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  • 11 Jul 2019
  • Sharpening Your Skills

Deconstructing 'Customer Experience'

growing pains in 2007, founder Howard Schultz realized its unique customer experience was broken. The State of Customer Service LeadershipThe economic future of the country is largely in the hands of those who lead our service... View Details
Keywords: by Sean Silverthorne; Retail; Service
  • October 2024
  • Teaching Plan

Teamworks: Tackling a Forecasting Fumble

By: Lou Shipley and Stacy Straaberg
In late March 2018, Teamworks CEO Zach Maurides learned Q1 2018 sales were at risk for a large forecasting miss. Founded in 2004, Teamworks’s software application assisted support staff in messaging, scheduling, and sharing documents with collegiate and professional... View Details
Keywords: Acquisition; Business Growth and Maturation; Communication Strategy; Decisions; Forecasting and Prediction; Business Cycles; Technological Innovation; Sports; Growth and Development Strategy; Resource Allocation; Marketing; Sales; Business Strategy; Expansion; Sports Industry; Technology Industry; United States; North Carolina
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  • 18 Jan 2022
  • Research & Ideas

How Eliminating Non-Competes Could Reshape Tech

continuation of the compensation growth and workplace improvements that we have started to see over the last few years. For instance, remote or hybrid work models appeal to many skilled workers, even if their employer would prefer them... View Details
Keywords: by Kristen Senz; Technology
  • March 2021 (Revised August 2024)
  • Case

Hotwire.com: Navigating Through Turbulence

By: Jeffrey F. Rayport, Manny de Zarraga and Eric Levine
On September 10, 2001, after speaking at an industry conference at New York’s World Trade Center, Hotwire co-founder Spencer Rascoff boarded a flight from Newark to San Francisco. After returning home, Rascoff awoke the next morning to a phone call informing him that... View Details
Keywords: September 11; Corporate Entrepreneurship; Business Growth and Maturation; Disruption; Decisions; Job Cuts and Outsourcing; Growth Management; Digital Platforms; Problems and Challenges; Risk and Uncertainty; Expansion; Internet and the Web; Leading Change; Leadership Style; Air Transportation Industry; Tourism Industry; San Francisco
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  • 01 Feb 2011
  • First Look

First Look: Feb. 1

price, the content will tend to be exclusive unless there are sufficient market expansion effects. On the other hand, if the content provider maintains control of its pricing, the strategic interaction between prices set by the content provider and by the platforms... View Details
  • 18 Feb 2014
  • First Look

First Look: February 18

Cambridge, Massachusetts, on January 8, 2013, psychology lost a giant. Six and a half feet tall, with an outsize personality to match, Richard was the leading scholar in two distinct areas: work design and team effectiveness. In both... View Details
Keywords: Sean Silverthorne
  • 15 Feb 2024
  • News

Startup Shepherds

By their count, Catalina Daniels and Jim Sherman (both MBA 1991) listened to approximately 300 startup pitches in 2016, the first year the HBS classmates worked side by side as angel investors in New York. “You meet a lot of very smart people, with what sound like good... View Details
Keywords: April White
  • October 2011 (Revised July 2013)
  • Case

Delta/Signal Corp.

By: V.G. Narayanan, Lisa Brem and Matthew Packard
This auto parts company has just ousted its longtime CEO and founder, and the new, professional CEO is badly in need of a coherent strategy, clear objectives and metrics, and initiatives that are aligned with the strategy and objectives. Will the balanced scorecard... View Details
Keywords: Balanced Scorecard; Business Strategy; Financial Reporting; Leading Change; Performance Evaluation; Growth and Development Strategy; Web Services Industry; Auto Industry
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  • 26 Jan 2022
  • News

Making Peace with Anger

46 employees, and an estimated value of $25 million. Today, Walker & Dunlop is a publicly traded company with a market cap close to $5 billion. While Walker has led massive growth at the company, he realized several years ago that the way... View Details
  • 15 Jul 2019
  • Book

Many Executives Are Afraid of Finance. Here's How They Can Gain Confidence

researches tax policy, international finance, and corporate finance. The book grew out of his efforts to make finance more accessible through executive education teaching and his online course Leading with Finance. His previous book, The... View Details
Keywords: by Dina Gerdeman
  • 25 May 2011
  • HBS Case

QuikTrip’s Investment in Retail Employees Pays Off

according to market, QuikTrip uses the same store layout everywhere, along with limited product variety. "The reduced complexity that results from these decisions leads to higher employee productivity and fewer errors," says... View Details
Keywords: by Julia Hanna; Retail
  • 11 Aug 2003
  • Research & Ideas

Why Budgeting Kills Your Company

keep a tight rein on costs—but the dynamics of the budgeting process often undermine this effort. "In tough times like these, any significant real cost growth feels imprudent and is hard to justify for most businesses," writes... View Details
Keywords: by Loren Gary
  • 17 Mar 2009
  • First Look

First Look: March 17, 2009

compensation structure, and corporate governance approach, leading up to August 2008. Purchase this case: http://harvardbusinessonline.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=709449 The Cleveland Clinic: View Details
Keywords: Martha Lagace
  • 30 Oct 2018
  • First Look

New Research and Ideas, October 30, 2018

integration, and changes to the company culture. He sought to manage change at the company as growth in traditional areas slowed and position it as a leader in a 5G world. Purchase this case:https://hbsp.harvard.edu/product/318114-PDF-ENG... View Details
Keywords: Dina Gerdeman
  • 31 Aug 2021
  • Book

Feeling Powerless at Work? Time to Agitate, Innovate, and Orchestrate

pernicious effects that power has." Sharing some of their power with their employees, for example by giving them more autonomy or allowing them to contribute to the decision-making process, can actually lead to better results: higher... View Details
Keywords: by Jay Fitzgerald
  • 15 May 2012
  • First Look

First Look: May 15

its suspension, consistent with the importance of reputation. Larger firms and those with greater growth options were more likely to leave, also consistent with the reputation argument. Read the paper:... View Details
Keywords: Carmen Nobel
  • 29 Oct 2020
  • Blog Post

Delving Deeper into Development with the MBA/MPA-ID Program – a Q+A with Zainab Raji (MBA/MPA-ID 2022)

in Winter 2019 I joined Deloitte’s Risk Advisory practice in Atlanta shortly after graduating from Emory with the goal of deepening my accounting expertise. At Deloitte, I designed and tested risk controls for leading Enterprise... View Details
  • December 2023
  • Case

Davivienda Bank's Upskilling and Reskilling Strategy in Colombia

By: Jorge Tamayo, Raffaella Sadun and Jenyfeer Martinez Buitrago
Set in 2022, this case describes the digital transformation strategy of Davivienda— a leading player in Colombia’s commercial banking and one of the companies belonging to Grupo Bolívar, a major Colombian financial conglomerate—and the bank’s upskilling and reskilling... View Details
Keywords: Change Management; Transformation; Decision Choices and Conditions; Digital Strategy; Digital Transformation; Internet and the Web; Mobile and Wireless Technology; Innovation and Management; Innovation Strategy; Growth and Development Strategy; Business Strategy; Corporate Strategy; Organizational Culture; Talent and Talent Management; Training; Banking Industry; Latin America; Central America; South America; Colombia
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  • 17 Nov 2015
  • First Look

November 17, 2015

Societal and Political Dimensions of Innovation Innovation and Business Growth By: Kerr, William R. Abstract—Innovation and the pursuit of new business opportunities are essential for growth at the firm... View Details
Keywords: Sean Silverthorne
  • 05 Feb 2013
  • First Look

First Look: Feb. 5

'institutions'. This feedback loop can be positive (with economic growth leading to improved institutions for inclusive growth) or negative (with economic growth View Details
Keywords: Sean Silverthorne