Publications

Research Summary

Managing Multiple Identities at Work

By: Lakshmi Ramarajan

Peoples’ work identities, which are often a deep source of meaning for them, may conflict with or complement cultural, familial, or personal identities they value. A central focus of Professor Ramarajan’s work is understanding, on the individual level, how these... View Details

April 2009
Supplement

Merck: Managing Vioxx (E)

By: Robert L. Simons, Kathryn Rosenberg and Natalie Kindred

Keywords: Leadership; Decision Choices and Conditions; Customer Focus and Relationships; Pharmaceutical Industry

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

28 Aug 2023
Research & Ideas

The Clock Is Ticking: 3 Ways to Manage Your Time Better

working from home brought greater flexibility, such arrangements often blurred personal and professional boundaries and created a never-ending day for some people. We asked three Harvard Business School faculty members to offer insights from research that can help... View Details

Keywords: by Kristen Senz

September – October 2011
Article

Manage the Culture Cycle

By: James L. Heskett

Organizational culture—the shared assumptions, values, and behaviors that determine "how we do things around here"—can be measured and shaped. In organizations with large numbers of customer-facing employees, it can account for up to half of the difference in operating... View Details

Keywords: Organizational Culture; Value; Behavior; Retention; Customer Focus and Relationships; Change Management; Learning; Innovation and Invention; Labor

March 1999
Article

Practices for Managing Information Flows Within Organizations

By: Joel Demski, Tracy Lewis, Dennis Yao and Huseyin Yildirim

Firm organization determines how coworkers communicate and how information flows within the firm. Banking, accounting, consulting, and legal firms process proprietary information which their clients wish to protect. The firm's ability to safeguard and manage... View Details

Keywords: Information Management; Management Practices and Processes; Safety; Governance Controls; Customer Focus and Relationships

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25 Jun 2024
Research & Ideas

Rapport: The Hidden Advantage That Women Managers Bring to Teams

transactions among 76 restaurants to investigate whether the gender of managers and workers impacted a team’s ability to handle busy periods. The team also studied training and scheduling data and interviewed View Details

Keywords: by Kara Baskin; Food & Beverage

06 Jul 2020
Research & Ideas

The Right Way to Manage Customer Churn for Maximum Profit

bucket and in a little over three years all your current customers might be gone,” says Gupta, the Edward W. Carter Professor of Business Administration at Harvard Business School. For that reason, many companies have a program to actively View Details

Keywords: by Michael Blanding; Retail; Service; Financial Services

05 Dec 2007
Sharpening Your Skills

Sharpening Your Skills: Managing Marketing

merchant's direct channel sales after she opens a retail store in the area. The study used a proprietary longitudinal data set from a multichannel retailer to understand what happens and to probe the implications for channel management... View Details

16 Aug 2010
Lessons from the Classroom

HBS Introduces Marketing Analysis Tools for Managers

strategy, and financial projections. More importantly, all are designed to be toolkits that managers can keep in their virtual briefcase and use for real-world decision-making. All are easy to download into Microsoft Excel for use on the... View Details

Keywords: by Sarah Jane Gilbert

May 2010
Article

Managing the New Primary Care: The New Skills That Will Be Needed

By: Richard Bohmer

Developing new models of primary care will demand a level of managerial expertise that few of today's primary care physicians possess. Yet medical schools continue to focus on the basic sciences, to the exclusion of such managerial topics as running effective teams.... View Details

Keywords: Higher Education; Health Care and Treatment; Management Skills; Managerial Roles; Service Delivery; Practice; Health Industry

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Teaching Interest

Turnarounds and Transformation (formerly Entrepreneurial Management in a Turnaround Environment)

By: Ranjay Gulati

The focus of this course is the leader as a strategist, architect, decision maker, and change agent in a turnaround or transformation environment. This course is intended for students pursuing a range of career options as business operators,... View Details

Keywords: MBA; Transformation

January 2024 (Revised February 2024)
Course Overview Note

Managing Customers for Growth: Course Overview for Students

By: Eva Ascarza

Managing Customers for Growth (MCG) is a 14-session elective course for second-year MBA students at Harvard Business School. It is designed for business professionals engaged in roles centered on customer-driven growth activities. The course explores the dynamics of... View Details

Keywords: Customer Relationship Management; Decision Making; Analytics and Data Science; Growth Management; Telecommunications Industry; Technology Industry; Financial Services Industry; Education Industry; Travel Industry

April 2024
Case

Managing AI Risks in Consumer Banking

By: Suraj Srinivasan, Satish Tadikonda, Paul Dongha, Manoj Saxena and Radhika Kak

In early 2024, Ruth Jones, head of digital banking at Signa Bank, a (fictitious) European consumer bank, was thinking about how to best incorporate GenAI capabilities to improve efficiencies and create new ways to improve the customer experience. Where were the biggest... View Details

Keywords: Customer Relationship Management; AI and Machine Learning; Risk Management; Opportunities; Customization and Personalization; Banking Industry; Europe

March 2002 (Revised May 2007)
Case

Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)

By: V.G. Narayanan and Lisa Brem

The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details

Keywords: Customers; Customer Relationship Management; Price; Perspective; Marketing; Competitive Advantage; Financial Services Industry; Banking Industry; Canada

February 2021
Case

Drizly: Managing Supply and Demand through Disruption

By: Kris Ferreira

It was April 6th, 2020, and the management team at Drizly—an online alcohol marketplace where consumers could browse and purchase alcohol from local liquor retail stores via Drizly’s app for immediate home delivery—were thrilled to see record-breaking sales from the... View Details

Keywords: COVID-19 Pandemic; Demand and Consumers; Growth and Development; Customer Focus and Relationships; Customer Value and Value Chain; Customer Satisfaction; Goals and Objectives; Supply Chain Management