Publications

SSRN

summer 2002
Article

Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem

Keywords: Profit; Customer Relationship Management; Groups and Teams; Finance

Find at Harvard

January 2014 (Revised November 2021)
Case

Filene's Basement: Inside a Fired Customer's Relationship

By: Jill Avery and Susan Fournier

How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details

Keywords: CRM; Retailing; Marketing; Consumer Behavior; Customer Relationship Management; Customer Focus and Relationships; Customer Satisfaction; Marketing Strategy; Brands and Branding; Retail Industry; United States

Awards

NASDAQ Award for Best Paper on Market Microstructure

Winner of the 2016 Best Paper in Market Microstructure Award for “The Value of Trading Relationships in Turbulent Times” with Zhaogang Song and Amir Kermani (forthcoming in the Journal of Financial Economics). The award was sponsored by NASDAQ at the Annual... View Details

October 1996
Background Note

Building Effective One-on-One Work Relationships

By: Linda A. Hill

Addresses how to build effective one-on-one work relationships. Spells out the importance of analyzing your network and understanding on whom you are dependent. Also provides some criteria for assessing the quality of your relationships. Finally, it discusses how to... View Details

Keywords: Performance Effectiveness; Quality; Networks; Conflict and Resolution

June 2012
Case

Siemens AG: Key Account Management

By: Thomas Steenburgh, Michael Ahearne and Elena Corsi

The key account manager of an engineering company has to convince a department to give up important contracts. The German engineering company Siemens had set up a global key account management program since 2010. The key account manager of an emerging account had been... View Details

Keywords: Key Account Management; Commercialization; Marketing; Marketing Management; Engineering; Marketing Strategy; Customer Relationship Management; Profit; Problems and Challenges; Electronics Industry; Consumer Products Industry; Europe

16 Jan 2020
News

When Employees Are Open With Each Other, But Not Management

Unlock the Mysteries of Your Customer Relationships

Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: People now expect companies... View Details

February 2020
Technical Note

Talent Management and the Future of Work

By: William R. Kerr and Gorick Ng

The nature of work is changing—and it is changing rapidly. Few days go by without industry giants such as Amazon and AT&T announcing plans to invest billions of dollars towards retraining nearly half of their respective workforces for jobs of the future. What changes... View Details

Keywords: Human Resource Management; Human Capital Development; Human Resource Practices; Talent; Talent Acquisition; Talent Development; Talent Development And Retention; Talent Management; Talent Retention; Labor Flows; Labor Management; Labor Market; Strategy Development; Strategy Management; Strategy Execution; Strategy And Execution; Strategic Change; Transformations; Organization; Organization Alignment; Organization Design; Organizational Adaptation; Organizational Effectiveness; Management Challenges; Management Of Business And Political Risk; Change Leadership; Future Of Work; Future; Skills Gap; Skills Development; Skills; Offshoring And Outsourcing; Investment; Capital Allocation; Work; Work Culture; Work Force Management; Work/life Balance; Work/family Balance; Work-family Boundary Management; Workers; Worker Productivity; Worker Performance; Work Engagement; Work Environment; Work Environments; Productivity; Organization Culture; Soft Skills; Technology Management; Technological Change; Technological Change: Choices And Consequences; Technology Diffusion; Disruptive Technology; Global Business; Global; Workplace; Workplace Context; Workplace Culture; Workplace Wellness; Collaboration; Competencies; Productivity Gains; Digital; Digital Transition; Competitive Dynamics; Competitiveness; Competitive Strategy; Data Analytics; Data; Data Management; Data Strategy; Data Protection; Aging Society; Diversity; Diversity Management; Millennials; Communication Complexity; Communication Technologies; International Business; Work Sharing; Global Competitiveness; Global Corporate Cultures; Intellectual Property; Intellectual Property Management; Intellectual Property Protection; Intellectual Capital And Property Issues; Globalization Of Supply Chain; Inequality; Recruiting; Hiring; Hiring Of Employees; Training; Job Cuts And Outsourcing; Job Performance; Job Search; Job Design; Job Satisfaction; Jobs; Employee Engagement; Employee Attitude; Employee Benefits; Employee Compensation; Employee Fairness; Employee Relationship Management; Employee Retention; Employee Selection; Employee Motivation; Employee Feedback; Employee Coordination; Employee Performance Management; Employee Socialization; Process Improvement; Application Performance Management; Stigma; Institutional Change; Candidates; Digital Enterprise; Cultural Adaptation; Cultural Change; Cultural Diversity; Cultural Context; Cultural Strategies; Cultural Psychology; Cultural Reform; Performance; Performance Effectiveness; Performance Management; Performance Evaluation; Performance Appraisal; Performance Feedback; Performance Measurement; Performance Metrics; Performance Measures; Performance Efficiency; Efficiency; Performance Analysis; Performance Appraisals; Performance Improvement; Automation; Artificial Intelligence; Technology Companies; Managerial Processes; Skilled Migration; Assessment; Human Resources; Management; Human Capital; Talent and Talent Management; Retention; Demographics; Labor; Strategy; Change; Change Management; Transformation; Organizational Change and Adaptation; Organizational Culture; Working Conditions; Information Technology; Technology Adoption; Disruption; Economy; Competition; Globalization; AI and Machine Learning; Digital Transformation

17 Jul 2023
News

How to Manage an Employee Who Always Makes Excuses

January 2007 (Revised January 2010)
Case

Tom Muccio: Negotiating the P&G Relationship with Wal-Mart (A)

By: James K. Sebenius and Ellen Knebel

Describes the retailer-supplier negotiations of Tom Muccio, one of the earlier Proctor & Gamble (P&G) employees to be based in Bentonville, Arkansas, in negotiating the early operational components of the supplier-retailer partnership between P&G and Wal-Mart in the... View Details

Keywords: Negotiation Process; Supply Chain Management; Partners and Partnerships; Conflict and Resolution; Bentonville

23 Jun 2003
Research & Ideas

Building a Better Buyer-Seller Relationship

managing the relationship. "Rather than going after the entire volume, break up the needs into different parts, and try to initiate a relationship using one component, selling only this one... View Details

Keywords: by Martha Lagace

11 Dec 2008
Working Paper Summaries

Quality Management and Job Quality: How the ISO 9001 Standard for Quality Management Systems Affects Employees and Employers

Keywords: by David I. Levine & Michael W. Toffel

20 Jun 2017
News

Bank Relationships and Index Rules

17 Oct 2023
News

Tools for Managers to Help Employees with Their Mental Health Challenges

Research Summary

The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

By: W. Earl Sasser

W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details

13 Aug 2020
Research & Ideas

6 Ways to Support COVID-Weary Employees

as their mental well-being—a forthcoming article in American Psychologist examines current organizational psychology research to help business leaders manage COVID-related fallout in the workplace and develop solutions to ease the stress... View Details

Keywords: by Dina Gerdeman

30 Aug 2010
Research & Ideas

Turning Employees Into Problem Solvers

for process improvement. For incident-reporting systems to fulfill their promise, employees must use the system to "speak up" when they encounter a problem. Managers receive additional value when reporters... View Details

Keywords: by Julia Hanna; Health

April 2013 (Revised October 2013)
Case

Google's Project Oxygen: Do Managers Matter?

By: David A. Garvin, Alison Berkley Wagonfeld and Liz Kind

Google's Project Oxygen started with a fundamental question raised by executives in the early 2000s: do managers matter? The topic generated a multi-year research project that ultimately led to a comprehensive program, built around eight key management attributes,... View Details

Keywords: Organizational Behavior; Business Policy; General Management; Human Resource Management; Management; Leadership; Human Resources

November–December 2020
Article

Dancing with Giants: How Small Women-and Minority- Owned Firms Use Soft Power to Manage Asymmetric Relationships with Larger Partners

By: Kisha Lashley and Timothy G. Pollock

We explore how minority- and women-owned suppliers lacking hard power manage asymmetric relationships with larger, more powerful buyers in the context of supplier diversity relationships. We examine how these suppliers create and use soft power to manage the... View Details

Keywords: Women-owned Businesses; Minority-owned Businesses; Soft Power; Buyer-supplier Relationshships; Cognitive Centrality; Hard Power; Influencers; Supplier Diversity; Small Business; Relationships; Sales