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  • 21 Apr 2008
  • Research & Ideas

The New Math of Customer Relationships

It's the E=MC2 of customer loyalty. Deeply satisfied employee = deeply satisfied customer = lifelong profit. Harvard Business School professor emeritus Jim Heskett and professor Earl Sasser have pursued this seemingly simple equation in books including View Details
Keywords: by Sean Silverthorne
  • December 2022
  • Case

To Feed the Planet: Juan Luciano at ADM

By: Joshua D. Margolis, David E. Bell, Damien McLoughlin, Stacy Straaberg and James Weber
In December 2022, Juan Luciano, Chairman and CEO of agribusiness and nutrition giant ADM, considered the next phase of the historic company’s future. Beginning in 2011 when he joined as COO and moving into his tenure as CEO in 2015, Luciano led a transformation of ADM... View Details
Keywords: Agriculture; Leadership; Agribusiness; Acquisition; Business Units; Customer Focus and Relationships; Customer Value and Value Chain; Forecasting and Prediction; Capital; Cash; Cost of Capital; Cost Management; Profit; Food; Global Range; Innovation Strategy; Leadership Development; Leadership Style; Leading Change; Growth and Development Strategy; Risk Management; Organizational Culture; Organizational Structure; Strategic Planning; Risk and Uncertainty; Adaptation; Business Strategy; Corporate Strategy; Vertical Integration; Value Creation; Transformation; Agriculture and Agribusiness Industry; Energy Industry; United States; Chicago
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  • March 2017
  • Case

Cantel Medical

By: John R. Wells and Gabriel Ellsworth
Cantel Medical Corporation provided infection prevention and control products and services for patients, caregivers, and other healthcare providers. In 2016, Cantel generated sales of $665 million and net profits of $60 million, double the levels of five years earlier.... View Details
Keywords: Cantel; Charles Diker; Furniture Industry; Matrix Organization; Acquisition; Mergers and Acquisitions; Business Conglomerates; Business Units; Business Growth and Maturation; Business Organization; For-Profit Firms; Chemicals; Profit; Revenue; Geographic Scope; Multinational Firms and Management; Health; Health Care and Treatment; Business History; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Organizational Structure; Problems and Challenges; Research and Development; Opportunities; Strategy; Adaptation; Business Strategy; Competitive Strategy; Corporate Strategy; Diversification; Expansion; Information Technology; Biotechnology Industry; Chemical Industry; Health Industry; Manufacturing Industry; Medical Devices and Supplies Industry; Pharmaceutical Industry; United States; New Jersey
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  • 21 Nov 2023
  • Op-Ed

The Beauty Industry: Products for a Healthy Glow or a Compact for Harm?

In my recently published book Deeply Responsible Business, I write about business leaders since the 19th century who have acted responsibly, often by putting the welfare of their communities above the idea of maximizing profits. I make a sharp distinction between... View Details
Keywords: by Geoffrey Jones; Beauty & Cosmetics
  • 17 May 2016
  • First Look

May 17, 2016

2016 New York: Oxford University Press Consumers, Corporations, and Public Health: A Case-Based Approach to Sustainable Business By: John A. Quelch. Abstract—The public health footprint associated with corporate behavior has come under... View Details
Keywords: Sean Silverthorne
  • 12 Mar 2015
  • Working Paper Summaries

What Courses Should Law Students Take? Harvard’s Largest Employers Weigh In

Keywords: by John C. Coates, Jesse M. Fried & Kathryn E. Spier; Legal Services; Legal Services
  • 28 Jan 2014
  • First Look

First Look: January 28

the Public Corporation, and Greater Commitments to Sustainability: Signals from the Corporate Board By: Eccles, Robert G., J. Herron, and George Serafeim Abstract—This book is a comprehensive reference work exploring recent changes and... View Details
Keywords: Sean Silverthorne
  • January 2017 (Revised March 2018)
  • Case

United Housing—Otis Gates

By: Steven Rogers and Mercer Cook
Otis Gates, the only African-American in his HBS graduating class, is an entrepreneur from greater Boston area and has built a successful affordable housing firm. Along the way, he and his partners have contributed countless hours of community service to the... View Details
Keywords: Affordable Housing; Real Estate; Community Engagement; Social-good; Request For Proposal; Diversity; Entrepreneurship; Social Entrepreneurship; Moral Sensibility; Fairness; Corporate Entrepreneurship; Housing; Business and Community Relations; Real Estate Industry
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    Michael A. Wheeler

    Mike Wheeler joined the HBS faculty in 1993 and has taught extensively in its MBA, Executive, and distance learning programs. His highly interactive 8-week/40-hour HBS Online Negotiation... View Details

    Keywords: legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services; legal services
    • August 2024 (Revised March 2025)
    • Case

    DBS' AI Journey

    By: Feng Zhu, Harold Zhu and Adina Wong
    Headquartered in Singapore, DBS Bank, one of Asia's leading financial services groups, embarked on a multi-year digital transformation under CEO Piyush Gupta in 2014. It was then that DBS also began experimenting with AI to drive value for the business and customers.... View Details
    Keywords: Corporate Governance; AI and Machine Learning; Digital Transformation; Risk Management; Value Creation; Financial Services Industry; Financial Services Industry; Asia; Singapore
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    • January 2015
    • Article

    Competing with Privacy

    By: Ramon Casadesus-Masanell and Andres Hervas-Drane
    We analyze the implications of consumer privacy for competition in the marketplace. We consider a market where firms set prices and disclosure levels for consumer information, and consumers observe both before deciding which firm to patronize and how much information... View Details
    Keywords: Information Acquisition; Information Disclosure; Online Privacy; Privacy Regulation; Information; Rights; Internet and the Web; Competition; Internet and the Web; Corporate Disclosure; Ethics; Knowledge Acquisition
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    • 12 Sep 2023
    • Book

    Successful, But Still Feel Empty? A Happiness Scholar and Oprah Have Advice for You

    manage my feelings,’” Brooks says. “They don’t treat their self-management with the same seriousness that they treat their corporate management.” Big idea 1: The right path for you A straight sprint up the View Details
    Keywords: by Avery Forman
    • November 1995
    • Case

    "Marketing" at Wachtell, Lipton, Rosen & Katz

    By: Jay W. Lorsch and Samanta Graff
    Describes the history and unique operating principles of the most successful corporate law firm in the country. Closes with a lengthy quotation by Martin Lipton, who is one of the firm's founding partners and who is described in an American Lawyer article as the "Elvis... View Details
    Keywords: Marketing Strategy; Reputation; Business Strategy; Legal Services Industry
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    • March 1998 (Revised April 1998)
    • Case

    Lehigh Steel

    By: V.G. Narayanan and Laura Donohue
    Lehigh Steel is a specialty steel manufacturer that plummeted from record profits to record losses in less than three years, driven by an inability to distinguish between profitable and unprofitable business. The scale and growth of service activities and overhead... View Details
    Keywords: Measurement and Metrics; Product; Cost; Activity Based Costing and Management; Profit; Accounting; Corporate Finance; Steel Industry
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    • June 1987 (Revised September 1997)
    • Case

    Mebel, Doran & Co.

    By: Samuel L. Hayes III
    Puts the student in the position of a senior official of a major New York investment bank who discovers that information has leaked to the market on a confidential takeover plan that was being developed by a corporate client. The official has to decide how to deal with... View Details
    Keywords: Ethics; Decision Choices and Conditions; Investment Banking; Mergers and Acquisitions; Crisis Management; Financial Services Industry; Financial Services Industry
    Related
    • Web

    Podcast - Business & Environment

    Addict TuneIn Pandora Audacy Deezer JioSaavn 30 Jul 2025 Climate Rising Designing for Resilience: with Alex Berkowitz of Coastal Protection Services This episode is another in our series on Climate Resilience featuring Alex Berkowitz,... View Details
    • November 2009
    • Case

    Dawn Stokes: The View from the Driver's Seat

    By: Boris Groysberg and Lindsay Tanne
    Dawn Stokes founded and was successful as CEO of Texas Driving Experience, a company that provided driving lessons, both safety-based for teens, and high-performance racecar driving for individual thrill seekers and corporate events. Although the company had done well,... View Details
    Keywords: Economic Slowdown and Stagnation; Training; Entrepreneurship; Growth and Development Strategy; Expansion; Service Industry; Service Industry; Texas
    Related
    • 2006
    • Dissertation

    Enterprise Risk Management in Action

    By: Anette Mikes
    The new Basel regulatory initiatives and a burgeoning risk management literature signify the rise of enterprise risk management (ERM) in the financial services sector. However, very little is known of the roles that risk management plays in organizations and how it... View Details
    Keywords: Banks and Banking; Risk Management; Practice; Governance Controls; Value; Strategy; Financial Services Industry
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      Rosabeth M. Kanter

      Rosabeth Moss Kanter holds the Ernest L. Arbuckle Professorship at Harvard Business School, specializing in strategy, innovation, and leadership for change. Her strategic and practical insights guide leaders worldwide through teaching, writing, and direct... View Details

      Keywords: financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services
      • September 2019
      • Case

      Funding Sources for Science & Technology Start-ups in India

      By: Tarun Khanna, Arjun Swarup and Rachna Tahilyani
      India's start-up ecosystem is amongst the largest globally, with a variety of funding options from angel investors, venture capital and corporate venture capital to debt. Classic consumer focused start-ups which look to leverage technology have been able to raise... View Details
      Keywords: Venture Capital; Business Startups; Science; Information Technology; Financial Services Industry; Financial Services Industry; Financial Services Industry; India; South Asia
      Related