Total Customer Value - Publications - Faculty & Research

17 Aug 2009
Research & Ideas

Quantifying the Economic Impact of the Internet

use. Each Internet job supports approximately 1.54 additional jobs elsewhere in the economy, for a total of 3.05 million, or roughly 2 percent, of employed Americans. The dollar value of their wages is about... View Details

Keywords: by John Quelch; Advertising; Publishing

16 Oct 2023
HBS Case

Advancing Black Talent: From the Flight Ramp to 'Family-Sustaining' Careers at Delta

Keyra Lynn Johnson. “The frontline perspective can give management important insight into the employee experience and what customers really want from the airline.” Delta has reclassified most jobs that had previously required a degree and... View Details

Keywords: by Lane Lambert; Air Transportation

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Business & Environment - Faculty & Research

same time, IKEA Group had adopted in 2012 a new sustainability strategy that focused the company's efforts on its entire value chain from its raw materials sourcing to the lifestyle of its end consumers. The plan especially centered on... View Details

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FAQ - Alumni

counted in that year’s giving totals and listed in HBS's annual Report on Giving . For questions about an existing pledge or to customize your pledge fulfillment schedule, please contact HBS Gift Management... View Details

01 Feb 2001
News

What Makes a Good Leader

purpose has always been to educate leaders," notes Dean Kim B. Clark. "Our students learn to be managers here, but they also learn that it is important to make a difference in the world — to bring commitment, integrity, and a sense of View Details

Keywords: Management

28 Oct 2014
First Look

First Look: October 28

boundaries and property rights in a technical system. Bottlenecks are points of value creation and capture in any complex man-made system. The tools a firm can use to manage bottlenecks are first, an understanding of the modular structure... View Details

Keywords: Carmen Nobel

14 Nov 2017
First Look

New Research and Ideas: November 14, 2017

organizations have made sizable investments in information technology. They’ve used their IT systems to replace paper records with electronic ones and to improve billing processes, thereby boosting revenue. But so far, IT has been of little View Details

Keywords: Carmen Nobel

16 Jul 2020
Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

[div class=infogram-embed data-id=_/57Y0v9Xi9HTtAOb900lW][/div] Various segments of restaurants experienced the crisis differently. Those previously adept at drive-through and takeout service weathered the storm well while others, reliant on dining-in, faced View Details

Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage

04 Apr 2023
What Do You Think?

How Does Remote Work Affect Innovation?

they have decided to give up their weekend to come up with a better idea? Would they have agreed to break the routine of Mondays working remotely to share their response in the relative privacy of the office (vs. online)? Would the five even be sharing the same View Details

Keywords: by James Heskett

28 Sep 2011
Research & Ideas

The Profit Power of Corporate Culture

returns to labor, and relationships with customers (producing loyalty and customer "ownership") as well as innovation and financial performance. If the organization doesn't measure up on these... View Details

Keywords: by Sean Silverthorne

12 Apr 2010
Research & Ideas

One Report: Better Strategy through Integrated Reporting

applicable to every listed company in the world: "The market capitalisation of any company listed on the [Johannesburg Stock Exchange] equals its economic value and not its book value. The financial report of a company, as seen in its... View Details

Keywords: by Martha Lagace

August 2015 (Revised June 2021)
Case

Amazon.com, 2021

By: John R. Wells, Benjamin Weinstock, Gabriel Ellsworth and Galen Danskin

In February 2021, Amazon announced 2020 operating profits of $22,899 million, up from $2,233 million in 2015, on sales of $386 billion, up from $107 billion five years earlier (see Exhibit 1). The shareholders expressed their satisfaction (see Exhibit 2), but not all... View Details

Keywords: Strategic Analysis; Retail; E-commerce; Amazon; Internet; Amazon.com; AmazonFresh; Jeff Bezos; Cloud Computing; Marketplaces; Streaming; E-reader Market; Digital Media; Mobile App; Online Retail; Shipping; Database; Tablet; Kindle; Kindle Fire; Smartphone; Delivery; Digital Platforms; Competition; Internet and the Web; Corporate Strategy; Digital Marketing; Business Growth and Maturation; Business Model; Business Organization; For-Profit Firms; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Television Entertainment; Profit; Revenue; Global Strategy; Multinational Firms and Management; Taxation; Business History; Human Resources; Resignation and Termination; Books; Human Capital; Working Conditions; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Growth Management; Management Practices and Processes; Industry Growth; Industry Structures; Media; Distribution; Distribution Channels; Order Taking and Fulfillment; Infrastructure; Logistics; Product Development; Supply Chain; Supply Chain Management; Organizational Culture; Public Ownership; Work-Life Balance; Problems and Challenges; Labor and Management Relations; Strategy; Adaptation; Business Strategy; Competitive Strategy; Diversification; Expansion; Integration; Horizontal Integration; Vertical Integration; Information Infrastructure; Information Technology; Mobile and Wireless Technology; Price; Applications and Software; Marketing; Marketing Strategy; Working Capital; Customer Focus and Relationships; Customer Value and Value Chain; Retail Industry; Advertising Industry; Distribution Industry; Electronics Industry; Entertainment and Recreation Industry; Information Technology Industry; Manufacturing Industry; Motion Pictures and Video Industry; Music Industry; Publishing Industry; Shipping Industry; Technology Industry; Video Game Industry; Web Services Industry; United States; Washington (state, US); Seattle

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Publications - Institute For Strategy And Competitiveness

value-based health care and how a motivated team can undertake a cost measurement project in their own institution. January 2020 Academic Medicine Value Based Health Care in Undergraduate Medical Education by Jessica Holtzman, Bhushan... View Details

02 Jul 2013
First Look

First Look: July 2

that the choices a VC makes when negotiating can contain important clues about her assessments and expectations. Above all, when you're negotiating with a VC, think not only about what will look good in a press release today but also about what will help you create and... View Details

Keywords: Anna Secino

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Loan Reduction - Entrepreneurship

value proposition, and stage of development. The Team: Information on founding team and any other key team members or advisors, including HBS affiliation, relevant skills and experiences. The Market/Context: Market need, size of... View Details

07 Jul 2003
Research & Ideas

4+2 = Sustained Business Success

maintain a total return to shareholders greater than their industry peers for more than ten years. And so, it seems, there is value in being reminded from time to time what really works. Excel At Four... View Details

Keywords: by Nitin Nohria, William Joyce & Bruce Roberson

07 Jul 2008
Research & Ideas

Innovation Corrupted: How Managers Can Avoid Another Enron

for natural gas, and to create derivative supply contracts that could help customers manage the risks of demand volatility and price swings more effectively than before. In this way, Skilling and his colleagues solved a major contracting... View Details

Keywords: by Martha Lagace; Energy; Utilities

19 Apr 2011
First Look

First Look: April 19

team to deliver a highly customized solution that absolutely requires Julia's expertise. This case presents an opportunity for students to analyze two prevailing aspects of organizational life: working in teams and working under pressure.... View Details

Keywords: Sean Silverthorne

16 Apr 2001
Research & Ideas

Strategy and the Internet

powerful tool for strategy. It is much easier to customize packaged Internet applications to a company's unique strategic positioning. By providing a common IT delivery platform across the value chain,... View Details

Keywords: by Michael E. Porter

02 Aug 2016
First Look

August 2, 2016

possible in terms of service and its economics, without compromising on its value proposition? Was Paladina just too different of a business to be part of the DaVita family? This case offers an example of "intrapreneurship"—i.e.,... View Details