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March 2008 (Revised March 2009)
Case

Transforming AMFAM

By: Rakesh Khurana, Rajiv Lal and Cathy Ross

On a winter day in December 2007 at the American Family Mutual Insurance Company (AMFAM) headquarters in Madison, Wisconsin, Dave Anderson and Jack Salzwedel remained in the conference room after the senior management meeting had concluded. Anderson, CEO of AMFAM since... View Details

Keywords: Customer Focus and Relationships; Governing and Advisory Boards; Marketing; Mission and Purpose; Strategic Planning; Insurance Industry; United States

October 1997 (Revised July 1999)
Case

Best Buy

By: V. Kasturi Rangan and Balaji Chakravarthy

Documents the evolution of Best Buy, an electronics retailer, from its founding in 1966 to its very successful "Concept 2" strategy in 1996, boosting its sales ($7.2 billion) past industry #1 Circuit City. Its CEO Richard Schulze offers a new vision (Concept 3) to... View Details

Keywords: History; Business Model; Competitive Strategy; Adaptation; Customer Focus and Relationships; Customization and Personalization; Retail Industry

October 1995
Teaching Note

Procter & Gamble: Improving Consumer Value Through Process Design TN

By: F. Warren McFarlan

Teaching Note for (9-195-126). View Details

Keywords: Customer Value and Value Chain; Customer Focus and Relationships; Distribution Channels; Information Technology; Value Creation; Logistics; Management Practices and Processes; Consumer Products Industry

2013
Chapter

Gender Bender Brand Hijacks and Consumer Revolt: The Porsche Cayenne Story

Throughout history, marketers have created gendered brands, creating their brands and the stories they crafted about them in their advertising to appeal either to men or to women. Gendered brands deliver value to consumers, and therefore, deliver value to marketers.... View Details

Keywords: Consumer Behavior; Brands; Brand Positioning; Brand Equity; Brand Management; Advertising Campaigns; Customer Focus and Relationships; Marketing; Brands and Branding; Marketing Strategy; Auto Industry; Consumer Products Industry

2008
Book

Business Market Management: Understanding, Creating, and Delivering Value

By: James C. Anderson, James A. Narus and Das Narayandas

For business-to-business marketing courses. The authors build the book around a framework of understanding, creating, and delivering value. View Details

Keywords: Customer Relationship Management; Customer Value and Value Chain; Cross-Cultural and Cross-Border Issues; Marketing; Marketing Strategy; Business Processes; Value

November 2009 (Revised March 2013)
Case

Miles Everson at PricewaterhouseCoopers

By: Robert G. Eccles and David Lane

Miles Everson, a partner at PricewaterhouseCoopers (PwC), is the Global Engagement Partner (GEP) for a large U.S. financial institution and about to take over this role for a much larger global financial institution. The GEP role is a critical one at PwC. GEPs have... View Details

Keywords: Experience and Expertise; Customer Relationship Management; Globalized Firms and Management; Managerial Roles; Consulting Industry

November 1993 (Revised November 1994)
Case

Molding the Impossible: the NYPRO/Vistakon Disposable Contact Lens Project

By: Clayton M. Christensen

NYPRO, Inc., one of the world's leading manufacturers of plastic injection-molded products, is asked by the Vistakon Division of Johnson & Johnson to manufacture molds that Vistakon will use to produce disposable contact lenses. The required dimensional tolerances for... View Details

Keywords: Customer Relationship Management; Engineering; Management Practices and Processes; Product Development; Production; Groups and Teams; Manufacturing Industry; Medical Devices and Supplies Industry

2000
Chapter

Strategies of Consumer Group Mobilization

By: Gunnar Trumbull

Keywords: Customer Relationship Management; Consumer Behavior; Marketing Strategy; Groups and Teams

March 2024
Case

Unintended Consequences of Algorithmic Personalization

By: Eva Ascarza and Ayelet Israeli

“Unintended Consequences of Algorithmic Personalization” (HBS No. 524-052) investigates algorithmic bias in marketing through four case studies featuring Apple, Uber, Facebook, and Amazon. Each study presents scenarios where these companies faced public criticism for... View Details

Keywords: Race; Gender; Marketing; Diversity; Customer Relationship Management; Prejudice and Bias; Customization and Personalization; Technology Industry; Retail Industry; United States

June 2014
Case

Making Progress at IDEO

By: Teresa M. Amabile and Katrina Flanagan

This case focuses on different types of client relationships at IDEO, the value of these relationships for IDEO and clients, and the implications for IDEO designers' everyday experience of work. As new types of client work have shifted away from the more classic design... View Details

Keywords: Organizational Change and Adaptation; Motivation and Incentives; Employees; Customer Focus and Relationships; Service Industry

February 2009 (Revised November 2010)
Case

Marquee: The Business of Nightlife

By: Anita Elberse, Ryan Barlow and Sheldon Wong

In December 2008, nightlife impresario Noah Tepperberg is celebrating the fifth anniversary of his New York City nightclub Marquee. While most clubs are over within their first one-and-a-half years, Tepperberg has succeeded in keeping Marquee one of NYC's hottest clubs... View Details

Keywords: Business Growth and Maturation; Customer Focus and Relationships; Cost; Marketing Strategy; Competition; Entertainment and Recreation Industry; New York (city, NY)

April 1998 (Revised January 2000)
Case

Pioneer Hi-Bred International, Inc.: Supply Management

By: Francis Aguilar, Paul Clark and Xin Xi He

This case depicts the supply-management practices--including planning, production, and distribution--at Pioneer Hi-Bred International, the world's leader in the genetically engineered hybrid crop-seed industry. Set in the context of a supply-management planning... View Details

Keywords: Plant-Based Agribusiness; Production; Distribution; Marketing Strategy; Customer Focus and Relationships; Logistics; Planning; Agriculture and Agribusiness Industry; Biotechnology Industry

May 2024 (Revised May 2024)
Case

Market by Met Council: Revolutionizing Food Pantries in the Digital Age

By: Elisabeth Paulson and Michael W. Toffel

In fall 2023, the Food Program of Met Council—America’s largest Jewish charity dedicated to fighting poverty—completed the rollout of the newest version of its digital pantry platform to twelve food pantries in the Met Council food pantry network. The digital... View Details

Keywords: Customer Focus and Relationships; Digital Transformation; Nonprofit Organizations; Service Operations; Human Needs

September 2020 (Revised July 2022)
Supplement

Spreadsheet Supplement to Artea (B) and (C)

By: Eva Ascarza and Ayelet Israeli

Spreadsheet Supplement to "Artea (B): Including Customer-level Demographic Data" and "Artea (C): Potential Discrimination through Algorithmic Targeting" View Details

Keywords: Gender; Race; Diversity; Marketing; Customer Relationship Management; Demographics; Prejudice and Bias; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States

April 2010
Case

Bill Nichol Negotiates with Walmart: Hard Bargains over Soft Goods (A)

By: James K. Sebenius and Ellen Knebel

CEO Bill Nichol must somehow negotiate a surprise ultimatum from Walmart, his largest customer, about his largest and most profitable product line: “We're dropping it.” Among its hosiery products, the Kentucky Derby Hosiery Co. produces and sells a branded line of... View Details

Keywords: Customer Relationship Management; Crisis Management; Negotiation Tactics; Conflict Management; Apparel and Accessories Industry; North America

September 2004 (Revised January 2005)
Case

IBM: Ordering Midrange Computers in Europe

IBM Europe is trying to expand business-to-business (B2B) efforts with its large distributors of midrange systems. These efforts aim to automate many transactions and business processes, removing the need for human involvement. IBM has completed an initial project with... View Details

Keywords: Customer Relationship Management; Information Technology; Information Infrastructure; Marketing Channels; Distribution Channels; Information Technology Industry; Computer Industry; Germany; United States

27 Feb 2020
Sharpening Your Skills

How Following Best Business Practices Can Improve Health Care

Harvard Business School spends a significant amount of research funds each year on the health care industry, answering questions such as: How can the business of health care be made more efficient? What can a business do to motivate employees to take better care of... View Details

Keywords: by Sean Silverthorne; Health; Medical Devices & Supplies

October 2004 (Revised March 2005)
Case

Citizens Bank

By: Rajiv Lal and Arar Han

In November 2004, Larry Fish, chairman of Citizens Bank, is wondering about the challenges posed by the latest and largest acquisition in the history of the bank. Fish has always believed that the success of Citizens thus far was facilitated by the credo he introduced... View Details

Keywords: Acquisition; Change Management; Customer Focus and Relationships; Employees; Leading Change; Performance Effectiveness; Banking Industry

2024
Article

Effects of a Real-Time Information-Based Intervention on Physician Prescribing Behavior

By: Olivia Zhao and Anna D Sinaiko

High out-of-pocket (OOP) prices for prescription drugs create financial difficulties for patients, and cost-related underuse of medications can adversely patient health. Simultaneously, many physicians report a willingness to address affordability concerns with... View Details

Keywords: Price; Health Care and Treatment; Communication Technology; Technology Adoption; Customer Focus and Relationships; Health Industry

Register to Read

September 2013
Case

SafeBlend Fracturing

By: Benson P. Shapiro, Frank V. Cespedes and Alisa Zalosh

The CEO of SafeBlend Technologies must set a price for the company's environmentally friendly fracturing fluid additive. The firm is negotiating a new contract with its biggest client, Bristol Natural Gas. For the last two years, SafeBlend has been the sole provider of... View Details

Keywords: Information Technology; Customer Relationship Management; Price; Negotiation; Competitive Advantage; Environmental Sustainability; Energy Sources; Sales; Energy Industry

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