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- All HBS Web
(1,515)
- People (2)
- News (316)
- Research (1,028)
- Events (3)
- Multimedia (4)
- Faculty Publications (323)
- 01 Apr 1999
- News
Q & A: Confronting New Technologies: When Doing Right Is Wrong
technologies seldom make sense to managers, given their corporate perspective. There are two reasons for this. First, customers exert tremendous influence over managers' decisions and the directions they pursue. Since View Details
- 05 May 2003
- Research & Ideas
How Bank of America Turned Branches into Service-Development Laboratories
research. Every potential experiment was entered into an "idea portfolio," a spreadsheet that described the experiment, the process or problem it addressed, the customer segments it targeted, and its status. The team categorized... View Details
- 01 Sep 2005
- News
Business Plan Contest Has Many Winners
fashionable and custom-fitted bras to fuller-sized customers and the 85 percent of women who wear the wrong size. In the social enterprise track, the winner was India Info Village, a team featuring Rita Singh (MBA ’05) and several other... View Details
- 15 Dec 2015
- News
Lovepop Woos The Sharks
have for any other investor. We do what we do because we think it’s awesome, we believe in it, and because our customers like it. It's a powerful solution that really makes people happy. Did you have a viewing party? We were going to, but... View Details
- 01 Jun 1996
- News
New Releases
Initiative at Arthur Andersen, in their new book, Broken Promises: An Unconventional View of What Went Wrong at IBM. Based on interviews with IBM executives, company records, and surveys of the company's customers, Broken Promises is a... View Details
- 01 Apr 1998
- News
Short Takes
development cycles and can't respond in mid-project to changing customer needs. But there's a solution to this dilemma, according to HBS assistant professor Stefan H. Thomke and Donald G. Reinertsen (MBA '79) of Reinertsen & Associates in... View Details
Keywords: Garry Emmons and Caroline Chauncey
- 02 Mar 2020
- What Do You Think?
Are Candor, Humility, and Trust Making a Comeback?
how many customers are sold but by how many are served ” Doing so, he continued, requires business leaders to commit to operating within a set of principles that include honest, transparency, humility, and love. Peter Schein, who... View Details
Keywords: by James Heskett
- Web
Field Course: Ideation and Prototyping for Innovation - Course Catalog
prototype possible solutions and elicit feedback on prototypes from potential customers and domain experts; How to use AI to accelerate prototype development and review. How to contend with a paradox: successful ventures and new products... View Details
- 29 May 2001
- Research & Ideas
How Technological Disruption Changes Everything
with far too many features and software based on proprietary and interdependent architectures. "Microsoft has way overshot what the customer needs," Christensen said. Potential threats: Sun's Java... View Details
- 01 Jun 2018
- News
Research Brief: Lessons from Last Place
Ryan Buell (photo by Russ Campbell) Ryan Buell (photo by Russ Campbell) We all wait in lines—at the grocery store, the bank, or a ticket booth, or on hold to speak to a customer service rep about your cable bill. “By one estimate,... View Details
Keywords: Jennifer Myers
- 27 Jul 2023
- Blog Post
Buy Big, Sell Small
of 500 wholesalers, and a customer base of 33,000 kirana-store owners across three Indian states. Earlier this year, the company announced $16 million in Series A funding from investors, which it will use to... View Details
- 02 Nov 2016
- What Do You Think?
Are Employees Becoming Job 'Renters' Instead of 'Owners'?
“It may not be possible for every employee (to) value the company as if it were his own. The next best thing is to make the customer the focus of everyone’s work. When customer service is enculturated... View Details
Keywords: by James Heskett
- 01 Jun 2010
- News
Alumni Books
industry’s growth from a small base in the U.S. North-east in the 1960s to today’s highly visible role in economies all over the world. Brooke lays out his vision for the industry as an essential element of economic growth and... View Details
- 18 Jul 2018
- Blog Post
Amira Rashad: An Ambidextrous Mind Meets Consumer Needs in the Middle East
platform. We merge online with offline data, adding exogenous factors, like the weather, to identify targeting opportunities based on customer behavior." BulkWhiz is now raising Series A funding for three... View Details
- 04 May 2020
- Research & Ideas
Predictions, Prophets, and Restarting Your Business
and make decisions based on assumptions about the future. The problem: Most of these prophecies about what is to come are basically straight-line extrapolations of a few weeks of data or sermons about what that prophet believes should... View Details
Keywords: by Frank V. Cespedes
- 13 Aug 2018
- Research & Ideas
Women Heart Patients Have Better Survival Odds with Women Doctors
for Disease Control. In the emergency room as a business, the customer lives or dies. "Here we find that who you are and who is advocating for you, who is treating you, is making a difference" “This is really like a glass... View Details
- 25 Oct 2017
- Research & Ideas
Will Machine Learning Make You a Better Manager?
think about binge-watching The Good Place. “You look for prior patterns and use them to discover what the future may hold,” says Teodorescu. As algorithms have become increasingly advanced, they may start knowing us better than we know ourselves. At least, that’s what... View Details
- 20 Dec 2004
- Research & Ideas
How an Order Views Your Company
Thanks to the Internet, customer management software, and the success of Dell, the concept of order management and customer focus has proven profitable for those companies that have embraced it. They... View Details
Keywords: by Sarah Jane Johnston
- Web
Strategy Execution - Course Catalog
and more than half of the companies on the S&P 500 in 2000 no longer exist. Many of these firms had sound strategies but were unable to execute them effectively. With disruptive technologies, increasing global competition, changing View Details
- 22 Feb 2010
- Op-Ed
Tragedy at Toyota: How Not to Lead in Crisis
mid-1980s, Johnson & Johnson CEO Jim Burke understood his company credo challenged him to put the needs of customers first. Although J&J was not responsible for these problems, Burke nevertheless recalled every Tylenol product... View Details