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Show Results For
- All HBS Web
(3,548)
- People (5)
- News (657)
- Research (2,496)
- Events (6)
- Multimedia (5)
- Faculty Publications (1,394)
- 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
Kanter, Rosabeth M., and Ricardo Reisen de Pinho. "Banco Real: Banking on Sustainability." Harvard Business School Case 305-100, April 2005. (Revised November 2008.)
- 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
DeLong, Thomas J. "Mellon Investor Services." Harvard Business School Case 402-036, May 2002.
- April 2014
- Article
The Limits of Scale: Companies That Get Big Fast Are Often Left Behind. Here's Why.
By: Hanna Halaburda and Felix Oberholzer-Gee
The value of many products and services rises or falls with the number of customers using them; the fewer fax machines in use, the less important it is to have one. These network effects influence consumer decisions and affect companies' ability to compete. Strategists... View Details
Halaburda, Hanna, and Felix Oberholzer-Gee. "The Limits of Scale: Companies That Get Big Fast Are Often Left Behind. Here's Why." Harvard Business Review 92, no. 4 (April 2014): 95–99.
- April 8, 2024
- Article
Loyalty Programs May Limit Competition, and They Could Be Pushing Prices up for Everyone
By: Alexandru Nichifor and Scott Duke Kominers
Keywords: Customer Focus and Relationships; Competitive Strategy; Consumer Behavior; Brands and Branding
Nichifor, Alexandru, and Scott Duke Kominers. "Loyalty Programs May Limit Competition, and They Could Be Pushing Prices up for Everyone." The Conversation (April 8, 2024).
- Web
IT Strategy: Strengthening Collaboration Between HBS IT and Faculty | Information Technology
recognized the need for a deeper and more strategic engagement with faculty. HBS IT launched an initiative to bridge this gap, aiming to foster stronger collaboration, streamline technology support processes, View Details
- 16 Jan 2019
- Research & Ideas
What Football Firings Teach Managers About Staying Relevant
to their dismissal. A link between tenure and effectiveness We developed a simple model to analyze the relationship between coach tenure and effectiveness using NFL data from... View Details
- January 2019
- Teaching Note
Pricing PatientPing
By: Frank V. Cespedes
Teaching Note for HBS No. 818-017. PatientPing sells a software platform that allows health care providers to receive real-time notifications (“pings”) when one of their patients is admitted to or discharged from a health-care facility. The platform facilitates... View Details
- January 2008 (Revised December 2008)
- Case
Codman Academy: Beyond the Start-up Phase
By: Stacey Childress and Tiffany K. Cheng
As it entered its seventh academic year, Codman Academy, an expeditionary learning charter school located in Dorchester, Massachusetts, was reflecting on its successes and challenges. The school had succeeded in placing every member of its most recent graduating class... View Details
Keywords: Business Growth and Maturation; Business Model; Leadership; Performance Improvement; Partners and Partnerships; Education Industry; Boston
Childress, Stacey, and Tiffany K. Cheng. "Codman Academy: Beyond the Start-up Phase." Harvard Business School Case 308-072, January 2008. (Revised December 2008.)
- 2024
- Working Paper
Using LLMs for Market Research
By: James Brand, Ayelet Israeli and Donald Ngwe
Large language models (LLMs) have rapidly gained popularity as labor-augmenting
tools for programming, writing, and many other processes that benefit from quick text
generation. In this paper we explore the uses and benefits of LLMs for researchers and
practitioners... View Details
Keywords: Large Language Model; Research; AI and Machine Learning; Analysis; Customers; Consumer Behavior; Technology Industry; Information Technology Industry
Brand, James, Ayelet Israeli, and Donald Ngwe. "Using LLMs for Market Research." Harvard Business School Working Paper, No. 23-062, April 2023. (Revised July 2024.)
- October 2021 (Revised December 2021)
- Case
Customer-Centric Design with Artificial Intelligence: Commonwealth Bank
By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details
Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia
Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
- 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
- June 2011 (Revised August 2011)
- Case
Colgate-Palmolive: Staying Ahead in Oral Care
By: Rebecca M. Henderson and Ryan Johnson
In 2011, Colgate-Palmolive (Colgate) was the global leader in oral care, with a dominant market share lead in toothpaste and a growing presence in toothbrushes and mouthwash. However, the firm faced stiff competition with perennial rivals P&G increasing their focus on... View Details
Keywords: Innovation Strategy; Brands and Branding; Product Positioning; Distribution Channels; Relationships; Competition; Competitive Advantage; Customization and Personalization; Health Industry
Henderson, Rebecca M., and Ryan Johnson. "Colgate-Palmolive: Staying Ahead in Oral Care." Harvard Business School Case 311-120, June 2011. (Revised August 2011.)
- July 2005 (Revised April 2006)
- Case
Carnival Cruise Lines
By: Lynda M. Applegate, Robert Kwortnik and Gabriele Piccoli
Highlights the potential value of customer data and the choices and challenges the firm faces when attempting to capture this value. Carnival collects a significant amount of individual-level behavioral and demographic customer data. Senior management must now decide... View Details
Keywords: Consumer Behavior; Demographics; Customer Relationship Management; Knowledge Use and Leverage; Performance Improvement; Business Strategy; Travel Industry; Tourism Industry
Applegate, Lynda M., Robert Kwortnik, and Gabriele Piccoli. "Carnival Cruise Lines." Harvard Business School Case 806-015, July 2005. (Revised April 2006.)
- 05 Jul 2022
- Op-Ed
Hear Me Out: Introverts Can Be Loud and You Might Like Microsoft Teams
efforts, so adding Teams management to that regime is also one-stop shopping. In my information governance consulting practice, I adopted Zoom as the pandemic hit (moving away from older products like WebEx and GoToMeeting), but quickly... View Details
Keywords: by Danielle Kost
- June 2014 (Revised March 2016)
- Case
Relating to Peapod
By: Susan Fournier and Jill Avery
Explores the relationships formed between consumers and the Peapod consumer-direct grocery delivery service, as revealed through an ethnographic study of Boston-area Peapod shoppers conducted between the Summer of 1997 and the Fall of 1999. Three representative case... View Details
Keywords: Brands and Branding; Customer Relationship Management; Marketing Strategy; Service Industry; Boston
Fournier, Susan, and Jill Avery. "Relating to Peapod." Harvard Business School Case 314-142, June 2014. (Revised March 2016.)
- 30 Aug 2019
- Blog Post
3 Growing Pains from my First Year at HBS: Academic, Social, and Career
this kind of intentionality is essential in a complex and ambiguous business world as well, where you cannot control the outcome. Even if you satisfy everything that you should be doing and make sound... View Details
- January – February 2008
- Article
Managing the Impact of Employee Turnover on Performance: The Role of Process Conformance
By: Zeynep Ton and Robert S. Huckman
We examine the impact of employee turnover on operating performance in settings that require high levels of knowledge exploitation. Using 48 months of turnover data from U.S. stores of a major retail chain, we find that, on average, employee turnover is associated with... View Details
Keywords: Customer Focus and Relationships; Governance Compliance; Retention; Standards; Service Operations; Business Processes; Retail Industry; United States
Ton, Zeynep, and Robert S. Huckman. "Managing the Impact of Employee Turnover on Performance: The Role of Process Conformance." Organization Science 19, no. 1 (January–February 2008): 56–68.
- 17 Jan 2024
- HBS Case
Psychological Pricing Tactics to Fight the Inflation Blues
have to be careful about how and what they charge.” Amid fierce online competition among companies that know consumers can compare prices with a few clicks, the ultimate goal of psychological pricing is to help View Details
- January 2000 (Revised February 2007)
- Case
Asia Renal Care
Presents a business plan for a start-up company focused on building a network of high-quality dialysis centers in the Asia-Pacific region. Includes a detailed financial forecast. An executable spreadsheet is available by contacting HBSP Customer Service at... View Details
Keywords: Business Plan; Forecasting and Prediction; Business Startups; Financial Strategy; Medical Devices and Supplies Industry; Asia
Roberts, Michael J. "Asia Renal Care." Harvard Business School Case 800-243, January 2000. (Revised February 2007.)