Customer Focus and Relationships - Publications - Faculty & Research

01 Jun 2024
News

Decoding the Promise and Perils of Generative AI

ChatGPT burst into the public consciousness on November 30, 2022. Within two months, the generative artificial intelligence (GenAI) software, which leverages a large language model (LLM) to produce human-like, text-based conversations, had reached an estimated 100... View Details

Keywords: April White

01 Feb 1997
News

Made, Not Born: HBS Courses and Entrepreneurial Management

and where the financial markets are nonetheless looking to large-scale securitization. "I put considerable focus on negotiation and the decision-making process," explains... View Details

24 May 2017
News

J.Crew Boss Mickey Drexler Confesses: I Didn’t Get the Web

26 Jul 2019
News

10 Common-Sense Rules for a Customer-Centric Business Culture

11 May 2020
News

Inside historic black bookstores' fight for survival against the COVID-19 pandemic

01 Dec 1997
News

Growing Together

customers and the community, and differentiates us from our competitors," explains Jackson. "It's all part of our business strategy for leading BankBoston into the 21st century... View Details

Keywords: Marguerite Rigoglioso and Nancy O. Perry

02 Dec 2019
News

Supporting the School as a Student and Young Alumna

drive the ship rather than just keep it running,” she explains. While Iyer’s focus is on the business side, she marvels at the creative side. “I’m excited to be in this environment, constantly meeting people such as artists View Details

13 Dec 2022
News

The First Five Years: Christine Keung and Reggie Smith

relationship with Harvard. HBS launched a Mid-US Research Office in 2021 to spur research into business challenges and innovations in the region. Alicia Dadlani (MBA 2003), who leads the office, joined us on... View Details

07 Aug 2012
News

HBS Faculty on Olympic Lessons

Keywords: Professors Stephen Greyser, John D.Macomber, and John Gourville; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools; Colleges, Universities, and Professional Schools

30 Jan 2012
News

The Perils of High CFO Incentive Pay

01 Mar 2006
News

Entrepreneur's Notebook with Paul Conforti and Kim Moore (both MBA '97)

managing call centers for insurance companies but wanted to switch from telephonic to face-to-face service, so I decided to focus on restaurants. I spent the first year at HBS researching the industry and... View Details

Keywords: Margie Kelley; desserteries; Food Services and Drinking Places; Food Services and Drinking Places

24 Jul 2018
News

How Amy Hood Won Back Wall Street and Helped Reboot Microsoft

to the failing performance and then encouraging everyone to focus on making hard decisions quickly," says Microsoft President and Chief Legal Officer Brad Smith, whose office... View Details

01 Oct 2002
News

Dean Clark on Leadership, Educational Priorities, and Funding the Future

such as corporate governance, the relationship between values and leadership, corporate accountability and the challenges of financial disclosure, executive compensation, View Details

01 Dec 2017
News

2017 in Retail: Voice-Activated, One-Hour-Delivery Shopping

building. The losers have been the middle-of-the-road retail strategies—JCPenney, Kohl’s, Gap, Abercrombie & Fitch—and the shopping malls they occupy. Their business models are completely outdated. Customers want convenience, they want... View Details

Keywords: Ron Johnson (MBA 1984), founder and CEO, Enjoy

01 Dec 1999
News

Covering the Issues

rented 75 PCs for participants in the Program for Management Development. The Bulletin noted that the new technology enabled "a quick consensus on the numbers and allow[ed] a focus on the real issues of a... View Details

Keywords: Susan Young, Deborah Blagg, and Garry Emmons