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- News (211)
- Research (1,409)
- Events (2)
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- Faculty Publications (588)
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- 01 Jun 1997
- News
New Releases
orientation may allow important innovations to languish, leaving a void that more entrepreneurial companies in the same field may successfully fill. While keeping close to customers may be critical for short-term success, Christensen... View Details
- 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
- 01 Jun 2009
- News
Crisis and Creativity
creates an opening for entrepreneurs who can meet the profitability challenge by reexamining the whole business model — a process that might involve customer acquisition or retention, or pricing innovations.... View Details
Keywords: Bhaskar Chakravorti
- 01 Oct 2000
- News
Internet Tsunami
system, much more so than in the United States," the New York Times (June 7, 2000) reported. Merchants, ranging from toy stores to fishmongers, pay a monthly fee to access Rakuten's e-commerce software and customer database. Merchants... View Details
- 01 Mar 2007
- News
Courting the Poor
Luiza Helena initiated a reorganization that replaced family members with professional management and launched a campaign to reinforce the company’s mission to serve customers and employees. Despite the volatile nature of the Brazilian... View Details
- 01 Jun 2010
- News
Green Dreams: Eco-Friendly Countertops
company’s product throughout its Seattle headquarters. Other customers include NASA, the Ritz-Carlton, Starbucks, Whole Foods, Amazon, Disney’s Epcot theme park, and Google. IceStone has come a long way since Magagnini’s dark day, and not... View Details
- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
The following article is the sixth in a series on the activities and research taking place in each academic unit at HBS. Why was Southwest Airlines the only U.S. airline to realize a profit in 1992? What has made crime in New York City... View Details
Keywords: Susan Young
- 26 Nov 2019
- News
Fintech, Small Business & the American Dream
Mills asked, “How do we keep this piece of the economy vibrant?” As Mills’s research demonstrates, small business lending hadn’t changed in 50 to 100 years. Traditional banks failed to deliver a positive customer experience and struggled... View Details
- 01 Apr 1996
- News
New Releases
principles to guide it. This is the challenge. Managers must rise to it, for they are the force at the center of the storm." Managerial Decision Analysis Series four new titles by David E. Bell and Arthur Schleifer, Jr. (Course... View Details
- 01 Feb 2002
- News
If You're #1, Watch Out
based upon cost, customization, or convenience, and they can start winning business at the lower end." Profit is maximized, the authors suggest, in situations where product quality is not yet meeting View Details
- 01 Jun 1996
- News
New Releases
of confidence that demonstrates the risks of neglecting customer and employee relationships in the face of large-scale change. Once the world's most admired corporation, IBM stumbled badly in the early 1990s. The company, now making a... View Details
- 01 Mar 2005
- News
Robert Buzzell Remembered
Buzzell Photo Courtesy HBS Communications An expert in strategic marketing, Robert D. Buzzell, the Sebastian S. Kresge Professor of Marketing, died last November in Virginia. He was 71. Buzzell was perhaps best known for his role in the formulation and View Details
- 01 Jun 2007
- News
Delta’s Flight from Bankruptcy
the fall of 2005, but it also had the lowest revenue per available seat mile of the major airlines. The turnaround focused on three areas: the balance of nonstop versus connecting flights in the United States, the mix of domestic and international travel, and View Details
- 01 Dec 2018
- News
Alumni and Faculty Books for December 2018
do and what not to do) so that the analytics actually makes a difference. Books on customer analytics exist mainly in two categories: academic texts, which discuss theoretical approaches to data analysis... View Details
- 01 Sep 2008
- News
Alumni Books
while witnessing the end of the studio system, the development of indepen-dent production, and the rise and fall of some of Hollywood’s most gifted (and notorious) cultural icons. Satisfied Customers Tell Three Friends, Angry View Details
- 01 Dec 2011
- News
Li & Fung's Global Footprint
what to call it until the academics told us it was globalization. It’s like being a supply-chain manager. We were just doing what we thought our customers needed, and people said to me, “This is supply-chain management.” And I said, “Oh,... View Details
- 01 Apr 1998
- News
New Releases
Sense & Respond Stephen P. Bradley and Richard L. Nolan, editors (Harvard Business School Press) In the Network Era - where access to and use of information technology is increasing at an ever-faster pace - the way companies interact with and respond to their View Details
- 01 Sep 2015
- News
Case Study: Golden Ticket
tempting to want to go after as many customers as broadly and quickly as you can. However, once your new service is out there, you need to learn about opportunities to serve current customers better. View Details
- 01 Apr 1998
- News
Microfinance's Big Payoff: Michael Chu and ACCION International
was so successful we had to establish it as a regular commercial bank to accommodate its growth. Today, BancoSol leads the Bolivian banking system in profitability and makes 40 percent of the system's loans; it has 76,000... View Details
- 01 Mar 2004
- News
Protecting against the Erosion of Brand Value
and sell books.” What’s at work here is commoditization, a process that results in companies being unable to profitably differentiate their products and services. “The specter of commoditization sends chills down every executive’s spine —... View Details