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  • June 2024 (Revised August 2024)
  • Case

Hospital for Special Surgery: Returning to a New Normal? (A)

By: Robert S. Huckman, Michael Lingzhi Li and Camille Gregory
Early on the morning of April 27, 2020, Justin Oppenheimer stood outside the entrance to the lobby of the Hospital for Special Surgery (HSS) Pavilion Building with mixed emotions. On one hand, Oppenheimer, HSS’ Enterprise Chief Operating Officer and Chief Strategy... View Details
Keywords: Operations Management; Scheduling; Optimization; COVID-19; Health Care and Treatment; Operations; Customer Focus and Relationships; Disruption; Health Industry; United States
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Huckman, Robert S., Michael Lingzhi Li, and Camille Gregory. "Hospital for Special Surgery: Returning to a New Normal? (A)." Harvard Business School Case 624-092, June 2024. (Revised August 2024.)
  • January 2010 (Revised March 2013)
  • Case

HubSpot: Lower Churn through Greater CHI

By: F. Asis Martinez Jerez, Thomas Steenburgh, Jill Avery and Lisa Brem
HubSpot, a web marketing startup is under pressure from VCs to rapidly acquire new customers and to maintain a low level of customer churn. In the case, students explore the drivers of customer churn and uncover opportunities to increase customer retention across the... View Details
Keywords: Business Startups; Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Forecasting and Prediction; Consumer Behavior; Happiness; Consulting Industry
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Martinez Jerez, F. Asis, Thomas Steenburgh, Jill Avery, and Lisa Brem. "HubSpot: Lower Churn through Greater CHI." Harvard Business School Case 110-052, January 2010. (Revised March 2013.)
  • December 2018 (Revised October 2020)
  • Case

Shiseido: Reinvesting in Brand

By: Jill Avery and Nobuo Sato
Shiseido was in the midst of a six year corporate turnaround, trying to reverse the effects of decades of under-investment in R&D and marketing which had led to a cycle of declining customer support and brand value. Would the CEO’s VISION 2020 plan, centered on four... View Details
Keywords: Brand Management; Brand Value; Turnaround; Brand Portfolio; Brand Communication; Global Brands; Digital Marketing; Return On Investment; Marketing ROI; Internet Marketing; Marketing; Marketing Strategy; Brands and Branding; Value; Growth and Development Strategy; Investment Return; Consumer Behavior; Beauty and Cosmetics Industry; Consumer Products Industry; Japan; Asia
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Avery, Jill, and Nobuo Sato. "Shiseido: Reinvesting in Brand." Harvard Business School Case 519-026, December 2018. (Revised October 2020.)
  • November 2016 (Revised December 2016)
  • Module Note

Strategy Execution Module 8: Linking Performance to Markets

By: Robert Simons
This module reading shows how to link profit plans and other performance measurement systems to both internal and external markets. Starting with the transfer of goods and services within a firm, the module discusses the different methods of designing transfer pricing... View Details
Keywords: Management Control Systems; Implementing Strategy; Execution; Transfer Pricing; Activity Based Costing; Return On Investment; Residual Income; EVA; Strategy; Cost Accounting; Activity Based Costing and Management; Markets; Investment Return
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Simons, Robert. "Strategy Execution Module 8: Linking Performance to Markets." Harvard Business School Module Note 117-108, November 2016. (Revised December 2016.)

    Ryan W. Buell

    Ryan W. Buell is a Professor of Business Administration in the Technology and Operations Management Unit at Harvard Business School. He teaches View Details

    Keywords: banking; e-commerce industry; fast food; financial services; high technology; hotels & motels; insurance industry; restaurant; retailing; service industry; transportation
    • 01 Apr 2002
    • News

    Professorship Brings Brierley's HBS Connection Full Circle

    Partners has evolved into a technologybased marketing solutions company that helps clients design and manage customer loyalty programs. With offices in seven cities worldwide and over 250 employees, Brierley... View Details
    Keywords: Charles M. Williams; Epsilon Data Management; Computer Systems Design and Related Services; Professional Services
    • July 2005 (Revised April 2006)
    • Case

    Carnival Cruise Lines

    By: Lynda M. Applegate, Robert Kwortnik and Gabriele Piccoli
    Highlights the potential value of customer data and the choices and challenges the firm faces when attempting to capture this value. Carnival collects a significant amount of individual-level behavioral and demographic customer data. Senior management must now decide... View Details
    Keywords: Consumer Behavior; Demographics; Customer Relationship Management; Knowledge Use and Leverage; Performance Improvement; Business Strategy; Travel Industry; Tourism Industry
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    Applegate, Lynda M., Robert Kwortnik, and Gabriele Piccoli. "Carnival Cruise Lines." Harvard Business School Case 806-015, July 2005. (Revised April 2006.)
    • March 2006 (Revised April 2006)
    • Case

    NOK (A)

    By: Das Narayandas and Kate Attea
    Highlights issues that a multidivision firm faces as it moves from managing products for profit to managing customers for profit. View Details
    Keywords: Business Divisions; Transformation; Customer Focus and Relationships; Profit; Management; Product Marketing; Organizations; Commercialization
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    Narayandas, Das, and Kate Attea. "NOK (A)." Harvard Business School Case 506-040, March 2006. (Revised April 2006.)

      Eva Ascarza

      Eva Ascarza is the Jakurski Family Associate Professor of Business Administration in the Marketing Unit.  She is the co-founder of the Customer Intelligence Lab at the D^3 institute at Harvard Business School. She teaches the Marketing core in the MBA required... View Details

      Keywords: telecommunications; e-commerce industry; entertainment; financial services; retailing
      • May 2012
      • Article

      Adding Bricks to Clicks: Predicting the Patterns of Cross-Channel Elasticities over Time

      By: Jill Avery, Thomas J. Steenburgh, John Deighton and Mary Caravella
      The authors propose a conceptual framework to explain whether and when the introduction of a new retail store channel helps or hurts sales in existing direct channels. A conceptual framework separates short- and long-term effects by analyzing the capabilities of a... View Details
      Keywords: Marketing; Channels; Channels Of Distribution; Distribution; Retailing; Channel Management; Channel Migration; Multichannel Retailing; Framework; Customers; Marketing Channels; Sales; Internet and the Web; Demand and Consumers; Competency and Skills; Distribution Channels; E-commerce; Retail Industry; United States
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      Avery, Jill, Thomas J. Steenburgh, John Deighton, and Mary Caravella. "Adding Bricks to Clicks: Predicting the Patterns of Cross-Channel Elasticities over Time." Journal of Marketing 76, no. 3 (May 2012): 96–111.
      • Winter 2014
      • Article

      Strategic Decisions for Multisided Platforms

      By: Andrei Hagiu
      Multisided platforms such as eBay and Facebook create value by enabling interactions between two or more customer groups. But building and managing a winning platform isn’t easy. View Details
      Keywords: Value Creation; Multi-Sided Platforms; Business Strategy
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      Hagiu, Andrei. "Strategic Decisions for Multisided Platforms." MIT Sloan Management Review 55, no. 2 (Winter 2014).
      • June 2001
      • Case

      Infinata: The Quest for Human Resource Venture Capital

      By: Jay O. Light and Anthony Massaro
      A potential start-up in the Web-based Customer Relationship Management (CRM) is considering a deal with a software developer. View Details
      Keywords: Negotiation; Negotiation Deal; Customer Relationship Management; Internet and the Web; Business Startups; Information Technology Industry
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      Light, Jay O., and Anthony Massaro. "Infinata: The Quest for Human Resource Venture Capital." Harvard Business School Case 201-032, June 2001.
      • January 2016
      • Case

      Sentient Jet: The Uber of Private Jets

      By: Anat Keinan and Sandrine Crener
      Founded in 1999 in the Boston area, Sentient Jet had become a leading private aviation company in the United States. Its success was built on the introduction of a groundbreaking membership program that offered business travelers the flexibility and convenience of... View Details
      Keywords: Private Jets; Private Aviation; Luxury; Luxury Service; Uber; Branding; Growth Strategy; Client Acquisition; Innovative Business Model; Disruptive Innovation; Collaborative Consumption; Disruption; Disruptive Business Model; Travel; Reputation Management; Sharing Economy; Word Of Mouth; Customer Engagement; Aircraft; Membership Programs; Loyalty Program; Brand Positioning; Brand Building; Brand Differentiation; Customer Service; Exceeding Consumer Expectations; 2-way Business Model; Marketing Partnerships; Netjet; Air Transportation; Entrepreneurship; Growth and Development Strategy; Air Transportation Industry
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      Keinan, Anat, and Sandrine Crener. "Sentient Jet: The Uber of Private Jets." Harvard Business School Case 516-066, January 2016.
      • August 2023
      • Case

      Beamery: Using Skills and AI to Modernize HR

      By: Boris Groysberg, Alexis Lefort, Susan Pinckney and Carolina Bartunek
      Unicorn human relationships startup Beamery evaluates it's growth versus depth strategy as its strategic partners and customers could become future competitors in a quickly changing AI based human resources and talent management industry View Details
      Keywords: Acquisition; Business Growth and Maturation; Business Startups; Competency and Skills; Experience and Expertise; Talent and Talent Management; Customers; Nationality; Learning; Entrepreneurship; Employee Relationship Management; Recruitment; Retention; Selection and Staffing; Values and Beliefs; Cross-Cultural and Cross-Border Issues; Analytics and Data Science; Applications and Software; Disruptive Innovation; Technological Innovation; Job Offer; Job Search; Job Design and Levels; Employment; Human Capital; Europe; United Kingdom; United States
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      Groysberg, Boris, Alexis Lefort, Susan Pinckney, and Carolina Bartunek. "Beamery: Using Skills and AI to Modernize HR." Harvard Business School Case 424-004, August 2023.
      • Teaching Interest

      Overview

      By: V.G. Narayanan
      I teach accounting to MBA students, executives, and Harvard Extension School students. I teach topics from both financial and managerial accounting. I also train professors in teaching by the case method. View Details
      Keywords: Financial Accounting; Management Accounting; Case Method Teaching; Corporate Governance; Customer Relationship Management; AI and Machine Learning; Health Industry; Education Industry; Banking Industry; India; North America
      • September 2022 (Revised January 2023)
      • Case

      DBS: Purpose-Driven Transformation

      By: Ranjay Gulati, Adina Wong, Dawn H. Lau and Joseph Mesfin
      Singapore-based bank DBS went through three waves of purpose-driven transformation, overhauling the bank’s systems, upgrading employee skills, and re-centering its customer focus, with the bank’s purpose growing bolder with each key milestone achieved. Find out how the... View Details
      Keywords: Transformation; Alignment; Business Strategy; Balanced Scorecard; Technology Adoption; Mission and Purpose; Change Management; Banking Industry; Financial Services Industry; Asia; Singapore
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      Gulati, Ranjay, Adina Wong, Dawn H. Lau, and Joseph Mesfin. "DBS: Purpose-Driven Transformation." Harvard Business School Case 423-022, September 2022. (Revised January 2023.)
      • September 1999 (Revised September 1999)
      • Case

      Convergys Corporation

      By: Stephen P. Bradley and Kelley Porter
      Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details
      Keywords: Customer Focus and Relationships; Customer Satisfaction; Growth and Development Strategy; Management Practices and Processes; Service Delivery; Service Operations; Strategy; Competitive Strategy; Corporate Strategy; Information Industry; Service Industry
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      Bradley, Stephen P., and Kelley Porter. "Convergys Corporation." Harvard Business School Case 700-042, September 1999. (Revised September 1999.)
      • April 2018
      • Teaching Note

      Formlabs: Selling a New 3D Printer

      By: Frank Cespedes
      Teaching Note for HBS No. 817-001. Formlabs is a venture that manufactures and sells 3D printers used in a variety of industries and applications. As the young company prepares to ship its latest model, the head of Customer Development is tasked with developing a... 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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      Cespedes, Frank. "Formlabs: Selling a New 3D Printer." Harvard Business School Teaching Note 818-127, April 2018.
      • August 2001 (Revised February 2005)
      • Case

      Dakota Office Products

      By: Robert S. Kaplan
      The senior management team of Dakota, an office products distributor, is concerned about the company's first loss in history. Explores the role for activity based costing and customer profitability measurement in a distribution company. Dakota's customers are... View Details
      Keywords: Activity Based Costing and Management; Order Taking and Fulfillment; Profit; Distribution; Customers; Distribution Industry
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      Kaplan, Robert S. "Dakota Office Products." Harvard Business School Case 102-021, August 2001. (Revised February 2005.)
      • December 2012
      • Case

      Delwarca Software Remote Support Unit

      By: Roy D. Shapiro and Paul E. Morrison
      Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise... View Details
      Keywords: Service Operations; Service Delivery; Mathematical Methods; Applications and Software; Problems and Challenges; Customer Satisfaction; Information Technology Industry
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      Shapiro, Roy D., and Paul E. Morrison. "Delwarca Software Remote Support Unit." Harvard Business School Brief Case 913-541, December 2012.
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