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- Faculty Publications (241)
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- All HBS Web (1,202)
- Faculty Publications (241)
- 18 Jan 2018
- News
The Lessons of All-Day Breakfast
came in? Cunningham: I was not on site, but certainly a lot of folks on the team were. We really closely monitored the results and we look at results across three different dimensions. We always look at the consumer dimension, so what are View Details
- 25 Aug 2022
- News
Up on the Corner
six-story, mixed-use building will soon rise above the dirt and gravel. The ground floor will feature an Afrocentric bookstore-café where customers can peruse books by African authors while sipping hibiscus tea and baobab juice. (Dlodlo,... View Details
- 06 Aug 2019
- Cold Call Podcast
Super Bowl Ads Sell Products, but Do They Sell Brands?
entitled, Super Bowl Storytelling. I'm your host, Brian Kenny, and you're listening to Cold Call, recorded live at the 2019 Evanta CMO Executive Summit. Shelle Santana is an expert in consumer behavior, particularly in relation to... View Details
- Research Summary
Overview
The overarching goal of my research is to produce works that are influential and informative to both academics and practitioners in the field of operations management. To accomplish this, I collaborate with industry partners who provide knowledge about their field,... View Details
- 01 Jul 2019
- Research & Ideas
The Airbnb Lesson for Startups? Success Takes More Than Technology
Harvard Business School Working Knowledge. [Image: baona] Related Reading Are You a Digital Manager? What’s Really Disrupting Business? It’s Not Technology How Uber, Airbnb, and Etsy Attracted Their First 1,000 View Details
- 17 Apr 2017
- HBS Case
This Turkish Debt Collector Is Customer-friendly
customer experience.” Related Reading: What Customers Want from Your Products How Much Time Should CEOs Devote to Customers? Break Your Addiction to Service Heroes View Details
- 02 Jun 2014
- Research & Ideas
Excerpt: ‘A Social Strategy’
photo; shared or liked a Coca-Cola-related deal; or wrote a product recommendation. Related Article An Interview With The Author Read The Interview Indeed, many firms began to compete with each other over who can have most Facebook fans... View Details
- 01 Mar 2019
- News
3-Minute Briefing: Richard Edelman (MBA 1978)
reskilling blue-collar workers—which is perfect in a time of automation. It’s genuine, because it fits with who their customer is, and it means something. Companies need to stay in their own swim lane. I still love doing crisis work,... View Details
- 01 Sep 2010
- News
You’ve Been YouTubed
Art by John Weber Related Links Virtual Learning Series: Understanding Users of Social Networks Career Webinar: Leverage the Power of Your LinkedIn Network Tweets are in the air we breathe. Most of us know that “friend” can also be a... View Details
- 2002
- Chapter
Use the Balanced Scorecard to Partner with Strategic Constituents: Employees, Customers, Suppliers, and Communities
By: Robert S. Kaplan and David P. Norton
Keywords: Balanced Scorecard; Employee Relationship Management; Customer Relationship Management; Business and Community Relations; Business and Stakeholder Relations
Kaplan, Robert S., and David P. Norton. "Use the Balanced Scorecard to Partner with Strategic Constituents: Employees, Customers, Suppliers, and Communities." Chap. 2 in Partnering: The New Face of Leadership, edited by Larraine Segil, Marshall Goldsmith, and James Belasco, 9–33. New York: AMACOM, 2002.
- 01 Sep 2011
- News
Capitalism’s False Mantra
Related Links Martin discussing his book One of the most influential papers defining the role of business, “Theory of the Firm: Managerial Behavior, Agency Costs and Ownership Structure,” was coauthored in 1976 by Michael Jensen, the... View Details
- 01 Dec 2022
- News
Case Study: Your Call Is Important to Us
custom voice system, which means there’s a whole range of small- and mid-sized businesses that are underserved,” Sambvani says. With Slang.ai, he’s offering mid-market companies access to these more sophisticated tools that can... View Details
- 01 Dec 2018
- News
Evergreen Business
Above: photo by John Loomis About 80 percent of Frans Kok’s (MBA 1972) cut-your-own customers make the trek to the Middleburg Christmas Tree Farm in Philomont, Virginia, during the two weeks after Thanksgiving. After bumping down the... View Details
Keywords: Jen McFarland Flint
- 01 Jun 2010
- News
Green Dreams: Eco-Friendly Countertops
company’s product throughout its Seattle headquarters. Other customers include NASA, the Ritz-Carlton, Starbucks, Whole Foods, Amazon, Disney’s Epcot theme park, and Google. IceStone has come a long way since Magagnini’s dark day, and not... View Details
- 12 Mar 2018
- Op-Ed
Op-Ed: Why BlackRock CEO Larry Fink Is Not a Socialist
difference through their work. If they can align their personal purpose with the company’s purpose, there is a congruence that inspires them to do superior work, create great products and innovations, achieve the highest quality, and provide View Details
- 01 Jun 2002
- News
History Matters
History shows us that when economic times are tough, customer relations are more important than ever, according to HBS professor Nancy Koehn. In “Chasing Dreams during Troubled Times: Lessons from the Past”... View Details
- 01 Jun 2024
- News
Case Study: Ready for an Upgrade
Illustration by Alvaro Dominguez The Los Angeles–based startup Stell was borne of a pain point almost as old as recorded history itself: paperwork. One of Stell’s cofounders, Malory McLemore (MBA 2022), had landed a job as an engineer at Airbus after earning a... View Details
- 13 May 2019
- Research & Ideas
The Unexpected Way Whistleblowers Reduce Government Fraud
contract terms or taking on some of the risk and offering additional protection to your customers can enable you to rebuild that trust and get back to where you were initially.” Heese also emphasizes a by-product of the research: a... View Details
- 01 Apr 2002
- News
Professorship Brings Brierley's HBS Connection Full Circle
members, Epsilon engineered many of the customer relationship' techniques that make today's customer loyalty programs so successful," says Brierley, who served as Epsilon's president and CEO for its first ten years. In 1980, serving... View Details
- 12 Sep 2018
- News
Game-Changing Analytics
that address the priorities of women fans, as an example of “using analytics to change how companies identify opportunities, build content and products that relate to people, and find new ways to benefit both View Details