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  • 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
Related
  • 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
Related
  • 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
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  • November–December 2022
  • Article

Your Company Needs a Space Strategy. Now.

By: Matthew Weinzierl, Prithwiraj (Raj) Choudhury, Tarun Khanna, Alan MacCormack and Brendan Rosseau
Space is becoming a potential source of value for businesses across a range of sectors, including agriculture, pharmaceuticals, consumer goods, and tourism. To understand what the opportunities are for your company, the authors advise you to consider the four ways in... View Details
Keywords: Space Strategy; Emerging Markets; Natural Resources; Analytics and Data Science; Organizational Change and Adaptation; Adaptation; Competition; Aerospace Industry
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    Robert C. Merton

    Robert C. Merton is the School of Management Distinguished Professor of Finance at the MIT Sloan School of Management.

    Merton is University Professor Emeritus at Harvard University and was the George Fisher Baker Professor of... View Details

    Keywords: insurance industry; insurance industry; insurance industry; insurance industry; insurance industry; insurance industry
    • January 2012 (Revised September 2015)
    • Case

    Tough Decisions at Marks and Spencer

    By: George Serafeim
    In 2007, under the leadership of CEO Stuart Rose, the iconic British retailer Marks and Spencer, with great fanfare, announced its "Plan A" initiative. Based on the five essential pillars of climate change, waste, sustainable materials, fair partnership, and health,... View Details
    Keywords: Decision Making; Environmental Sustainability; Corporate Social Responsibility and Impact; Corporate Strategy; Retail Industry
    Related
    • 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

      Das Narayandas

      Das Narayandas is the Edsel Bryant Ford Professor of Business Administration at the Harvard Business School. His academic credentials include a Bachelor of Technology degree in Engineering from the Indian Institute of Technology, Bombay (IITB), a Post-Graduate... View Details

      Keywords: industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods
      • March 2015
      • Case

      Unilever: Combatting Global Food Waste

      By: David F. Drake, Janice H. Hammond and Matthew G. Preble
      The global consumer goods company Unilever was on pace to hit a number of aggressive targets by 2020 as part of the Unilever Sustainable Living Project, including a goal to halve the waste associated with the disposal of its products. Unilever's chief supply chain... View Details
      Keywords: Food Waste; Sustainable Business And Innovation; Sustainable Supply Chains; Sustainable Operations; Organization Alignment; Environmental Sustainability; Operations; Supply Chain Management; Growth and Development Strategy; Food; Agribusiness; Strategy; Organizational Change and Adaptation; Beauty and Cosmetics Industry; Beauty and Cosmetics Industry; Beauty and Cosmetics Industry; Beauty and Cosmetics Industry; Beauty and Cosmetics Industry; Beauty and Cosmetics Industry; North and Central America; Europe; Asia; Africa; Latin America; India
      Related

        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

        Mid-US - Global

        the Spirits Industry In an episode of Harvard Business Review's "Cold Call" podcast, Senior Lecturer Hise Gibson discusses the case "Uncle Nearest: Creating a Legacy." In 2017, Fawn Weaver cofounded Uncle Nearest, a premium American... View Details
        • Winter 2016
        • Article

        Analytics for an Online Retailer: Demand Forecasting and Price Optimization

        By: Kris J. Ferreira, Bin Hong Alex Lee and David Simchi-Levi
        We present our work with an online retailer, Rue La La, as an example of how a retailer can use its wealth of data to optimize pricing decisions on a daily basis. Rue La La is in the online fashion sample sales industry, where they offer extremely limited-time... View Details
        Keywords: Internet and the Web; Price; Forecasting and Prediction; Revenue; Sales; Retail Industry
        Related
        • 06 Dec 2016
        • First Look

        December 6, 2016

        originating catalyst for the Industrial Revolution and modern capitalism casts new light on American credit markets, practices of offshore investment, and understandings of human capital. Rather than seeing slavery as outside the... View Details
        Keywords: Sean Silverthorne
        • May 2013 (Revised March 2014)
        • Case

        Gap, Inc., 2000

        By: John R. Wells and Galen Danskin
        From humble beginnings as a Levi jeans store, by 2000 Gap, Inc. had grown to become the world's leading specialist clothing retailer. Its CEO, Millard S. Drexler, the "merchant prince," was credited with transforming Gap into a global empire, leading the company... View Details
        Keywords: Strategic Change; Fashion; Risk and Uncertainty; Competition; Performance Consistency; Problems and Challenges; Globalized Firms and Management; Competitive Strategy; Business Growth and Maturation; Strategy; Retail Industry; Retail Industry; Retail Industry; United States
        Related
        • 16 Jul 2012
        • Research & Ideas

        Are You a Strategist?

        academic research that started to take hold in the 1980s and '90s. The work brought much-needed economic thinking to strategy's underpinnings. It armed legions of MBAs and strategy consultants with frameworks and techniques to help managers analyze their View Details
        Keywords: by Carmen Nobel
        • 01 Mar 2024
        • News

        Game On

        15 facilities. The land that they’re purchasing in each location is zoned for light industrial use that, according to Florida zoning code, could be used for an attractive range of alternative purposes, from storage or warehousing to View Details
        Keywords: Jen McFarland Flint; photographed by Edward Linsmier; Amusement, Gambling, and Recreation Industries; Amusement, Gambling, and Recreation Industries
        • October 2014 (Revised June 2015)
        • Case

        Quiet Logistics (A)

        By: Robert Simons and Natalie Kindred
        This two-part case focuses on how to identify and manage strategic uncertainties in an innovative, entrepreneurial start-up company. In the (A) case, students learn about Quiet Logistics, an e-commerce fulfillment company working with high-end apparel retailers such as... View Details
        Keywords: Strategy Execution; Strategic Uncertainty; Disruptive Change; Managing Growth; Robotics; Disruptive Technology; Managing Start-ups; Management Control Systems; Performance Measurement; Business Growth and Maturation; Disruption; Entrepreneurship; Disruptive Innovation; Crisis Management; Risk Management; Organizational Change and Adaptation; Business Strategy; Competitive Strategy; E-commerce; Distribution Industry; Distribution Industry; United States
        Related
        • 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
        • 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
        Related

          Peter Tufano

          Peter Tufano is a Baker Foundation Professor at Harvard Business School and Senior Advisor to the Harvard Salata Institute for Climate and Sustainability. From 2011 to 2021, he served as the Peter Moores Dean at View Details

          Keywords: education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry; education industry