Publications

Keywords: Luxury, retail

September 1999 (Revised October 1999)
Case

Auto Collection: Ford's Better Idea for Selling Cars and Trucks

Ford encourages its independent dealers to consolidate, showing them the benefits size can bring both to themselves and their customers. Now, consolidated dealerships improve customer service and reduce costs. View Details

Keywords: Consolidation; Customer Focus and Relationships; Sales; Auto Industry; Retail Industry

September 2010 (Revised December 2010)
Case

Compass Maritime Services, LLC: Valuing Ships

By: Benjamin C. Esty and Albert W. Sheen

Tom Roberts, a founding partner of Compass Maritime Services, a New Jersey-based shipping research and consulting firm, has been asked by a new potential customer in May 2008 for advice on purchasing a capesize bulk carrier. After identifying a suitable ship with his... View Details

Keywords: Decision Choices and Conditions; Judgments; Price; Management Analysis, Tools, and Techniques; Negotiation Offer; Mathematical Methods; Ship Transportation; Valuation; Consulting Industry; Shipping Industry

September 2001 (Revised August 2004)
Case

Rapid Rewards at Southwest Airlines

By: Frances X. Frei and Corey B. Hajim

Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details

Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry

24 May 2017
News

J.Crew Boss Mickey Drexler Confesses: I Didn’t Get the Web

15 Dec 2015
News

Don’t Turn Your Sales Team Loose Without a Strategy

August 2010 (Revised October 2010)
Case

Patagonia

By: Ramon Casadesus-Masanell, Hyunjin Kim and Forest L. Reinhardt

Patagonia was deeply committed to the environment. This commitment, at times, conflicted with the company's goal to create the most innovative products in its industry. Patagonia's founder and executives welcomed imitation of both its environmental commitment and its... View Details

Keywords: Business History; Environmental Sustainability; Business Model; Business Strategy; Expansion; Consumer Products Industry

November 2009
Supplement

Managing a Global Team: Greg James at Sun Microsystems, Inc. (B)

By: Tsedal Neeley

This case updates students on the steps Greg James took to solve the problems that instigated the crisis documented in “Managing a Global Team: Greg James at Sun Microsystems, Inc. (A).” We find out how James solves the process problems involved in his team's breakdown... View Details

Keywords: Customer Satisfaction; Globalized Firms and Management; Crisis Management; Service Delivery; Business Processes; Performance Productivity; Groups and Teams; Technology Industry

August 2018 (Revised April 2019)
Supplement

Chateau Winery (B): Supervised Learning

By: Srikant M. Datar and Caitlin N. Bowler

This case builds directly on “Chateau Winery (A).” In this case, Bill Booth, marketing manager of a regional wine distributor, shifts to supervised learning techniques to try to predict which deals he should offer to customers based on the purchasing behavior of those... View Details

Keywords: Data Science; Clustering; Analytics and Data Science; Customers; Marketing; Analysis

July 2024
Case

Porsche

By: Stefan Thomke and Daniela Beyersdorfer

The case reveals how Porsche has become one of the world’s leading car companies. Central to Porsche’s growth strategy is creating great products, including its legendary 911 Carrera sportscar, and offering innovative customer experiences. As the automotive industry is... View Details

Keywords: Change Management; Product Development; Growth and Development Strategy; Product Marketing; Auto Industry; Germany; Europe

May–June 2025
Article

Algorithmic Assortment Curation: An Empirical Study of Buybox in Online Marketplaces

By: Santiago Gallino, Nil Karacaoglu and Antonio Moreno

Most online sales worldwide take place in marketplaces that connect sellers and buyers. The presence of numerous third-party sellers leads to a proliferation of listings for each product, making it difficult for customers to choose between the available options. Online... View Details

Keywords: Algorithms; Marketplaces; Marketplace Matching; E-commerce; Demand and Consumers; Customer Focus and Relationships; Market Participation; Technology Adoption

SSRN

September 2011
Case

Vibco Industrial Vibrators

By: Das Narayandas, Kerry Herman and Matthew Preble

Karl Wadensten, president of Vibco Vibrators, was deciding whether to grow his small company through a marketing push for one of two technologies that he believed could launch his company to the next level of sales, or if he should continue to grow his company through... View Details

Keywords: Budgets and Budgeting; Customer Relationship Management; Decision Choices and Conditions; Marketing; Product Launch; Customization and Personalization; Expansion; Manufacturing Industry

2025
Working Paper

Algorithmic Assortment Curation: An Empirical Study of Buybox in Online Marketplaces

By: Santiago Gallino, Nil Karacaoglu and Antonio Moreno

Most online sales worldwide take place in marketplaces that connect sellers and buyers. The presence of numerous third-party sellers leads to a proliferation of listings for each product, making it difficult for customers to choose between the available options. Online... View Details

Keywords: Algorithms; E-commerce; Sales; Digital Marketing; Internet and the Web; Customer Satisfaction

SSRN

April 2020 (Revised February 2023)
Case

GitLab and the Future of All-Remote Work (A)

By: Prithwiraj Choudhury and Emma Salomon

GitLab is arguably one of the world’s largest “all-remote” companies. Started in 2011 and with more than 1,000 employees at present, it has no physical offices and all employees, including the entire C-Suite, work remotely from all parts of the world. The case... View Details

Keywords: Remote Work; Internet and the Web; Technology Adoption; Value Creation; Business Model; Organizational Structure

26 May 2003
Research & Ideas

What Your Competition is Telling You

competitors can help grow the market for your products and services, thereby boosting your sales at a time when, with the U.S. slowdown entering its third year, new revenue is exceedingly hard to find. Moreover, the presence of a competitor can also influence View Details

Keywords: by David Stauffer

February 1995 (Revised June 1999)
Case

Chemical Bank: Implementing the Balanced Scorecard

By: Robert S. Kaplan and Norman Klein

The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business. It wishes to implement a new strategy to become a preferred financial service provider to target customer groups.... View Details

Keywords: Balanced Scorecard; Adoption; Growth and Development Strategy; Communication Strategy; Customer Relationship Management; Management Systems; Performance Evaluation; Banks and Banking; Measurement and Metrics; Banking Industry