Publications

2009
Working Paper

Do Analysts Follow Managers Who Switch Companies? An Analysis of Relationships in the Capital Markets.

By: Francois Brochet, Gregory S. Miller and Suraj Srinivasan

We examine the importance of professional relationships developed between analysts and managers by investigating analyst coverage decisions in the context of CEO and CFO moves between publicly listed firms. We find that top executive moves from an origin firm to a... View Details

Keywords: Business and Stakeholder Relations; Capital Markets; Decisions; Managerial Roles; Financial Institutions; Investment; Market Participation; Public Ownership; Relationships

SSRN

summer 2002
Article

Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem

Keywords: Profit; Customer Relationship Management; Groups and Teams; Finance

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21 Apr 2008
Research & Ideas

The New Math of Customer Relationships

and The Service Profit Chain and The Value Profit Chain (with Lenoard A. Schlesinger). Some of the ideas go back to Heskett's 1986 book, Managing in the Service Economy. A new book, The Ownership Quotient, is underway, written with Sasser... View Details

Keywords: by Sean Silverthorne

Personal Relationships and Enforcement of Management Controls: An Analysis of Punishments for Perpetrators of Economic Crimes

To explore how companies enforce management control systems, we examine whether social relationships influence the severity and consistency of punishments for main perpetrators of corporate economic crimes. We find wide variation in rates of dismissal and... View Details

June 2012
Case

Siemens AG: Key Account Management

By: Thomas Steenburgh, Michael Ahearne and Elena Corsi

The key account manager of an engineering company has to convince a department to give up important contracts. The German engineering company Siemens had set up a global key account management program since 2010. The key account manager of an emerging account had been... View Details

Keywords: Key Account Management; Commercialization; Marketing; Marketing Management; Engineering; Marketing Strategy; Customer Relationship Management; Profit; Problems and Challenges; Electronics Industry; Consumer Products Industry; Europe

23 Jun 2003
Research & Ideas

Building a Better Buyer-Seller Relationship

managing the relationship. "Rather than going after the entire volume, break up the needs into different parts, and try to initiate a relationship using one component, selling only this one... View Details

Keywords: by Martha Lagace

18 Nov 2015
News

Seven Books for Working Relationships

20 Jun 2017
News

Bank Relationships and Index Rules

November–December 2020
Article

Dancing with Giants: How Small Women-and Minority- Owned Firms Use Soft Power to Manage Asymmetric Relationships with Larger Partners

By: Kisha Lashley and Timothy G. Pollock

We explore how minority- and women-owned suppliers lacking hard power manage asymmetric relationships with larger, more powerful buyers in the context of supplier diversity relationships. We examine how these suppliers create and use soft power to manage the... View Details

Keywords: Women-owned Businesses; Minority-owned Businesses; Soft Power; Buyer-supplier Relationshships; Cognitive Centrality; Hard Power; Influencers; Supplier Diversity; Small Business; Relationships; Sales

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October 2009
Case

Don Soderquist: Negotiating the Wal-Mart-P&G Relationship (A)

By: James K. Sebenius and Ellen Knebel

This case describes the negotiations and strategic choices of Don Soderquist, who as Chief Operating Officer of Wal-Mart, helped to forge a major partnership with P&G in the 1980s and 1990s. The case chronicles the challenging barriers to success along with several of... View Details

Keywords: Negotiation Style; Partners and Partnerships; Leadership; Value Creation; Problems and Challenges; Management Teams; Retail Industry

March 1985
Background Note

MNCs and Host Country Relationships

By: Christopher A. Bartlett

Keywords: Multinational Firms and Management

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February 2008 (Revised December 2011)
Case

Weber Shandwick: The Client Relationship Leader Program

By: Robert G. Eccles and Kerry Herman

In 2002 Weber Shandwick, a leading global public relations agency, instituted a Client Relationship Leader (CRL) Program for its top 32 global accounts. The purpose of the program is to ensure that all of the firm's resources across geographies, practice areas, and... View Details

Keywords: Blogs; Competency and Skills; Customer Relationship Management; Organizational Change and Adaptation; Organizational Design; Social and Collaborative Networks; Competitive Advantage; Public Relations Industry

2017
Working Paper

Management as a Technology?

By: Nicholas Bloom, Raffaella Sadun and John Van Reenen

Are some management practices akin to a technology that can explain firm and national productivity, or do they simply reflect contingent management styles? We collect data on core management practices from over 11,000 firms in 34 countries. We find large cross-country... View Details

Keywords: Management Practices; Productivity; Competition; Management Practices and Processes; Performance Productivity

SSRN

Read Now

29 Aug 2022
Video

Reshaping the Relationship Between Purpose and Profit

31 Aug 2022
News

Reshaping the Relationship Between Purpose and Profit

March 2003
Background Note

Monitoring the Health of Customer Relationships

By: Das Narayandas

Discusses the role of satisfaction and loyalty measurement in monitoring the health of customer relationships. View Details

Keywords: Customer Relationship Management; Customer Satisfaction; Demand and Consumers; Measurement and Metrics; Business and Stakeholder Relations

July 2008 (Revised December 2009)
Case

Infosys' Relationship Scorecard: Measuring Transformational Partnerships

By: Francisco de Asis Martinez-Jerez, Robert S. Kaplan and Katherine Miller

This case analyzes Infosys' innovative approach to measuring performance in client relations. Infosys' strategy is evolving to build transformational partnerships from its original position as an outsourcer of end-to-end IT projects. A transformational partner helps... View Details

Keywords: Partners and Partnerships; Performance Evaluation; Attorney and Client Relationships; Job Cuts and Outsourcing; Balanced Scorecard; Competitive Strategy; Commercialization; Competitive Advantage; Economic Growth; Growth and Development Strategy; Consulting Industry; Information Technology Industry; India

January 2007 (Revised January 2010)
Case

Tom Muccio: Negotiating the P&G Relationship with Wal-Mart (A)

By: James K. Sebenius and Ellen Knebel

Describes the retailer-supplier negotiations of Tom Muccio, one of the earlier Proctor & Gamble (P&G) employees to be based in Bentonville, Arkansas, in negotiating the early operational components of the supplier-retailer partnership between P&G and Wal-Mart in the... View Details

Keywords: Negotiation Process; Supply Chain Management; Partners and Partnerships; Conflict and Resolution; Bentonville