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  • November 2009 (Revised March 2013)
  • Case

Miles Everson at PricewaterhouseCoopers

By: Robert G. Eccles and David Lane
Miles Everson, a partner at PricewaterhouseCoopers (PwC), is the Global Engagement Partner (GEP) for a large U.S. financial institution and about to take over this role for a much larger global financial institution. The GEP role is a critical one at PwC. GEPs have... View Details
Keywords: Experience and Expertise; Customer Relationship Management; Globalized Firms and Management; Managerial Roles; Consulting Industry
Related
  • April 2001 (Revised February 2003)
  • Case

Moore Medical Corporation

Moore Medical is a medium-sized distributor of medical supplies to practitioners, such as podiatrists and emergency medical technicians. At the time of the case, it has relied on traditional customer channels such as catalogs, phones, and faxes to communicate product... View Details
Keywords: Change Management; Internet and the Web; Marketing Communications; Information Technology; Order Taking and Fulfillment; Medical Devices and Supplies Industry; Distribution Industry
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  • September 2024
  • Supplement

Revenue Solutions, LLC (B)

By: Richard S. Ruback and Royce Yudkoff
Pre-abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.

Abstract: This (B) case supplement is designed for use by faculty only to support classroom instruction in conjunction with... View Details
Keywords: Financial Strategy; Financial Management; Joint Ventures; Brands and Branding; Partners and Partnerships; Small Business; Ownership; Personal Development and Career; Consumer Products Industry; United States; California
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  • Program

Senior Executive Leadership Program—Middle East

businesses seeking the best opportunities for growth in the region need exceptional leaders—executives who are bold decision-makers, global thinkers, and skilled strategists. Taught in a series of modules offered in Boston and Dubai, this business View Details
  • May 2003 (Revised March 2004)
  • Case

Harlem Children's Zone, The: Driving Performance with Measurement and Evaluation

By: Allen S. Grossman and Daniel F. Curran
Geoffrey Canada, CEO of the Harlem Children's Zone, wanted his organization to grow dramatically to reach thousands of poor and underserved children in Harlem. The agency ran a variety of successful social service programs throughout New York City that were separately... View Details
Keywords: Leadership; Goals and Objectives; Measurement and Metrics; Organizational Structure; Performance Evaluation; Strategic Planning; Problems and Challenges; Nonprofit Organizations; Expansion; Valuation
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  • May 2024
  • Background Note

Net Revenue Retention: Unpacking the Dynamics of Customer Monetization

By: Elie Ofek, Barak Libai and Eitan Muller
Firms and investors alike are beginning to recognize the importance of tracking how revenues from existing customers are evolving over time and to appreciate the value in understanding what might explain changes in these revenues. Consequently, in addition to looking... View Details
Keywords: Customer Relationship Management; Revenue; Measurement and Metrics; Customer Value and Value Chain
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    Michael A. Wheeler

    Mike Wheeler joined the HBS faculty in 1993 and has taught extensively in its MBA, Executive, and distance learning programs. His highly interactive 8-week/40-hour HBS Online Negotiation... View Details

    Keywords: arts; construction; e-commerce industry; energy; federal government; green technology; internet; legal services; nonprofit industry; petroleum; pharmaceuticals; publishing industry; real estate; service industry; sports; state government; utilities
    • 30 Apr 2009
    • Working Paper Summaries

    Earnings Quality and Ownership Structure: The Role of Private Equity Sponsors

    Keywords: by Sharon P. Katz; Financial Services
    • October 2013
    • Case

    Oaktree and the Restructuring of CIT Group (A)

    By: Victoria Ivashina and David Scharfstein
    CIT's prepackaged bankruptcy marked the first time a major financial institution was able to successfully restructure and emerge from Chapter 11 bankruptcy, challenging conventional views that a financial firm could not survive bankruptcy proceedings as a going... View Details
    Keywords: Debt Securities; Restructuring; Financial Services Industry
    Related
    • 17 Jul 2023
    • Research & Ideas

    Money Isn’t Everything: The Dos and Don’ts of Motivating Employees

    points to the New York Yankees contract negotiations with former manager Joe Torre. The Yankees offered Torre a $5 million contract in 2007, with a $3 million bonus for reaching the World Series—but Torre rejected the offer, saying at the... View Details
    Keywords: by Avery Forman

      Learning in Action: A Guide to Putting the Learning Organization to Work

      Most managers today understand the value of building a learning organization. Their goal is to leverage knowledge and make it a key corporate asset, yet they remain uncertain about how best to get started. What they lack are guidelines and tools that transform abstract... View Details
      • June 2013 (Revised October 2013)
      • Case

      Tim Blanchard at Jones Mendel & Co. (Abridged)

      By: Jay W. Lorsch and John Gabarro
      Tim Blanchard struggles to balance all the demands facing him as a partner of a consulting firm. He must decide how to serve clients, mentor his people, provide strategy and direction to the high-tech group, and spend time with family. View Details
      Keywords: Business or Company Management; Management Style; Partners and Partnerships; Work-Life Balance; Problems and Challenges; Management Teams; Consulting Industry
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      • 09 Nov 2015
      • Research & Ideas

      These Employers Pay Higher Salaries than Necessary

      system negotiate. “Workers on the market have lots of feedback on their past jobs, and can also see how much experience the employer has on the market,” says Christopher T. Stanton, an assistant professor in the Entrepreneurial Management... View Details
      Keywords: by Michael Blanding; Employment; Technology; Computer
      • Article

      Adding Value by Talking More

      By: Robert S. Kaplan, Derek A. Haas and Jonathan Warsh
      The prevailing fee-for-service payment model has led health care administrators and physician practices to impose severe constraints on the time physicians spend talking, for which they are reimbursed poorly or not at all. New value-based reimbursement models, however,... View Details
      Keywords: Value Creation; Cost Management; Health Care and Treatment; Customer Focus and Relationships; Health Industry
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      • Article

      The Persuasive 'Power' of Stigma?

      By: Michael I. Norton, Elizabeth W. Dunn, Dana R. Carney and Dan Ariely
      We predicted that able-bodied individuals and white Americans would have a difficult time saying no to persuasive appeals offered by disabled individuals and black Americans, due to their desire to make such interactions proceed smoothly. In two experiments, we show... View Details
      Keywords: Persuasion; Stigma; Interactions; Interracial Relations; Power and Influence; Personal Characteristics; Interpersonal Communication; Attitudes
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      • March 2003 (Revised October 2003)
      • Case

      Mercury Rising: Knight Ridder's Digital Venture

      Captures the efforts of newspaper publisher Knight Ridder to create a digital venture. Knight Ridder proves to be a pioneer in digital publishing, launching the first online newspaper site; builds a network of newspaper sites called Real Cities; and invests in... View Details
      Keywords: Internet and the Web; Business Growth and Maturation; Market Entry and Exit; Corporate Entrepreneurship; Newspapers; Innovation and Invention; Journalism and News Industry
      Related
      • 13 Feb 2006
      • Research & Ideas

      The Hidden Market for Babies

      telegraph, the radio, and so forth) that had been every bit as radical in their time as the Internet had become in ours. I argued that all of these technologies had gone through cycles of commercial expansion and political response and... View Details
      Keywords: by Manda Salls; Biotechnology; Health; Technology
      • September 2022
      • Case

      HPP: Tapping the Netherlands’ Potential

      By: Brian Trelstad and Idelès Kaandorp
      Stichting Het Potentieel Pakken (HPP) was launched to solve a systemic problem in the Dutch Labor Market: gender inequity that was leading to a large number of women to work part-time in fields that were in desperately short supply of labor, like health care, child... View Details
      Keywords: COVID-19 Pandemic; Grants; Scaling And Growth; Nonprofit Organizations; Opportunities; Gender; Income; Employment; Health Care and Treatment; Human Capital; Mission and Purpose; Motivation and Incentives; Growth and Development Strategy; Employment Industry; Health Industry; Education Industry; Consulting Industry; Europe; Netherlands
      Related
      • Program

      Leading Professional Service Firms

      Summary As entry barriers rapidly disappear, competition is accelerating and reshaping the business landscape for professional service firms. Navigating this continual change successfully requires extraordinary leadership abilities. This professional service firm View Details
      Keywords: Professional Services; Professional Services
      • 13 Mar 2017
      • Research & Ideas

      Hiding Products From Customers May Ultimately Boost Sales

      once, or if she sees them a few at a time throughout the season? “In product categories where the consumer is likely to purchase several products, the value of concealment tends to be positive” The answer depends on the product category,... View Details
      Keywords: by Carmen Nobel; Retail; Fashion