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  • 08 Apr 2008
  • First Look

First Look: April 8, 2008

journey from 2003 to 2006. The case describes the changes in the senior team, structure and processes of the organization. It follows two illustrations of a powerful employee engagement process for honest conversations between the senior... View Details
Keywords: Martha Lagace
  • Web

Loan Assistance Programs - Alumni

Loan Reduction for Private Sector Employees HBS offers a loan reduction program for students from the graduating MBA Class who are working in the private sector at a job that pays significantly below the HBS average. These awards offer a... View Details
  • Web

Latin America - Global Activities 2021

of the Latin America Research Center (LARC), is about a difficult personnel decision Bruck, a rising star in the Argentina-based Amazon rival, faced. In 2017, as corporate sales director at MercadoLibre, she managed a smart and dedicated... View Details
  • 05 Feb 2019
  • First Look

New Research and Ideas, February 5, 2019

elephant attack to become a leading artificial intelligence software company. The case describes his unusual management approach emphasizing employee testing and selection, customer testing and selection,... View Details
Keywords: Dina Gerdeman
  • 09 Apr 2019
  • News

Finding a Fix for Food Allergies

for EAT; Kelly and Andrew Mulderry (both MBA 2000),who helped network; Michael Weinbach (MBA 2000), who hosted a panel for more than 3,000 employees at JP Morgan; and Wynee Sade (MBA 2000). “It was one after another after another,” says... View Details
Keywords: Jill Radsken
  • 01 Jun 1999
  • News

Q & A: Pat Russo - Focused on the Future at Lucent Technologies

and improved customer relationship management opportunities. We're really talking about fundamental changes in how people communicate, get information, and conduct business. Wired for Success Pat Russo... View Details
  • 08 Jun 2018
  • News

My First Job: Selling Shoes, Surviving Black Monday, and Shaped by Chicken Lenses

with one of my coworkers, a manager from a different department. He and I had had a wonderful relationship as I was growing up in the business, but now that I had come back and joined the business and had... View Details
  • 22 Nov 2016
  • First Look

November 22, 2016

the complex regulatory environment that governs Indian gaming. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51932 Fall 2016 Manufacturing & Service Operations Management The Impact of Supplier Inventory Service... View Details
Keywords: Sean Silverthorne
  • May 2007
  • Case

Westin Hotels and Resorts: Operations of a Lifestyle Experience

By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock
Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values. View Details
Keywords: Customer Relationship Management; Decision Choices and Conditions; Growth Management; Brands and Branding; Service Operations; Value Creation; Tourism Industry
Related
  • Article

La Nueva Ruta: alianzas sociales estrategicas (The New Path: Strategic Social Alliances)

By: James E. Austin, Gustavo Herrero and Ezequiel Reficco
Keywords: Strategy; Society; Alliances; Growth and Development Strategy
Related
  • 11 Jul 2023
  • News

To Get Better Customer Data, Build Feedback Loops into Your Products

  • 2021
  • Working Paper

CRM and AI in Time of Crisis

By: Michelle Y. Lu and Navid Mojir
A crisis can affect the incentives of various players within a firm’s multi-layered sales and marketing organization (e.g., headquarters and branches of a bank). Such shifts can result in sales decisions against the firm’s best interests. Motivated by the backlash to... View Details
Keywords: CRM; Artificial Intelligence; AI; B2B Marketing; Decision Authority; Crisis Marketing; Intra-organizational Conflict; COVID-19 Pandemic; Customer Relationship Management; Technological Innovation; Decision Making; Strategy; Health Pandemics; Crisis Management; AI and Machine Learning
Related
  • October 2018
  • Case

American Family Insurance and the Artificial Intelligence Opportunity

By: Rajiv Lal and Scott Johnson
Keywords: Artificial Intelligence; Machine Learning; Automation; Analytics; American Family; American Family Insurance; Insurance; Business Organization; Transformation; Talent and Talent Management; Employee Relationship Management; Innovation Strategy; Job Cuts and Outsourcing; Risk and Uncertainty; Mobile and Wireless Technology; Technology Adoption; Internet and the Web; Applications and Software; Corporate Strategy; AI and Machine Learning; Digital Transformation; Insurance Industry; Technology Industry; Wisconsin
Related
  • December 2019 (Revised January 2021)
  • Supplement

The Leveraged Buyout of TXU: (B) Energy Future Holdings

By: Trevor Fetter, Erik Snowberg and Rebecca M. Henderson
This case is designed to support a lively discussion about the relative merits of shareholder vs. stakeholder perspectives in the context of a company that provides a vital public service that has important environmental implications. The 2007 purchase of TXU, the... View Details
Keywords: Leveraged Buyouts; Transformation; Insolvency and Bankruptcy; Environmental Sustainability; Business and Shareholder Relations; Business and Stakeholder Relations; Energy Generation; Utilities Industry; Energy Industry; Texas
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  • 22 Feb 2000
  • Research & Ideas

Social Capital Markets: Creating Value in the Nonprofit World

challenges: selecting the mostworthy recipients of funding, relying on young organizations to implementideas, and being accountable to the third party whose funds they areinvesting. They identify relevant venture capital practices — such ashelping View Details
Keywords: by Anne Kavanagh
  • 6:30 PM – 8:30 PM PDT, 18 Oct 2016
  • HBS Alumni Events

Alumnae Circles Open House: San Francisco

Women's groups are launching- are you interested? Register for this upcoming open house to learn more. View Details
  • 01 Dec 2007
  • News

Lighten Up

lunchtime, we’re back in Boulder. Sausage, steak, and veggie burgers sizzle on a grill in the parking area behind GoLite’s corporate headquarters in a nondescript business park. Employees sip beer and chat under a blue canopy set up for a... View Details
Keywords: Kathryn Jones; Sporting Goods, Hobby, Musical Instrument, and Book Stores; Retail Trade
  • 01 Dec 2000
  • News

New Economy Theme of HBS African-American Alumni Conference

said of his decision to become CEO of CarStation.com, a Web site linking car owners, repair shops, insurers, and suppliers. Mature industries with established relationships can present barriers to minority entrepreneurs, Goldsberry... View Details
Keywords: Mary Ellen Gardner; Educational Support Services; Educational Services
  • 01 Apr 2002
  • News

HBS Press Books in Brief

the Harvard Business Review Paperback Series: Harvard Business Review on Customer Relationship Management. This collection of cutting-edge articles will help organizations understand how to build customer loyalty through... View Details
Keywords: Colleges, Universities, and Professional Schools; Educational Services
  • Web

Leading Race Work in Business Schools - Race, Gender & Equity

a focus on leadership, identity, and organizational culture change. Tony Mayo Tony Mayo is the Thomas S. Murphy Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the Organizational... View Details