Publications
Publications
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- All HBS Web
(2,452)
- Faculty Publications (197)
- February 2018 (Revised October 2019)
- Case
HubSpot and Motion AI: Chatbot-Enabled CRM
By: Jill Avery and Thomas Steenburgh
HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software platform that enabled companies to easily build and deploy chatbots, fueled by artificial intelligence, to interact... View Details
Keywords: CRM; Sales Management; Customer Service; Artificial Intelligence; B2B Vs. B2C; Business Marketing; SaaS; Marketing; Marketing Strategy; Brands and Branding; Customer Focus and Relationships; Sales; Salesforce Management; Technological Innovation; Applications and Software; Customer Relationship Management; AI and Machine Learning; Technology Industry; Service Industry; United States; North America
- February 2018
- Article
Retention Futility: Targeting High-Risk Customers Might Be Ineffective.
By: Eva Ascarza
Companies in a variety of sectors are increasingly managing customer churn proactively, generally by detecting customers at the highest risk of churning and targeting retention efforts towards them. While there is a vast literature on developing churn prediction models... View Details
- 2018
- Chapter
Work and Well-being: A Global Perspective
By: Jan-Emmanuel De Neve, and Council Members: A. Blankson, A. Clark, C. Cooper, H. James, C. Krekel, J. Lim, P. Litchfield, J. Moss, M. I. Norton, M. Rojas, G. Ward and A.V. Whillans
Work and employment play a central role in most people’s lives. In OECD countries, for example, people spend around a third of their waking hours engaged in paid work. We not only spend considerable amounts of our time at work, employment and workplace quality also... View Details
- November 2017 (Revised April 2019)
- Case
Summa Equity: Building Purpose-Driven Organizations
By: George Serafeim
In 2015, Reynir Indahl left top Nordic private equity firm Altor Equity Partners to found Summa Equity (Summa). After long contemplation following the financial crisis, Indahl was convinced the financial system was producing negative externalities and that the current... View Details
Keywords: Corporate Purpose; ESG; ESG (Environmental, Social, Governance) Performance; Social Impact; Investment Management; Management Practices; Innovation; Voice; Environmental Impact; Private Equity; Social Enterprise; Finance; Capital Markets; Management Practices and Processes; Innovation Leadership; Leadership; Innovation and Management; Entrepreneurship; Mission and Purpose; Value Creation; Financial Services Industry; Norway; Sweden; Scandinavia
- 2017
- Other Teaching and Training Material
Organizational Behavior Reading: Leading Organizational Change
By: Ryan Raffaelli
This reading combines conceptual frameworks and research-based knowledge to provide practical guidance about how to lead organization change. The essential reading outlines key choices leaders must make when managing a change and the common traps that can cause a... View Details
- 2017
- Case
Uncommon Schools (A): A Network of Networks
By: John J-H Kim and Sarah McAra
In 2013, Brett Peiser, CEO of the charter school management organization (CMO) Uncommon Schools, is reassessing the nonprofit’s strategy. For nearly 10 years, Uncommon had fulfilled its mission to bring high-quality education to students in low-income, urban areas... View Details
- 2016
- Working Paper
Alternative Paths of Green Entrepreneurship: The Environmental Legacies of The North Face's Doug Tompkins and Patagonia's Yvon Chouinard
By: Geoffrey Jones and Ben Gettinger
This working paper examines the impact of two entrepreneurs who offered alternative paths to reach their shared goal of a more sustainable world. Yvon Chouinard and Doug Tompkins were respective founders of the prominent outdoor apparel brands Patagonia and The North... View Details
- September 2016 (Revised July 2017)
- Case
Transferring Knowledge Between Projects at NASA JPL (A)
By: Dorothy Leonard and Christopher Myers
The Jet Propulsion Laboratory, a federally funded research institution within NASA, the U.S. National Aeronautics and Space Administration, has played a large role in many space and planetary explorations, particularly to the planet Mars. As a project-based... View Details
- Article
How to Tackle Your Toughest Decisions
The toughest calls managers have to make come in situations when they have worked hard to gather the facts and have done the best analysis they can, but they still don’t know what to do. Then judgment—a fusion of thinking, feelings, experience, imagination, and... View Details
- 20 May 2016
- Other Presentation
Competing to Change the World: Creating Shared Value
The principle of shared value involves creating economic value in a way that also creates value for society by addressing its needs and challenges. Shared value is becoming an integral part of strategy and is defining a whole new set of best practices that companies... View Details
- 18 May 2016
- Other Presentation
Competing to Change the World: Creating Shared Value
The principle of shared value involves creating economic value in a way that also creates value for society by addressing its needs and challenges. Shared value is becoming an integral part of strategy and is defining a whole new set of best practices that companies... View Details
Keywords: Society; Shared Value; Value Creation; Strategy; Civil Society or Community; United States
- Article
Making Exit Interviews Count
By: Everett Spain and Boris Groysberg
In the knowledge economy, skilled employees are the assets that drive organizational success. Thus companies must learn from them—why they stay, why they leave, and how the organization needs to change. A thoughtful exit interview—whether it be a face-to-face... View Details
- January 2016
- Case
Haiti Hope: Innovating the Mango Value Chain
By: Amy C. Edmondson and Jean-François Harvey
This case study examines a market-based approach to economic development through the eyes of NGO TechnoServe's project manager, implementing a US$9.5 million five-year public-private partnership between Coca-Cola, IDB, and USAID. The case ends at the beginning of the... View Details
Keywords: Sustainability; Economic Development; Corporate Social Responsibility; Emerging Country; Teaming; Public-private Partnership; Inter-organizational Relationships; Collaboration; Strategy Implementation; Agricultural Commodity; Plant-Based Agribusiness; Public Sector; Supply Chain Management; Customer Value and Value Chain; Corporate Social Responsibility and Impact; Learning; Partners and Partnerships; Private Sector; Developing Countries and Economies; Social Enterprise; Food and Beverage Industry; Agriculture and Agribusiness Industry; Haiti
- 17 Nov 2015 - 19 Nov 2015
- Other Presentation
Cluster Mapping and Cluster-Based Economic Development
By: Michael E. Porter and Christian H.M. Ketels
This workshop brought together cluster policymakers, experts, and policy-oriented researchers from the United States and the European Union to exchange best practices on cluster mapping, cluster portals, and cluster-based economic development policies and programs.... View Details
- 2015
- Case
Advanced Leadership Pathways: Issa Baluch and the African Agribusiness Knowledge and Innovation Leadership Initiative (AKILI)
By: Rosabeth M. Kanter and Renee Vuillaume
A veteran of the freight forwarding industry, Issa Baluch wanted to transform the education space in Africa by introducing hands-on practical teaching in agriculture and agribusiness. In the summer of 2015 his vision of a practical learning institute for African... View Details
Keywords: Agriculture; Institutions For Collaboration; Innovation; Innovation And Strategy; Farming; International Development; Stakeholder Engagement; Youth; Environmental And Social Sustainability; Environment; Social Impact Investment; Agribusiness; Education; Training; Leadership; Knowledge; Environmental Sustainability; Innovation Strategy; Knowledge Management; Finance; Africa
- 2015
- Other Teaching and Training Material
Entrepreneurship Reading: Launching Global Ventures
By: William R. Kerr
Core Curriculum in Entrepreneurship is a series of Readings that cover fundamental course material in Entrepreneurship. Readings include Interactive Illustrations which help students master complex concepts quickly.
Global ventures are those that weave... View Details
Global ventures are those that weave... View Details
- Article
The Economy of Fear: H.P. Lovecraft on Eugenics, Economics and the Great Depression
The early twentieth-century weird writer Howard Phillips Lovecraft is today best remembered for his genre defining style of academic noir pulp fiction. Yet in focusing on certain tropes of his work, such as the many memorable monsters he created to populate his... View Details
- May–June 2015
- Other Article
HRM at a Crossroads: Comments on 'Evolution of Strategic HRM Through Two Founding Books: A 30th Anniversary Perspective on Development of the Field'
By: Michael Beer
I agree with Bruce Kaufman's evaluation of the HRM field and the danger to its relevance if change does not take place in the field's almost exclusive use of normal science, lack of focus on organizational change and development and indifference to the development of... View Details
- 2015
- Book
Strategy Rules: Five Timeless Lessons from Bill Gates, Andy Grove, and Steve Jobs
By: David B. Yoffie and Michael A. Cusumano
The authors of the bestselling Competing on Internet Time (a Business Week top 10 book) analyze the strategies, principles, and skills of three of the most successful and influential figures in business—Bill Gates, Andy Grove, and Steve Jobs—offering... View Details
- Article
Management Practices, Relational Contracts and the Decline of General Motors
By: Susan Helper and Rebecca Henderson
General Motors was once regarded as one of the best managed and most successful firms in the world, but between 1980 and 2009 its share of the U.S. market fell from 62.6% to 19.8%, and in 2009 the firm went bankrupt. In this paper we argue that the conventional... View Details