customer relationship management - Publications - Faculty & Research

01 Dec 2002
News

What You Know Depends on Where You Go

HBS associate professor Robert Kennedy and LARC executive director Gustavo Herrero interview customers of BancoSol at a market in La Paz. The bank specializes in microloans and has the second-largest number of View Details

12 May 2020
Blog Post

The Importance of Coordination: Apoorva Pasricha Reflects on Crisis Leadership

pitches, and managing multiple stakeholders, has been a challenge Pasricha has welcomed. She says, “To close the digital divide in San Jose we’ve been running this collaborative effort between the public and private sectors that feels... View Details

Keywords: Social Enterprise; Technology; Nonprofit / Government

28 Apr 2020
Blog Post

The Importance of Coordination: Apoorva Pasricha Reflects on Crisis Leadership

pitches, and managing multiple stakeholders, has been a challenge Pasricha has welcomed. She says, “To close the digital divide in San Jose we’ve been running this collaborative effort between the public and private sectors that feels... View Details

17 Feb 2015
HBS Case

HBS Cases: The Battle for San Francisco

for Silicon Valley, brandishing signs that read "Stop Displacement Now!" "The incident brought to the surface the values and aspirations of long-standing residents and the challenges they were facing," says Clayton S. Rose, professor of View Details

Keywords: by Michael Blanding; Technology

February 2017 (Revised May 2018)
Case

The Flint, Michigan Sit-Down Strike

By: Tom Nicholas, Christopher T. Stanton and Matthew Preble

For roughly six weeks between late December 1936 and February 1937, a major strike at several critical General Motors (GM) plants in Flint, Michigan, essentially halted the corporation’s U.S. production and resulted in significant gains for the nascent United... View Details

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01 Dec 1999
News

New Jakurski Chair Supports Research in Global Finance

topics in international finance, including securitization of insurance risks (particularly those linked to catastrophes), risk management for corporations and financial institutions, and asset allocation for investors. He is a founding... View Details

04 Oct 2021
Blog Post

Tapping into “Nontraditional” Private Equity and Venture Capital Talent at HBS

Management Associate. When offered a full-time role in impact investing, the partner told Mbanusi exactly how his networking had paid off. “One of the reasons they gave me the offer was because I had proven how I could network into spaces... View Details

Keywords: Private Equity; Venture Capital

18 Mar 2001
Research & Ideas

Want to Be an Entrepreneur? [Part I]

role (himself MBA '75, PhD '82, he is D'Arbeloff MBA Class of 1955 professor of business administration and cochair of the school's entrepreneurship and service management unit), he pointed out that none of these ideas was a business.... View Details

Keywords: by John S. Rosenberg

09 Oct 2019
Research & Ideas

For Better Ideas, Bring the Right People to the Brainstorm

moment that launches a powerful idea or brilliant product. Managers can use these insights to form teams that create better ideas. “Much of innovation is premised on the idea that you should talk to other people to generate ideas,” says... View Details

Keywords: by Michael Blanding

10 Jul 2024
News

Next Level

Gina Joseph (GMP 29, 2020), chief strategy officer for the technology media company VentureBeat, was recently honored by the San Francisco Business Times in their “40 Under 40” issue. Joseph is thriving in the media, tech, and gaming world—all industries traditionally... View Details

Keywords: Catherine O’Neill Grace

November 2005 (Revised February 2009)
Case

Publicis Groupe: Leading Creative Acquisitions

By: Rosabeth M. Kanter and Ryan Raffaelli

The CEO of a French-based advertising agency network led a series of high-profile acquisitions that created the world's 4th largest global communications company, after a failed strategic alliance taught him lessons about leadership and business relationships. View Details

Keywords: Mergers and Acquisitions; Leadership; Management Succession; Partners and Partnerships; Cooperation; Integration; France

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July 1995 (Revised April 1996)
Case

Cambridge Technology Partners (A)

By: Teresa M. Amabile, George P. Baker III and Michael Beer

Cambridge Technology Partners uses a highly innovative product strategy, supported by a human resources strategy, that has been very successful. However, high growth rates jeopardize product quality while tension about relative compensation levels between sales and... View Details

Keywords: Growth Management; Compensation and Benefits; Organizational Culture; Quality; Human Resources; Relationships; Innovation and Invention; Consulting Industry; Massachusetts

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22 Sep 2015
News

On a Mission to Have an Impact

After founding the online cosmetics service Eve.com, Varsha Rao (MBA 1995) is now heading global operations for Airbnb, helping customers of this mission-driven company gain richer travel experiences by connecting them more closely to the... View Details

01 Sep 2005
News

Perfection’s Price

emphasize a shopping experience that includes spacious aisles, comfortable seating throughout the store, sophisticated climate control because their customers “tend to get warmer faster,” larger dressing rooms and mirrors, and a sales... View Details

Keywords: Margie Kelley; Clothing and Clothing Accessories Stores; Retail Trade

April 2009
Case

Invest Early: Early Childhood Development in a Rural Community

By: Stacey M. Childress and Geoff Eckman Marietta

Invest Early was an early childhood development partnership in rural northern Minnesota between 14 different organizations, which worked together through an advisory board, governing board, and leadership team in order to deliver coordinated early childhood services to... View Details

Keywords: Early Childhood Education; Rural Scope; Management Teams; Managerial Roles; Organizational Change and Adaptation; Business and Community Relations; Partners and Partnerships; Social and Collaborative Networks

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24 Mar 2009
First Look

First Look: March 24, 2009

Information" (CWCI). The instructions that follow use datasets from three of the cases in the course: "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand... View Details

Keywords: Martha Lagace

14 Nov 2019
Blog Post

Future Leaders Dive into the MS/MBA: Engineering Sciences Program

MS/MBA program, we learn the more structured way to avoid failures, such as doing customer research, ideating with a minimum viable product, then seeing how people react to it—steps that lead to success.” Arnon hopes the engineering,... View Details

26 Apr 2011
News

Do You See What I See?

management practice Sandra Sucher, who teaches a section of the course. “It’s all about engaging the ‘other,’ and leaders can be notoriously poor at separating out their own perception from the way that other people might see things.”... View Details

Keywords: Julia Hanna; Colleges, Universities, and Professional Schools; Educational Services

September 1974 (Revised June 1986)
Case

William D. Ruckelshaus and the Environmental Protection Agency

By: Joseph L. Bower

Keywords: Government Administration; Environmental Sustainability; Business and Government Relations; United States

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June 2016
Article

Task Segregation as a Mechanism for Within-Job Inequality: Women and Men of the Transportation Security Administration

By: Curtis K. Chan and Michel Anteby

What could explain inequality within a given job between groups of workers, particularly between women and men? Extant workplace inequality scholarship has largely overlooked as a source for inequality the job’s work content—the actual tasks workers perform. It is... View Details