Publications

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July 2005 (Revised March 2007)
Case

Kansai Digital Phone: Zutto, Gaining Japanese Loyalty

By: Francisco de Asis Martinez-Jerez and James Robert Dillon

Ted Katagi, marketing strategy manager of Kansai Digital Phone (KDP), utilizes customer lifetime value as a key metric to prioritize initiatives in an emergency plan to turn around the company. KDP is a regional phone company in Japan with less than stellar... View Details

Keywords: Customer Relationship Management; Customer Value and Value Chain; Customer Satisfaction; Telecommunications Industry; Electronics Industry; Japan; United States

June 1994
Case

Nicolas G. Hayek

By: John J. Gabarro and Dominik E.D. Zehnder

With very few exceptions, established premium producers eventually begin to lose market share and profitability to new, dynamic competitiors. These companies respond by focusing on their old success strategy without regard to changes in the marketplace. This is what... View Details

Keywords: Change Management; Leadership Style; Leading Change; Alignment; Innovation Leadership; Management Teams; Apparel and Accessories Industry

11 Jul 2012
News

In China, big opportunities for investors, if mutual funds can find a way in

31 Jan 2022
News

The Tussle over Location-Based Pay

02 Oct 2019
News

Happy Millennials: How can brands tell stories for a generation for whom experience is capital

February 2020
Technical Note

Talent Management and the Future of Work

By: William R. Kerr and Gorick Ng

The nature of work is changing—and it is changing rapidly. Few days go by without industry giants such as Amazon and AT&T announcing plans to invest billions of dollars towards retraining nearly half of their respective workforces for jobs of the future. What changes... View Details

Keywords: Human Resource Management; Human Capital Development; Human Resource Practices; Talent; Talent Acquisition; Talent Development; Talent Development And Retention; Talent Management; Talent Retention; Labor Flows; Labor Management; Labor Market; Strategy Development; Strategy Management; Strategy Execution; Strategy And Execution; Strategic Change; Transformations; Organization; Organization Alignment; Organization Design; Organizational Adaptation; Organizational Effectiveness; Management Challenges; Management Of Business And Political Risk; Change Leadership; Future Of Work; Future; Skills Gap; Skills Development; Skills; Offshoring And Outsourcing; Investment; Capital Allocation; Work; Work Culture; Work Force Management; Work/life Balance; Work/family Balance; Work-family Boundary Management; Workers; Worker Productivity; Worker Performance; Work Engagement; Work Environment; Work Environments; Productivity; Organization Culture; Soft Skills; Technology Management; Technological Change; Technological Change: Choices And Consequences; Technology Diffusion; Disruptive Technology; Global Business; Global; Workplace; Workplace Context; Workplace Culture; Workplace Wellness; Collaboration; Competencies; Productivity Gains; Digital; Digital Transition; Competitive Dynamics; Competitiveness; Competitive Strategy; Data Analytics; Data; Data Management; Data Strategy; Data Protection; Aging Society; Diversity; Diversity Management; Millennials; Communication Complexity; Communication Technologies; International Business; Work Sharing; Global Competitiveness; Global Corporate Cultures; Intellectual Property; Intellectual Property Management; Intellectual Property Protection; Intellectual Capital And Property Issues; Globalization Of Supply Chain; Inequality; Recruiting; Hiring; Hiring Of Employees; Training; Job Cuts And Outsourcing; Job Performance; Job Search; Job Design; Job Satisfaction; Jobs; Employee Engagement; Employee Attitude; Employee Benefits; Employee Compensation; Employee Fairness; Employee Relationship Management; Employee Retention; Employee Selection; Employee Motivation; Employee Feedback; Employee Coordination; Employee Performance Management; Employee Socialization; Process Improvement; Application Performance Management; Stigma; Institutional Change; Candidates; Digital Enterprise; Cultural Adaptation; Cultural Change; Cultural Diversity; Cultural Context; Cultural Strategies; Cultural Psychology; Cultural Reform; Performance; Performance Effectiveness; Performance Management; Performance Evaluation; Performance Appraisal; Performance Feedback; Performance Measurement; Performance Metrics; Performance Measures; Performance Efficiency; Efficiency; Performance Analysis; Performance Appraisals; Performance Improvement; Automation; Artificial Intelligence; Technology Companies; Managerial Processes; Skilled Migration; Assessment; Human Resources; Management; Human Capital; Talent and Talent Management; Retention; Demographics; Labor; Strategy; Change; Change Management; Transformation; Organizational Change and Adaptation; Organizational Culture; Working Conditions; Information Technology; Technology Adoption; Disruption; Economy; Competition; Globalization; AI and Machine Learning; Digital Transformation

Web

Hypergrowth

Today's fast-moving, highly dynamic global economy presents significant challenges to leaders committed to delivering exceptional market value. The right insights and tools are key to successfully navigating the rapidly changing... View Details

05 Jun 2012
First Look

First Look: June 5

firms' geographic expansion across time and markets. Specifically, we build a model in which two firms that differ in their capabilities enter sequentially into two markets with different potentials for profit. The model is solved using... View Details

Keywords: Sean Silverthorne

Web

Social Enterprise - Faculty & Research

short-term deviation from traditional benchmarks were inevitable. The question now was: how could they continue to succeed in their ESG strategy—and, more importantly, position themselves as a market signal, setting higher expectations... View Details

13 Mar 2023
Research & Ideas

What Would It Take to Unlock Microfinance's Full Potential?

livelihoods but also to do so in a manner that is profitable and therefore scalable. “We believe in these ideas, and we’re trying to validate them beyond what’s done by traditional academic papers.” Roth: The second product that we’re working on is a loan for View Details

Keywords: by Jen McFarland Flint; Financial Services

October 2021
Article

Overcoming the Cold Start Problem of CRM Using a Probabilistic Machine Learning Approach

By: Nicolas Padilla and Eva Ascarza

The success of Customer Relationship Management (CRM) programs ultimately depends on the firm's ability to understand consumers' preferences and precisely capture how these preferences may differ across customers. Only by understanding customer heterogeneity, firms can... View Details

Keywords: Customer Management; Targeting; Deep Exponential Families; Probabilistic Machine Learning; Cold Start Problem; Customer Relationship Management; Programs; Consumer Behavior; Analysis

Find at Harvard

01 Oct 2007
Research & Ideas

Encouraging Dissent in Decision-Making

along" seem crude and outdated workplace mantras when contrasted with the sophistication of modern business, yet they are still considered sound advice. Compensating Candor HBS professor Max Bazerman of the Negotiation, Organizations & View Details

Keywords: by Garry Emmons

16 May 2011
Research & Ideas

What Loyalty? High-End Customers are First to Flee

advisable or even necessary to invest in a response. In other cases, you may as well save your money, according to the researchers. The study also concluded that even though high-end customers can be fickle, a company that sustains a superior service position in its... View Details

Keywords: by Julia Hanna

November 2004 (Revised November 2005)
Case

Kodak and The Digital Revolution (A)

By: Giovanni M. Gavetti, Rebecca Henderson and Simona Giorgi

The introduction of digital imaging in the late 1980s had a disruptive effect on Kodak's traditional business model. Examines Kodak's strategic efforts and challenges as the photography industry evolves. After discussing Kodak's history and its past strategic moves in... View Details

Keywords: History; Information Technology; Business Model; Leadership; Disruption; Industry Growth; Business Strategy; Consumer Products Industry

06 Sep 2016
Blog Post

What Makes the HBS MBA unique?

around leadership and working in groups. During FIELD 2, students are put into teams and work with a company in an emerging market on a business problem. FIELD 2 culminates with students going in country for a little over a week. FIELD... View Details

Web

Business Model Shift

Winning companies owe their success to a business model that effectively creates and captures value. When organizations link a business model to new technologies to meet an emerging market need, they can disrupt the View Details

September 2011 (Revised October 2014)
Case

Ganesh Natarajan: Leading Innovation and Organizational Change at Zensar (A)

By: Michael Tushman and David Kiron

In 2005, Ganesh Natarajan, CEO of Zensar, a Pune, India-based software company, and his senior management team are considering consolidating staff and resources at the firms. Natarajan proposes an additional, possible controversial business unit to the proposed new... View Details

Keywords: Change Management; Technological Innovation; Leading Change; Product Launch; Organizational Change and Adaptation; Organizational Structure; Information Technology Industry

April 2009 (Revised November 2018)
Case

Sanctuary Soft: International Expansion Strategies

By: Boris Groysberg, Geoff Marietta, Tim Marshall and Adam Hartley

Sanctuary Soft CEO Elizabeth Smalley faced increasing pressure from her primary investor to expand operations internationally. If successful, the expansion could enlarge Sanctuary’s customer base and enable the firm to better serve existing clients’ overseas offices.... View Details

Keywords: Global Strategy; Governing Rules, Regulations, and Reforms; Labor; Laws and Statutes; Market Entry and Exit; Information Technology Industry; Technology Industry; Web Services Industry; Banking Industry; China; India; Germany; United Kingdom; United States