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      • October 2003
      • Case

      Henry Tam and the MGI Team

      By: Jeffrey T. Polzer, Ingrid Vargas and Hillary Anger Elfenbein
      Within a short time frame, seven diverse team members assemble to write a business plan for a new company and struggle to define their roles, make decisions together, and resolve conflict. Henry Tam, a second-year Harvard MBA student, who joins an aspiring start-up... View Details
      Keywords: Interpersonal Communication; Business Plan; Groups and Teams; Decision Making; Jobs and Positions; Leadership Style; Human Resources; Management Teams; Conflict and Resolution; Diversity
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      Polzer, Jeffrey T., Ingrid Vargas, and Hillary Anger Elfenbein. "Henry Tam and the MGI Team." Harvard Business School Case 404-068, October 2003.
      • October 2003 (Revised August 2005)
      • Case

      American Legacy: Beyond the Truth Campaign

      By: Youngme E. Moon and Kerry Herman
      The hard-hitting "Truth" campaign has been one of the most successful antismoking initiatives in history. The focus of the "Truth" campaign is to dissuade teenagers from smoking. The sponsor of the campaign, the American Legacy Foundation, is now trying to decide... View Details
      Keywords: Advertising Campaigns; Communication Strategy; Customer Focus and Relationships; Decision Choices and Conditions; Ethics; Brands and Branding; Corporate Social Responsibility and Impact
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      Moon, Youngme E., and Kerry Herman. "American Legacy: Beyond the Truth Campaign." Harvard Business School Case 504-014, October 2003. (Revised August 2005.)
      • October 2003 (Revised January 2016)
      • Exercise

      The BCPC Internet Strategy Team: An Exercise

      By: Amy C. Edmondson and Laura Feldman
      This short fictional case forms the basis of a team decision-making exercise. The case, inspired by a real decision facing a major telecommunications company, describes a cross-functional management team convened by the CEO for the purpose of developing a... View Details
      Keywords: Groups and Teams; Decision Making; Risk and Uncertainty; Information Management; Perspective; Product Launch; Internet and the Web; Knowledge Sharing; Telecommunications Industry
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      Edmondson, Amy C., and Laura Feldman. "The BCPC Internet Strategy Team: An Exercise." Harvard Business School Exercise 604-035, October 2003. (Revised January 2016.) (Six supplements available for Chris Berkowitz, Dana Jones, Jan Trow, Kim Wilson, Leslie Rhee, and Terry Maneri.)
      • September 2003 (Revised March 2004)
      • Case

      Bharti Tele-Ventures

      By: Tarun Khanna, Krishna G. Palepu and Ingrid Vargas
      Following the liberalization of India's telecommunications service industry in the early 1990s, Bharti Tele-Ventures grew from a small entrepreneurial telephone equipment importer and manufacturer to become India's largest private-sector telecommunications service... View Details
      Keywords: Private Sector; Growth and Development; Customers; Foreign Direct Investment; Mergers and Acquisitions; Competition; Public Ownership; Profit; Partners and Partnerships; Rank and Position; Telecommunications Industry; India
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      Khanna, Tarun, Krishna G. Palepu, and Ingrid Vargas. "Bharti Tele-Ventures." Harvard Business School Case 704-426, September 2003. (Revised March 2004.)
      • September 2003 (Revised January 2004)
      • Case

      Alessi: Evolution of an Italian Design Factory (A)

      By: Youngme E. Moon, Vincent Dessain and Anders Sjoman
      Alessio Alessi, head of distribution at family-run Alessi S.p.A., is facing price and brand confusion among customers and is considering reorganizing Alessi's worldwide network of distributors. By describing the challenges facing Alessi, an internationally acclaimed... View Details
      Keywords: Family Business; Transition; Cost Management; Brands and Branding; Product Positioning; Distribution; Production; Problems and Challenges; Networks; Consumer Products Industry
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      Moon, Youngme E., Vincent Dessain, and Anders Sjoman. "Alessi: Evolution of an Italian Design Factory (A)." Harvard Business School Case 504-018, September 2003. (Revised January 2004.)
      • August 2003 (Revised December 2004)
      • Case

      Peninsula Community Foundation

      By: James E. Austin, Jane Wei-Skillern and Alison Berkley Wagonfeld
      After leading the Peninsula Community Foundation (PCF) through a period of tremendous growth, its president, Sterling Speirn, is facing the prospect of a decline in the foundation's asset base for the first time in the foundation's history. In addition, the fact that... View Details
      Keywords: Philanthropy and Charitable Giving; Product Positioning; Planning; Alliances; Opportunities; Nonprofit Organizations; Valuation; Financial Services Industry
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      Austin, James E., Jane Wei-Skillern, and Alison Berkley Wagonfeld. "Peninsula Community Foundation." Harvard Business School Case 304-015, August 2003. (Revised December 2004.)
      • August 2003
      • Article

      When Does the Market Matter? Stock Prices and the Investment of Equity-Dependent Firms

      By: Malcolm Baker, Jeremy Stein and Jeffrey Wurgler
      We use a simple model of corporate investment to determine when investment will be sensitive to non-fundamental movements in stock prices. The key cross-sectional prediction of the model is that stock prices will have a stronger impact on the investment of firms that... View Details
      Keywords: Stocks; Price; Investment; Equity; Forecasting and Prediction; Rank and Position; Markets
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      Baker, Malcolm, Jeremy Stein, and Jeffrey Wurgler. "When Does the Market Matter? Stock Prices and the Investment of Equity-Dependent Firms." Quarterly Journal of Economics 118, no. 3 (August 2003): 969–1006.
      • July 2003 (Revised October 2018)
      • Case

      Starbucks: Delivering Customer Service

      By: Youngme Moon and John Quelch
      Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would... View Details
      Keywords: Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry
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      Moon, Youngme, and John Quelch. "Starbucks: Delivering Customer Service." Harvard Business School Case 504-016, July 2003. (Revised October 2018.)
      • July 2003 (Revised August 2006)
      • Case

      House of Tata-2000: The Next Generation (B)

      By: Tarun Khanna, Krishna G. Palepu, Catherine M. Conneely and Kirsten O'Neil Massaro
      Supplements the (A) case. View Details
      Keywords: Alliances; Business Conglomerates; Emerging Markets; Cost; Management Teams; India
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      Khanna, Tarun, Krishna G. Palepu, Catherine M. Conneely, and Kirsten O'Neil Massaro. "House of Tata-2000: The Next Generation (B)." Harvard Business School Case 704-408, July 2003. (Revised August 2006.)
      • July 2003 (Revised April 2011)
      • Case

      Singapore Airlines: Customer Service Innovation

      By: Rohit Deshpande and Hal Hogan
      The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the... View Details
      Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore
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      Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
      • July 2003 (Revised April 2005)
      • Case

      Branding Citigroup's Consumer Business

      By: Rohit Deshpande and Carin-Isabel Knoop
      In Spring 1998, Citicorp and Travelers merged to create a financial powerhouse that united the bank with Travelers' consumer finance and brokerage businesses, including Salomon Smith Barney and Primerica. It was the first U.S. financial services company to combine... View Details
      Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Relationship Management; Decisions; Asset Management; Investment Banking; Management Teams; Brands and Branding; Relationships; Business and Shareholder Relations; Banking Industry; United States
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      Deshpande, Rohit, and Carin-Isabel Knoop. "Branding Citigroup's Consumer Business." Harvard Business School Case 504-023, July 2003. (Revised April 2005.)
      • July 2003 (Revised March 2004)
      • Case

      XM Satellite Radio (A)

      By: David B. Godes and Elie Ofek
      XM Satellite Radio is a radically new way to listen to radio. Management must develop a marketing strategy to launch the firm and the category. A crucial aspect of the strategy is to determine which of two business models the company will pursue. Should it focus... View Details
      Keywords: Advertising; Business Model; Decision Choices and Conditions; Cost Management; Marketing Channels; Marketing Strategy; Problems and Challenges; Partners and Partnerships; Sales; Competitive Strategy; Communications Industry
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      Godes, David B., and Elie Ofek. "XM Satellite Radio (A)." Harvard Business School Case 504-009, July 2003. (Revised March 2004.)
      • June 2003
      • Case

      In-N-Out Burger

      By: Youngme E. Moon, Lucy Cummings, Sonali Sampat, Sam Thakarar and Kerry Herman
      In-N-Out Burger is a fast-food chain with 171 company-owned locations in three states--California, Nevada, and Arizona. It has an extremely hardcore customer base and the company appears to be in good financial health. The primary issue in this case concerns expansion:... View Details
      Keywords: Customer Relationship Management; Profit; Leadership Development; Brands and Branding; Product Marketing; Distribution; Expansion; Food and Beverage Industry; Arizona; California; Nevada
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      Moon, Youngme E., Lucy Cummings, Sonali Sampat, Sam Thakarar, and Kerry Herman. "In-N-Out Burger." Harvard Business School Case 503-096, June 2003.
      • May 2003
      • Background Note

      Customer Management Strategy in Business Markets

      By: Das Narayandas
      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
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      Narayandas, Das. "Customer Management Strategy in Business Markets." Harvard Business School Background Note 503-060, May 2003.
      • May 2003
      • Case

      Liz Claiborne, Inc.

      By: Rajiv Lal, Walter J. Salmon and Edie Prescott
      Discusses the business portfolio emphasis of a large multibrand manufacturer and the future of department stores as well as how relationships between manufacturers and key customers can be improved. View Details
      Keywords: Forecasting and Prediction; Investment Portfolio; Brands and Branding; Production; Business and Stakeholder Relations; Apparel and Accessories Industry
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      Lal, Rajiv, Walter J. Salmon, and Edie Prescott. "Liz Claiborne, Inc." Harvard Business School Case 503-098, May 2003.
      • March 2003 (Revised October 2003)
      • Case

      Campbell Soup Company: Transforming for the 21st Century

      By: Lynda M. Applegate and Jamie Ladge
      In July 2001, Campbell Soup's newly appointed CEO, Douglas R. Conant, addressed a group of Wall Street analysts and unveiled his plan to kick-start growth. His plan called for organizational renewal and revitalization, redesign of core customer-facing processes... View Details
      Keywords: Customer Focus and Relationships; Entrepreneurship; Growth and Development Strategy; Marketing Strategy; Product Marketing; Industry Structures; Production; Supply Chain Management; Competition; Competitive Strategy; Consumer Products Industry; Food and Beverage Industry; United States
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      Applegate, Lynda M., and Jamie Ladge. "Campbell Soup Company: Transforming for the 21st Century." Harvard Business School Case 803-119, March 2003. (Revised October 2003.)
      • March 2003
      • Background Note

      Managing a Customer Relationship Over Time

      By: Das Narayandas
      Describes the different ways in which vendors can sell a portfolio of products to industrial customers. View Details
      Keywords: Customer Relationship Management; Management; Marketing Strategy; Product Marketing; Networks; Sales; Manufacturing Industry
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      Narayandas, Das. "Managing a Customer Relationship Over Time." Harvard Business School Background Note 503-071, March 2003.
      • March 2003
      • Background Note

      Monitoring the Health of Customer Relationships

      By: Das Narayandas
      Discusses the role of satisfaction and loyalty measurement in monitoring the health of customer relationships. View Details
      Keywords: Customer Relationship Management; Customer Satisfaction; Demand and Consumers; Measurement and Metrics; Business and Stakeholder Relations
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      Narayandas, Das. "Monitoring the Health of Customer Relationships." Harvard Business School Background Note 503-081, March 2003.
      • March 2003 (Revised January 2004)
      • Case

      CDC Capital Partners: December 2002

      By: G. Felda Hardymon, Josh Lerner and Ann Leamon
      Paul Fletcher, CEO of CDC Capital Partners, a private equity group investing in the world's poorest countries, is wrestling with questions raised by the imminent reorganization of the firm. Previously an arm of the United Kingdom's international aid agency, CDC is... View Details
      Keywords: Private Equity; Investment Portfolio; Privatization; Venture Capital; Business and Government Relations; Emerging Markets; Infrastructure; Financial Services Industry; Banking Industry; United Kingdom
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      Hardymon, G. Felda, Josh Lerner, and Ann Leamon. "CDC Capital Partners: December 2002." Harvard Business School Case 803-167, March 2003. (Revised January 2004.)
      • March 2003 (Revised March 2011)
      • Background Note

      A Note on Antitrust and Competitive Tactics

      By: Dennis A. Yao
      Provides an overview of antitrust law as it relates to competitive strategy. Discusses the problem of managing antitrust risk and provides a guide to business actions that pose antitrust risk. View Details
      Keywords: Laws and Statutes; Risk Management; Monopoly; Business and Government Relations; Competitive Strategy
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      Yao, Dennis A. "A Note on Antitrust and Competitive Tactics." Harvard Business School Background Note 703-493, March 2003. (Revised March 2011.)
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