Publications

October 2000 (Revised December 2002)
Background Note

Note on Customer Management

Describes a process for managing customers for profit. View Details

Keywords: Customer Relationship Management; Customer Value and Value Chain; Value

March 1998
Teaching Note

Orbital Sciences Corporation: ORBCOMM TN

Teaching Note for (9-598-027). View Details

Keywords: Telecommunications Industry

April 1998
Teaching Note

WESCO Distribution, Inc. TN

Teaching Note for (9-598-021). View Details

Keywords: Distribution Industry; Electronics Industry

April 1998 (Revised January 2007)
Case

Arrow Electronics, Inc.

Deals with the issue of cross-selling and managing a portfolio of products and services in business markets. Arrow/Schweber (A/S), a subsidiary of electronic parts distributor Arrow Electronics, has a portfolio of products that differ in the amount of value added by... View Details

Keywords: Distribution Channels; Internet and the Web; Problems and Challenges; Change Management; Electronics Industry

July 2006
Teaching Note

Kingsford Charcoal (TN)

Keywords: Consumer Products Industry

June 2003
Module Note

Managing Segments-Module Note

Describes the Managing Segments module of the Business Marketing course. View Details

Keywords: Marketing; Curriculum and Courses; Business Education

May 2003
Background Note

Customer Management Strategy in Business Markets

Describes in detail customer management strategies in business markets, including selection decisions, design and management of customer relationship strategies, monitoring the health of customer relations, and linking the vendors' customer management effort to... View Details

Keywords: Customer Focus and Relationships; Customer Relationship Management; Decision Making; Networks; Customization and Personalization; Manufacturing Industry

March 1996
Teaching Note

Dell Computer Corporation TN

Teaching Note for (9-596-058). View Details

Keywords: Computer Industry

September 2005
Article

Building Loyalty in Business Markets

Keywords: Customer Focus and Relationships; Markets

Find at Harvard

2016
Working Paper

The Skills Gap and the Near-Far Problem in Executive Education and Leadership Development

By: Mihnea Moldoveanu and Das Narayandas

Executive development programs have entered a period of rapid transformation, driven on one side by the proliferation of a new technological, cultural, and economic landscape commonly referred to as “digital disruption” and on the other by a widening gap between the... View Details

Keywords: Information Technology; Executive Education; Disruption; Management Skills

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March 2006 (Revised April 2006)
Case

NOK (A)

By: Das Narayandas and Kate Attea

Highlights issues that a multidivision firm faces as it moves from managing products for profit to managing customers for profit. View Details

Keywords: Business Divisions; Transformation; Customer Focus and Relationships; Profit; Management; Product Marketing; Organizations; Commercialization

November 2001
Case

Korea-Tender

By: Das Narayandas and Kate Attea

Korea-Tender is a closed-bidding auction company trying to break even and must select the best opportunity to increase membership and revenue. It can continue its current model with heavy advertising, try to modify its costs, or develop an additional business model... View Details

Keywords: Auctions; Business Model; Advertising; Business Startups; Problems and Challenges; Marketing Strategy; Revenue; Growth and Development Strategy

May 2001 (Revised February 2005)
Case

KONE: The MonoSpace Launch in Germany

By: Das Narayandas and Gordon Swartz

Focuses on the launch of a new elevator product in Germany. In 1996, global construction slumps and low differentiation among competitive offerings has led to significant price competition and margin erosion in the elevator industry. In these circumstances, KONE, one... View Details

Keywords: Machinery and Machining; Product Launch; Product Development; Construction Industry; Germany