customer relationship management - Publications - Faculty & Research

2011
Article

How Do Networks Matter? The Performance Effects of Interorganizational Networks

By: Ranjay Gulati, D. Lavie and Ravi Madhavin

A growing body of research suggests that an organization's ties to other organizations furnish resources that bestow various benefits. Scholars have proposed different perspectives on how such networks of ties shape organizational behavior and performance outcomes, but... View Details

Keywords: Management Systems; Organizational Design; Performance; Performance Effectiveness; Networks; Partners and Partnerships; Research; Perspective; Value

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February 2015 (Revised May 2015)
Supplement

Nokia's Bridge Program: Outcome and Results (B)

By: Sandra J. Sucher and Susan J. Winterberg

Nokia's leaders reflect on the Bridge program, lessons learned during its implementation, and the business benefits it brought to the company. Nokia's Bridge program resulted in 60% of employees knowing their next step the day they exited the firm. It also helped... View Details

Keywords: Layoffs; Plant Closure; Outplacement; Shared Value; Business or Company Management; Job Cuts and Outsourcing; Restructuring; Employee Relationship Management; Telecommunications Industry

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Web

Judging | New Venture Competition

become the next big idea with significant economic impact. Companies may also have a social mission but are primarily focused on building high-growth profit-oriented businesses. Semifinal & Finals Semifinal and Finals Judges are Managing... View Details

12 Jan 2016
First Look

January 12, 2016

Management Science The Relationship Between Workplace Stressors and Mortality and Health Costs in the United States By: Goh, Joel, Jeffrey Pfeffer, and Stefanos A. Zenios Abstract—Even though epidemiological... View Details

Keywords: Carmen Nobel

Profile

Oliver Bladek

timeline." After a few years at McKinsey, Oliver became restless. "Consulting is good for thinking, but I wanted to learn about doing," he says. Oliver moved to Bell Canada, where he led teams tackling projects, such as eliminating 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

June 1997 (Revised February 2000)
Case

Walker and Company: Profit Plan Decisions

By: Robert L. Simons and Ramsey Walker

Ramsey Walker, a second-year MBA student, must decide how to control a family business as an absentee owner. After providing background details on the publishing industry, the case requires the reader to: 1) make a product segmentation decision; 2) prepare a profit... View Details

Keywords: Organizational Structure; Family and Family Relationships; Market Design; Management Systems; Planning; Profit; Performance Evaluation; Segmentation; Corporate Strategy; Investment Return; Publishing Industry

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06 Nov 2013
What Do You Think?

Is Top-Down Resource Allocation on the Rise?

under fire. Among the reasons were lack of demand from existing customers (not always the best ones to ask) for disruptive technologies and the kiss of death for new ideas in large organizations; the fear among business unit View Details

Keywords: by James Heskett

01 Mar 2012
News

In Memoriam

approachable—even humble—exemplifying in everything he did the true sense of what it means to be a teacher.” An authority on the management of technology and innovation and an HBS faculty member for 41 years, Richard Rosenbloom (MBA 1956,... View Details

Keywords: obituraries; Colleges, Universities, and Professional Schools; Educational Services

27 Nov 2017
Blog Post

Joining a Start-up: 10 Lessons Along the Way

join a start-up and the lessons she learned. 1. No pressure, no diamonds.In the cash-strapped environment of a start-up there is pressure to deliver direct results; there's no hiding behind the delayed consequences and layers of View Details

Keywords: Entrepreneurship; Consumer Products / Retail

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 Dec 2022
News

Educating, Connecting, and Mobilizing Around Climate Change

Since its founding in 2010, the Business and Environment Initiative (BEI) at HBS has worked to educate students and business leaders about the environmental challenges and opportunities confronting companies and organizations today, and advance faculty research that... View Details

Keywords: Jennifer Gillespie

Web

Souvenirs & Novelties - The Art of American Advertising

The Art of “Posting” Brand Name Management A Marketing Revolution “The province of the advertising novelty is to present to the customer . . . something of a tangible or more or less permanent value.”... View Details

Blog

Inside the Learning: How Faculty Prepare for Class

Managing Sales Teams and Distribution Channel, Leading in the Digital Era): I always make sure to stay in touch with practitioners and leaders, read trade magazines, news, and journals, and continue to be informed of what's going on in... View Details

06 Mar 2018
First Look

First Look at Research and Ideas, March 6, 2018

hosting and infrastructure. We explore trends in the concentration of the DNS space since at least 2011. In addition, we examine changes in domains’ tendency to “diversify” their pool of nameservers—how frequently domains employ DNS View Details

Keywords: Sean Silverthorne

Spring 2019
Article

Fluid Teams and Knowledge Retrieval: Scaling Service Operations

By: Melissa A. Valentine, Tom Fangyun Tan, Bradley R. Staats and Amy C. Edmondson

To scale service operations requires retrieving knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge networks may struggle to access useful knowledge at work. A knowledge repository has the... View Details

Keywords: Teaming; Teams; Groups and Teams; Knowledge Management; Service Delivery; Knowledge Use and Leverage

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March 2014 (Revised May 2014)
Case

China Vanke (A-1)

By: Lynn S. Paine, John Macomber and Keith Chi-ho Wong

As China's largest homebuilder, China Vanke Co. Ltd. (Vanke) was facing an industry downturn sparked by strong government intervention. Faced with falling prices, Vanke's president must decide whether to keep the company's pricing and product positioning intact, and... View Details