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      Customer ManagementRemove Customer Management →

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      • January 1999
      • Case

      State Street Corporation: Leading with Information Technology (B)

      By: Stephen P. Bradley and Kelley Porter
      With Multi-currency HORIZON, a real-time multi-currency accounting system that replaced the traditional batch-oriented single-currency accounting system, successfully launched, State Street Corp. (State Street) began to focus on growing the scope of its business... View Details
      Keywords: Accounting; Trends; Global Strategy; Growth and Development Strategy; Competitive Strategy; Information Technology; Value Creation; Financial Services Industry
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      Bradley, Stephen P., and Kelley Porter. "State Street Corporation: Leading with Information Technology (B)." Harvard Business School Case 799-034, January 1999.
      • 1999
      • Article

      Culture, Customers, and Contemporary Communism: Vietnamese Marketing Management Under Doi Moi

      By: Rohit Deshpandé and J. U. Farley
      Keywords: Economic Systems; Customers; Marketing; Management; Viet Nam
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      Deshpandé, Rohit, and J. U. Farley. "Culture, Customers, and Contemporary Communism: Vietnamese Marketing Management Under Doi Moi." Asian Journal of Marketing 7, no. 1 (1999): 4–18.
      • November 1998
      • Article

      Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation

      By: N. Narayandas
      Keywords: Measurement and Metrics; Management; Customer Focus and Relationships
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      Narayandas, N. "Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation." Journal of Service Research 1, no. 2 (November 1998).
      • October 1998 (Revised November 2001)
      • Case

      Boston Beer Company: Light Beer Decision

      By: Linda A. Cyr, Joseph B. Lassiter III and Michael J. Roberts
      Boston Beer's current light-beer offering, Boston Lightship, has not been successful, and a student team is charged with investigating the problem and recommending a strategy. Highlights issues around branding, target customer selection, and cannibalization, and... View Details
      Keywords: Problems and Challenges; Brands and Branding; Customers; Growth and Development Strategy; Marketing Strategy; Entrepreneurship; Food and Beverage Industry; Boston
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      Cyr, Linda A., Joseph B. Lassiter III, and Michael J. Roberts. "Boston Beer Company: Light Beer Decision." Harvard Business School Case 899-058, October 1998. (Revised November 2001.)
      • September 1998 (Revised March 1999)
      • Case

      Sun Microsystems and the N-tier Architecture

      By: Richard L. Nolan and Kelley Porter
      Sun Microsystems is a pioneer in networking computing. Sun's servers maintain a large market share and are considered highly scaleable. The case describes the n-tier architecture for building and managing large networks in which thousands of workers and customers are... View Details
      Keywords: Information Infrastructure; Information Technology; Technological Innovation; Business Strategy; Innovation Strategy; Information Technology Industry
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      Nolan, Richard L., and Kelley Porter. "Sun Microsystems and the N-tier Architecture." Harvard Business School Case 399-037, September 1998. (Revised March 1999.)
      • September 1998
      • Case

      Vanguard Group, Inc. (1998), The

      By: Andre F. Perold
      Since the beginning of 1997, Vanguard's assets under management have increased more than 60% from $240 billion to almost $400 billion, making it second in market share only to Fidelity. Vanguard views this success as another vindication of its low-cost strategy of... View Details
      Keywords: Asset Management; Cost Management; Investment Funds; Product; Service Operations; Performance Expectations; Competition; Consolidation; Expansion; Internet; Financial Services Industry
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      Perold, Andre F. "Vanguard Group, Inc. (1998), The." Harvard Business School Case 299-002, September 1998.
      • August 1998 (Revised July 2002)
      • Case

      Innovation at 3M Corporation (A)

      By: Stefan H. Thomke and Ashok Nimgade
      Describes how 3M Corp. introduces and learns a new and innovative methodology called Lead User research to understand future customer and market needs. A team from 3M's Medical-Surgical Markets Division applies the Lead User methodology to the field of surgical... View Details
      Keywords: Innovation and Management; Innovation Strategy; Managerial Roles; Marketing Strategy; Demand and Consumers; Market Timing; Product Development; Problems and Challenges; Business Strategy; Medical Devices and Supplies Industry
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      Thomke, Stefan H., and Ashok Nimgade. "Innovation at 3M Corporation (A)." Harvard Business School Case 699-012, August 1998. (Revised July 2002.)
      • August 1998 (Revised October 1998)
      • Background Note

      Note on Lead User Research

      By: Stefan H. Thomke and Ashok Nimgade
      Describes the Lead User concept and method (step-by-step) with brief examples from industrial practice. View Details
      Keywords: Customers; Management Practices and Processes; Industry Growth
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      Thomke, Stefan H., and Ashok Nimgade. "Note on Lead User Research." Harvard Business School Background Note 699-014, August 1998. (Revised October 1998.)
      • August 1998
      • Case

      Electronic Commerce at Air Products

      By: F. Warren McFarlan and Melissa Dailey
      In 1998,chief information officers (CIOs) in the highly competitive international gases and chemicals business faced the reality that electronic commerce capability was a strategic necessity. The results of annual surveys of technology officers in the chemical industry... View Details
      Keywords: Management Teams; Information Technology; Globalized Markets and Industries; Infrastructure; Internet and the Web; Technology Adoption; Business Strategy; Chemical Industry; United States
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      McFarlan, F. Warren, and Melissa Dailey. "Electronic Commerce at Air Products." Harvard Business School Case 399-035, August 1998.
      • June 1998 (Revised August 2001)
      • Case

      Wells Fargo Online Financial Services (A)

      By: Robert S. Kaplan and Nicole Tempest
      Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... View Details
      Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Banking Industry; Financial Services Industry
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      Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (A)." Harvard Business School Case 198-146, June 1998. (Revised August 2001.)
      • April 1998 (Revised January 2007)
      • Case

      Arrow Electronics, Inc.

      By: Das Narayandas
      Deals with the issue of cross-selling and managing a portfolio of products and services in business markets. Arrow/Schweber (A/S), a subsidiary of electronic parts distributor Arrow Electronics, has a portfolio of products that differ in the amount of value added by... View Details
      Keywords: Distribution Channels; Internet and the Web; Problems and Challenges; Change Management; Electronics Industry
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      Narayandas, Das. "Arrow Electronics, Inc." Harvard Business School Case 598-022, April 1998. (Revised January 2007.)
      • April 1998 (Revised November 1999)
      • Case

      Hambrecht & Quist

      By: Thomas J. DeLong and Nicole Tempest
      Hambrecht & Quist (H&Q), an investment bank headquartered in San Francisco, has a very unique culture relative to its Wall Street counterparts. Firm members and even competitors describe the culture as entrepreneurial, team-driven, non-bureaucratic, and... View Details
      Keywords: Mergers and Acquisitions; Corporate Entrepreneurship; Investment Banking; Growth and Development Strategy; Emerging Markets; Organizational Culture; Competitive Advantage; Banking Industry; San Francisco
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      DeLong, Thomas J., and Nicole Tempest. "Hambrecht & Quist." Harvard Business School Case 898-161, April 1998. (Revised November 1999.)
      • April 1998
      • Teaching Note

      Managing Customers for Profits (TN)

      By: Das Narayandas
      Teaching Note for (8249) and (8257). View Details
      Keywords: Customer Value and Value Chain; Profit; Customer Relationship Management
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      Narayandas, Das. "Managing Customers for Profits (TN)." Harvard Business School Teaching Note 598-072, April 1998.
      • April 1998
      • Case

      Compaq, 1998

      By: Steven C. Wheelwright and Matt Verlinden
      In 1997, Compaq Computer Corp. had become a $25 billion powerhouse. It had accomplished its revenue growth projections, successfully made a number of strategic acquisitions, and increased its gross margins, principally by moving up market into servers, workstations,... View Details
      Keywords: Mergers and Acquisitions; Transformation; Customer Relationship Management; Profit; Revenue; Growth and Development Strategy; Brands and Branding; Distribution Channels; Alliances; Customization and Personalization; Computer Industry
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      Wheelwright, Steven C., and Matt Verlinden. "Compaq, 1998." Harvard Business School Case 698-094, April 1998.
      • April 1998 (Revised February 2001)
      • Case

      CBS Evening News

      By: Jeffrey F. Rayport
      The CBS Evening News looks for options for growth of the franchise. This case discusses CBS's main competitors and their positioning in the evening news market, as well as the history and operations of the CBS Evening News. View Details
      Keywords: Customer Relationship Management; Competition; Business Growth and Maturation; Media; Media and Broadcasting Industry; United States
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      Rayport, Jeffrey F., Dickson Louie, Michelle Toth, and Carrie Ardito. "CBS Evening News." Harvard Business School Case 898-086, April 1998. (Revised February 2001.)
      • March 1998 (Revised April 1998)
      • Case

      Lehigh Steel

      By: V.G. Narayanan and Laura Donohue
      Lehigh Steel is a specialty steel manufacturer that plummeted from record profits to record losses in less than three years, driven by an inability to distinguish between profitable and unprofitable business. The scale and growth of service activities and overhead... View Details
      Keywords: Measurement and Metrics; Product; Cost; Activity Based Costing and Management; Profit; Accounting; Corporate Finance; Steel Industry
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      Narayanan, V.G., and Laura Donohue. "Lehigh Steel." Harvard Business School Case 198-085, March 1998. (Revised April 1998.)
      • March 1998 (Revised October 2001)
      • Case

      Teradyne: Corporate Management of Disruptive Change

      By: Joseph L. Bower
      Two cases deal with the introduction of a new product to Teradyne's line of semiconductor test equipment. This case deals with the problems facing the head of a start-up division responsible for developing and bringing to market a new product based on technology deemed... View Details
      Keywords: Business Startups; Disruption; Management; Market Entry and Exit; Product; Problems and Challenges; Competitive Strategy; Corporate Strategy; Technology
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      Bower, Joseph L. "Teradyne: Corporate Management of Disruptive Change." Harvard Business School Case 398-121, March 1998. (Revised October 2001.)
      • January 1998
      • Case

      Frontgate Catalog

      By: Jeffrey F. Rayport
      Frontgate is a high-end, Lebanon, Ohio-based catalog business. The decision makers are trying to determine how much financial and personnel resources to invest in the development of a Web site. The decision is being made in light of branding issues and competitor's Web... View Details
      Keywords: Customer Relationship Management; Competition; Internet and the Web; Brands and Branding; Retail Industry; Ohio
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      Rayport, Jeffrey F., and Carrie Ardito. "Frontgate Catalog." Harvard Business School Case 898-080, January 1998.
      • January 1998
      • Case

      Connecticut Spring and Stamping Corporation (B)

      By: H. Kent Bowen, Massimo Russo and Steven J. Spear
      Connecticut Spring and Stamping Corp. (CSSC), a 50-year-old spring manufacturing and metal stamping firm, is experiencing slow sales growth and feeling the impact of global competition. The company has over 800 customers but little understanding of those customers'... View Details
      Keywords: Globalization; Competency and Skills; Organizational Change and Adaptation; Production; Customer Relationship Management; Quality; Training; Performance Efficiency; Cost Management; Sales; System
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      Bowen, H. Kent, Massimo Russo, and Steven J. Spear. "Connecticut Spring and Stamping Corporation (B)." Harvard Business School Case 698-038, January 1998.
      • January 1998 (Revised May 1999)
      • Case

      General Scanning, Inc. (A)

      By: H. Kent Bowen, Sean McClenaghan and Charles Tillen
      General Scanning, Inc. was founded by Jean Montagu and Pierre Brosens, two MIT mechanical engineers with an interest in developing innovative products based on the early application of lasers. They invented proprietary technology for laser beam positioning and scanning... View Details
      Keywords: Transition; Entrepreneurship; Management Practices and Processes; Product Development; Strategic Planning; Research and Development; Risk and Uncertainty; Commercialization; Manufacturing Industry
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      Bowen, H. Kent, Sean McClenaghan, and Charles Tillen. "General Scanning, Inc. (A)." Harvard Business School Case 698-036, January 1998. (Revised May 1999.)
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