customer relationship management - Publications - Faculty & Research - Harvard Business School

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December 2012
Course Overview Note

Good Practices for Supervising an EC Independent Project

By: Ian W. Mackenzie

Spurred by the notion that Faculty Supervisors (FSs) can make a significant contribution to the educational value and overall success of Independent Projects (IPs) to students, this note offers a set of good practices which can be used to guide the policies and... View Details

Keywords: Independent Projects; Faculty Supervisor; Project Manager; Student Evaluation; Projects; Groups and Teams

21 Jan 2021
Video

Hemendra Kothari

Hemendra Kothari, chairman of DSP Investment Managers in India, discusses how his bank forged relationships with western institutions such as Dresdner Bank and Merrill Lynch during the 1970s and 1980s. View Details

November–December 2022
Article

Can AI Really Help You Sell?: It Can, Depending on When and How You Implement It

By: Jim Dickie, Boris Groysberg, Benson P. Shapiro and Barry Trailer

Many salespeople today are struggling; only 57% of them make their annual quotas, surveys show. One problem is that buying processes have evolved faster than selling processes, and buyers today can access a wide range of online resources that let them evaluate products... View Details

Keywords: Sales; AI and Machine Learning; Customers

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10 Dec 2013
Working Paper Summaries

Information and Incentives in Online Affiliate Marketing

Keywords: by Benjamin G. Edelman & Wesley Brandi; Publishing; Technology

Article

The Business of Business Schools: Restoring a Focus on Competing to Win

By: Robert Simons

As business leaders worry about the decline of American competitiveness, business schools are responding by changing their curriculums. But are the topics and approaches taught in today's business schools part of the solution or part of the problem? In this paper, I... View Details

Keywords: Business Schools; Purpose Of Business Schools; Management Education; Business School Curriculum; Strategy Execution; U.S. Competitiveness; Capitalism; Management Profession; Innovation; Competing To Win; Integrated Corporate Reporting; Trends; Customer Focus and Relationships; Decision Making; Design; Business Education; Curriculum and Courses; Innovation and Management

September 2001 (Revised July 2002)
Case

Fraud Prevention at Omni Bank

By: Frances X. Frei and Hanna Rodriguez-Farrar

Omni Bank is undergoing a merger and has two important decisions ahead. First, should it enforce the use of its model-driven approach to interacting with customers at the recently acquired Friends Savings and Loan branches. Friends has a culture of personal touch with... View Details

Keywords: Mergers and Acquisitions; Business Model; Crime and Corruption; Customer Relationship Management; Decisions; Banks and Banking; Banking Industry

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August 2014
Case

Netflix: Designing the Netflix Prize (A)

By: Karim R. Lakhani, Wesley M. Cohen, Kynon Ingram, Tushar Kothalkar, Maxim Kuzemchenko, Santosh Malik, Cynthia Meyn, Greta Friar and Stephanie Healy Pokrywa

In 2006, Reed Hastings, CEO of Netflix, was looking for a way to solve Netflix's customer churn problem. Netflix used Cinematch, its proprietary movie recommendation software, to promote individually determined best-fit movies to customers. Hastings determined that a... View Details

Keywords: Crowdsourcing; Prizes; Digitization; Algorithms; Recommendation Software; Disruption; Transformation; Collaborative Innovation and Invention; Technological Innovation; Knowledge Sharing; Applications and Software; Motion Pictures and Video Industry; Entertainment and Recreation Industry; Technology Industry; United States

December 2022
Article

I Don't 'Recall': The Decision to Delay Innovation Launch to Avoid Costly Product Failure

By: Byungyeon Kim, Oded Koenigsberg and Elie Ofek

Innovations embody novel features or cutting-edge components aimed at delivering desired customer benefits. Oftentimes, however, we observe the need to recall new products shortly after their introduction. Indeed, a firm may rush an innovation to market in an attempt... View Details

Keywords: Innovation Management; Innovation And Strategy; Product Development Strategy; Product Introduction; Quality Control; Product Recalls; Game Theory; Market Timing; Innovation Strategy; Product Launch; Product Development

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April 2008
Teaching Note

TerraCog Global Positioning Systems: Conflict and Communication on Project Aerial (Brief Case)

By: Michael Beer and Sunru Yong

Teaching note to case #2184 View Details

Keywords: Organizational Behavior; Meetings; Group Dynamics; Human Resource Management; Conflict; Leadership; Communication; Groups and Teams; Organizations; Decision Making; Human Resources; Conflict and Resolution

Robert Simons

Robert Simons is a Baker Foundation Professor at Harvard Business School. For over 35 years, Simons has taught accounting, management control, and strategy execution courses in both the Harvard MBA and Executive Education Programs. For 2023/24, he is... View Details

August 2013 (Revised December 2017)
Supplement

Harold Mills at ZeroChaos (B)

By: Lena G. Goldberg and Maurice L. Kuykendoll II

After leading a management buy-out, Harold Mills transformed ZeroChaos into a global staffing enterprise. Poised to raise additional capital to fund the company's next phase of growth, he was also confronting the liquidity demands of his early-stage investors and... View Details

Keywords: Business Growth and Maturation; Growth and Development Strategy; Business and Shareholder Relations

March 2011 (Revised July 2011)
Case

Vestas' World of Wind

By: Thomas J. Steenburgh and Elena Corsi

The wind turbine manufacturer Vestas launched the industry's first highly localized and customized new product launch campaigns which used also new tools such as web 2.0 platforms. Used to operate in a market where demand exceeded supply, Vestas had lost contact with... View Details

Keywords: Customer Focus and Relationships; Marketing Channels; Internet and the Web; Product Launch; Demand and Consumers; Advertising Campaigns; Global Strategy; Customization and Personalization; Business and Stakeholder Relations; Finance; Product Marketing; Technology Adoption; Energy Industry

Thomas J. DeLong

Thomas J. DeLong is a Baker Foundation Professor of Management Practice and the former Philip J. Stomberg Professor of Management Practice in the Organizational Behavior Department at the Harvard Business School. He is an expert in leader development, organizational... View Details

August 2018 (Revised October 2019)
Case

C3.ai—Driven to Succeed

By: Robert Simons and George Gonzalez

CEO Tom Siebel navigates his artificial intelligence (ai) startup through a series of pivots, market expansions, and even an elephant attack to become a leading platform ad service provider. The case describes his unusual management approach emphasizing employee... View Details

2010
Other Unpublished Work

Saving Face by Making Meaning: The Negative Effects of Brand Communities' Self-serving Response to Brand Extensions

An ethnographic study of a brand community following the launch of the Porsche Cayenne SUV finds that brand extensions can negatively affect the value of their parent brands. By studying the collective response to brand extensions of existing consumers and by... View Details

Keywords: Brands; Brand Management; Brand Positioning; Brand Equity; Internet; Social Media; Customers; Customer Focus and Relationships; Customer Satisfaction; Marketing; Brands and Branding; Marketing Strategy; Auto Industry

February 2011
Case

Jamie Turner at MLI, Inc.

By: John J. Gabarro and Colleen Kaftan

The case describes the evolution of an interpersonal mismatch between a previously successful manager, Jamie Turner, and his new boss, Pat Cardullo. Turner, a 32-year-old MBA graduate, has been recruited by Cardullo to be vice president of marketing and sales at Modern... View Details

Keywords: Communication; Interpersonal Relations; Superior ＆ Subordinate; Micro Organizational Behavior; Performance Management; Personal Strategy ＆ Style; Management Style; Conflict Management; Interpersonal Communication; Employee Relationship Management; Rank and Position; Performance; Communication Strategy; Personal Development and Career; Acquisition; Distribution Industry; Consumer Products Industry; San Diego; Chicago

December 2011 (Revised October 2014)
Background Note

Business Model Analysis for Entrepreneurs

By: Thomas Eisenmann

This note defines a business model and its major elements: a customer value proposition, a technology and operations management plan, a go-to-market plan, and a profit formula. For each element, the note lists questions that an entrepreneur must address when evaluating... View Details

Keywords: Business Model

February 2000 (Revised February 2002)
Case

Owens & Minor, Inc. (A)

By: V.G. Narayanan and Lisa Brem

A forward-thinking manager at Owens & Minor (O&M), a large national medical and surgical distribution company, enlisted the help of both logistics and cost managers to develop an innovative pricing schedule based on the customer's activities instead of the price of the... View Details

Keywords: Activity Based Costing and Management; Logistics; Distribution; Price; Supply Chain Management; Customer Relationship Management; Medical Devices and Supplies Industry; Distribution Industry

August 2018
Case

Tapping Growth at Lord Hobo Brewing Company

By: Ethan Rouen and Susanna Gallani

Lord Hobo Brewing Company accounts for its inventory process as it prepares to create its first set of professional financial statements for investors. View Details

Keywords: Inventory; Start-ups; Craft Brewing; Investing; GAAP; Brand Management; Accounting; Working Capital; Entrepreneurship; Private Equity; Business Startups; Business and Shareholder Relations; Food and Beverage Industry; Boston; New England; United States

February 1995 (Revised June 1999)
Case

Chemical Bank: Implementing the Balanced Scorecard

By: Robert S. Kaplan and Norman Klein

The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business. It wishes to implement a new strategy to become a preferred financial service provider to target customer groups.... View Details

Keywords: Balanced Scorecard; Adoption; Growth and Development Strategy; Communication Strategy; Customer Relationship Management; Management Systems; Performance Evaluation; Banks and Banking; Measurement and Metrics; Banking Industry

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