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  • October 2006 (Revised October 2007)
  • Case

Information Technology and Innovation at Shinsei Bank

Shinsei Bank was rebuilt from the ashes of a failed predecessor, and pioneered new levels of customer service in retail banking in Japan. The bank's information technology, however, was vestigial at best and not well suited to the new service models Shinsei was... View Details
Keywords: Information Technology; Banks and Banking; Innovation and Invention; Banking Industry; Japan
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    James L. Heskett

    James L. Heskett is UPS Foundation Professor Emeritus at the Harvard Business School and author of his latest book, With From Within: Build Organizational Culture for Competitive... View Details

    • 11 Jun 2012
    • Research & Ideas

    When Business Competition Harms Society

    Rather than operating its own testing facilities, New York outsources its emissions testing program to the private sector—to service stations, garages, and dealerships—but mandates they charge customers the... View Details
    Keywords: by Carmen Nobel; Auto
    • September 2000 (Revised April 2001)
    • Case

    Kana Communications

    Kana is a young Internet software company wondering how it should react to the rapid emergence of Application Service Providers (ASPs), firms that host software applications for customers who can reach those via the Internet. ASPs may be a new channel of distribution... View Details
    Keywords: Change Management; Internet and the Web; Applications and Software; Distribution Channels; Web Services Industry
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    • February 2000 (Revised February 2002)
    • Case

    Owens & Minor, Inc. (A)

    By: V.G. Narayanan and Lisa Brem
    A forward-thinking manager at Owens & Minor (O&M), a large national medical and surgical distribution company, enlisted the help of both logistics and cost managers to develop an innovative pricing schedule based on the customer's activities instead of the price of the... View Details
    Keywords: Activity Based Costing and Management; Logistics; Distribution; Price; Supply Chain Management; Customer Relationship Management; Medical Devices and Supplies Industry; Distribution Industry
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    • 10 Jan 2024
    • Research & Ideas

    Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

    brought along by the pandemic have ushered in changes to the informal customs around who gets tips and how much, according to Jill Avery, senior lecturer of business administration and the Christensen Distinguished Management Educator at... View Details
    Keywords: by Anna Lamb, Harvard Gazette
    • November 2016 (Revised October 2018)
    • Case

    Formlabs: Selling a New 3D Printer

    By: Frank V. Cespedes, Olivia Hull and Amram Migdal
    Headquartered in Somerville, Massachusetts, Formlabs manufactures 3D printers used to print everything from prototypes and models to jewelry, dental, and sculpture molds. As Formlabs prepares to ship its latest model, the Form 2, Head of Customer Development and... View Details
    Keywords: 3D Printing And Manufacturing; Sales Channel Development; Sales Strategy; Entrepreneurial Management; Product Engineering; Prototype; Prototyping; Entrepreneurship; Product Launch; Information Infrastructure; Business Startups; Customers; Technological Innovation; Growth and Development Strategy; Technology Adoption; Marketing Channels; Marketing Strategy; Product Positioning; Demand and Consumers; Sales; Salesforce Management; Technology Industry; Computer Industry; Manufacturing Industry; United States; Massachusetts; Europe; Asia
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    • February 2018 (Revised March 2018)
    • Case

    Artificial Intelligence and the Machine Learning Revolution in Finance: Cogent Labs and the Google Cloud Platform (GCP)

    By: Lauren Cohen, Christopher Malloy and William Powley
    This case examines the intersection of two firms (Cogent Labs—a machine learning software firm in Tokyo; and Google, the technology infrastructure giant) attempting to exploit the benefits of artificial intelligence and machine learning in the financial services... View Details
    Keywords: Technological Innovation; Finance; Growth and Development Strategy; Business Model; Applications and Software; Infrastructure; Financial Services Industry; Financial Services Industry
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    • 28 Mar 2012
    • News

    The good intentions that will kill your business

    • November 2001
    • Case

    Sigma Networks, Inc.

    By: Thomas R. Eisenmann and Christina L. Darwall
    Sigma Networks, a venture capital-based telecommunications start-up, provides metropolitan area networks (MANs) that use fiberoptic lines to connect local Internet service providers (e.g., ISPs, hosting firms) with a long-haul ("backbone") network. MANs represent a... View Details
    Keywords: Business Startups; Customers; Capital Budgeting; Venture Capital; Strategic Planning; Technology Networks; Telecommunications Industry
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    • February 2000 (Revised May 2001)
    • Case

    BET.com

    By: Thomas R. Eisenmann and Pauline M Fischer
    Black Entertainment Television, a leading cable programmer, is launching BET.com, an Internet portal targeted toward African-Americans. This case examines the challenges facing BET management as it defines its service offerings and target customer segments in a... View Details
    Keywords: Product Positioning; Ethnicity; Internet and the Web; Age; Race; Decision Choices and Conditions; Business Startups; Entertainment and Recreation Industry; United States
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    • September 2003
    • Case

    Growing Up in China: The Financing of BabyCare Ltd.

    By: Mihir A. Desai and Mark Veblen
    The CFO of this infant nutritional products company must choose among competing financing offers. The interplay of Chinese legal and customs restrictions and venture capitalists' bargaining techniques challenge the CFO to navigate a tricky negotiation and to devise a... View Details
    Keywords: Venture Capital; Working Capital; Emerging Markets; Entrepreneurship; Business Startups; China
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    • August 2016 (Revised July 2017)
    • Background Note

    Brand Portfolio Strategy and Brand Architecture

    By: Jill Avery
    While companies choose to brand their products and services in many different ways, there are some central tenets that help define an optimal brand portfolio and associated brand architecture. Brand portfolio strategy involves the design, deployment, and management of... View Details
    Keywords: Brand Management; Brand Portfolio; Brand Extension; Brand Portfolio Strategy; Brand Architecture; Consumer Behavior; Marketing; Brands and Branding; Marketing Strategy
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    • June 2020
    • Case

    Agile Consumer Product Innovation with Alibaba's Tmall Innovation Center

    By: William R. Kerr, Daniel O'Connor and James Palano
    Consumer products companies were beset by changes on all sides during the 2010s. Customers were increasingly turning to ecommerce platforms rather than shopping in-store. Meanwhile, nimble, digitally-savvy competitors were gaining market share by capitalizing on the... View Details
    Keywords: Future Of Work; Retail; Ecommerce; Alibaba; Consumer Products; Innovation; Innovation and Invention; Product Development; Consumer Behavior; E-commerce; Consumer Products Industry; Retail Industry; China
    Related
    • 25 Jun 2024
    • Research & Ideas

    Rapport: The Hidden Advantage That Women Managers Bring to Teams

    It’s a manager’s nightmare: A customer pulls into a drive-thru after a long day at work with children in tow, everyone looking frazzled and famished. After waiting patiently in line, the customer grabs her... View Details
    Keywords: by Kara Baskin; Food & Beverage
    • 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
    Related
    • June 2002 (Revised July 2002)
    • Case

    NTT DoCoMo: Marketing i-mode

    By: Youngme E. Moon
    i-mode is a wireless Internet service offered in Japan by NTT DoCoMo. In just three years, the service has won over 30 million subscribers and achieved a 60% share of Japan's mobile Internet market, making it the most successful mobile data service in the world. It is... View Details
    Keywords: Price; Marketing; Marketing Channels; Market Entry and Exit; Market Participation; Success; Competition; Internet and the Web; Technology Adoption; Mobile and Wireless Technology; Telecommunications Industry; Japan
    Related
    • May 2016 (Revised March 2020)
    • Case

    Fasten: Challenging Uber and Lyft with a New Business Model

    By: Feng Zhu and Angela Acocella
    Fasten, a new ridesharing start-up in Boston, entered the scene in September 2015 hoping its unique vision of transparency for both driver and passenger and strategy to keep riders' fares low and charge drivers a flat $0.99 fee per ride as opposed to the 20-30%... View Details
    Keywords: Information Technology; Transportation; Business Startups; Business Model; Transportation Industry; Boston
    Related
    • 17 Jan 2024
    • HBS Case

    Psychological Pricing Tactics to Fight the Inflation Blues

    considered especially effective today—as well as those that are losing luster. Tiered pricing guides consumers to make the ‘right’ choice An increasing number of firms are starting to use tiered pricing, a strategy that provides customers... View Details
    Keywords: by Jay Fitzgerald; Consumer Products; Retail

      Jill J. Avery

      Dr. Jill Avery is a Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the marketing unit at Harvard Business School. She is a respected authority on branding and brand management, customer relationship... View Details

      Keywords: consumer products; arts; advertising; automobiles; retailing; fashion; hotels ＆ motels; food; beverage