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      • Faculty Publications  (1,220)

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      • 1995
      • Working Paper

      Managing Marketing by the Customer Equity Criterion

      By: Robert C. Blattberg and John Deighton
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      Blattberg, Robert C., and John Deighton. "Managing Marketing by the Customer Equity Criterion." Harvard Business School Working Paper, No. 96-017, October 1995.
      • September 1995 (Revised October 1995)
      • Case

      Loblaw Companies Limited: Differentiation in the 90s and Beyond

      By: Ray A. Goldberg, Thomas N. Urban Jr and Jane L. Wertz
      Loblaw wants to develop long-term relationships with its customers and is testing a variety of strategies to do this. View Details
      Keywords: Customer Relationship Management; Decision Choices and Conditions; Business or Company Management; Marketing Strategy
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      Goldberg, Ray A., Thomas N. Urban Jr, and Jane L. Wertz. "Loblaw Companies Limited: Differentiation in the 90s and Beyond." Harvard Business School Case 596-030, September 1995. (Revised October 1995.)
      • August 1995 (Revised October 1996)
      • Case

      IDS Financial Services (Condensed)

      By: John A. Deighton
      Highlights the decision that must be made on balancing customer acquisition and retention and de-emphasizing the structural issues involved in administering the independent contractor sales force. View Details
      Keywords: Customers; Customer Focus and Relationships; Decisions; Corporate Governance; Salesforce Management; Financial Services Industry
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      Deighton, John A. "IDS Financial Services (Condensed)." Harvard Business School Case 596-045, August 1995. (Revised October 1996.) (request a courtesy copy.)
      • June 1995 (Revised September 2019)
      • Teaching Note

      Richardson Sheffield

      By: Christopher A. Bartlett and Ashish Nanda
      This note was prepared to aid instructors in the use of "Richardson Sheffield," HBS No. 392-089. The case traces Bryan Upton’s 20-plus years as managing director of a Sheffield-based cutlery company and describes the strategic and organizational actions he took to... View Details
      Keywords: Development; General Management; Human Resources; Management; Leadership; Strategy; United Kingdom
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      Bartlett, Christopher A., and Ashish Nanda. "Richardson Sheffield." Harvard Business School Teaching Note 395-212, June 1995. (Revised September 2019.)
      • April 1995 (Revised April 1995)
      • Case

      Pillsbury: Customer Driven Reengineering

      By: Robert S. Kaplan
      Pillsbury is transforming itself from an integrated producer of flour and bakery products to a value-added supplier of premium branded products. After initial successes applying activity-based costing to manufacturing operations, two senior executives decide to... View Details
      Keywords: Organizational Change and Adaptation; Production; Cost Management; Activity Based Costing and Management; Customer Value and Value Chain; Food and Beverage Industry
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      Kaplan, Robert S. "Pillsbury: Customer Driven Reengineering." Harvard Business School Case 195-144, April 1995. (Revised April 1995.)
      • April 1995 (Revised December 1997)
      • Case

      Silicon Graphics, Inc. (A)

      By: Marco Iansiti and Ellen Stein
      Based on a Silicon Valley company that has developed the capability to compete in a rapidly growing, highly turbulent environment. This capability hinges on its flexible and rapid development process, which the case characterizes in detail. Focuses on the development... View Details
      Keywords: Product Development; Information Infrastructure; Product Launch; Managerial Roles; Expansion; Design; Applications and Software; Computer Industry; Electronics Industry; California
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      Iansiti, Marco, and Ellen Stein. "Silicon Graphics, Inc. (A)." Harvard Business School Case 695-061, April 1995. (Revised December 1997.)
      • March 1995 (Revised April 1997)
      • Case

      Co-operative Bank, The

      By: Robert S. Kaplan and Srikant M. Datar
      A British bank with strong roots in the cooperative movement encounters declining profitability in an increasingly competitive and deregulated financial services industry. It attempts to grow by broadening its customer base and increasing the range of products and... View Details
      Keywords: Product; Competition; Expansion; Cost Management; Activity Based Costing and Management; Profit; Banking Industry; Financial Services Industry
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      Kaplan, Robert S., and Srikant M. Datar. "Co-operative Bank, The." Harvard Business School Case 195-196, March 1995. (Revised April 1997.)
      • February 1995 (Revised June 1999)
      • Case

      Chemical Bank: Implementing the Balanced Scorecard

      By: Robert S. Kaplan and Norman Klein
      The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business. It wishes to implement a new strategy to become a preferred financial service provider to target customer groups.... View Details
      Keywords: Balanced Scorecard; Adoption; Growth and Development Strategy; Communication Strategy; Customer Relationship Management; Management Systems; Performance Evaluation; Banks and Banking; Measurement and Metrics; Banking Industry
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      Kaplan, Robert S., and Norman Klein. "Chemical Bank: Implementing the Balanced Scorecard." Harvard Business School Case 195-210, February 1995. (Revised June 1999.)
      • January 1995 (Revised October 1995)
      • Case

      Citibank: Global Customer Management

      By: Michael Y. Yoshino and Thomas W. Malnight
      Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets and regions, varying from autonomous national affiliates to an industry/product-based structure in its domestic U.S.... View Details
      Keywords: Customer Focus and Relationships; Global Range; Cross-Cultural and Cross-Border Issues; Multinational Firms and Management; SWOT Analysis; Emerging Markets; Banking Industry; United States
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      Yoshino, Michael Y., and Thomas W. Malnight. "Citibank: Global Customer Management." Harvard Business School Case 395-142, January 1995. (Revised October 1995.)
      • November 1994 (Revised May 1998)
      • Background Note

      Strategic Sales Management: A Boardroom Issue

      By: Benson P. Shapiro, Stephen X. Doyle and Adrian J. Slywotsky
      Explains why sales management has become an increasingly important and complex topic for top managers. Demonstrates the financial impact of a superior salesforce and then describes a way to gain superiority. The focus is on a salesforce that is responsive to customer... View Details
      Keywords: Salesforce Management; Strategy
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      Shapiro, Benson P., Stephen X. Doyle, and Adrian J. Slywotsky. "Strategic Sales Management: A Boardroom Issue." Harvard Business School Background Note 595-018, November 1994. (Revised May 1998.)
      • November 1994 (Revised October 2011)
      • Background Note

      Innovation: A Customer-Driven Approach

      By: Marco Iansiti, Thomas J. Kosnik and Ellen Stein
      Provides a selection of methodologies for the investigation of user needs, concept development, and product design. View Details
      Keywords: Customer Relationship Management; Product Design
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      Iansiti, Marco, Thomas J. Kosnik, and Ellen Stein. "Innovation: A Customer-Driven Approach." Harvard Business School Background Note 695-016, November 1994. (Revised October 2011.)
      • November 1994 (Revised August 1997)
      • Case

      TV Guide (A)

      By: Jeffrey F. Rayport
      TV Guide is the largest magazine in the United States and is attaining record profitability. This case details the economics of TV Guide's success by studying its advertiser and reader relationships. Presents a detailed look at how a large magazine manages all aspects... View Details
      Keywords: Journals and Magazines; Customers; Marketing Strategy; Advertising; Publishing Industry; United States
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      Rayport, Jeffrey F., and Steven M. Salzinger. "TV Guide (A)." Harvard Business School Case 395-031, November 1994. (Revised August 1997.)
      • October 1994 (Revised March 1999)
      • Case

      Ritz-Carlton: Using Information Systems to Better Serve the Customer

      By: W. Earl Sasser, Thomas O. Jones and Norman Klein
      Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
      Keywords: Competency and Skills; Customer Satisfaction; Training; Recruitment; Service Delivery; Supply Chain Management; Luxury; Balance and Stability; Information Technology
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      Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)
      • September 1994
      • Teaching Note

      Bose Corporation: The JIT II Program (A), (B), (C), (D), and Videotape TN

      By: Roy D. Shapiro and Bruce Isaacson
      Teaching Note for (9-694-001), (9-694-002), (9-694-003), (9-694-004), and (9-695-504). View Details
      Keywords: Distribution Channels; Customer Relationship Management
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      Shapiro, Roy D., and Bruce Isaacson. "Bose Corporation: The JIT II Program (A), (B), (C), (D), and Videotape TN." Harvard Business School Teaching Note 695-017, September 1994.
      • September 1994 (Revised October 2002)
      • Case

      Citibank: Launching the Credit Card in Asia Pacific (A)

      By: V. Kasturi Rangan
      Consumer Bank pondered the possibilities of launching a credit card in the Asia Pacific region. The bank's New York headquarters, and several of its country managers in the region, were not enthusiastic. But others were supportive because of the opportunity to expand... View Details
      Keywords: Product Launch; Service Operations; Value Creation; Customer Focus and Relationships; Trade; Business Strategy; Expansion; Laws and Statutes; Banking Industry; Asia; New York (city, NY)
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      Rangan, V. Kasturi. "Citibank: Launching the Credit Card in Asia Pacific (A)." Harvard Business School Case 595-026, September 1994. (Revised October 2002.)
      • 1994
      • Chapter

      Customer Transaction Databases: Present Status and Prospects

      By: J. A. Deighton, Don Peppers and Martha Rogers
      Keywords: Customers; Market Transactions; Information Management; Data and Data Sets
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      Deighton, J. A., Don Peppers, and Martha Rogers. "Customer Transaction Databases: Present Status and Prospects." In The Marketing Information Revolution, edited by Robert C. Blattberg, Rashi Glazer, and John Little. Cambridge: Marketing Science Institute, 1994.
      • July 1994
      • Background Note

      Note on Retail Organizations

      By: David E. Bell
      Describes a typical organizational structure for retailers and discusses duties of various individuals such as buyer, category manager, etc. View Details
      Keywords: Customers; Managerial Roles; Organizational Structure; Retail Industry
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      Bell, David E. "Note on Retail Organizations." Harvard Business School Background Note 595-009, July 1994.
      • June 1994 (Revised September 1994)
      • Background Note

      Beating the Commodity Magnet

      By: V. Kasturi Rangan and George T. Bowman
      All markets follow a cycle of growth and maturity, then commoditization and decline. This note argues that while commoditization of an industry may seem inevitable, the better managed firms find a way to make money in the commodity cycle. These firms know how and when... View Details
      Keywords: Goods and Commodities; Financial Markets; Competitive Strategy; Financial Services Industry
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      Rangan, V. Kasturi, and George T. Bowman. "Beating the Commodity Magnet." Harvard Business School Background Note 594-122, June 1994. (Revised September 1994.)
      • June 1994
      • Background Note

      Scope and Challenge of Business-to-Business Marketing

      By: V. Kasturi Rangan
      Identifies six key linkages that distinguish business-to-business marketing; three with respect to the external environment (i.e., derived demand, complex buying process, and concentrated customer base) and three with respect to the internal organization (emphasis on... View Details
      Keywords: Marketing; Customers; Demand and Consumers; Organizational Structure; Order Taking and Fulfillment; Technology
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      Rangan, V. Kasturi. "Scope and Challenge of Business-to-Business Marketing." Harvard Business School Background Note 594-125, June 1994.
      • May 1994
      • Background Note

      Designing Channels of Distribution

      By: V. Kasturi Rangan
      Presents a framework and a method for addressing the new product channel choice decision. Offers a six-step method that involves: 1) disaggregating and prioritizing a distribution channel by customers' channel function requirements; 2) obtaining and combining... View Details
      Keywords: Distribution Channels; Framework; Cost; Customers; Cost vs Benefits; Management
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      Rangan, V. Kasturi. "Designing Channels of Distribution." Harvard Business School Background Note 594-116, May 1994.
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