Publications

24 Feb 2014
News

Why Raising Retail Pay Is Good for the Gap

Keywords: human capital; minimum wage; Retail Trade

July 1989 (Revised May 2004)
Case

Colonial Homes

By: David E. Bell

Colonial Homes supplies a complete raw materials package to build entire homes. The price of the package is guaranteed at the signing of the sales contract, while delivery (and payment) are not effected for up to six months. In an effort to reduce its exposure to... View Details

Keywords: Customer Value and Value Chain; Contracts; Price; Price Bubble; Fluctuation; Monopoly; Problems and Challenges; Sales; Accommodations Industry; Real Estate Industry

March 2024
Case

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Bruce Hardie, Michael Ross and Peter S. Fader

This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details

Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States

12 Aug 2010
News

What Is Customer Opinion Good For?

Keywords: Prof. Jim Heskett; Manufacturing

02 Sep 2019
What Do You Think?

Are Overlooked Forces Shielding the US from Severe Economic Downturns?

dependable distribution with internet-enabled inventory control extending all the way into consumer households and businesses. The result is that inventory value in relation to sales in the United States has fallen by more than 50 percent... View Details

Keywords: by James Heskett; Service

04 Feb 2025
Blog Post

Leadership with Purpose: Redefining Success & Impact with Satpal Singh (SELP—India 4, 2019)

processes and frameworks, focusing instead on authenticity and the values that define impactful leadership. My career before HBS had been driven by extensive execution and deep functional expertise. I had been fortunate to work in various... View Details

January 2008
Case

Parks Capital - Investment in US Retail, Inc.

Parks Capital acquired a Children's Apparel Manufacturer , American Child Clothing Manufacturers, Inc. (ACCM), in 2001. Two years later ACCM's largest retail customer, U.S. Retail, Inc., decided to evaluate strategic alternatives due to financial difficulties. Parks... View Details

Keywords: Mergers and Acquisitions; Customer Value and Value Chain; Private Equity; Vertical Integration; Apparel and Accessories Industry; Manufacturing Industry; Retail Industry; United States

Find at Harvard

October 2004 (Revised November 2004)
Case

AWB Limited

By: Ray A. Goldberg and Hal Hogan

Discusses how to evaluate the performance of the Australia Wheat Board in meeting the needs of its Australian wheat farmers and global consumers. Includes color exhibits. View Details

Keywords: Customer Satisfaction; Customer Value and Value Chain; Globalized Markets and Industries; Performance Effectiveness; Performance Evaluation; Agriculture and Agribusiness Industry; Australia

Web

Peek into Business | MBA

business and the diverse career paths it creates. Peek into Business provides an understanding of: What Is Business? Explore the broad definition of "business" and consider how understanding it can be valuable—from a strawberry farmer managing supply View Details

01 Mar 2005
News

Ideas: Books

research team) examine 24 cases of collaboration between businesses and nonprofit organizations in Mexico (a food bank and an American supermarket), Colombia, Chile (a pharmacy chain and an elder-care home), Argentina (a newspaper and a... View Details

Keywords: Publishing Industries (except Internet); Information

01 Mar 2010
News

Alumni Books

capture a few moments of enjoyment will be key to recovering from the current economic downturn. Building Competitiveness in Africa’s Agriculture: A Guide to Value Chain Concepts and Applications by C.... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services; Finance; Management, Scientific, and Technical Consulting Services; Professional Services

February 2002 (Revised March 2002)
Case

Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem

The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details

Keywords: Competitive Advantage; Price; Customer Relationship Management; Marketing; Customer Value and Value Chain; Financial Services Industry; Banking Industry; Canada