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  • Teaching Interest

MBA Elective Curriculum Personal Selling and Sales Force Management

Personal selling is the primary (and sometimes the only) form of marketing activity for many firms, especially in a business-to-business context. The course focuses on the tactical component of managing a salesforce and on the strategic element of linking sales... View Details

    Tom Nicholas

    Tom Nicholas is William J. Abernathy Professor of Business Administration at Harvard Business School. He is British and holds a doctorate from Oxford University. His research focuses on the history of entrepreneurship, innovation and finance. His book (VC: An... View Details

    Keywords: financial services; financial services
    • Article

    Turnkey or Tailored? Relational Pluralism, Institutional Complexity, and the Organizational Adoption of More or Less Customized Practices

    By: Ryan Raffaelli and Mary Ann Glynn
    We examine how the organizational adoption of new practices is influenced by relational pluralism, i.e., an organization's multiple ties to actors inside and outside its industry. We theorize that institutional mechanisms of practice diffusion underlying relational... View Details
    Keywords: Networks; Corporate Social Responsibility and Impact; Business Processes; Adoption; Customization and Personalization
    Related
    • March 2002 (Revised May 2007)
    • Case

    Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)

    By: V.G. Narayanan and Lisa Brem
    The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
    Keywords: Customers; Customer Relationship Management; Price; Perspective; Marketing; Competitive Advantage; Financial Services Industry; Financial Services Industry; Canada
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    • September 2000
    • Case

    Quokka Sports

    By: Stephen P. Bradley, Thomas R. Eisenmann, Stephanie Mason Ogborne and Julie C. Toscano
    Quokka Sports is an example of one of the new broadband services focused in total immersion sports. Quokka faces two issues: 1) the broadband infrastructure is emerging slowly so the type of services offered needs to be decided on. 2) Quokka faces an explosion of... View Details
    Keywords: Digital Marketing; Decisions; Information Publishing; Infrastructure; Competition; Advertising Industry; Advertising Industry
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    • January 2021
    • Case

    Leading Culture Change at SEB

    By: Amy C. Edmondson and Elena Corsi
    The Risk organization at SEB, a leading Nordic financial services group founded in 1856, undertook a culture change program focused on psychological safety, empathic listening, and strategic framing. The program enabled risk organization teams to make progress on... View Details
    Keywords: Leadership; Risk Management; Leading Change; Organizational Culture; Decision Making; Banking Industry; Sweden
    Related
    • August 2016 (Revised January 2020)
    • Case

    Breakfast at the Paramount

    By: Ryan W. Buell
    The Paramount is a 44-seat diner on Charles Street in the Beacon Hill neighborhood of Boston. A frequent "Best of Boston" award winner, the restaurant is a perennial favorite among locals and tourists, particularly for brunch on the weekends, when lines often stretch... View Details
    Keywords: Food; Management Practices and Processes; Service Delivery; Service Industry; Service Industry; Boston
    Related
    • January 2019 (Revised October 2019)
    • Case

    Rural Taobao: Alibaba's Expansion into Rural E-Commerce

    By: Tarun Khanna, Ryan Allen, Adam Frost and Wesley Koo
    Alibaba's Rural Taobao initiative had been launched in 2014 as a public service initiative to increase e-commerce adoption in China’s remote rural areas. In the first two iterations of the initiative, dubbed “1.0” and “2.0,” Alibaba had partnered with local businesses... View Details
    Keywords: Strategy; Business Growth; Ecommerce; Corporate Social Responsibility; Business And Government; Emerging Market; Digital Platforms; Internet and the Web; Emerging Markets; Rural Scope; Growth and Development Strategy; Competitive Strategy; Corporate Social Responsibility and Impact; Business and Government Relations; Decision Making; E-commerce; China
    Related
    • December 2002 (Revised February 2005)
    • Case

    Cap Gemini Ernst & Young (A): A Global Merger

    By: Ashish Nanda
    French IT consulting giant Cap Gemini is poised to purchase the consulting arm of Ernst & Young, a U.S.-based Big 5 accounting firm. In doing so, many differences need to be resolved, including negotiating with Ernst & Young entities all over the world as well as... View Details
    Keywords: Negotiation; Multinational Firms and Management; Mergers and Acquisitions; Cross-Cultural and Cross-Border Issues; Information Technology Industry; Information Technology Industry; France
    Related
    • Spring 2016
    • Article

    Net Neutrality: A Fast Lane to Understanding the Tradeoffs

    By: Shane Greenstein, Martin Peitz and Tommaso Valletti
    The last decade has seen a strident public debate about the principle of "net neutrality." The economic literature has focused on two definitions of net neutrality. The most basic definition of net neutrality is to prohibit payments from content providers to internet... View Details
    Keywords: Internet and the Web; Policy
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    • May 2016 (Revised January 2018)
    • Case

    Airbnb, Etsy, Uber: Acquiring the First Thousand Customers

    By: Thales S. Teixeira and Morgan Brown
    By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to match suppliers of assets for rent, physical products or services with customers demanding them. Among the most notable... View Details
    Keywords: Airbnb; Etsy; Uber; Growth Hacking; Two-sided Market; Internet and the Web; Marketing Strategy; Digital Platforms; Digital Marketing; Business Startups; Transportation Industry; Transportation Industry
    Related
    • February 2025
    • Case

    Luca de Meo at Renault Group (A)

    By: Emily Truelove, Linda A. Hill and Lydia Begag
    When Luca de Meo became CEO of Renault Group in 2020, the 122-year-old French automaker faced financial challenges and the double technological disruption of the automotive industry: the shift to electric vehicles (EVs) and the rise of software-defined vehicles (SDVs).... View Details
    Keywords: Change Management; Transformation; Transition; Interpersonal Communication; Forms of Communication; Talent and Talent Management; Experience and Expertise; Customer Value and Value Chain; Decision Making; Economic Growth; Financial Crisis; Alternative Energy; Engineering; Global Strategy; Governance; Digital Transformation; Digital Strategy; Technology Adoption; Disruptive Innovation; Technological Innovation; Innovation Leadership; Collaborative Innovation and Invention; Leading Change; Leadership Development; Leadership Style; Crisis Management; Management Skills; Business Processes; Organizational Culture; Organizational Structure; Performance Efficiency; Transportation; Auto Industry; Auto Industry; Auto Industry; Auto Industry; Auto Industry; France; Europe; China
    Related
    • November 2015 (Revised May 2016)
    • Case

    Aspiring Minds

    By: Karim R. Lakhani, Marco Iansiti and Christine Snively
    By 2015, India-based employment assessment and certification provider Aspiring Minds had helped facilitate over 300,000 job matches through its assessment tools. Aspiring Minds' flagship product, the Aspiring Minds Computer Adaptive Test (AMCAT), used machine learning... View Details
    Keywords: Information Technology; Strategy; Higher Education; Technological Innovation; Employment; Technology Industry; India; China
    Related
    • 19 Jul 2004
    • Research & Ideas

    Your Customers: Use Them or Lose Them

    her course for Harvard MBA students, Managing Service Operations, which explores interactions between firms and customers. Defy Conventional Wisdom Commerce Bank entered a mature industry where the overall... View Details
    Keywords: by Martha Lagace
    • September 1991 (Revised January 1997)
    • Case

    Manzana Insurance: Fruitvale Branch (Abridged)

    By: Steven C. Wheelwright
    Deals with performance assessment and improvement of a service operation in the insurance industry, a market that is highly sensitive to response time. Two branch offices in direct competition are described, and the impact of response time on performance is suggested.... View Details
    Keywords: Business Offices; Decision Choices and Conditions; Time Management; Service Operations; Performance Evaluation; Competition; Insurance Industry
    Related
    • February 1989 (Revised August 1989)
    • Case

    Portman Hotel Co.

    A brand new hotel has opened with a new service strategy: import to America Asian-style service using a butler-like employee group called the personal valets. To achieve this high level of service, the hotel has paid great attention to its human resource policies,... View Details
    Keywords: Business or Company Management; Service Delivery; Employees; Accommodations Industry; Asia; North America
    Related
    • July 2009 (Revised January 2014)
    • Case

    Alacra, Inc.

    By: Lynda M. Applegate and Aldo Sesia
    In 2009, the CEO of Alacra, a venture-backed information services firm that provides customized data primarily to financial services firms, must decide how to respond to the global economic crisis. View Details
    Keywords: Financial Crisis; Entrepreneurship; Crisis Management; Information Industry
    Related
    • February 1998 (Revised May 2007)
    • Case

    Airborne Express

    By: Jan W. Rivkin
    In the wake of a highly successful quarter, senior managers of Airborne Express, the third largest player in the express mail industry, review the firm's competitive position. Airborne has survived, and recently prospered, in an industry with significant economies of... View Details
    Keywords: Competition; Business Strategy; Partners and Partnerships; Global Strategy; Rank and Position; Service Industry
    Related
    • January 2022
    • Case

    Somatus: Value-Based Kidney Care (A)

    By: Ariel D. Stern, Robert S. Huckman and Sarah Mehta
    When Dr. Ikenna Okezie founded Somatus, a value-based kidney care provider, his goal had been nothing short of transforming kidney care delivery in the United States. Rather than relying on dialysis, a costly and intensive treatment for late-stage kidney disease, the... View Details
    Keywords: Business Startups; Disruption; Entrepreneurship; Health; Health Care and Treatment; Health Disorders; Medical Specialties; Innovation and Invention; Disruptive Innovation; Management; Strategy; Business Strategy; Value; Value Creation; Health Industry; United States; Virginia
    Related
    • 2010
    • Article

    Competing against Online Sharing

    By: Ramon Casadesus-Masanell and Andres Hervas-Drane
    This paper aims to explore online sharing of copyrighted content over peer-to-peer (p2p) file sharing networks and its impact on the music industry and to assess the viable business models for the industry in the future. View Details
    Keywords: Consumers; Computer Networks; Resource Sharing; Online Operations; Internet and the Web; Copyright; Networks; Business Model; Music Industry
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