Customer Relations - Publications - Faculty & Research

10 Mar 2015
Research & Ideas

The Surprising Winners and Losers in the Retail Revolution

brick and clicks are Home Depot and Pet Smart. What did Home Depot do right? Rajiv Lal: Home Depot thought about the challenges facing their business very strategically. They've gone category by category and asked: What is the best way to service the View Details

Keywords: by Sean Silverthorne; Retail

25 Sep 2017
Research & Ideas

Why Politics is Failing America, and What Business Can Do To Help

industrial complex that limits healthy competition in order to promote its continued growth and caters to the power and profit-driven demands of its best customers instead of the broader public interest. During the 2016 election cycle,... View Details

Keywords: by Christina Pazzanese, Harvard Gazette

Fast Answer

Managing & Investing in a Fast-Growing Emerging Market: India

Library and related resources for Managing & Investing in a Fast-Growing Emerging Market: India View Details

November 2024 (Revised July 2025)
Case

Polish Agro: Where Do We Grow From Here?

By: Willy C. Shih, Lena Duchene and Daniela Beyersdorfer

By July 2024, Polish Agro had grown into one of Poland’s fastest-growing agribusinesses, with €230 million in revenue, 82 employees, and operations across Northern Poland. The company supported farmers with essential agricultural inputs like fertilizers and seeds,... View Details

Citation

Educators

Purchase

24 Mar 2021
News

Clubs Reaffirm Equity in Community Partners Work; Alumni Angels Invest in Member Education

groundbreaking accelerator promoting financial inclusion and access to capital for early-stage, technology-enabled companies led by women and multicultural entrepreneurs. Young companies accepted to the program receive mentorship, access to networks, and View Details

Keywords: Margie Kelley

Web

Brand Name Management - The Art of American Advertising

shortest words and the plainest words bridge the distance between the eye and the understanding in the least time.” 47 Combative discourse, the mainstay of political cartoons throughout the nineteenth century, also served as a compelling means of convincing View Details

28 Aug 2019
Blog Post

Know Your Audience: Recruiting HBS Students for Investment Banking

The “Know Your Audience” series on the HBS Recruiting Blog highlights trends in recruiting for various industries. Learn more about student interest, effective recruiting strategies, and best practices from HBS staff dedicated to your industry. Meet the Team Kurt... View Details

12 Mar 2012
Research & Ideas

Crowded at the Top: The Rise of the Functional Manager

titles such as chief financial officer, chief marketing officer, chief technology officer, and chief human resources officer. “In companies that have more related businesses, it makes sense to have these positions toward the top with the... View Details

Keywords: by Carmen Nobel

12 Oct 1999
Research & Ideas

Porter’s Perspective: Competing in the Global Economy

Competitive advantage. Corporate strategy. The competitive advantage of nations. All over the world these terms quickly bring to mind the groundbreaking work of HBS professor Michael Porter, whose two decades of research on these and View Details

Keywords: Re: Michael E. Porter

Web

Rock 100: The Summit - Entrepreneurship

Rhodes- Krop f , Associate Professor of Business Administration Mike Roberts , Senior Lecturer Rudina Sese ri , Partner, Fairhaven Capital; HBS Entrepreneur-in-Residence Howard Stevenson , Sarofim-Rock Professor of Business Administration, Emeritus Participant... View Details

15 May 2018
First Look

New Research and Ideas, May 15, 2018

different settings. A coherent framework helps employees develop a deeper understanding of the business, which can lead to improved engagement, creativity, efficiency, and customer service. Publisher's link:... View Details

Keywords: Dina Gerdeman

21 Nov 2016
Research & Ideas

It Matters That Your CEO Doesn't Know Much About Sales

more specialists are needed to stay up to date with functional best practices. The problem that this influx of specialists creates, Cespedes says, is that fewer senior executives are responsible for integrating activities across the multiple activities that determine... View Details

Keywords: by Michael Blanding

23 Dec 2002
Research & Ideas

Partnering and the Balanced Scorecard

diverse units, employees, and constituencies. In this chapter, we describe how effective leaders customize their organization's measurement and management system to partner with their employees for strategy implementation. We also discuss... View Details

Keywords: by Robert S. Kaplan & David P. Norton

01 Jun 2010
News

Michael Depatie

was ranked number one in guest satisfaction for 2009 by the Market Metrix Hospitality Index (based on over 130,000 hotel customer surveys), beating competitors including the Ritz-Carlton, W Hotels, and the Four Seasons. Michael Depatie... View Details

Keywords: Julia Hanna; Amusement, Gambling, and Recreation Industries; Arts, Entertainment; Accommodation; Hospitality

06 May 2008
First Look

First Look: May 6, 2008

series of options in the future and their subsequent revealed preferences over those options. Using a novel panel data set, we analyze the film rental and return patterns of a sample of online DVD rental customers over a period of four... View Details

Keywords: Martha Lagace

29 Apr 2016
News

The First Five Years: Kelly McKenna (MBA 2015)

brand associated with ArtLifting's message of empowerment for artists who are homeless or disabled. Customers see that. Clients see that. More importantly, employees and CEOs are reminded of it every day. And then externally, the... View Details

November 2020 (Revised April 2021)
Case

Roll-Ups and Surprise Billing: Collisions at the Intersection of Private Equity and Patient Care

By: Trevor Fetter and Kira Seiger

This case describes the increasing investment by private equity (PE) firms in patient care and other healthcare services. The case focuses on investments in physician staffing firms and roll-up strategy investments in physician practice management (PPM). Included in... View Details

Citation

Educators

Purchase

01 Dec 2008
News

Innovation as P&G’s Key

CHARAN: Drawing on his global consulting experience. LAFLEY: Customers are “the boss.” Photo courtesy Proctor & Gamble What does it take to delight low-income Mexican buyers of sanitary pads? The answer is not a punch line to a poor joke;... View Details

Keywords: Sean Silverthorne; Food Manufacturing; Manufacturing; Miscellaneous Manufacturing; Manufacturing

06 May 2014
First Look

First Look: May 6

transmitting information from equity to debt holders. This provides a novel argument as to why information contained in stock prices affects the real value of a corporation. It also allows us to make empirical predictions regarding the View Details

Keywords: Sean Silverthorne

14 Nov 2016
Op-Ed

5 Lessons I Hope Marketers Don’t Learn from Donald Trump

dreams of consumers, because a brand that’s built on such appeals will find it hard to grow to be a source of pride. Apparently misogyny, xenophobia, and contempt for the disabled have worked as customer acquisition tools for soon-to-be... View Details

Keywords: by John A. Deighton

Publications