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- All HBS Web (1,201)
- Faculty Publications (240)
- 2002
- Chapter
Use the Balanced Scorecard to Partner with Strategic Constituents: Employees, Customers, Suppliers, and Communities
By: Robert S. Kaplan and David P. Norton
Keywords: Balanced Scorecard; Employee Relationship Management; Customer Relationship Management; Business and Community Relations; Business and Stakeholder Relations
Kaplan, Robert S., and David P. Norton. "Use the Balanced Scorecard to Partner with Strategic Constituents: Employees, Customers, Suppliers, and Communities." Chap. 2 in Partnering: The New Face of Leadership, edited by Larraine Segil, Marshall Goldsmith, and James Belasco, 9–33. New York: AMACOM, 2002.
- 01 Jun 2017
- News
Inbox: From Das’s Desk
When Dean Nohria asked me to take over the role of Senior Associate Dean for External Relations from Bill Sahlman last July, I realized it was not going to be an easy task. Not only is Bill a giant in the world of academics, but he is... View Details
Keywords: Das Narayandas
- Web
Creating Brand Value - Course Catalog
aggressively buying consumers’ brand loyalty at the same time they are firing their customers. Customer relationship management (CRM) investments have failed to deliver on their promise and are often hurting rather than helping the... 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... View Details
- 12 Apr 2010
- Research & Ideas
One Report: Better Strategy through Integrated Reporting
integrated report for 2008. Of course, One Report is not a panacea or silver bullet solution to making sustainability more than a public relations campaign or resolving the complex issues regarding improving corporate disclosure for all... View Details
Keywords: by Martha Lagace
- 01 Dec 2022
- News
Case Study: Your Call Is Important to Us
custom voice system, which means there’s a whole range of small- and mid-sized businesses that are underserved,” Sambvani says. With Slang.ai, he’s offering mid-market companies access to these more sophisticated tools that can... View Details
- 01 Apr 2002
- News
Professorship Brings Brierley's HBS Connection Full Circle
members, Epsilon engineered many of the ‘customer relationship' techniques that make today's customer loyalty programs so successful," says Brierley, who served as Epsilon's president and CEO for its first ten years. In 1980, serving... View Details
- 07 Jun 2017
- Research & Ideas
How an African History Scholar Became a Modern Righter of Wrongs
it’s someone in the History Department trying to make sense of the past, or somebody trying to do customer research on widgets in South Africa.” One of the key components of the FIELD course is contextual intelligence—the ability to apply... View Details
Keywords: by Carmen Nobel
- 01 Mar 2012
- News
Making Finance Personal
inspire, formulate, and drive new and improved product design and development, even without specialized knowledge. With its consumer base, for example, Intuit went from conducting a single experiment with customers of TurboTax, its... View Details
- Web
A Chronicle of the China Trade. The Papers of Augustine Heard & Co., 1840-1877
China Trade Bibliography Manuscript Collections Related Collections Site Credits “Business is too important and interesting not to be chronicled somehow,” Albert Heard wrote. 1 He was referring to his family’s firm, Augustine Heard & Co.,... View Details
- 20 Aug 2018
- Research & Ideas
Bargain Hunters Beware: A Store's 'Original Price' Might Not Be After All
marketing chicanery almost by accident. He was working on a related project involving a major US-based clothing and accessories brand (he can’t say which), when he noticed something odd happening at their outlet stores. “They never even... View Details
- Web
Learn with Baker Library: Corporate Reports & Filings for Researchers | Baker Library
Help Center Learn with Baker Library: Corporate Reports & Filings for Researchers Learn With Baker Library is a library service that provides customized e-learning modules covering topics from in-depth database overviews, library resource... View Details
- March 2015
- Teaching Note
CVS Health: Promoting Drug Adherence
Email mking@hbs.edu for a courtesy copy.
This Teaching Note explains the theory of the case and teaching plan for the case: CVS Health: Promoting Drug Adherence (515010). The case finds Helena Foulkes, Executive... View Details
This Teaching Note explains the theory of the case and teaching plan for the case: CVS Health: Promoting Drug Adherence (515010). The case finds Helena Foulkes, Executive... View Details
Keywords: Medication Adherence; Affordable Care Act (ACA); Marketing Strategy; Communication Strategy; Customer Value and Value Chain; Decisions; Health Care and Treatment; Goals and Objectives; Resource Allocation; Marketing Communications; Consumer Behavior; Measurement and Metrics; Service Delivery; Behavior; Motivation and Incentives; Social Issues; Information Technology; Value Creation; Public Relations Industry; Public Relations Industry; Public Relations Industry; Public Relations Industry; Public Relations Industry; United States
John, Leslie, John Quelch, and Robert Huckman. "CVS Health: Promoting Drug Adherence." Harvard Business School Teaching Note 515-086, March 2015. (Email mking@hbs.edu for a courtesy copy.)
- 01 Jun 2007
- News
For NFL Players, 3rd Down at HBS
Twenty-eight National Football Leagueplayers representing teams from across the league were recently on campus for an Executive Education program that addresses the unique business opportunities and challenges that players face during and after their professional... View Details
- September 1993 (Revised January 1997)
- Case
Serengeti Eyewear: Entrepreneurship Within Corning, Inc.
By: David A. Garvin and Jonathan West
An entrepreneurial division within Corning, Serengeti Eyewear, has grown rapidly in its brief 10-year history. Now it must decide whether to launch a new line of sunglasses and take on the industry leader. The company has prospered by developing and cultivating... View Details
Keywords: Organizational Design; Management Style; Competitive Strategy; Customer Relationship Management; Employee Relationship Management; Business and Stakeholder Relations; Talent and Talent Management; Corporate Entrepreneurship; Manufacturing Industry
Garvin, David A., and Jonathan West. "Serengeti Eyewear: Entrepreneurship Within Corning, Inc." Harvard Business School Case 394-033, September 1993. (Revised January 1997.)
- 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
- 02 Aug 2021
- What Do You Think?
Can Companies with Remote Management Succeed?
make more sense for a workforce that is older with fewer obligations (childcare, etc.) outside the office? Does it recognize the social needs of many (not all) humans to relate in person to those with whom we are working? We can ask how... View Details
Keywords: by James Heskett
- 01 Oct 2014
- Blog Post
A Summer Internship: Sparking Curiosity
self-discovery. I got a glimpse of how Danaher operated through the lens of Beckman Coulter, an operating company. I scratched the surface of the healthcare and diagnostics industry and put theory to practice with lots of customer... View Details
- 09 Oct 2019
- Research & Ideas
For Better Ideas, Bring the Right People to the Brainstorm
administration in the Strategy Unit at Harvard Business School, “whether that means talking to customers about where the pain points are or talking to clients about new opportunities.” Good entrepreneurs use these kinds of conversations... View Details
Keywords: by Michael Blanding
- 15 Jul 2014
- First Look
First Look: July 15
company's sources of advantage over time. The analysis suggests that the effectiveness of a particular business model depends not only on its design (its levers and how they relate to one another) but also, most importantly, on its... View Details
Keywords: Carmen Nobel