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Show Results For
- All HBS Web
(6,429)
- People (3)
- News (1,233)
- Research (4,142)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,872)
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- 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” (Boston Globe, January 22,... View Details
- 01 Jun 2017
- News
Case Study: Something New
sold for $5,000 in a boutique might cost as little as $200 in labor and supplies. By working directly with the factories, Anomalie can produce a custom gown for about $1,200. In the first two months that it was open for business, Anomalie... View Details
Keywords: April White
- 01 Jun 2018
- News
Research Brief: Lessons from Last Place
Ryan Buell (photo by Russ Campbell) Ryan Buell (photo by Russ Campbell) We all wait in lines—at the grocery store, the bank, or a ticket booth, or on hold to speak to a customer service rep about your cable bill. “By one estimate,... View Details
Keywords: Jennifer Myers
- 01 Oct 1996
- News
New Releases
performance, customer knowledge, internal processes, and learning and growth. The balanced scorecard is a practical management tool that marshals the value-added potential of people throughout the organization toward the achievement of... View Details
- 01 Sep 2010
- News
Reinventing the Annual Report
and customer satisfaction, factors that contribute to revenue growth. So how can shareholders and other stakeholders know if a company’s commitment to a sustainable society is contributing to a sustainable strategy that will create value... View Details
Keywords: Robert G. Eccles
- 01 Sep 2003
- News
Books
failures as well as successes. A final chapter examines how some companies — even whole industries, like integrated circuits — literally have shifted the locus of experimentation to their customers and created billions of dollars of new... View Details
- 01 Apr 2002
- News
HBS Press Books in Brief
HBS Press Books in Brief Total Access: Giving Customers What They Want in an Anytime, Anywhere World. Regis McKenna, the renowned "father of high-tech marketing," sets forth a new marketing paradigm in which machines and networks do most... View Details
- 01 Jun 2001
- News
HBS Press Books in Brief
Space explains how traditional companies can adapt their bricks-and-mortar legacies to complement and bolster their online ventures. It is a hands-on guide that will give leaders the insight and confidence to operate successfully in both place and space. View Details
- 01 Mar 2025
- News
On The Case: The Base Factor
Managing Customers for Growth. She designed it for students who want to grow their own business, help others grow theirs, or be better able to evaluate growth trajectories as a potential investor. Ascarza developed “Madrigal: Conducting a... View Details
Keywords: Jen McFarland Flint
- 12 Dec 2017
- News
Hal (MBA 1968) and Diane Brierley
embarked on a path that would lead him to become a pioneer in database marketing and customer engagement. While working as a research assistant at HBS after graduation, Brierley agreed to help the headquarters of his undergraduate... View Details
- 01 Apr 2002
- News
Siebel Addresses HBS Northern California Club
large part to its founder's emphasis on customer relations over shareholder value. Today, Siebel has over eight thousand employees in more than 34 countries. Fortune magazine ranked the company second in its 2001 listing of the "100... View Details
- 01 Sep 2007
- News
Riding It Out
An ailing horse and an overweight Labrador retriever provided the inspiration for Becky Minard and Paal Gisholt (both MBA ’93) to launch SmartPak, a business that provides nutritional supplements, dog food, and supplies to customers... View Details
- 01 Apr 1997
- News
Manager's Notebook
In this new series, the Bulletin will feature occasional reports on faculty research in progress. Who Has Your Number? Customer information is the lifeblood of business. Indeed, a company's success often hinges on how well it understands... View Details
Keywords: Judith Ross
- 11 Dec 2017
- News
Growing from Within
there’s an obvious cost to that arrangement. But what are the benefits that company ownership offers McDonald’s? In the US, the McDonald’s Operating Company, McOpCo as we call it, plays an important role for the McDonald’s system: providing direct access to View Details
- 17 Dec 2015
- News
Conducting Research That Influences Practice
Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer... View Details
- 01 Dec 2014
- News
Taking Tailoring High Tech
the cost and time commitment of a traditional bespoke tailor. The efficiency of the technology allows Acustom to sell jeans—one of the most difficult tailoring challenges—starting at $225, about a quarter of the going price for custom... 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 Apr 1996
- News
New Releases
materials in their own training and development programs, focus on products covering key topics such as communication skills, change management, customer service, diversity, innovation, leadership, quality, sexual harassment, strategy,... View Details
- 01 Jun 1997
- News
HBS Cyberposium Brings Online Future into Focus
Future of Retailing." Participants reported success in leveraging advanced technology to reach more customers and provide better service. Tuck Rickards (MBA '91), CEO of Virtual Emporium, an online shopping company, predicted that "in the... View Details
Keywords: Meg Gardner
- 01 Oct 2000
- News
After the Revolution: Putting the Internet in Perspective
hours a day, has a development team instead of a staff, and has no checkout lines. Bricks-and-mortar firms such as Walgreens, on the other hand, must build physical stores and employ and train store staff. Customers have to show up in... View Details
Keywords: Margie Kelley