Customer Power - Publications - Faculty & Research

05 Feb 2001
What Do You Think?

Do MBA Programs Face “The Innovator’s Dilemma”?

"dilution" resulting from the introduction of an online MBA by a highly regarded onsite program, Joshua Doherty questioned the futures of top-tier schools that may lose their ability "to exploit the market power of... View Details

Keywords: by James Heskett

01 Mar 2015
News

A Boomtown's Echo

end, we have to move to energy sources for base load electrical power—available whenever a customer needs it—and transportation that do not release new carbon into the atmosphere and yet are still economically acceptable to the public.... View Details

Keywords: Oil and Gas Extraction; Mining

11 Dec 2018
First Look

New Research and Ideas, December 11, 2018

launch a new blockchain currency to facilitate financial services for unbanked and underbanked customers in emerging markets via their smartphone. Santos had to decide whether to go forward with the new plan despite regulatory risk,... View Details

Keywords: Dina Gerdeman

06 Aug 2018
Research & Ideas

Supersmart Manufacturing Tools are Lowering Prices on TVs, Bulbs, and Solar Panels

quickly and cheaply than ever before. The reason? Tools are being developed that have more knowledge baked into them, meaning manufacturers don’t have to develop as much custom technology to compete. Sean Silverthorne: Can you explain... View Details

Keywords: by Sean Silverthorne; Manufacturing; Electronics

01 Jun 2020
News

Unleashed

As this existential crisis unfolded, a customer called FedEx in tears because her wedding dress hadn’t arrived yet, with less than twenty-four hours until the ceremony. A frontline service employee named Diane jumped into action, tracked... View Details

Keywords: Jen McFarland Flint

14 Apr 2008
Research & Ideas

The Surprising Right Fit for Software Testing

part-time consultants are considered best-in-class—they are paid industry-competitive wages, and customers include LEGO, Microsoft, and Oracle—75 percent of them live with what others might consider a handicap: They have Asperger syndrome... View Details

Keywords: by Martha Lagace; Video Game; Web Services; Computer

01 Dec 2004
News

Starting Off on the Right Foot

When business and career psychologist James Waldroop counsels young executives who are starting assignments in a new company, he urges them to act like anthropologists. “For the first six months on the job, your assignment is to understand the View Details

Keywords: Deborah E. Blagg

29 May 2001
Research & Ideas

Good News, Not Blues, For the Inner City

It's the dream business location. Vital infrastructure feeds the area. A committed workforce lives nearby. A large number of potential customers are packed around you. And it's the last place you thought to look: the inner city. But the... View Details

Keywords: by Martha Lagace

01 Sep 2008
News

The Levitt Brand

Globalization of Markets” (1983). With nearly 900,000 reprints sold to date, “Marketing Myopia” posed a question that reverberates nearly fifty years later: “What business are you really in?” “An industry begins with the customer and his... View Details

Keywords: Julia Hanna; Colleges, Universities, and Professional Schools; Educational Services

Profile

Tuce Zengin Van den Eynde

learning real. You’re learning more than numbers – you’re learning judgment. You’re learning how to be clear in your thinking, how to convince others. I can see how my and my sectionmates’ thinking has changed since the beginning of the year.” The View Details

Web

3 Technologies that Will Change the World - Course Catalog

behavior. They learn and improve relentlessly. They make better decisions than humans in an increasing number of contexts. They are unconstrained by moral boundaries. Are these technologies different from other ground-breaking technologies such as electricity, nuclear... View Details

19 Sep 2012
Research & Ideas

Funding Innovation: Is Your Firm Doing it Wrong?

traditional phones, so they focused on that, and the opportunity came and went," Lerner says. Meanwhile, the venture capital industry remains all about funding innovation with the understanding of risk. The book notes the historical View Details

Keywords: by Carmen Nobel

09 Oct 2001
Research & Ideas

Five Questions for Paul Lawrence and Nitin Nohria

product. In four-drive terms, we would argue that brands would be stronger to the extent they come to represent an implicit promise to the customer that can be trusted, a promise that to some extent addresses all four primary drives. Take... View Details

Keywords: by Sean Silverthorne

22 May 2007
First Look

First Look: May 22, 2007

acquirers with a powerful new tool during the due-diligence process. By using existing industry templates, potential acquirers with access to the target's general ledger, and order, product and customer... View Details

Keywords: Martha Lagace

12 Oct 1999
Research & Ideas

What It Takes: Minorities in the Executive Suite

We are on the cusp of a new millennium; yet the face of corporate power in the United States remains overwhelmingly white. People of color hold less than 1 percent of all senior executive posts. But what about leaders such as Kenneth... View Details

Keywords: by Judith A. Ross

03 Aug 2009
Research & Ideas

Corporate Social Responsibility in a Downturn

the firm's business practices. We have built a simple classification system that when combined with an "assessment" model could yield powerful diagnostics on how to migrate and manage a company's portfolio of CSR programs.... View Details

Keywords: by Martha Lagace

03 Jul 2018
What Do You Think?

Should CEO Satya Nadella Cancel Microsoft’s Contract with ICE?

than a yes or no response, particularly in view of his emphasis on organizational culture. For example, Kisiah commented, “Microsoft should not get involved in politics. It does have employees and customers with all types of political... View Details

Keywords: by James Heskett; Computer; Technology

01 Dec 2018
News

Alumni and Faculty Books for December 2018

social change campaigns to the rest, Crutchfield reveals powerful lessons for change-makers who seek to affect society and the planet for the better. Corporate Diversification: Opportunities Created by the Winds of Change by Brooks Fenno... View Details

01 Dec 2016
News

Alumni Books of 2016

and extraordinarily detailed maps. Leading YOU: The Power of Self-Leadership to Build your Executive Brand and Drive Career Success by Brenda Bence (MBA 1991) (Global Insight Communications, LLC) The most important driver of overall... View Details

29 Jan 2013
First Look

First Look: Jan. 29

dimension with particular relevance in outsourcing-is the end customer for whom it is produced. The performance benefits of such customer experience remain largely unexamined. We explore this dimension of... View Details

Keywords: Sean Silverthorne

Publications