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- All HBS Web
(2,233)
- People (4)
- News (626)
- Research (1,308)
- Events (7)
- Multimedia (1)
- Faculty Publications (660)
- September 1999 (Revised September 1999)
- Case
Convergys Corporation
By: Stephen P. Bradley and Kelley Porter
Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details
- 01 Feb 2001
- News
The Third Force: Indispensable to Society, Nonprofits Should Redirect Oversight Efforts
purposes. They can provide effective and efficient services, but they have a short-term focus and, appropriately, go where the money is. After all, that is their obligation to their stockholders." Herzlinger noted that, unlike business... View Details
Keywords: Health, Social Assistance
- 01 Dec 2020
- News
New News
it requires media companies to go after as many eyeballs as possible, to Snigdha’s earlier point. We chose subscription because it allows us to focus 100 percent on the user experience, ease of consumption, and fact-first news. SS: I felt... View Details
- 25 Aug 2022
- News
Labs Enable Large-scale Research
is conducted at the School. The labs will drive foundational and applied research in six topical areas that address key business and societal challenges of the new digital world. Faculty members from across Harvard, serving as principal investigators, set the vision... View Details
- Web
Strategy in Emerging Economies - Institute For Strategy And Competitiveness
in Emerging Economies Strategy is important for companies operating in developing and emerging economies. These businesses face distinct challenges and need to adopt a new approach if they want to be successful and stay relevant in... View Details
- 22 Dec 2003
- Research & Ideas
How to Build a Better Board
that corporate governance activists focus on things that can be seen from the outside. The reality is that what makes boards effective—and this is the point we make in the book over and over again—is the behavior of the directors inside... View Details
Keywords: by Martha Lagace
- Fall 2014
- Article
How to Win in an Omnichannel World
By: David R. Bell, Santiago Gallino and Antonio Moreno
The omnichannel environment presents new challenges and opportunities for both information and product fulfillment. While all retailers need to effectively and efficiently manage fulfillment and information provision, there are important nuances to how this happens,... View Details
Keywords: Supply Chain Management; Customer Relationship Management; Marketing; Marketing Strategy; United States
Bell, David R., Santiago Gallino, and Antonio Moreno. "How to Win in an Omnichannel World." MIT Sloan Management Review 56, no. 1 (Fall 2014): 45–53.
- July 2010 (Revised March 2013)
- Case
Heidrick & Struggles and Standard Chartered Bank: Managing Global Key Accounts
By: Robert G. Eccles and Kerry Herman
Daren Kemp, a partner at leadership consultancy and executive search firm Heidrick & Struggles, is responsible for the firm's relationship with Standard Chartered Bank (Standard Chartered). Standard Chartered is one of 94 companies in Heidrick's strategic partners... View Details
Keywords: Customer Relationship Management; Service Delivery; Partners and Partnerships; Business Strategy; Consulting Industry; Employment Industry
Eccles, Robert G., and Kerry Herman. "Heidrick & Struggles and Standard Chartered Bank: Managing Global Key Accounts." Harvard Business School Case 411-011, July 2010. (Revised March 2013.)
- Profile
Evgeny Koudryavtsev
successful entrepreneurs came to talk to us about bringing their businesses to the next level. I was struck by how much room for development most of the businesses had in terms of top-line growth and operational improvements." His... View Details
- 01 Oct 2002
- News
Karen Gordon Mills
with a group of other investment professionals, has $250 million under management and specializes in later-stage invest-ments in companies that could use a boost in capital to grow substantially. “Our operating philosophy is to invest... View Details
- Web
An Educated Investment | Social Enterprise | Harvard Business School
Executive Education course Strategic Perspectives in Nonprofit Management (SPNM) because, “To lead such significant scale and growth, I needed leadership training and support to reduce operational complexity and drive the organization... View Details
- 01 Dec 2015
- News
Research Brief: What Makes a Mobile Money Service Thrive in an Emerging Market?
Sachdev (MBA 2013) found that the companies that thrived shared five common traits. In a recent working paper, Lal and Sachdev lay out these best practices, which include an open and flexible regulatory structure, business models that View Details
Keywords: Erin Peterson
- 21 Oct 2002
- Research & Ideas
The Parable of the Bungled Baggage And the Unhappy Customer
said, "Would Professor Sasser meet the special service agent?"... I was feeling a little uncomfortable because I was going to talk about customer service and customer focus and these folks were really sort of showing me stuff... View Details
Keywords: by W. Earl Sasser
- 01 Jun 2015
- News
India Research Center: Connecting HBS to South Asia
Previously, the IRC was located in Mahindra Towers, courtesy of Anand Mahindra (MBA 1981), chairman of the Mahindra Group. The responsibilities of the IRC’s staff have evolved through the years, as have those at the other centers. Their original View Details
- Web
Field Course: Investing for Impact - Course Catalog
opportunity to understand the challenges and opportunities for community-based impact investing by conducting diligence on an operating company in the Boston area that is looking to access capital for growth. The View Details
- 15 Nov 2020
- News
Exploring China’s Belt & Road Initiative
Cizik Professor of Management Practice in Business Administration, the course was designed to help students understand the BRI from both an operations and a political-economy perspective. “China’s global efforts, especially its overseas... View Details
- November 2019
- Supplement
Kids & Company: Entering the U.S.
By: Boris Groysberg, Sarah Mehta and Matthew Preble
This video supplement pairs with “Kids & Company: Entering the U.S.” (case no. 418011). It contains eight individual clips that range in length from 5 to 12 minutes. Instructors can use the videos, either in whole or in part, as an additional teaching... View Details
Keywords: Early Childhood Education; Strategy; Growth and Development Strategy; Growth Management; Business Strategy; Competitive Strategy; Competitive Advantage; Expansion; Leadership; Marketing; Product Marketing; Brands and Branding; Service Delivery; Service Operations; Product Design; Product Development; Cross-Cultural and Cross-Border Issues; Selection and Staffing; Customer Focus and Relationships; Entrepreneurship; Service Industry; Canada; United States
Groysberg, Boris, Sarah Mehta, and Matthew Preble. "Kids & Company: Entering the U.S." Harvard Business School Multimedia/Video Supplement 420-704, November 2019.
- 01 Dec 2011
- News
At Your Service
care organization that has embraced the concept of tradeoffs with positive results. Some time ago, the Mayo Clinic decided to focus on the priority of reducing the amount of time patients wait to be seen. As a result, today you can get a... View Details
- September 2000
- Background Note
Professional Services Module Five: Serving Clients Effectively
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery. View Details
Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
- 19 Sep 2024
- Blog Post
A Day at Royal FloraHolland: The Epicenter of the Global Flower Market
hour after the sale is finalized. The Operational Might of RFH Royal FloraHolland's operational scale is truly breathtaking. Managing a network of 2,300 buyers, 3,400 members, and 4,800 suppliers, it... View Details