Customer Relations - Publications - Faculty & Research

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Entrepreneurship Course Online | HBS Online

could relate to, and it helped me to understand and know that fear can be good because it fuels your passion to keep you moving forward. Anita Umoh Director at Ayzer Limited What You Earn Certificate of Completion Boost your resume with a... View Details

18 Jul 2019
Lessons from the Classroom

The Internet of Things Needs a Business Model. Here It Is

says, companies need to be clear about what they offer customers, and be prepared to pursue innovative business models to monetize it. Oftentimes, it’s not immediately obvious how connected devices can help make a customer more efficient.... View Details

Keywords: by Michael Blanding; Computer

26 Jun 2017
Research & Ideas

How Cellophane Changed the Way We Shop for Food

senses deprived by cellophane—i.e., while a store’s customers could no longer touch, smell, or taste a product before buying it, cellophane let you imagine how a product smelled, felt, or tasted. One ad in 1930 made the claim that “your... View Details

Keywords: by Carmen Nobel; Food & Beverage; Retail; Advertising

12 Oct 1999
Research & Ideas

Porter’s Perspective: Competing in the Global Economy

Competitive advantage. Corporate strategy. The competitive advantage of nations. All over the world these terms quickly bring to mind the groundbreaking work of HBS professor Michael Porter, whose two decades of research on these and View Details

Keywords: Re: Michael E. Porter

14 Jan 2020
Research & Ideas

The Business Case for Becoming a Jack-of-All-Trades

farther away from your expertise in ways that can be beneficial,” Nagle says. “That can have important impacts on the future of science, the future of ideas, and innovation for companies.” About the Author Michael Blanding is a writer based in Boston. [Background image... View Details

Keywords: by Michael Blanding

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Global Business Course | HBS Online

and capture value for their organization. The program was developed by leading Harvard Business School faculty and is delivered in an active learning environment based on the HBS signature case-based learning model. Related Programs 7... View Details

04 Nov 2013
Research & Ideas

The Real Cost of Bribery

speculation did not match the reality. Respondents guessed that their firm's reputation would be most negatively affected by bribery, followed in speculated impact by business relations, employee morale, and relations with regulators. But... View Details

Keywords: by Carmen Nobel

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Sustainable Business Strategy Course | HBS Online

can be a catalyst for system-level change in the face of significant global issues, such as climate change and income inequality Examine the broader environmental, political, and social landscape in which you operate, including the role of government, investors, and... View Details

March 2017 (Revised September 2017)
Case

Facebook Fake News in the Post-Truth World

By: John R. Wells and Carole A. Winkler

In January 2017, Mark Zuckerberg, founder and CEO of Facebook, was surrounded by controversy. The election of Donald Trump as the next president of the United States in November 2016 had triggered a national storm of protests, and many attributed Trump’s victory to... View Details

Keywords: Facebook; Fake News; Mark Zuckerberg; Donald Trump; Algorithms; Social Networks; Partisanship; Social Media; App Development; Instagram; WhatsApp; Smartphone; Silicon Valley; Office Space; Digital Strategy; Democracy; Entry Barriers; Online Platforms; Controversy; Tencent; Agility; Social Networking; Gaming; Gaming Industry; Computer Games; Mobile Gaming; Messaging; Monetization Strategy; Advertising; Digital Marketing; Business Ventures; Acquisition; Mergers and Acquisitions; Business Growth and Maturation; Business Headquarters; Business Organization; For-Profit Firms; Trends; Communication; Communication Technology; Forms of Communication; Interactive Communication; Interpersonal Communication; Talent and Talent Management; Crime and Corruption; Voting; Demographics; Entertainment; Games, Gaming, and Gambling; Moral Sensibility; Values and Beliefs; Initial Public Offering; Profit; Revenue; Geography; Geographic Location; Global Range; Local Range; Country; Cross-Cultural and Cross-Border Issues; Globalized Firms and Management; Globalized Markets and Industries; Governing Rules, Regulations, and Reforms; Government and Politics; International Relations; National Security; Political Elections; Business History; Recruitment; Selection and Staffing; Information Management; Information Publishing; News; Newspapers; Innovation and Management; Innovation Strategy; Technological Innovation; Knowledge Dissemination; Human Capital; Law; Leadership Development; Leadership Style; Leading Change; Business or Company Management; Crisis Management; Goals and Objectives; Growth and Development Strategy; Growth Management; Management Practices and Processes; Management Style; Management Systems; Management Teams; Managerial Roles; Marketing Channels; Social Marketing; Network Effects; Market Entry and Exit; Digital Platforms; Marketplace Matching; Industry Growth; Industry Structures; Monopoly; Media; Product Development; Service Delivery; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Change and Adaptation; Organizational Culture; Organizational Structure; Public Ownership; Problems and Challenges; Business and Community Relations; Business and Government Relations; Groups and Teams; Networks; Rank and Position; Opportunities; Behavior; Emotions; Identity; Power and Influence; Prejudice and Bias; Reputation; Social and Collaborative Networks; Status and Position; Trust; Society; Civil Society or Community; Culture; Public Opinion; Social Issues; Societal Protocols; Strategy; Adaptation; Business Strategy; Commercialization; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Customization and Personalization; Diversification; Expansion; Horizontal Integration; Segmentation; Information Technology; Internet and the Web; Mobile and Wireless Technology; Internet and the Web; Applications and Software; Information Infrastructure; Digital Platforms; Internet and the Web; Mobile and Wireless Technology; Valuation; Advertising Industry; Communications Industry; Entertainment and Recreation Industry; Information Industry; Information Technology Industry; Journalism and News Industry; Media and Broadcasting Industry; Service Industry; Technology Industry; Telecommunications Industry; Video Game Industry; United States; California; Sunnyvale; Russia

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08 Aug 2017
First Look

First Look at Research and Ideas, August 8, 2017

its infrastructure for societal uses, or whether to exploit a commercial opportunity related to launching small, handheld cubesats. The case explores the basis for ISRO’s cost advantage vis-à-vis western entities, as well as its resource... View Details

Keywords: Sean Silverthorne

10 Nov 2003
Research & Ideas

Globalization: The Strategy of Differences

usually much less profitable than domestic business. Why is globalization proving so hard to get right? The answer is related in part to how companies frame their globalization strategies. In many if not most cases, companies see... View Details

Keywords: by Pankaj Ghemawat

18 Jul 2022
Research & Ideas

After the 'Crypto Crash,' What's Next for Digital Currencies?

non-fungible tokens. This article originally appeared in the Harvard Gazette. You Might Also Like: Are Banks the ‘Bad Guys’? Overdraft Fees Are Crushing Low-Income Customers Why Companies Raise Their Prices: Because They Can The Popular... View Details

Keywords: by Christina Pazzanese, Harvard Gazette; Financial Services; Technology

July 2020
Case

Amanda and Kristen: Mented Cosmetics

By: Steven Rogers, Jeffrey J. Bussgang and Alterrell Mills

The co-founders (Black HBS alumnae) of an e-commerce beauty startup explore the unmet needs within the beauty industry. This case study examines the entrepreneurial opportunities that come from identifying an underserved market, specifically within the Black community... View Details

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HBS - Financials | Supplemental Financial Information

an increase of more than 20 percent compared with fiscal 2022. Executive Education also delivered custom programs to more than 4,500 participants, onboarding 23 new clients across a diverse mix of industries. Internationally, the group... View Details

18 Oct 2011
First Look

First Look: October 18

Campbell, Asís Martínez Jerez, and Peter Tufano Publication:Journal of Banking and Finance (forthcoming) Abstract Using a new database, we document the factors that relate to the extent of involuntary consumer bank account closure... View Details

Keywords: Sean Silverthorne

01 Mar 2023
News

Step Change

their own priorities, was a time-consuming challenge for Enan, he recalls. “It was a real exercise in navigating various congressional committees and the general power structure in Washington,” Harmon says. “Enan’s ability to relate to... View Details

Keywords: Julia Hanna; photographed by Abdelrahman Gabr – Koree; entrepreneurship; women; venture capital; Egypt; developing economies; Finance

14 Jul 2020
Research & Ideas

Restarting Under Uncertainty: Managerial Experiences from Around the World

client-centric approach. It intensified virtual interactions with customers, merged sales and customer service, and boosted integration of all databases, which had been spread across functions, into a single View Details

Keywords: by Raffaella Sadun, Andrea Bertoni, Alexia Delfino, Giovanni Fassio, and Mariapaola Testa

18 Dec 2012
First Look

First Look: December 18

greater customer satisfaction and employee retention after six months as compared to (a) socialization that focused on organizational identity (emphasizing the pride to be gained from organizational affiliation) and (b) the organization's... View Details

Keywords: Carmen Nobel

21 Apr 2021
Research & Ideas

The Pandemic Conversations That Leaders Need to Have Now

conversations with individual employees during this critical time. Conversations are the best way to get leaders and employees back into the practice of relating to one another in person. How are people doing? What challenges are they... View Details

Keywords: by Boris Groysberg, Robin Abrahams, and Katherine Connolly Baden

06 Jan 2016
What Do You Think?

Why Do Leaders Get Their Timing Wrong?

long-term strategy and culture. David Wittenberg led the way in making the argument for an inadequate strategy as a primary cause of the problem. He suggested that bad timing is related to a lack of “strategic frameworks to assess the... View Details

Keywords: by James Heskett; Auto; Fashion

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