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  • 01 Apr 2000
  • News

Rethinking Call Centers: Effective Delivery of Service is Key

call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and... View Details
  • 25 May 2020
  • Research & Ideas

Has Occupational Licensing Outlived Its Usefulness?

or she will pay. The study, Consumer Protection In An Online World: An Analysis Of Occupational Licensing, is the first to look together at what consumers care about and the effects on demand and metrics of customer satisfaction. It is... View Details
Keywords: by Martha Lagace; Service
  • 22 Sep 2014
  • Op-Ed

Online Banks Fill Funding Needs for Small Business

scale, these alternative players have the potential to fundamentally change the way in which small businesses access capital, creating greater competition, price transparency, and a better customer experience. Emerging online players are... View Details
Keywords: by Karen Mills; Banking; Financial Services
  • 06 Sep 2011
  • Research & Ideas

The Power of Leadership Groups for Staying on Track

collaboration rather than command and control as their basis for interaction.. “Over the long term, organizations filled with empowered employees who collaborate to serve customers will consistently outperform hierarchical organizations”... View Details
Keywords: by Bill George
  • 10 Nov 2009
  • First Look

First Look: Nov. 10

http://cb.hbsp.harvard.edu/cb/product/110024-PDF-ENG Zappos.com 2009: Clothing, Customer Service and Company Culture Frances X. Frei, Robin J. Ely, and Laura WinigHarvard Business School Case 610-015 On July 17, 2009, Zappos.com, a... View Details
Keywords: Martha Lagace
  • 15 Sep 2003
  • Research & Ideas

The Lessons of New-Market Disruption

In the early 1990s, both Teradyne and Hewlett-Packard identified new technologies that had enormous potential to cause new-market disruptions. As with most disruptive innovations, these technologies offered to provide smaller and less expensive solutions for View Details
Keywords: by Clark Gilbert; Technology
  • December 2004 (Revised December 2005)
  • Case

Nectar: Making Loyalty Pay

By: John A. Deighton
Loyalty Management UK (LMUK) manages British supermarket chain Sainsbury's frequent-shopper card program, called Nectar. LMUK uses Sainsbury's sponsorship as the magnet to attract other retailers into a profitable, multisponsor loyalty network. Examines the economics... View Details
Keywords: Customer Focus and Relationships; Business or Company Management; Supply Chain Management; Marketing Strategy; Networks; Marketing Channels; Advertising Campaigns; Outcome or Result; Growth and Development; Retail Industry; Great Britain
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  • 01 Sep 2014
  • News

New Idea: On-Demand Package Delivery

spring, Moskowitz and five classmates launched a startup they call Boxxify to provide a solution. E-commerce customers have their packages delivered to Boxxify, which, for a $7 fee (regardless of number of items), drops them off with... View Details
Keywords: Francis Storrs
  • 27 Sep 2018
  • Working Paper Summaries

Large-Scale Demand Estimation with Search Data

Keywords: by Tomomichi Amano, Andrew Rhodes, and Stephan Seiler; Retail
  • 17 Jul 2023
  • Blog Post

From the Panelists: Toward a Decarbonized Future: Who Pays? Who Profits?

today, so the near-term is defined much more by deploying existing solutions than inventing never-before-known solutions.” He added: “The Infrastructure/Energy Transition is well underway, driven by customer demand for more affordable... View Details
  • 01 Dec 2009
  • News

Alumni Books

Like Shampoo for Job Seekers: The Proven Personal Branding System to Help You Succeed in any Interview and Secure the Job of Your Dreams by Brenda Bence (MBA ’91) (Global Insight Communications) Strategic Customer Service: Managing the... View Details
  • 14 Feb 2017
  • First Look

First Look at New Research: February 14

817-016 Mark43 The founders of Mark43, an early-stage startup that provides software for law enforcement agencies, must decide whether to bid on a request for proposals (RFP) from the Los Angeles Police Department (LAPD). On the one hand, LAPD would be a second large... View Details
Keywords: Sean Silverthorne
  • November 2006 (Revised February 2007)
  • Case

Microsoft Xbox: Changing the Game?

By: Andrei Hagiu
In September 1999, the Microsoft Xbox team was wondering which strategic choices would give it the best chance against the upcoming Sony PlayStation 2. Initially called "Project Midway" within Microsoft, the console project was intended to counter the perceived threat... View Details
Keywords: Customers; Recruitment; Leadership; Management Teams; Multi-Sided Platforms; Two-Sided Platforms; Production; Strategy; Competition; Expansion; Video Game Industry; Texas
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  • December 2005 (Revised July 2006)
  • Case

Bunge: Poised for Growth

By: David E. Bell and Mary L. Shelman
As CEO of the world's largest oilseed processor, Alberto Weisser of Bunge must not only decide how quickly to expand in fast-growing markets of Eastern Europe and Asia, but also how best to leverage the firm's global footprint and leadership position. The firm is... View Details
Keywords: Customer Focus and Relationships; Trade; Global Strategy; Leadership; Growth Management; Management Style; Demand and Consumers; Supply Chain; Integration; Technology; Agriculture and Agribusiness Industry; Biotechnology Industry; Asia; Europe
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  • May 1999 (Revised March 2001)
  • Case

Marshall Industries

By: Jeffrey F. Rayport
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
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  • November 2014
  • Teaching Note

Marketing Marijuana in Colorado

By: John A. Quelch
The case, set in the middle of 2014, reviews the first six months of marketplace activity in Colorado, following the legalization of marijuana for recreational use and the expansion of marijuana retailing from medical dispensaries to recreational stores. The case... View Details
Keywords: Marketing Innovations; Retail Government Services; Public Health; Agribusiness; Customers; Goods and Commodities; Government and Politics; Health; Marketing; Society; Consumer Products Industry; Distribution Industry; Health Industry; Public Administration Industry; North and Central America
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  • May 2001
  • Teaching Note

Campbell Soup Company: A Leader in Continuous Replenishment Innovations TN

By: Ananth Raman
Teaching Note for (9-195-124). View Details
Keywords: Demand and Consumers; Price; Policy; Production; Customers; Food and Beverage Industry
Related
  • 05 Dec 2007
  • Sharpening Your Skills

Sharpening Your Skills: Managing Marketing

Networked Customers? How Do You Value a 'Free' Customer? Sometimes a valuable customer may be the person who never buys a thing. Professor Sunil Gupta discusses how to assess the profitability of a customer... View Details
  • 01 Apr 2000
  • News

The World at a Click

hotel room, or car rental. The suppliers of such services then decide whether or not they can meet that price. Priceline currently holds several patents on demand collection technology and has expanded to offer customers a chance to bid... View Details
Keywords: Margie Kelly
  • Web

AI Enhanced Learning: HBS IT and Faculty Collaborate on Research Navigator Bot | Information Technology

students conduct customer interviews, perform market analysis, and present their recommendations. Before Immersion Week can take place, however, students participate in “Industry Week,” conducting intensive research on the industry, the... View Details