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      • February 2000 (Revised April 2003)
      • Case

      InSite Marketing Technology (A)

      By: Lynda M. Applegate, Genevieve J.S. Feraud and Sheila L Marcelo
      Introduces students to products and services that improve customers' online shopping experience. Also discusses the challenges of marketing new product concepts and finding funding for start-up ventures. View Details
      Keywords: Customer Focus and Relationships; Financing and Loans; Technological Innovation; Business or Company Management; Marketing Strategy; Product Launch; Service Delivery; Competitive Strategy; Competitive Advantage; Service Industry; Web Services Industry
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      Applegate, Lynda M., Genevieve J.S. Feraud, and Sheila L Marcelo. "InSite Marketing Technology (A)." Harvard Business School Case 800-279, February 2000. (Revised April 2003.)
      • February 2000 (Revised April 2003)
      • Case

      InSite Marketing Technology (B)

      By: Lynda M. Applegate and Genevieve J.S. Feraud
      Provides students an example of partnerships/acquisitions that allow delivery of packaged solutions to customers in the electronic commerce space. View Details
      Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Entrepreneurship; Partners and Partnerships; Strategy; Business Strategy; Web Services Industry
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      Applegate, Lynda M., and Genevieve J.S. Feraud. "InSite Marketing Technology (B)." Harvard Business School Case 800-280, February 2000. (Revised April 2003.)
      • February 2000 (Revised September 2002)
      • Case

      Forever: De Beers and U.S. Antitrust Law

      By: Debora L. Spar and Jennifer Burns
      For over a century, the international diamond market has been dominated by one of the most successful cartels on earth. Run by the legendary De Beers Corp., the cartel has managed to keep diamond prices increasing and to prevent the defection that dooms most other... View Details
      Keywords: Lawfulness; Monopoly; Luxury; Business and Government Relations; Consumer Products Industry; Mining Industry; Africa; United States
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      Spar, Debora L., and Jennifer Burns. "Forever: De Beers and U.S. Antitrust Law." Harvard Business School Case 700-082, February 2000. (Revised September 2002.)
      • January 2000
      • Case

      Talbots - A Classic

      By: V. Kasturi Rangan and Marie Bell
      This case traces why the $1 billion women's clothing retailer decided to attract younger customers, what went wrong, and the actions taken to recover. By the end of 1999, the company has reestablished itself and faces several growth opportunities and must decide on the... View Details
      Keywords: Customer Focus and Relationships; Decisions; Crisis Management; Product Positioning; Problems and Challenges; Segmentation; Fashion Industry
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      Rangan, V. Kasturi, and Marie Bell. "Talbots - A Classic." Harvard Business School Case 500-082, January 2000.
      • January 2000 (Revised June 2000)
      • Case

      Alloy.com: Marketing to Generation Y

      By: John A. Deighton and Gil McWilliams
      A profitable dot com company? Alloy.com retails clothing to teens by catalog. Alloy uses a Web site to convert prospects and build community. The result is a business with the economics of a direct marketer and the market capitalization of an Internet start-up. The... View Details
      Keywords: Marketing Strategy; Internet and the Web; Business and Community Relations; Partners and Partnerships; Customer Relationship Management; Decision Choices and Conditions; Business Startups; Information Technology Industry; Consumer Products Industry
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      Deighton, John A., and Gil McWilliams. "Alloy.com: Marketing to Generation Y." Harvard Business School Case 500-048, January 2000. (Revised June 2000.) (request a courtesy copy.)
      • 2000
      • Chapter

      Relationship Marketing and Key Account Management

      By: Joseph P. Cannon and N. Narayandas
      Keywords: Customer Relationship Management
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      Cannon, Joseph P., and N. Narayandas. "Relationship Marketing and Key Account Management." In Conceptual Foundations in Relationship Marketing, edited by Jagdish N. Sheth and Atul Parvatiyar, 407–430. Thousand Oaks, CA: Sage Publications, 2000.
      • December 1999 (Revised April 2001)
      • Case

      Avon Products China (A)

      By: Lynn S. Paine and Jennifer Gui
      In April 1998, when the Chinese central government bans all forms of direct selling in China in April 1998, executives at Avon China must decide how to respond. The first direct sales company to enter China after its opening to outsiders, Avon sparked widespread... View Details
      Keywords: Crisis Management; Sales; Trade; Business and Government Relations; Government and Politics; Market Participation; China
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      Paine, Lynn S., and Jennifer Gui. "Avon Products China (A)." Harvard Business School Case 300-053, December 1999. (Revised April 2001.)
      • December 1999 (Revised January 2000)
      • Case

      Agrochemicals at Ciba-Geigy AG (B)

      By: Michael L. Tushman, Wendy Smith and Daniel Radov
      Focuses on Pierre Urech's efforts to change the division structure at Ciba-Geigy to facilitate the marketing of the new product. Details the relationships Urech cultivates and the strategy he pursues as "product champion." Also describes the restructuring of the... View Details
      Keywords: Change Management; Innovation Strategy; Innovation and Management; Leadership Development; Leadership Style; Research and Development; Marketing Strategy; Goods and Commodities; Product Development; Pharmaceutical Industry; Switzerland
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      Tushman, Michael L., Wendy Smith, and Daniel Radov. "Agrochemicals at Ciba-Geigy AG (B)." Harvard Business School Case 400-023, December 1999. (Revised January 2000.)
      • December 1999
      • Case

      Lees Supermarkets: Customer Loyalty Programs

      By: David E. Bell, Rajiv Lal and Ann Leamon
      Keywords: Customer Focus and Relationships; Marketing Strategy; Food and Beverage Industry
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      Bell, David E., Rajiv Lal, and Ann Leamon. "Lees Supermarkets: Customer Loyalty Programs." Harvard Business School Case 500-038, December 1999.
      • November 1999 (Revised February 2000)
      • Case

      Granny's Goodies, Inc.

      By: Das Narayandas and Katherine B. Korman
      The young entrepreneurs of Granny's Goodies, Inc., a corporate gift package specialist, face the challenge of finding ways to create consistent revenue streams and reduce sales costs. Outside of a few long-term contracts, the two founders have had to work very hard for... View Details
      Keywords: Budgets and Budgeting; Customer Relationship Management; Entrepreneurship; Cost Management; Marketing Strategy; Product Design; Problems and Challenges; Sales; Segmentation; Service Industry
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      Narayandas, Das, and Katherine B. Korman. "Granny's Goodies, Inc." Harvard Business School Case 500-049, November 1999. (Revised February 2000.)
      • November 1999 (Revised June 2000)
      • Case

      FairMarket: Managing Business Development

      By: William A. Sahlman, Michael J. Roberts and Cathy Taylor
      Describes the evolution of FairMarket, a provider of turnkey auction services to community and merchant Web sites. Describes several deals that the CEO must negotiate, requiring a view of the company's valuation. View Details
      Keywords: Partners and Partnerships; Internet and the Web; Valuation; Negotiation Deal; Auctions; Growth and Development Strategy; Web Services Industry
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      Sahlman, William A., Michael J. Roberts, and Cathy Taylor. "FairMarket: Managing Business Development." Harvard Business School Case 800-212, November 1999. (Revised June 2000.)
      • 1999
      • Chapter

      Frequency Programs in Service Industries

      By: J. A. Deighton
      Keywords: Customer Focus and Relationships; Consumer Behavior; Service Industry
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      Deighton, J. A. "Frequency Programs in Service Industries." Chap. 24 in Handbook of Services Marketing and Management, edited by Dawn Iacobucci and Teresa A. Swartz, 401–407. Thousand Oaks, CA: Sage Publications, 1999.
      • October 1999
      • Teaching Note

      Braun AG: The KF 40 Coffee Machine (Abridged) TN

      By: Kim B. Clark and Steven C. Wheelwright
      Teaching Note for a reprint. View Details
      Keywords: Product Development; Design; Markets; Decision Choices and Conditions; Reputation; Groups and Teams; Manufacturing Industry; Germany
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      Clark, Kim B., and Steven C. Wheelwright. "Braun AG: The KF 40 Coffee Machine (Abridged) TN." Harvard Business School Teaching Note 600-049, October 1999.
      • October 1999 (Revised March 2000)
      • Case

      HP Consumer Products Business Organization: Distributing Printers via the Internet

      By: Rajiv Lal, Kirthi Kalyanam, Shelby Mc Intyre and Edie Prescott
      In spring 1998, Pradeep Jotwani, vice president and general manager of the Consumer Products Business Organization of the Hewlett-Packard Co. (HP), was contemplating the increasing success of e-commerce and its implications for his division. The consumer products group... View Details
      Keywords: Decision Choices and Conditions; Marketing Channels; Business Processes; Problems and Challenges; Partners and Partnerships; Sales; Business Strategy; Information Technology; Consumer Products Industry
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      Lal, Rajiv, Kirthi Kalyanam, Shelby Mc Intyre, and Edie Prescott. "HP Consumer Products Business Organization: Distributing Printers via the Internet." Harvard Business School Case 500-021, October 1999. (Revised March 2000.)
      • September 1999 (Revised July 2006)
      • Case

      Juice Guys (A)

      By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
      The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
      Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
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      Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
      • September 1999 (Revised February 2004)
      • Case

      Juice Guys (B)

      By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
      The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
      Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
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      Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (B)." Harvard Business School Case 800-123, September 1999. (Revised February 2004.)
      • September 1999
      • Case

      Project Dreamcast: Serious Play at Sega Enterprises Ltd. (A)

      By: Stefan H. Thomke and Andrew Robertson
      Focuses on the ongoing competitive battles in the global home video game market that is estimated to exceed $15 billion by 1999 in the United States and Japan alone. Describes how Sega Enterprises has redesigned its development processes to create a revolutionary... View Details
      Keywords: Games, Gaming, and Gambling; Competitive Strategy; Technological Innovation; Growth and Development Strategy; Partners and Partnerships; Product Development; Business Growth and Maturation; Market Entry and Exit; Sales; Entertainment and Recreation Industry; Computer Industry
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      Thomke, Stefan H., and Andrew Robertson. "Project Dreamcast: Serious Play at Sega Enterprises Ltd. (A)." Harvard Business School Case 600-028, September 1999.
      • September 1999 (Revised October 2000)
      • Case

      Eggrock Partners, LLC (A)

      By: Thomas J. DeLong, Myra M. Hart and Sharon Peyus
      Explores the challenges of choosing how to grow a professional services firm (PSF). Before developing a growth strategy, the partners need to agree on what business(es) the company should be in. Each of the three partners has differing views of what the company should... View Details
      Keywords: Entrepreneurship; Business or Company Management; Growth and Development Strategy; Business Model; Expansion; Business Processes; Industry Structures; Customer Focus and Relationships; Employees; Partners and Partnerships; Service Industry
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      DeLong, Thomas J., Myra M. Hart, and Sharon Peyus. "Eggrock Partners, LLC (A)." Harvard Business School Case 800-047, September 1999. (Revised October 2000.)
      • September 1999 (Revised February 2004)
      • Case

      WebSpective Software, Inc. (A)

      By: Michael J. Roberts, Joseph B. Lassiter III, John T. Gourville and Sun Ming Wong
      Describes the situation at WebSpective, a software company that develops products to help companies manage the network of servers that support their Websites. Describes the use of "concept engineering" tools to interview customers, determine their needs and the... View Details
      Keywords: Entrepreneurship; Management Practices and Processes; Customers; Customer Focus and Relationships; Communication Intention and Meaning; Product Development; Product Marketing; Management Analysis, Tools, and Techniques; Customer Satisfaction; Marketing Strategy; Information Technology Industry
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      Roberts, Michael J., Joseph B. Lassiter III, John T. Gourville, and Sun Ming Wong. "WebSpective Software, Inc. (A)." Harvard Business School Case 800-136, September 1999. (Revised February 2004.)
      • August 1999 (Revised May 2000)
      • Case

      E Ink

      By: Teresa M. Amabile and Susan Archambault
      E Ink is a high-technology start-up attempting to revolutionize print communication through electronic ink displays. The founders and top managers of this two-year-old firm are striving to translate a technological breakthrough into a working prototype, move from... View Details
      Keywords: Customer Focus and Relationships; Entrepreneurship; Technological Innovation; Business or Company Management; Growth and Development Strategy; Industry Structures; Organizational Structure; Commercialization; Technology; Information Technology Industry
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      Amabile, Teresa M., and Susan Archambault. "E Ink." Harvard Business School Case 800-143, August 1999. (Revised May 2000.)
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