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  • September 2010
  • Case

Angie's List

Angie's List is a paid subscription-based service that gives consumers online access to member-submitted reviews of plumbers, electricians, and other home service providers. Customer and revenue growth are strong, but customer acquisition costs are high and the company... View Details
Keywords: Internet and the Web; Price; Competitive Advantage; Product Launch; Service Industry; United States
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  • May 1992
  • Supplement

Fabtek (B)

By: Rowland T. Moriarty Jr. and Benson P. Shapiro
Presents an urgent order for repair service from an important customer who had purchased an item from a competitor. The item, which TiFab had bid on, went out at a price that TiFab predicted was below the amount necessary to ensure quality manufacture. Now the customer... View Details
Keywords: Price; Bids and Bidding; Production; Quality; Competitive Strategy
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  • July 2005 (Revised August 2006)
  • Case

Amagansett Funds (A)

Amagansett Funds has had a troubled history with its customer relationship management (CRM) system. Sales agents feel that they derive no value from it and that it is a "tax on their jobs." Amagansett is investigating whether CRM can be improved by making its data... View Details
Keywords: Management; Customer Relationship Management; Information Technology; Financial Services Industry
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  • 01 Dec 2012
  • News

Grande Visions

  • 16 Apr 2020
  • Video

Darza is Runner-up in 2020 New Venture Competition Student Business Track

  • July 2024
  • Supplement

Fail Safe Testing, Inc. (A)

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: Fail Safe Testing, Inc., founded in 1988, was the leading provider of fire hose pressure testing, ground ladder and pump... View Details
Keywords: Customers; Acquisition; Business Plan; Marketing Strategy
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  • August 1984 (Revised March 1994)
  • Case

The Toro Company S'no Risk Program

By: David E. Bell
Toro introduced a promotion in which purchasers of their snowthrower would receive a refund if the next winter brought only modest snowfall. The principal focus of the class is to understand what the risk implications are for the customer and for the company. May be... View Details
Keywords: Risk and Uncertainty; Customers; Insurance
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  • Article

Understanding the Advice of Commissions-Motivated Agents: Evidence from the Indian Life Insurance Market

By: Santosh Anagol, Shawn Cole and Shayak Sarkar
We conduct a series of field experiments to evaluate the quality of advice provided by life insurance agents in India. Agents overwhelmingly recommend unsuitable, strictly dominated products, which provide high commissions to the agent. Agents cater to the beliefs of... View Details
Keywords: Advice; Customers; Insurance; Service Operations; Motivation and Incentives; Ethics; India
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  • 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
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  • 2020
  • Other Teaching and Training Material

Leading the Charge: A Podcase about Product Management at Opower

By: Jeffrey Rayport and John J. Lafkas
The Opower podcase materials contain audio from professor Jeffrey Rayport's interview with Ben Foster, the former vice president of product management at Opower, and more recently the co-founder of Prodify. In the podcase, Ben discusses how product management works in... View Details
Keywords: Product; Management; Growth and Development Strategy; Customization and Personalization; Conflict Management; Software
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    Lauren H. Cohen

    Lauren Cohen is the L.E. Simmons Professor in the Finance & Entrepreneurial Management Units at Harvard Business School and a Research Associate at the National Bureau of Economic Research. He is an Editor of the Review of Financial... View Details

    Keywords: asset management; brokerage; financial services; federal government; investment banking industry; state government
    • January 2022
    • Case

    Bee-ing Better at Bombas

    By: Elizabeth A. Keenan, Youngme Moon and John Masko
    David Heath and Randy Goldberg founded Bombas in 2013 to serve two missions: to deliver the “best socks in the history of feet,” and to donate socks (the most requested item in homeless shelters) to Americans experiencing homelessness. Eight years later, Bombas had... View Details
    Keywords: Social Entrepreneurship; Values and Beliefs; Brands and Branding; Marketing Strategy; Digital Marketing; Distribution; Corporate Social Responsibility and Impact; Mission and Purpose; Quality; Business and Stakeholder Relations; Human Needs; Poverty; Growth and Development Strategy; Apparel and Accessories Industry; New York (city, NY)
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    • March 1996 (Revised January 1997)
    • Case

    Scott Cook and Intuit

    By: James L. Heskett
    Scott Cook has just learned that Microsoft has withdrawn its $2 billion offer for his company Intuit. Because of his company's prospects, he is elated. But he now must decide the direction in which to take his company while continuing to focus on the formula of... View Details
    Keywords: Customer Relationship Management; Entrepreneurship; Business or Company Management; Marketing Strategy; Product Development
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    • July – August 2008
    • Article

    When Virtue Is a Vice

    By: Anat Keinan and Ran Kivetz
    Choosing duty over pleasure today can cause regret down the road—whereas regret over the reverse is fleeting. Marketers of luxury products and services should consider prompting customers to predict their future feelings about choices made now. View Details
    Keywords: Decision Choices and Conditions; Forecasting and Prediction; Moral Sensibility; Marketing Strategy; Consumer Behavior; Emotions; Luxury
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    • 15 Apr 2013
    • News

    Solving the Search vs. Display Advertising Quandary

    • 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
    Keywords: Customer Focus and Relationships; Customer Satisfaction; Innovation and Management
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    • 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
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    • August 1994 (Revised June 1995)
    • Background Note

    Managerial Effectiveness and Diversity: Organizational Choices

    Defines "diversity" in organizational terms and provides a descriptive framework for understanding the ways organizations identify and respond to its challenges and opportunities. The four components or lenses of the framework are: motivators, mindset, methods,... View Details
    Keywords: Customers; Organizations; Labor; Diversity Characteristics
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    • February 2001
    • Background Note

    National Innovation Systems and Comparative Industry Evolution

    Discusses U.S. and Japanese innovation systems. Illustrates these with comparative studies of computer and pharmaceutical industries. Probes effects of labor, capital, and customer market institutions on these sectors in the United States and Japan. View Details
    Keywords: Industry Growth; Innovation and Invention; Computer Industry; Pharmaceutical Industry; Japan; United States
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    • September 1999 (Revised October 2000)
    • Case

    Eggrock Partners, LLC (A)

    By: Thomas J. DeLong, Myra M. Hart and Sharon Peyus
    Explores the challenges of choosing how to grow a professional services firm (PSF). Before developing a growth strategy, the partners need to agree on what business(es) the company should be in. Each of the three partners has differing views of what the company should... View Details
    Keywords: Entrepreneurship; Business or Company Management; Growth and Development Strategy; Business Model; Expansion; Business Processes; Industry Structures; Customer Focus and Relationships; Employees; Partners and Partnerships; Service Industry
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