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Show Results For
- All HBS Web
(6,252)
- People (3)
- News (1,341)
- Research (4,159)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,891)
- Student-Profile
Professor Shunyuan Zhang
Shunyuan Zhang, assistant professor in the Marketing Unit, discusses her work studying how additional business can extract customer insights from unstructured data to aid their decisions and enhance customer... View Details
- 16 Sep 2008
- First Look
First Look: September 16, 2008
right industry and time to start new ventures. Entrepreneurs with demonstrated market timing skill are also more likely to outperform industry peers in their subsequent ventures. This is consistent with the view that if suppliers and View Details
- 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
- January 2008 (Revised August 2011)
- Case
ProntoWash: Washing the World's Cars to a Tango Beat
ProntoWash management considers whether franchising and the Balanced Scorecard could be combined to help customer-facing employees provide consistent service across the world and capture relevant management information. In 2007, ProntoWash, an international car-wash... View Details
Keywords: Customer Focus and Relationships; Growth and Development Strategy; Balanced Scorecard; Management Systems; Franchise Ownership; Performance Consistency; Argentina
Martinez Jerez, F. Asis, and Katherine M. Miller. "ProntoWash: Washing the World's Cars to a Tango Beat." Harvard Business School Case 108-037, January 2008. (Revised August 2011.)
- March 1993 (Revised April 1995)
- Case
IBM After-Sales Service
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details
Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry
Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)
- May 2024
- Supplement
gWorks (B)
By: Richard S. Ruback and Royce Yudkoff
In January of 2019, Joe Heieck, CEO of gWorks, was deciding whether to proceed with his acquisition of Data Tech, that was a business roughly the same size as gWorks. gWorks, which provided geospatial software to small city and rural county governments, was acquired by... View Details
Keywords: Acquisition; Small Business; Cost vs Benefits; Decisions; Business Education; Corporate Entrepreneurship; Leadership Style; Leading Change; Business or Company Management; Problems and Challenges; Talent and Talent Management; Customer Relationship Management; Technology Adoption; Information Infrastructure; Digital Platforms; Growth Management; Applications and Software; Risk and Uncertainty; Technology Industry; United States
Ruback, Richard S., and Royce Yudkoff. "gWorks (B)." Harvard Business School Multimedia/Video Supplement 224-722, May 2024.
- 01 Mar 2018
- News
Money (Actually) Can Buy Happiness
found that when you get a $25 bonus for yourself, not much happens. But if you get $25 to spend on a teammate, it makes you happier, and in some cases, it can also improve the coordination of the team. On the customer side, we’ve done... View Details
Keywords: April White
- 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
- 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
- 01 Jun 2017
- News
Case Study: Something New
sold for $5,000 in a boutique might cost as little as $200 in labor and supplies. By working directly with the factories, Anomalie can produce a custom gown for about $1,200. In the first two months that it was open for business, Anomalie... View Details
Keywords: April White
- 08 Mar 2012
- Research & Ideas
Unplugged: What Happened to the Smart Grid?
efficiency, remote troubleshooting, and customer personalization—has been delayed despite wide acceptance by many experts that the existing power system is falling far short of America's energy needs. In 2009, energy demand in the United... 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
- 25 Sep 2009
- News
Are You Being Served?
surprising than my unexpected win was the fact that all through the process, the state — and its oft-reviled bureaucracy — went out of its way to be fair, courteous, and forgiving. It got me to thinking: Has government been forced to become more View Details
- 01 Sep 2008
- News
Say “Green Cheese”
be shared. Newsweek noted that about three-quarters of Shutterfly’s customers are women because they typically serve as their families’ “chief memories officer.” View Details
- Web
IFC India 2025: From Gray to Green: A Glimpse of the Future of Green Hydrogen in India - Blog - Business & Environment
Blog Blog Filter Results Arrow Down Arrow Up Read posts from Author Alumni Author HBS Faculty Author HBS Staff Author Students Topics Topics Accelerating Climate Solutions Conference 2023 Alumni Alumni Programs Alumni in Climate Networking Series Business & Environment... View Details
- Web
Online Entrepreneurial Marketing Course | HBS Online
Establish a customer selection strategy, including buyer personas and journeys Devise strategies for engaging and influencing the stakeholders making purchasing decisions Understand the importance of brand-building and the key components... View Details
- 01 Mar 2025
- News
On The Case: The Base Factor
In her research as a marketing modeler, Professor Eva Ascarza focuses on understanding customers—and predicting, in particular, who will be a good one and how best to retain them. Without customers, obviously, there is no business. That could also be the tagline for... View Details
Keywords: Jen McFarland Flint
- 01 Jun 2002
- News
History Matters
History shows us that when economic times are tough, customer relations are more important than ever, according to HBS professor Nancy Koehn. In “Chasing Dreams during Troubled Times: Lessons from the Past” (Boston Globe, January 22,... View Details
- 28 Sep 2015
- Research & Ideas
Six Lessons from Mobile Money Ventures in Developing Countries
money service, Oi Paggo, but ultimately decided to re-launch the service under a different model. Regulations that are too strict can stifle innovation. In Sri Lanka, the Central Bank of Sri Lanka (CBSL) initially required all mobile money View Details