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Show Results For
- All HBS Web
(3,545)
- People (5)
- News (657)
- Research (2,492)
- Events (6)
- Multimedia (5)
- Faculty Publications (1,393)
- May 2006 (Revised July 2007)
- Case
Creating Meaning for the Customer: The Case of GMACI
Excellence in exploiting customer information and leveraging its affiliation to the GM group are among the strategic options that GMAC Insurance CEO Gary Kusumi is considering. GMAC Insurance, the wholly-owned auto insurance subsidiary of General Motors, formed through... View Details
Keywords: Customer Relationship Management; Decision Choices and Conditions; Knowledge Use and Leverage; Strategy; Auto Industry; Insurance Industry
Martinez-Jerez, Francisco de Asis, Nathan Mangum, and Joshua Bellin. "Creating Meaning for the Customer: The Case of GMACI." Harvard Business School Case 106-073, May 2006. (Revised July 2007.)
- Article
Are You Really Innovating Around Your Customers' Needs?
By: Sunil Gupta
Every company believes it is customer-centric. However, most of them are product- and service-centric first, focusing on how to enhance their offerings rather than putting themselves in their customers’ shoes. To come up with truly innovative customer-centric ideas,... View Details
Gupta, Sunil. "Are You Really Innovating Around Your Customers' Needs?" Harvard Business Review (website) (October 1, 2020).
- 26 Jan 2021
- Research & Ideas
A New Way to Cut Credit Card Debt: Pay Off One Purchase at a Time
136,000 customers to allocate their credit card payments across 14 spending categories using the company’s mobile app. About 1.5 percent, or 2,157 customers, opted into the feature, which let them pay down categories, such as “home,”... View Details
- April 2010 (Revised April 2010)
- Case
Mercadona
This case presents the predicament of a company trying to do right by its customers and its employees as the economic crisis of 2008 hits home. Fifteen years earlier, this Spanish supermarket chain had adopted its own version of total quality management, called the... View Details
Keywords: Customer Satisfaction; Compensation and Benefits; Employee Relationship Management; Service Operations; Business Processes; Retail Industry; Spain
Ton, Zeynep, and Simon Harrow. "Mercadona." Harvard Business School Case 610-089, April 2010. (Revised April 2010.)
- October 2017 (Revised April 2019)
- Case
Eastern Bank: Innovating Through Eastern Labs
By: Karen Mills, Dennis Campbell and Aaron Mukerjee
Eastern Bank is a 200-year-old New England mutual bank with a community focus. Eastern specializes in small business lending, having made strategic investments to become the top SBA lender in New England in the midst of the Great Recession, when other banks were... View Details
Mills, Karen, Dennis Campbell, and Aaron Mukerjee. "Eastern Bank: Innovating Through Eastern Labs." Harvard Business School Case 318-068, October 2017. (Revised April 2019.)
- February 2005 (Revised May 2005)
- Case
Intelliseek
Intelliseek harvests, filters, and mines the content of messages posted by consumers online and on discussion boards and blogs. For any specified consumer product brand, Intelliseek measures the volume of work-of-mouth and its valence (proportion of positive and... View Details
Keywords: Internet and the Web; Information Technology; Consumer Behavior; Knowledge Management; Marketing Reference Programs; Web Services Industry
Wathieu, Luc R., and Allan Friedman. "Intelliseek." Harvard Business School Case 505-061, February 2005. (Revised May 2005.)
- December 1980 (Revised March 1991)
- Case
Sof-Optics, Inc. (A)
The marketing director of a fast-growing firm must make some decisions about the customer service department. The volume in the department has been rising steadily, eye doctors are waiting longer for orders to be filled, and morale in the department is slipping. With... View Details
Keywords: Marketing Strategy; Customer Focus and Relationships; Medical Devices and Supplies Industry
Jaikumar, Ramchandran. "Sof-Optics, Inc. (A)." Harvard Business School Case 681-052, December 1980. (Revised March 1991.)
- October 2013
- Article
The Strategy That Will Fix Health Care
By: Michael E. Porter and Thomas H. Lee
In health care, the days of business as usual are over. Around the world, every health care system is struggling with rising costs and uneven quality, despite the hard work of well-intentioned, well-trained clinicians. Health care leaders and policy makers have tried... View Details
Keywords: Organizational Change and Adaptation; Strategy; Value; Customer Focus and Relationships; Health Care and Treatment; Health Industry
Porter, Michael E., and Thomas H. Lee. "The Strategy That Will Fix Health Care." Harvard Business Review 91, no. 10 (October 2013): 50–70.
- August 2014 (Revised September 2016)
- Case
ANA (A)
By: Doug J. Chung and Mayuka Yamazaki
All Nippon Airways (ANA) became the largest airline in Japan in 2013. Having been designated as a domestic carrier by the Japanese government till the mid-1980s and Japan being the sixth largest domestic airline market, two-thirds of ANA’s passenger revenue came from... View Details
Keywords: Demand and Consumers; Analysis; Economics; Price; Marketing Strategy; Competitive Strategy; Product; Policy; Air Transportation Industry; Japan
Chung, Doug J., and Mayuka Yamazaki. "ANA (A)." Harvard Business School Case 515-034, August 2014. (Revised September 2016.)
- March 2011 (Revised June 2011)
- Case
QuikTrip
QuikTrip, a large convenience store chain with over 500 stores, was known for its outstanding labor practices and fast, reliable, and friendly customer service. In November 2010, the CEO Chet Cadieux, had to decide how many new locations to open when QuikTrip entered a... View Details
Keywords: Customer Focus and Relationships; Employees; Growth and Development Strategy; Logistics; Service Delivery; Performance Effectiveness; Expansion; Retail Industry; United States
Ton, Zeynep. "QuikTrip." Harvard Business School Case 611-045, March 2011. (Revised June 2011.)
- March 2015
- Supplement
Interview: Iz-Lynn Chan at Far East Organization
By: Linda A. Hill and Anthony Mayo
Contains excerpts from an interview with Iz-Lynn Chan, former assistant director of retail business group and service quality and vice president of Far East retail consultancy for Far East Organization, a private real estate developer group in Singapore. Chan discusses... View Details
Hill, Linda A., and Anthony Mayo. "Interview: Iz-Lynn Chan at Far East Organization." Harvard Business School Multimedia/Video Supplement 415-708, March 2015.
- November 2019 (Revised January 2020)
- Supplement
Taiwan Semiconductor Manufacturing Company Limited: A Global Company's China Strategy (B)
By: William C. Kirby, Billy Chan and Dawn H. Lau
After the legendary founder of Taiwan Semiconductor Manufacturing Company (TSMC) retired, the new chairman had to grapple with fresh challenges related to its China market: a recently opened factory in China had to find ways to reverse its financial loss and meet its... View Details
Keywords: Cross-cultural; Foreign Investment; Government; Business and Government Relations; Globalization; Change Management; Customer Relationship Management; Innovation Strategy; Global Strategy; Leadership; Semiconductor Industry; Taiwan; China
Kirby, William C., Billy Chan, and Dawn H. Lau. "Taiwan Semiconductor Manufacturing Company Limited: A Global Company's China Strategy (B)." Harvard Business School Supplement 320-045, November 2019. (Revised January 2020.)
- February 1990 (Revised August 2001)
- Case
Merloni Elettrodomestici SpA: The Transit Point Experiment
By: Janice H. Hammond and Maura G Kelly
Merloni Elettrodomestici is a leading Italian manufacturer of domestic appliances. In 1986, an exposition for Merloni customers is scheduled at its Milano regional warehouse. During the two-month period preceding the event, when the warehouse must be free of inventory,... View Details
Keywords: Logistics; Marketing Channels; Planning; Time Management; Distribution Channels; Competitive Advantage; Customer Relationship Management; Information Technology; Consumer Products Industry; Italy
Hammond, Janice H., and Maura G Kelly. "Merloni Elettrodomestici SpA: The Transit Point Experiment." Harvard Business School Case 690-003, February 1990. (Revised August 2001.)
- November–December 2024
- Article
How to Avoid the Agility Trap
By: Jianwen Liao and Feng Zhu
Agility is all the rage in strategy circles these days. According to conventional wisdom, organizations should rapidly react to technological advances, new market dynamics, and shifting consumer preferences. But in practice this is nearly impossible to pull off,... View Details
Keywords: Organizational Change and Adaptation; Competitive Advantage; Growth and Development Strategy; Business Model
Liao, Jianwen, and Feng Zhu. "How to Avoid the Agility Trap." Harvard Business Review 102, no. 6 (November–December 2024): 126–133.
- December 2010
- Article
Life in the Fast Lane: Origins of Competitive Interaction in New vs. Established Markets
By: Eric L. Chen, Riitta Katila, Rory McDonald and Kathleen M. Eisenhardt
Prior work examines competitive moves in relatively stable markets. In contrast, we focus on less stable markets where competitive advantages are temporary and R&D moves are essential. Using evolutionary search theory and an experiential simulation with in-depth... View Details
Chen, Eric L., Riitta Katila, Rory McDonald, and Kathleen M. Eisenhardt. "Life in the Fast Lane: Origins of Competitive Interaction in New vs. Established Markets." Special Issue on The Age of Temporary Advantage. Strategic Management Journal 31, no. 13 (December 2010): 1527–1547.
- 05 May 2008
- Research & Ideas
Connecting with Consumers Using Deep Metaphors
powerful predictors of what customers think and how they react to new or existing goods and services. It was as if we had identified a secret code of thought, one that View Details
- 18 Oct 2004
- Research & Ideas
The Bias of Wall Street Analysts
forecasts? A: Clearly the show-me-now mentality of many investors has hampered the effectiveness of sell-side analysts (and perhaps managers too!). For example, the intense focus on the quarterly earnings reporting season is a relatively... View Details
- September 1993 (Revised January 1997)
- Case
Serengeti Eyewear: Entrepreneurship Within Corning, Inc.
By: David A. Garvin and Jonathan West
An entrepreneurial division within Corning, Serengeti Eyewear, has grown rapidly in its brief 10-year history. Now it must decide whether to launch a new line of sunglasses and take on the industry leader. The company has prospered by developing and cultivating... View Details
Keywords: Organizational Design; Management Style; Competitive Strategy; Customer Relationship Management; Employee Relationship Management; Business and Stakeholder Relations; Talent and Talent Management; Corporate Entrepreneurship; Manufacturing Industry
Garvin, David A., and Jonathan West. "Serengeti Eyewear: Entrepreneurship Within Corning, Inc." Harvard Business School Case 394-033, September 1993. (Revised January 1997.)
- October 2016 (Revised October 2020)
- Case
Essent: From a State-Owned Utility to a Commercial Company
By: Ananth Raman and Elena Corsi
Patrick Lammers, Chief Commercial Officer (CCO) for the Dutch energy company Essent NV, once a state-owned company, was pleased with the progress Essent’s consumer (“B2C”) business had made: Earnings Before Income Tax (EBIT) for B2C had gone from a loss of €18 million... View Details
Keywords: Lean Management; Operation Management; Service Management; Commercialization; Operations; Management; Energy; Organizational Change and Adaptation; Service Operations; Performance; Energy Industry; Europe
Raman, Ananth, and Elena Corsi. "Essent: From a State-Owned Utility to a Commercial Company." Harvard Business School Case 617-026, October 2016. (Revised October 2020.)
- October 2001 (Revised November 2002)
- Case
Herman Miller(B): Creating Innovation Streams
By: Sandra J. Sucher and Stacy McManus
In 1997, Mike Volkema faced the difficulty of attempting to revitalize a once dynamic organization. Volkema wondered how he could incorporate advances made within subsidiaries, such as Miller SQA's business model innovation, into the company as a whole while also... View Details
Keywords: Innovation and Invention; Innovation and Management; Product Design; Product Development; Product; Supply Chain Management; Business Model; Service Delivery; Customer Value and Value Chain; Manufacturing Industry; Consumer Products Industry
Sucher, Sandra J., and Stacy McManus. "Herman Miller(B): Creating Innovation Streams." Harvard Business School Case 602-024, October 2001. (Revised November 2002.)