Publications

January 2015 (Revised March 2015)
Case

Wegmans and Listeria: Developing a Proactive Food Safety System for Produce

By: Ray A. Goldberg and Christine Snively

In July 2014, supermarket chain Wegmans received notification from supplier Wawona Packing Co. that its peaches arrived in Australia with a small trace of Listeria monocytogenes. While some countries such as Australia allowed low-levels of listeria to be present in... View Details

Keywords: Food Safety; Food Safety Standards; Grocery; Safety; Food; Retail Industry; Retail Industry; Australia; United States

15 May 2007
First Look

First Look: May 15, 2007

the industry and dominated it for nearly 20 years, the well-respected company faces a bevy of new entrants from the banking, mortgage finance, and insurance sectors. In particular, management must decide how to respond to an aggressive... View Details

Keywords: Martha Lagace

Regina E. Herzlinger

Regina E. Herzlinger is the Nancy R. McPherson Professor of Business Administration at the Harvard Business School. She was the first woman to be tenured and chaired at Harvard Business School and serve on many established and start-up corporate health care/medical... View Details

Keywords: insurance industry; insurance industry; insurance industry; insurance industry; insurance industry

Web

From Harvard Business School to Spotify: Four Lessons in My Journey to Land My Dream Job - MBA

Sciences Partners & Families Peek SVMP Social Enterprise Student Life Student Loans Student Profile Sustainability Video Blog Industries Industries Architecture Construction Consulting Consumer Packaged... View Details

February 1997 (Revised April 1998)
Case

first direct (A)

By: Jeffrey F. Rayport

Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to nearly 700,000 customers throughout... View Details

Keywords: Service Delivery; Customer Satisfaction; Banks and Banking; Innovation and Invention; Banking Industry; United Kingdom

2012
Chapter

Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM

By: Jill Avery and Susan Fournier

With incidences in the 20%–25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their customer portfolios. This chapter traces the relationship trajectory of a 30-year customer of Filene's... View Details

Keywords: Brands; Brand Management; CRM; Customer Relationship Management; Customer Focus and Relationships; Customers; Marketing; Brands and Branding; Marketing Communications; Marketing Strategy; Consumer Products Industry

September 2009
Case

Culinarian Cookware: Pondering Price Promotion

By: John A. Quelch and Heather Beckham

In November of 2006, senior executives at Culinarian Cookware were debating the merits of price promotions for the company's premium cookware products. The VP of Marketing, Donald Janus, and Senior Sales Manager, Victoria Brown, had different views. Janus felt price... View Details

Keywords: Profitability Analysis; Consumer Marketing; Brand Equity; Pricing Policies; Sales Promotions; Small ＆ Medium-sized Enterprises; Decisions; Goals and Objectives; Price; Marketing Strategy; Consumer Behavior; Management Teams; Sales; Brands and Branding; Consumer Products Industry

June 2003 (Revised August 2003)
Case

Pension Policy at The Boots Company PLC

By: Luis M. Viceira and Akiko M. Mitsui

In early 2000, the trustees of the pension scheme at Boots considered a proposal to move 100% of the pension assets into a bond portfolio, which would be passively managed. The Boots Co. PLC was a leading retailer of cosmetics and toiletries in the United Kingdom, and... View Details

Keywords: Performance Productivity; Employees; Asset Management; Capital Structure; Investment Portfolio; Consumer Products Industry; United Kingdom

Career Coach

Lauren Murphy

coaches. In that role, she also led the Career development program team and doubled career development programs offered to alumni and students. In her current work with HBS, Lauren skillfully coaches students and alumni across all View Details

Keywords: Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail; Retail

Web

How I Spent my 2+2 Deferral: Zoe Bhargava - MBA

Sciences Partners & Families Peek SVMP Social Enterprise Student Life Student Loans Student Profile Sustainability Video Blog Industries Industries Architecture Construction Consulting Consumer Packaged... View Details

Web

Bringing Space Tech Back to Earth - MBA

Sciences Partners & Families Peek SVMP Social Enterprise Student Life Student Loans Student Profile Sustainability Video Blog Industries Industries Architecture Construction Consulting Consumer Packaged... View Details

Web

Leadership - Faculty & Research

organizations' behaviors in a given industry or sector, to efforts to change behaviors throughout a country, region, or even the world. Addressing the issue of power and influence in society in an MBA classroom is critical, especially at... View Details

Web

Corporate Strategy - Institute For Strategy And Competitiveness

actions guarantees superior economic performance. Companies compete at the level of individual businesses, where strategic positioning within an industry creates value for customers. Successful strategy at the corporate level must produce... View Details

November 2023 (Revised March 2024)
Technical Note

Customer Data Privacy

By: Eva Ascarza and Ta-Wei Huang

This note provides an overview of the evolving landscape of customer data privacy in 2023. It highlights two pivotal aspects that make privacy a central concern for businesses: building and maintaining customer trust and navigating the intricate regulatory... View Details

Keywords: Customer Relationship Management; Governance Compliance; Governing Rules, Regulations, and Reforms; Risk and Uncertainty; Reputation; Trust; Information Management; Retail Industry; Retail Industry; Retail Industry; Retail Industry; Europe; United States