make it through a recession, startup CEOs should hit the... View Details
Keywords: Entrepreneurship; Organizational Culture; Sales; Customer Focus and Relationships; Decisions; Inflation and Deflation; Financial Crisis; Employee Relationship Management; Business Startups; Credit
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  • November 2019 (Revised September 2022)
  • Case

TripAdvisor: An Itinerary for Growth

By: Jeffrey F. Rayport, Spencer Rascoff and Susie L. Ma
In 2019, TripAdvisor was one of the best-known and most-trafficked online travel sites. For nearly 20 years, its founder and CEO Steve Kaufer had steered TripAdvisor through many phases of growth and profitability, but recently the company’s growth had started to slow.... View Details
Keywords: Business Growth and Maturation; Decision Making; Business or Company Management; Growth Management; Innovation and Invention; Brands and Branding; Operations; Customer Value and Value Chain; Information Technology; Travel Industry; Massachusetts
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  • December 2003 (Revised September 2005)
  • Case

Rein Chemical Company: Specialty Division

By: Francis Aguilar
This case describes corporate management's recent discovery of widespread unethical pricing transactions in one division and key managers' different views on how to respond. Students are asked to evaluate management's position and decide who should do what to resolve... View Details
Keywords: Customers; Price; Ethics; Business Divisions; Chemicals; Crisis Management; Chemical Industry
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  • 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
  • 10 Jun 2013
  • Research & Ideas

How Numbers Talk to People

deep statistical analysis, just good data and reporting approaches. It is often encountered in online businesses, where customer clickstreams provide plenty of data-often too much-for analysis. One expert practitioner of the CSI story... View Details
  • December 2009 (Revised October 2015)
  • Case

Diamond Foods

By: David E. Bell and Mary Louise Shelman
CEO Michael Mendes has transformed a grower-owned cooperative into a publicly traded top marketer of snack foods. Diamond's organization, culture, product development process, advertising and promotion strategy, and specifically its marketing department have been built... View Details
Keywords: Agribusiness; Business Model; Customer Focus and Relationships; Leadership; Marketing Strategy; Consumer Behavior; Organizational Change and Adaptation; Cooperative Ownership; Agriculture and Agribusiness Industry; Retail Industry; United States
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  • 28 Apr 2008
  • HBS Case

Negotiating with Wal-Mart

tractors ($12,000 each) as a cheaper and faster way to transport melons to the warehouse. Talley also negotiated a coveted co-management supplier agreement with Wal-Mart, showing how Frey Farms could share the responsibility of managing inventory levels and sales and... View Details
Keywords: by Julia Hanna; Retail
  • 17 Dec 2001
  • Research & Ideas

Venture Capital: Hot Markets and Current Industry Trends

added. Neeraj Agrawal, Senior Associate, Battery Ventures, said he's interested in enterprise software and data center automation, but not so keen on customer relations management or wireless. "The shine's off that apple." We're... View Details
Keywords: by Julia Hanna
  • 06 Jul 2021
  • Blog Post

The MS/MBA Technology Showcase: A Celebration of Our Startups

Showcase, I shared our story and our mission with my classmates, our advisors, and the broader MS/MBA community. Late hours spent doing customer interviews, applications submitted between MBA classes, and our multiple pivots all felt... View Details
  • 20 Dec 2018
  • Blog Post

A Time For Opportunity In Food and Agriculture

wearing multiple hats is always required. Chen explained that when he started at Toast, “it was about getting customers, getting products to market quickly, and setting up customer success teams.” But over time, his roles shifted to... View Details
  • Web

The Power of DEI: Harnessing Talent and Opportunity for Enduring Success - Course Catalog

to such values, benefits that include better decision-making, increased creativity, enhanced employee satisfaction, and richer customer insights. We will also investigate the complexity and difficulties of creating a markedly more... View Details
  • 01 Oct 1996
  • News

New Releases

performance, customer knowledge, internal processes, and learning and growth. The balanced scorecard is a practical management tool that marshals the value-added potential of people throughout the organization toward the achievement of... View Details
  • 01 Sep 2010
  • News

Reinventing the Annual Report

and customer satisfaction, factors that contribute to revenue growth. So how can shareholders and other stakeholders know if a company’s commitment to a sustainable society is contributing to a sustainable strategy that will create value... View Details
Keywords: Robert G. Eccles
  • 23 Dec 2002
  • Research & Ideas

Partnering and the Balanced Scorecard

diverse units, employees, and constituencies. In this chapter, we describe how effective leaders customize their organization's measurement and management system to partner with their employees for strategy implementation. We also discuss... View Details
Keywords: by Robert S. Kaplan & David P. Norton
  • 18 Oct 2018
  • Research & Ideas

How to Use Free Shipping as a Competitive Weapon

retailer profitability, and the impact of each policy on customer decisions about the size of their shopping carts and whether to purchase from particular product categories. It was written by Ngwe and Chaoqun Chen, assistant professor at... View Details
Keywords: by Kristen Senz; Retail