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01 Mar 2014
News

Book Review: The Old West

Pinto says Western business leaders have shown "extraordinary complacency in the face of upheavals." The numbers don't look good for the West. The United States, Great Britain, and France have each seen their average GDP growth hover... View Details

Keywords: Maureen Harmon

2010
Chapter

Cost Structure Patterns in the Asset Management Industry

By: Dennis Campbell and Frances X. Frei

This chapter examines patterns in the cost structure of asset management firms and establishes two important trends in cost behavior. First, when revenues are growing, "indirect" costs related to sales, distribution, marketing, personnel, technology, and occupancy are... View Details

Keywords: Financial Crisis; Asset Management; Cost Management; Financial Services Industry

March 2006 (Revised April 2008)
Teaching Note

Store24 (TN) (A) and (B)

By: Frances X. Frei and Dennis Campbell

Keywords: Retail Industry

January 2005 (Revised August 2007)
Exercise

Letter Writing Exercise

By: Frances X. Frei and Hanna Rodriguez-Farrar

Provides an opportunity for students to experience first-hand how service companies respond to customer feedback. The corresponding module note further describes the exercise. View Details

Keywords: Customer Focus and Relationships; Communication; Service Industry

April 2002 (Revised July 2002)
Case

eBay (B): Combating Fraud

By: Frances X. Frei and Hanna Rodriguez-Farrar

Supplements the (A) case. View Details

Keywords: Crime and Corruption; Management; Web Services Industry

April 2002 (Revised March 2006)
Background Note

Economics of Retail Banking Note

By: Frances X. Frei and Dennis Campbell

Explains the financial operations of retail banking, highlighting profitability challenges facing the industry. For U.S. banks, it is quite common for more than half of the customer base to be unprofitable and to have relatively few customers make up the vast majority... View Details

Keywords: Customers; Economics; Cost; Banks and Banking; Profit; Revenue; Service Operations; Banking Industry; United States

November 2001 (Revised October 2017)
Case

GuestFirst Hotel (A): Customer Loyalty

By: Frances X. Frei and Dennis Campbell

Provides a hotel context in which to explore the link between customer loyalty and financial performance, using four years of hotel data. Challenges students to find the extent of the relationship between loyalty and performance. View Details

Keywords: Motivation and Incentives; Mathematical Methods; Finance; Performance; Relationships; Customer Focus and Relationships; Data and Data Sets; Accommodations Industry

November 2001 (Revised August 2005)
Case

BigEast Bank (A): Credit Card Approval

By: Frances X. Frei and Dennis Campbell

BigEast is considering adopting a relationship-centric view in its credit card approval process. This would shift the bank's current practice of analyzing applications based on the merits of a single product to one where the customer's existing relationship is... View Details

Keywords: Customers; Forecasting and Prediction; Banks and Banking; Analytics and Data Science; Managerial Roles; Relationships; Adoption; Banking Industry

October 2001 (Revised October 2017)
Supplement

Pilgrim Bank (C): Electronic Billpay

By: Frances X. Frei and Dennis Campbell

Supplements the (A) case. View Details

Keywords: Information Technology; Product; Banking Industry

September 2001 (Revised July 2002)
Case

Fraud Prevention at Omni Bank

By: Frances X. Frei and Hanna Rodriguez-Farrar

Omni Bank is undergoing a merger and has two important decisions ahead. First, should it enforce the use of its model-driven approach to interacting with customers at the recently acquired Friends Savings and Loan branches. Friends has a culture of personal touch with... View Details

Keywords: Mergers and Acquisitions; Business Model; Crime and Corruption; Customer Relationship Management; Decisions; Banks and Banking; Banking Industry

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December 2000 (Revised May 2002)
Teaching Note

Oracle Corporation TN

By: Frances X. Frei and Hanna Rodriguez-Farrar

Teaching Note for (9-601-043). View Details

Keywords: Information Technology Industry

Article

The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel

By: Dennis Campbell and Frances X. Frei

This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details

Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States

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November 2004
Article

The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm

By: Dennis Campbell and Frances X. Frei

Keywords: Customers; Markets; Information; Finance; Business Ventures; Profit; Financial Services Industry

Find at Harvard

01 Jun 2020
News

Unleashed

In their new book, Unleashed: The Unapologetic Leader’s Guide to Empowering Everyone Around You, HBS professor Frances Frei and Anne Morriss (MBA 2004) make the case that leadership is due for redefinition. Leadership is not about... View Details

Keywords: Jen McFarland Flint

09 Jan 2013
Sharpening Your Skills

Sharpening Your Skills: Understanding Customers

Addiction to Service Heroes In their new book, Uncommon Service, coauthors Frances Frei and Anne Morriss show it is possible for organizations to reduce costs while dramatically enhancing customer service. The key? Don't try to be good at... View Details

Keywords: Re: Multiple Faculty

Portrait Project

Marc Oman

hips on fire. What a vida that would be! Who inspired this unlikely vision of an engineering MBA turned musician? First it was my mom. When I was nine years old she took me to a drum studio near our Paris, France hometown and said... View Details

June 2019 (Revised September 2024)
Case

Parrot: Navigating the Nascent Drone Industry

By: Rory M. McDonald, Emilie Billaud and Vincent Dessain

In 2018, Henri Seydoux, CEO and Founder of Parrot, believed that his company was at an inflection point in its history. Parrot had been a European leader in consumer electronics since the 1990s, first developing Bluetooth kits for cars before moving on to electronic... View Details

Keywords: Forecasting and Prediction; Disruption; Entrepreneurship; Corporate Strategy; Technological Innovation; Leading Change; Competitive Advantage; Information Technology; Competitive Strategy; Consumer Products Industry; Electronics Industry; Entertainment and Recreation Industry; Motion Pictures and Video Industry; Technology Industry; Video Game Industry; Europe; France; Paris

August 2016
Case

Building Smart Neighborhoods at Bouygues

By: Amy C. Edmondson, Bertrand Moingeon, Guo Bai and Jean-François Harvey

Can a consortium of 16 organizations, including multinational corporations, local government agencies, and startups, turn a rundown Paris suburb into a “smart” (ecologically viable, high-tech, livable) neighborhood? This case explores how Bouygues Immobilier led such a... View Details

Keywords: Collaboration; Teaming; Cross-industry Collaboration; Interorganizatonal Relationships; Innovation; Nascent Industries; Smart Cities; Governance; Collaborative Innovation and Invention; Innovation and Management; Innovation Strategy; Technological Innovation; Information Technology Industry; Construction Industry; Paris; France

January 1990 (Revised January 1993)
Teaching Note

Gaz de France, Teaching Note

By: W. Carl Kester

Teaching Note for (9-288-030). View Details

Keywords: France

December 2020
Case

Château Margaux: Serving Up the Third Wine

In fall 2019, Corinne Mentzelopoulos, owner of the famous first-growth Château Margaux, is pondering a series of decisions with respect to the chateau's third wine. Margaux du Château Marguax, as this wine was called, was launched in 2013 with a particular goal in mind... View Details

Keywords: Brand Management; Pricing; Wine Industry; Marketing Strategy; Product Marketing; Performance Evaluation; Price; Distribution Channels; Growth and Development Strategy; France

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