customer relationship management - Publications - Faculty & Research

18 Mar 2014
First Look

First Look: March 18

conduct was valued, manage reputation risks by meeting customers and demonstrating the Mahindra Group's commitment, and restore faith within customers through newfound business... View Details

Keywords: Sean Silverthorne

01 Jun 2016
News

do this alone.” (courtesy Flashpoint) “I don’t think we’ve really fully solved how that relationship plays out between the federal government and the private sector. It’s very much a work in progress.” —Josh Lefkowitz (MBA 2008) Longtime... View Details

Keywords: Dan Morrell; illustrations by Victo Ngai

06 Dec 2021
News

Action Plan: Whole Sale

of Walmart’s beauty business. Balbale was a vice president at the Vitamin Shoppe in the mid-2010s when he saw Amazon and startup e-tailers moving into the wellness category. The competition inspired him to transition into the e-commerce space himself, first as vice... View Details

Keywords: April White; ecommerce; bricks and mortar; marketing; beauty

July 2004 (Revised July 2005)
Case

Activision: The 'Kelly Slater's Pro Surfer' Project

By: Alan D. MacCormack, Enrico D"Angelo and Kerry Herman

Mike Ward, the producer in charge of developing the Kelly Slater's Pro Surfer game for Activision, must decide whether to launch the game in time for the 2002 Christmas season. Complicating his decision are the lukewarm response from consumers to TV test spots of the... View Details

Keywords: Games, Gaming, and Gambling; Product Development; Customer Satisfaction; Projects; Business or Company Management; Product Launch; Marketing Strategy; Decision Choices and Conditions; Industry Structures; Innovation Strategy; Entertainment and Recreation Industry; United States

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11 Feb 2008
Research & Ideas

Does Democracy Need a Marketing Manager?

from ready for online voting. We can't even manage to cast and count votes accurately with the new electronic technologies. Q: In the United States it seems the public has a very low opinion of the federal government. Can government... View Details

Keywords: by Sean Silverthorne

01 Dec 2003
News

An Authentic Leader

revenues were less than $750 million. In short order, he became CEO and chairman. When he retired at age 59 in 2001, the company employed 28,000 and revenues exceeded $6.7 billion. George attributes the company’s success to maintaining an uncompromised devotion to... View Details

Keywords: Roger Thompson; Colleges, Universities, and Professional Schools; Educational Services

August 2005 (Revised April 2006)
Case

Rambus Inc., 2005

By: David B. Yoffie

Rambus is grappling with the ever-changing dynamics of the DRAM/semiconductor industry. The company is actively defending its patent portfolio through litigation and exploring both partnerships and industry standards for keys to future profitability and growth. How can... View Details

Keywords: Competition; Partners and Partnerships; Lawsuits and Litigation; Growth and Development Strategy; Semiconductor Industry; United States

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January 2005 (Revised February 2005)
Case

Ray Rogers and the Corporate Campaign (A)

By: James K. Sebenius and Michael A. Wheeler

Sets the stage for analyzing the strategy of labor organizer Ray Rogers in bringing J.P. Stevens to the bargaining table when conventional union tactics failed. Though set in the specific context of labor-management relations, it illustrates much more fundamental... View Details

Keywords: Strategy; Negotiation Preparation; Negotiation Tactics; Labor Unions; Labor and Management Relations; Manufacturing Industry; United States

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April 2002 (Revised October 2002)
Case

The Blair Wealth Project: Antecedents and Prospects

By: Huw Pill and Ingrid Vogel

Discusses the macroeconomic and political situation in the United Kingdom from the end of World War II through 2001. Focuses on the interactions among macroeconomic performance, labor relations, the corporate governance system, and social services. In particular,... View Details

Keywords: Welfare; Corporate Governance; Labor and Management Relations; Government and Politics; Macroeconomics; United Kingdom

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winter 2006
Article

Allocating Shareholder Capital to Pension Plans

By: Robert C. Merton

Keywords: Capital; Resource Allocation; Business and Shareholder Relations; Compensation and Benefits

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Other Unpublished Work

Inflation Uncertainty and the Wage Bargain

By: Lucy White and Hans-Joachim Voth

Keywords: Inflation and Deflation; Risk and Uncertainty; Wages; Labor and Management Relations; Negotiation

Citation

11 Jul 2022
News

Build Learning into Your Employees’ Workflow

30 Mar 2022
News

Do Your AAPI Employees Feel Safe Coming Back to Work?

23 Dec 2021
News

Connect with Empathy, But Lead with Compassion

21 Oct 2021
News

5 Things High-Performing Teams Do Differently

07 Jun 2021
News

How to Get Your Team to Stop Asking You Every Little Question

04 Mar 2015
What Do You Think?

Can a Laissez-Faire Approach Fix Labor Market Inequality?

depending on your point of view. Here's a management that may actually believe it can achieve wins for customers and investors by engineering a win for employees, something that several of us have written... View Details

Keywords: by James Heskett; Retail

01 Apr 2000
News

Getting the Message

Global Internet Practice. He previously served as founder and CEO of an interactive brand marketing consultancy, where he developed patented applications to help corporations build relationships between their brands and their View Details

Keywords: Susan Young

25 Aug 2014
News

Sheila Lirio Marcelo, MBA 1998/JD 1999

general management tour of duty,” says Marcelo, who found enthusiastic mentors at the young company and was soon asked to join the management team. Also during this time, a frightening family incident helped... View Details

Keywords: Susan Young

October 2023 (Revised April 2024)
Case

ghSMART & Co: Building and Scaling a Time Smart Firm

By: Ashley Whillans and Sara Coronel Rodriguez

"For ghSMART, freedom is the first principle from which all good things flow”—Geoff Smart, Chairman and Founder, ghSMART. ghSMART was a leadership advisory firm that was grounded in the principle of freedom. Talented Consultants and Partners could work remotely from... View Details