Employee Relationship Management - Publications - Faculty & Research

April 2018
Teaching Note

InsideSales.com (A) and (B)

By: Frank Cespedes

Teaching Note for HBS Nos. 817-018 and 817-042. InsideSales.com (ISC) has been successful selling its software to small- and medium-sized businesses (SMB). But for various reasons, the founders see “the next stage of growth” as building a scalable sales and service... View Details

Keywords: Corporate Entrepreneurship; Organizational Change and Adaptation; Organizational Design; Customer Relationship Management; Growth Management; Marketing Strategy; Salesforce Management; Talent and Talent Management; Technology Industry

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15 Apr 2019
Research & Ideas

Infographic: Can I Please Speak to an Actual Person?

Based on the Working Paper, Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact (pdf) by Michelle A. Shell and Ryan W. Buell. Shell is a doctoral student at Harvard Business School, and Buell is the UPS Foundation Associate Professor of... View Details

Keywords: by Katherine Vizcardo and Danielle Kost; Service

March 2025
Supplement

Intuition Robotics: An AI Companion for Older Adults (B)

By: Amit Goldenberg, Elie Ofek and Orna Dan

Two years after Intuition Robotics opted to pursue a business-to-government contract with the New York State Office of the Aging, and put direct-to-consumer efforts on the back burner, it was at a crossroads. The partnership had been successful, and the company had... View Details

Keywords: Business Model; AI and Machine Learning; Resource Allocation; Business and Government Relations; Partners and Partnerships; Business Strategy; Health Industry; Technology Industry; New York (state, US); United States

Citation

September 2020 (Revised July 2022)
Teaching Note

Algorithmic Bias in Marketing

By: Ayelet Israeli and Eva Ascarza

Teaching Note for HBS No. 521-020. This note focuses on algorithmic bias in marketing. First, it presents a variety of marketing examples in which algorithmic bias may occur. The examples are organized around the 4 P’s of marketing – promotion, price, place and... View Details

Keywords: Marketing; Race; Ethnicity; Gender; Diversity; Prejudice and Bias; Decision Making; Ethics; Customer Relationship Management; Retail Industry; Technology Industry; Apparel and Accessories Industry; United States

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06 Nov 2017
Research Event

Who is Responsible for the Future of Cities?

Worldwide Week global engagement initiative, the panel featured experts from the design, planning, technology, transportation, and business communities. "The question is not so much whether cities can survive, but whether their growth can be View Details

Keywords: by Carmen Nobel

06 Feb 2006
What Do You Think?

Should CEOs of Public Companies Offer Earnings Guidance?

Terry Ott commented, "I worked in a private company that went public. . . . Post-IPO, the company has continued to do well but the morale has seriously declined because employees feel pressure to have the business look good on a... View Details

Keywords: by James Heskett; Financial Services

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

July 2003 (Revised August 2006)
Case

House of Tata-2000: The Next Generation (B)

By: Tarun Khanna, Krishna G. Palepu, Catherine M. Conneely and Kirsten O'Neil Massaro

Supplements the (A) case. View Details

Keywords: Alliances; Business Conglomerates; Emerging Markets; Cost; Management Teams; India

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1997
Other Unpublished Work

Maximizing Corporate Shareholder Value Using Risk Profile Dynamics

By: Marc L Bertoneche and Samir Asaf

Keywords: Value Creation; Business and Shareholder Relations; Risk and Uncertainty; Risk Management

Citation

21 Feb 2022
News

How to Motivate Your Team When People Keep Quitting

Keywords: Resign; resignation

01 Apr 2001
News

University Elections

are: Paul A. Buttenwieser, AB ’60, MD ’64. Psychiatrist; Novelist. Cambridge, MA. Sidney R. Knafel, AB ’52, MBA ’54. Managing Partner, SRK Management Company. New York, NY. Roxane Harvey Gudeman, AB ’62,... View Details

Profile

Sorina Casian-Botez

profession. How has your overall HBS experience shaped your goals & career path? I discovered new ways in which I could have the kind of impact I sought as a professional. More importantly, I began developing the skills and View Details

Keywords: Entrepreneurship; Nonprofit / Government; Consulting

17 Sep 2015
Blog Post

Why We Recruit: Innosight

industries to identify new growth opportunities, build new ventures and capabilities, and accelerate organizational change. Founded by HBS professor Clay Christensen, our cofounder and several of our Partners are also alumni, including our View Details

Keywords: Consulting

01 Dec 2020
News

Bounce Back from a Blunder

about shortcomings or failures, I’ve been surprised 100 percent of the time how supportive investors, partners, or employees are because I just laid it out like it is.” Avoid more painful long-term consequences by ripping off the Band-Aid... View Details

July 2017
Case

A Green Forest Grows in Brooklyn: Joint Venturing with the Chinese

By: Charles F. Wu

MaryAnne Gilmartin, President and CEO of Forest City Ratner (“Forest City”) was planning for yet another protracted discussion over the merits of a green roof for part of her $5 billion dollar new development in Brooklyn. While the low seven-figure cost overrun was to... View Details

Keywords: Real Estate Development; Real Estate; EB-5; Sustainability; Promote; Waterfall; Joint Ventures; Environmental Sustainability; Relationships; Real Estate Industry; China

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September 1999 (Revised September 2005)
Case

Strategic Deal Making at Millennium Pharmaceuticals

A small start-up in 1993, Millennium Pharmaceuticals was a name-brand biotechnology company by the end of 1998, with a market capitalization of $1.4 billion. The Cambridge-based company's growth strategy had relied heavily on building alliances for early-stage drug... View Details

Keywords: Alliances; Negotiation Deal; Growth and Development Strategy; Pharmaceutical Industry; Cambridge

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