Publications

24 Jul 2018
News

How Amy Hood Won Back Wall Street and Helped Reboot Microsoft

to the failing performance and then encouraging everyone to focus on making hard decisions quickly," says Microsoft President and Chief Legal Officer Brad Smith, whose office... View Details

2009
Chapter

Nonlinear Pricing

By: Raghuram Iyengar and Sunil Gupta

A nonlinear pricing schedule refers to any pricing structure where the total charges payable by customers are not proportional to the quantity of their consumed services. We begin the chapter with a discussion of the broad applicability of nonlinear pricing schemes. We... View Details

Keywords: Price; Demand and Consumers; Duopoly and Oligopoly; Monopoly; Service Operations; Research

11 Dec 2023
Blog Post

Building Iconic Brands and Brighter Futures: Interview with Glossier CEO, Kyle Leahy

consulting around working with management teams, partnering with C-Suite leaders on challenging strategic questions, financial analytics, customer strategy, and operations,” she recalled. “I also found that... View Details

Keywords: Consumer Products / Retail

November 2000
Case

Building Brand Community on the Harley-Davidson Posse Ride (Multimedia Case)

Concerns the second Harley-Davidson Posse Ride, a grueling 2,300 mile, 10-day trek from South Padre Island, TX to the Canadian border that is billed "for serious riders only." Harley Owner's Group (H.O.G.) Director Mike Keefe must decide whether this rolling rally... View Details

Keywords: Customer Focus and Relationships; Brands and Branding; Motorcycle Industry

February 1997 (Revised April 1998)
Case

first direct (A)

By: Jeffrey F. Rayport

Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to nearly 700,000 customers throughout... View Details

Keywords: Service Delivery; Customer Satisfaction; Banks and Banking; Innovation and Invention; Banking Industry; United Kingdom

July 2012 (Revised January 2014)
Case

HGRM: Bringing Back High Touch Hospitality

By: Lynda M. Applegate and Gabriele Piccoli

The case centers on the dilemma faced by Carlo Fontana, the owner-operator of a small chain of two four-star urban hotels located in Lugano, Switzerland, and the other in Milan, Italy. Having developed an extensive customer service and operations information system,... View Details

Keywords: Entrepreneurship; Customer Relationship Management

16 Jul 2024
Blog Post

Driving Positive Impact on Community and Climate with Ben Schutzman (MBA 2016)

to supporting municipalities through the life of their assets and relationship with Highland. It’s a complex job, but immensely rewarding job to balance the cost control at the backend, while still... View Details

Web

Business Solutions for the Poor (Global and Local) - Course Catalog

to 350 words) and one final course paper (600 to 750 words), No Exam Enrollment Limited to 45 students Overview Customers at higher levels of the socioeconomic pyramid are usually served by businesses who... View Details

May 2009
Article

Customer-Based Valuation

By: Sunil Gupta

Customer lifetime value (CLV) has emerged as an important metric to manage and grow customers. Marketing scholars have written many books and articles on this topic. However, most of this research has focused on tactical marketing decisions. While this is important, it... View Details

Keywords: Customers; Valuation

Read Now

December 1986 (Revised November 1989)
Case

Hewlett-Packard: Manufacturing Productivity Division (A)

By: Benson P. Shapiro and Lawrence B. Levine

In late summer 1986, the management of the Manufacturing Productivity Division (MPD) of Hewlett-Packard (HP) was in the process of making major market selection and product policy decisions. MPD is a small division which develops and markets manufacturing productivity... View Details

Keywords: Business Divisions; Marketing; Product Marketing; Market Entry and Exit; Production; Research and Development; Manufacturing Industry

Find at Harvard

24 Oct 2024
Blog Post

Trailblazing Success with Global Reach and Impact: Scott Wallinger (AMP 82, 1979)

field clothes and boots, spent time in rural areas, and enjoyed hunting and fishing. In contrast, the chemical division employees wore coats and... View Details

02 Apr 2010
What Do You Think?

Why Are Fewer and Fewer U.S. Employees Satisfied With Their Jobs?

focus on employees and more on business and profitability." Phil Clark posited that knowledge work that deals with intangible results and... View Details

Keywords: by Jim Heskett

April 2005 (Revised November 2008)
Case

Banco Real: Banking on Sustainability

By: Rosabeth M. Kanter and Ricardo Reisen de Pinho

ABN AMRO REAL made corporate social responsibility central to its brand, adding to customer focus and reflecting its values. Leaders developed the Bank of Value theme and implemented it through activities such as microfinance in poor communities, environmentally... View Details

Keywords: Brands and Branding; Corporate Social Responsibility and Impact; Competitive Strategy; Competitive Advantage

08 Aug 2022
HBS Case

Building an 'ARMY' of Fans: Marketing Lessons from K-Pop Sensation BTS

What would it take to attract customers who are so loyal that they would not only buy your products, but would also lavish your distributors with flowers and purchase advertising to elevate your brand? Ask... View Details

Keywords: by Shalene Gupta; Media & Broadcasting; Music

19 May 2016
Research Event

Crowdsourcing, Patent Trolls, and Other Research Insights Highlighted at Harvard Business School Symposium

professor serves more as guide than lecturer. “Science depends on discussion,” Sato said. “I think there’s a tremendous opportunity for expanding the pedagogy across the university.” The panel wrapped up with a discussion about what the View Details

Keywords: by Dina Gerdeman & Carmen Nobel

May 2002
Case

Mellon Investor Services

By: Thomas J. DeLong

James Aramanda, head of Mellon Investor Services, must decide how to change the focus of his business. He works with consultants to create a change strategy to enhance a business that is already doing well. Will he be able to interest his professionals in changing the... View Details

Keywords: Organizational Change and Adaptation; Change Management; Innovation Leadership; Growth and Development Strategy; Business Strategy; Management Teams; Financial Services Industry; Insurance Industry; United States

March 2008 (Revised March 2009)
Case

The Home Depot, Inc.

For its first 20 years, Home Depot was known for its entrepreneurial spirit and focus on customer service. Merchandising, purchasing, and store operations were all decentralized. When the company hit $45 billion in sales, many believed that a more disciplined approach... View Details

Keywords: Customer Focus and Relationships; Profit; Leading Change; Six Sigma; Service Operations; Business Processes; Organizational Change and Adaptation; Organizational Culture; Retail Industry