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Show Results For
- All HBS Web
(6,183)
- People (3)
- News (1,318)
- Research (4,094)
- Events (13)
- Multimedia (77)
- Faculty Publications (2,827)
Robert F. McDermott
diversified financial services enterprise with over $30 billion in assets. His deep commitment to customer service and concern for employee satisfaction were recognized by industry analysts who often ranked USAA as the best managed... View Details
Keywords: Finance
Albert H. Gordon
internationally when he opened Kidder, Peabody offices in Hong Kong and Japan. Known for his integrity, commitment to employees, and customer dedication, Gordon was considered one of the most respected icons on Wall Street for half a... View Details
Keywords: Finance
- 30 Oct 2005
- Research & Ideas
Tuning Jobs to Fit Your Company
customize products and respond to customers. Regional managers take responsibility for sales, product development, distribution, and manufacturing. As a consequence, the spans of control for managers back at the head office are relatively... View Details
Keywords: by Robert Simons
- 21 Nov 2016
- Research & Ideas
It Matters That Your CEO Doesn't Know Much About Sales
more specialists are needed to stay up to date with functional best practices. The problem that this influx of specialists creates, Cespedes says, is that fewer senior executives are responsible for integrating activities across the multiple activities that determine... View Details
Keywords: by Michael Blanding
- 15 Jul 2002
- Research & Ideas
Going Green Makes Good Business Sense
Star-Kist was under fire because its fishing practices for tuna in the eastern tropical Pacific involved accidental deaths of many dolphins, since tuna typically swim under schools of dolphins. Preliminary marketing research confirmed that View Details
Keywords: by Martha Lagace
- 29 Mar 2016
- First Look
March 29, 2016
https://www.hbs.edu/faculty/Pages/item.aspx?num=50822 forthcoming Manufacturing & Service Operations Management How Do Customers Respond to Increased Service Quality Competition? By: Buell, Ryan W., Dennis Campbell, and Frances X. Frei... View Details
Keywords: Sean Silverthorne
- 01 Mar 2011
- News
Making Their Way
for aggressively growing our U.S.-based manufacturing operations, while incorporating a global mindset and offering our customers a true international capability.” With technology leveling the playing field, CGM can function as a globally... View Details
- 18 Jun 2001
- Research & Ideas
Tech Investment the Wise Way
will gain and hold advantage over rivals. Defining a business model to commercialize a new technology begins with articulating a value proposition inherent in the new technology. The model must also specify a group of customers or a... View Details
- 01 Apr 2000
- News
Q & A: A Conversation with IRS Chief Charles Rossotti
that can't tell you exactly how much our customers have on deposit. We have 35-year-old systems for maintaining records on tape files. Our collection process and compliance examinations are months or years behind, largely due to... View Details
Keywords: Garry Emmons
- June 2014 (Revised March 2016)
- Case
Relating to Peapod
By: Susan Fournier and Jill Avery
Explores the relationships formed between consumers and the Peapod consumer-direct grocery delivery service, as revealed through an ethnographic study of Boston-area Peapod shoppers conducted between the Summer of 1997 and the Fall of 1999. Three representative case... View Details
Keywords: Brands and Branding; Customer Relationship Management; Marketing Strategy; Service Industry; Boston
Fournier, Susan, and Jill Avery. "Relating to Peapod." Harvard Business School Case 314-142, June 2014. (Revised March 2016.)
- 01 Sep 2013
- News
Passion & Purpose
employees in 28 offices. The company, with an industry-high 99 percent customer retention rate, regularly receives awards for its customer service. Roger W. Sant, MBA 1960 Cofounder and Chairman Emeritus,... View Details
- April 2009
- Article
How to Market in a Downturn
By: John A. Quelch and Katherine Jocz
This article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. Because no two recessions are exactly alike, marketers find themselves in poorly... View Details
Keywords: Customers; Economic Slowdown and Stagnation; Spending; Marketing Strategy; Consumer Behavior; Segmentation
Quelch, John A., and Katherine Jocz. "How to Market in a Downturn." Harvard Business Review 87, no. 4 (April 2009): 52–62.
- November 2006
- Case
Introducing Frequent Flyer Programs
By: Dennis A. Yao
Allows students to explore the value to American Airlines of introducing a frequent flyer program in 1981. View Details
- July–August 2016
- Article
The Decoupling Effect of Digital Disruptors
By: Thales S. Teixeira and Peter Jamieson
A new wave of Internet startups is disrupting established businesses by the process of “decoupling.” In this article, the authors discuss how these new digital disruptors allow consumers to benefit from one activity (e.g., watching shows) without incurring the cost of... View Details
Keywords: Competition; Internet and the Web; Business Startups; Product Marketing; Customization and Personalization
Teixeira, Thales S., and Peter Jamieson. "The Decoupling Effect of Digital Disruptors." European Business Review (July–August 2016): 17–24.
- February 2014 (Revised August 2014)
- Case
3D Systems
By: Karim R. Lakhani and David Lane
In late 2013, Rajeev Kulkarni needed to decide how best to facilitate the emergence of a broad base of users and content to promote the sale of 3D Systems' consumer-focused 3D printers. As yet, neither the company nor users had identified an indispensable application... View Details
Keywords: 3D Printing; Business Ecosystems; 3D Systems; Growth and Development Strategy; Marketing Strategy; Copyright; Two-Sided Platforms; Product Development; Customization and Personalization; Manufacturing Industry
Lakhani, Karim R., and David Lane. "3D Systems." Harvard Business School Case 614-035, February 2014. (Revised August 2014.)
- 05 Mar 2021
- Blog Post
Intensive Bootcamp Kicked my Entrepreneurship Goals Into Gear
wanted to create going into Bootcamp. Our advisors, however, really pushed us to dive deep into customer discovery, surveys and experiments to truly understand the problem we were trying to solve. In talking with potential View Details
- 06 Dec 2021
- News
In My Humble Opinion: Come Clean
Twenty years ago, when a broker called to tell Jon Simon (MBA 1980) about the possibility of acquiring Parkway Custom Drycleaning, the broker didn’t initially reveal what it was—a high-end dry-cleaning business founded in 1926. Convinced... View Details
- 01 Dec 2017
- News
Ask the Expert: Human Intelligence
find an area where narrow AI is not having an impact,” says Seseri, which raises questions for business leaders in all sectors. How can e-commerce businesses benefit from artificial intelligence in the near future? And how will potential View Details
Keywords: April White
- 01 Apr 1999
- News
Short Takes
internal intranet, "thereby allowing customers to serve themselves through their own computers within their own organizations." Nolan also points to Microsoft founder Bill Gates's strategy of holding computer prices relatively constant... View Details
Keywords: Eileen K. McCluskey
- 01 Jun 2018
- News
The Evolution of Modern Pricing Models
necessarily beneficial for e-commerce vendors. What led you to make that argument? TT: Amazon has been a leader in the idea of reducing friction in shopping. One click, you’ve bought your books. So other companies also wanted to reduce the effort for View Details