Sales Management - Publications - Faculty & Research

08 Aug 2005
Research & Ideas

A Balanced Scorecard Approach To Measure Customer Profitability

The Balanced Scorecard introduced customer metrics into performance management systems. Scorecards feature all manner of wonderful objectives relating to the customer value proposition and customer outcome metrics—for example, market... View Details

Keywords: by Robert S. Kaplan

31 May 2016
First Look

May 31, 2016

functional proximity over base proximity when locating preventive health services. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51094 forthcoming Production and Operations Management Multi-Echelon Inventory View Details

Keywords: Sean Silverthorne

16 Feb 2010
Research & Ideas

The Outside-In Approach to Customer Service

"It doesn't happen overnight. Based on my observation of companies for almost a decade, I map out four levels that exemplify distinct stages through which companies may evolve on this journey." In our e-mail Q&A, we asked Gulati to describe what View Details

Keywords: by Sarah Jane Gilbert; Consumer Products

22 Jun 2010
First Look

First Look: June 22

self-sorting, and manager-directed joint learning. It shows that such culture will be stronger among more important employees and in older and more successful firms where employees make important decisions and the manager has strong... View Details

Keywords: Martha Lagace

07 May 2013
First Look

First Look: May 7

Investindustrial's team had the following exit alternatives: 1) a trade sale to an automotive buyer; 2) a secondary buyout, partial or complete, by a financial investor; 3) a relisting in Hong Kong. Each option had its pros and cons, but... View Details

Keywords: Carmen Nobel

28 Sep 2011
Research & Ideas

The Profit Power of Corporate Culture

Corporate culture is often thought of as a hard-to-define, or soft concept in management circles. Soft not in the sense that it isn't important—most CEOs will tell you that their ability to inculcate values and mission into the DNA of a... View Details

Keywords: by Sean Silverthorne

12 Mar 2006
Research & Ideas

New Research Explores Multi-Sided Markets

consultant with National Economics Research Associates on high-profile antitrust cases: Microsoft and Visa, mainly. Economics consulting is very different from management consulting. It involves coming up with economic arguments grounded... View Details

Keywords: by Sean Silverthorne; Technology

October 2016
Case

The Quiet Ascension of LA Fitness

By: John R. Wells and Gabriel Ellsworth

In 2016, LA Fitness was the largest chain of non-franchised fitness clubs in North America, operating 676 clubs, serving 4.9 million members, and generating revenues of over $1.9 billion. Founded by Chinyol Yi, Louis Welch, and Paul Norris in 1984, the privately held... View Details

Keywords: LA Fitness; Health Clubs; Fitness; Gyms; Chain; Exercise; Personal Training; Retention; Bally Total Fitness; 24 Hour Fitness; Planet Fitness; Buildings and Facilities; Acquisition; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Demographics; Age; Gender; Income; Residency; Borrowing and Debt; Capital; Capital Structure; Cash; Cash Flow; Cost; Private Equity; Financial Condition; Financial Liquidity; Financing and Loans; Investment Return; Price; Profit; Revenue; Geographic Location; Geographic Scope; Multinational Firms and Management; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Contracts; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Market Entry and Exit; Operations; Service Operations; Leasing; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Situation or Environment; Opportunities; Sports; Strategy; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Corporate Strategy; Expansion; Segmentation; Information Technology; Mobile Technology; Technology Platform; Health Industry; United States; California; Los Angeles

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11 Aug 2003
Research & Ideas

Why Budgeting Kills Your Company

that didn't take any time at all," says William J. Bruns Jr., Henry R. Byers Professor of Business Administration, Emeritus, at Harvard Business School and a visiting professor at Northeastern University. After each unit's sales and... View Details

Keywords: by Loren Gary

02 May 2005
Research & Ideas

Four VCs on Evaluating Opportunities

know how to do it." The third thing is team. We look for engineering vision and execution, sales, and entrepreneurship in a team. Typically, it's at least two people; sometimes it's three. In the early stages, I tend to invest behind an entrepreneur, not behind a... View Details

Keywords: by Lauren Barley

10 Jan 2012
First Look

First Look: January 10

approaches to address the increasing demand from society for a deeper understanding of what causes even good people to cross ethical boundaries. Download the paper: http://www.hbs.edu/research/pdf/12-054.pdf Management Practices Across... View Details

Keywords: Sean Silverthorne

Web

Faculty - Creating Emerging Markets

Administration Director, Business History Initiative Research Interests : business history , economics , entrepreneurship , marketing , sales force management Joseph B. Fuller Professor of View Details

Web

Founder - Entrepreneurship

President’s Innovation Challenge Black New Venture Competition (BNVC) Build Entrepreneurship and Tech Skills: Tech Club & CAML club workshops/seminars Rock Center and i-lab workshops HBS Course notes on the Harvard Business Publishing Site The Entrepreneurial View Details

October 2006 (Revised March 2007)
Case

Production I.G: Challenging the Status Quo

By: Andrei Hagiu, Tarun Khanna, Felix Oberholzer-Gee, Masako Egawa and Chisato Toyama

In July 2006, Mitsuhisa Ishikawa wondered how he could further enhance the success and visibility of his animation production company headquartered in Tokyo, Production I.G. For the year ended May 2006, Production I.G. had sales of 5,439 million yen ($47.3 million),... View Details

Keywords: Business Growth and Maturation; Competitive Advantage; Markets; Animation Entertainment; Going Public; Growth and Development Strategy; Motion Pictures and Video Industry; Tokyo

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10 Jan 2023
Op-Ed

Time to Move On? Career Advice for Entrepreneurs Preparing for the Next Stage

to individual contributor and in one recent case, a CEO-founder sold their company and is now transitioning to a leader within a very large organization. In each of these cases, these were not overnight changes, but rather they were thoughtful shifts that each View Details

Keywords: by Julia Austin

June 2025
Case

TagHive: Edtech Pricing and Distributor Decisions

By: Isamar Troncoso, Frank V. Cespedes and Stacy Straaberg

Education technology (edtech) company TagHive, founded in 2017, used a direct sales team and third-party distributors to sell its Class Saathi hardware and software solution to 300 clients, mainly primary and secondary schools in India. The product aimed to improve... View Details

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31 Aug 2021
Book

Feeling Powerless at Work? Time to Agitate, Innovate, and Orchestrate

the new book Power, for All: How It Really Works and Why It’s Everyone’s Business. Battilana co-wrote the book with Tiziana Casciaro, a professor at the Rotman School of Management at the University of Toronto. “Cultivating humility and... View Details

Keywords: by Jay Fitzgerald

16 Dec 2014
First Look

First Look: December 16

Publications December 2014 Management Science When Performance Trumps Gender Bias: Joint Versus Separate Evaluation By: Bohnet, Iris, Alexandra van Geen, and Max Bazerman Abstract—We examine a new intervention to overcome gender biases in... View Details

Keywords: Sean Silverthorne

23 Jul 2012
Research & Ideas

The Power of Conversational Leadership

this approach positively affects a company's bottom line. "In many ways the book is not about communication as much as it is about performance," Groysberg says. "In an economic environment where there is so much uncertainty, the senior View Details

Keywords: by Carmen Nobel

October 2013 (Revised January 2016)
Case

J.C. Penney's 'Fair and Square' Strategy (Abridged)

By: Elie Ofek and Jill Avery

As he gets ready to release 2nd quarter 2012 results, Ron Johnson, the new CEO of department store J.C. Penney, is reconsidering the dramatic changes he initiated for the business model and brand image of his company. A new pricing scheme he put in place in February,... View Details