Proactive Churn Management - Publications - Faculty & Research

21 Jul 2003
Research & Ideas

Don’t Get Buried in Customer Data—Use It

With the advent of customer relationship management (CRM) in the late 1990s, companies came to believe that by using technology to tailor their offerings to individual consumers' needs, customer loyalty—and company profits—would... View Details

Keywords: by Jean Ayers

07 Feb 2022
Research & Ideas

Digital Transformation: A New Roadmap for Success

described the proliferation of "digital positions" in their companies, from Digital Project Manager or Digital Director to Chief Transformation Officer or Chief Innovation Officer. In one roundtable discussion, participants predicted... View Details

Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards

January 2012 (Revised June 2013)
Case

Dow Chemical: Innovating for Sustainability

Dow Chemical is one of the few major American industrial corporations that was founded in the late 19th century that is still in existence. From its origins producing bromine out of the brine underneath Midland, Michigan, the company has evolved from a diversified... View Details

Keywords: Innovation Strategy; Environmental Sustainability; Chemical Industry

Citation

Educators

Purchase

14 Feb 2022
Research & Ideas

Curiosity, Not Coding: 6 Skills Leaders Need in the Digital Age

and capabilities (e.g., a reliable supply chain). Leaders are discovering they must proactively invest in the ecosystem and build partnerships (turn vendors into partners; join with competitors to solve problems government can’t) to... View Details

Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards; Technology

08 Mar 2021
In Practice

COVID Killed the Traditional Workplace. What Should Companies Do Now?

A year ago, COVID-19 forced many companies to send employees home—often with a laptop and a prayer. Now, with COVID cases subsiding and vaccinations rising, the prospect of returning to old office routines appears more possible. But will employees want to flock back to... View Details

Keywords: by Dina Gerdeman

30 Jun 2022
HBS Case

Peloton Changed the Exercise Game. Can the Company Push Through the Pain?

incredible user base,” he says, with 3 million subscribers—four times the number in 2019, despite the problems of 2021. The monthly customer churn rate of lost customers is less than 1 percent, and the videos the company produces are more... View Details

Keywords: by Lane Lambert; Media & Broadcasting; Health; Bicycle

08 Aug 2022
HBS Case

Building an 'ARMY' of Fans: Marketing Lessons from K-Pop Sensation BTS

What would it take to attract customers who are so loyal that they would not only buy your products, but would also lavish your distributors with flowers and purchase advertising to elevate your brand? Ask the minds behind K-pop sensation BTS. Created by a Korean View Details

Keywords: by Shalene Gupta; Media & Broadcasting; Music

16 Nov 2021
HBS Case

How a Company Made Employees So Miserable, They Killed Themselves

humanity was lost.” For starters, says Whillans, in laying people off, management could have included employees more proactively in the process, rather than taking an antagonistic stance against them. “Just... View Details

Keywords: by Michael Blanding

12 Feb 2008
First Look

First Look: February 12, 2007

with their political, economic, and social environment. They address issues of central concern to researchers in management studies and business administration, as well as economics, sociology and political science, and to historians.... View Details

Keywords: Martha Lagace

30 Oct 2006
First Look

First Look: October 31, 2006

motives, and to examine their core motivation and proactively plan their strategic choices to achieve that motivation. Stewards, Agents, and the Founder Discount: Executive Compensation in New Ventures Author:Noam Wasserman... View Details

Keywords: Sean Silverthorne

15 Nov 2022
Book

Stop Ignoring Bad Behavior: 6 Tips for Better Ethics at Work

earning billions, kept churning out its pills. By now, this story is a familiar one. But what is less well known is that the company had help not only from management consultant McKinsey & Company, which... View Details

Keywords: by Pamela Reynolds

29 Jan 2018
Book

How 'Teaming' Saved 33 Lives in the Chilean Mining Disaster

Workers test the NASA-engineered capsule used to lift trapped miners to the surface. Hugo Infante/Government of Chile via Wikimedia Commons (Editor's Note: Amy Edmondson advises managers to think of teams as a verb, "teaming," which means... View Details

Keywords: by Amy C. Edmondson; Mining

05 May 2022
HBS Case

College Degrees: The Job Requirement Companies Seek, but Don't Really Need

college degree, so qualified people are often shut out of the candidate pool before hiring managers can get a closer look at them. But especially now, when employers need workers—and workers need jobs—it just makes sense for human... View Details

Keywords: by Jay Fitzgerald

01 Feb 2008
What Do You Think?

How Sustainable Is Sustainability in a For-Profit Organization?

Summing Up How will sustainability be achieved? To sum up responses to this month's column, the question is not whether global sustainability will be achieved but how. One school of thought could perhaps be characterized as enlightened self-interest, a realization on... View Details

Keywords: by Jim Heskett

02 Apr 2020
What Do You Think?

What Are Lessons for Leaders from This Black Swan Crisis?

into the fabric of normal, ongoing organization financial management (it) buys time to figure out what is happening and what it means to the organization.” Jacob Navon suggested, “Perhaps corporate thinking going forward will shift to... View Details

Keywords: by James Heskett

07 Feb 2017
First Look

First Look at New Research: February 7

2017 New York: Oxford University Press Managing Risk in Reinsurance: From City Fires to Global Warming By: Hauter, Niels Viggo, and Geoffrey Jones, eds. Abstract—This is the first book to provide a comprehensive history of the reinsurance... View Details

Keywords: Sean Silverthorne

20 Apr 2011
Research & Ideas

Blind Spots: We’re Not as Ethical as We Think

work presentation or exams, may help you focus on concrete details of the future situation that you might otherwise overlook. In her book Giving Voice to Values, Mary Gentile offers a framework to help managers prepare for difficult... View Details

Keywords: by Sean Silverthorne

22 Aug 2005
Research & Ideas

Balancing the Future Against Today’s Needs

Bill George, now a professor of management practice at Harvard Business School. "Innovators need to be able to try things out, fail, correct them, and then bring them back into the organization." You really need to develop two... View Details

Keywords: by Paul Michelman

13 Jun 2022
Research & Ideas

Extroverts, Your Colleagues Wish You Would Just Shut Up and Listen

rather than maintaining genuine interest. Unexpected result amplified in pandemic workplaces While extroverted managers and employees may feel discouraged by the results, the research points to practical methods for improving business... View Details