Publications

January 2001
Case

Accrue Software, Inc.

In 2000, Accrue is one of three survivors of the initial consolidation of the Web traffic analysis software industry. However, entry from CRM software providers and consultants, as well as ASPs offering Web analysis services, has introduced new threats to Accrue. Newly... View Details

Keywords: Customer Value and Value Chain; Competitive Advantage; Software; Web Services Industry

December 2000
Case

Friona Industries, L.P.

By: Ray A. Goldberg, Carin-Isabel Knoop and Cate Reavis

As the food industry becomes more sophisticated, and as genomics and other factors provide for quality control from the producers to the consumers in the food chain, the beef industry has been one of the last commodity systems to organize the vertical systems to... View Details

Keywords: Customer Satisfaction; Customer Value and Value Chain; Food; Management Systems; Supply and Industry; Performance Consistency; Quality; Partners and Partnerships; Food and Beverage Industry; Retail Industry

01 Jun 2020
What Do You Think?

Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?

the most interest: “The value of diversification is as true for supply chains as it is for investment portfolios Amazon is just the topic of the article but the same could be said for digital platforms that dominate their industry.” Jacob... View Details

Keywords: by James Heskett; Retail

28 Oct 2019
Research & Ideas

Brick-and-Mortar Stores Are Making a Comeback

Stores were designed as a place for lingering and relaxing. For customers who were looking for an in-and-out buying experience, that was frustrating and frivolous. Just give me my coffee! But for others, there was View Details

Keywords: by Jen McFarland Flint; Retail

01 Mar 2012
News

School’s Financial Picture Brighter than Expected

School’s operating revenue. Gifts from alumni and friends are another major source of income, and 2011 proved to be a highly successful year for fundraising. The total dollar value of new gifts increased by... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

29 Jun 2017
Research & Ideas

Why Uber Is Worth Saving and How To Do It

startups in the 1990s. “They said, ‘We’re different. Rules don’t apply. We’re in a new realm, and we seek total world domination,’” Kanter says. Most of those companies are no longer in business today. Uber in the classroom Uber’s... View Details

Keywords: by Dina Gerdeman; Transportation

18 Oct 2018
Research & Ideas

How to Use Free Shipping as a Competitive Weapon

shipping model, according to Ngwe. Ngwe attributes the higher purchase totals to customers overshooting the minimum balance needed to qualify for free shipping, due to the extra time and effort required to... View Details

Keywords: by Kristen Senz; Retail

October 2004 (Revised November 2004)
Case

AWB Limited

By: Ray A. Goldberg and Hal Hogan

Discusses how to evaluate the performance of the Australia Wheat Board in meeting the needs of its Australian wheat farmers and global consumers. Includes color exhibits. View Details

Keywords: Customer Satisfaction; Customer Value and Value Chain; Globalized Markets and Industries; Performance Effectiveness; Performance Evaluation; Agriculture and Agribusiness Industry; Australia

19 May 2014
Research & Ideas

Why Companies Should Compete for Your Privacy

Competition drives the supply of services with a low level of disclosure, since some customers will choose to pay more for a service in exchange for keeping their personal information under wraps. Competition ensures that services that... View Details

Keywords: by Dina Gerdeman; Consumer Products

02 May 2011
Research & Ideas

Casino Payoff: Hands-Off Management Works Best

good customers up to a value of 40 percent of what the customer is expected to spend, the "theoretical win." (Casinos, as you might expect, are experts at predicting what their... View Details

Keywords: by Dennis Fisher; Entertainment & Recreation

11 Apr 2007
Research & Ideas

Adding Time to Activity-Based Costing

companies with less than $10 million in annual sales get enormous insights about products and customers that were losing money and that could be quickly transformed into profitability once the executives saw what was driving the losses.... View Details

Keywords: by Sarah Jane Gilbert

October 2010
Case

Dubai Duty Free

By: Rajiv Lal and David Kiron

In mid-February 2009, Dubai Duty Free Managing Director Colm McLoughlin received the January sales report. He left the report lying on his desk unopened and went to walk around the shops as he did every morning. When he returned, he sat down at his desk, looked at the... View Details

Keywords: Customer Focus and Relationships; Marketing Strategy; Emerging Markets; Value Creation; Retail Industry; Dubai

02 Oct 2019
What Do You Think?

What Grade Would You Give Walmart CEO Doug McMillon?

so primarily because of the belief that corporations have a responsibility to several stakeholders. Bing’s comment reflects this: “He deserves an A. The Milton Friedman concept of shareholder value deserves an F. Stressing the increase in... View Details

Keywords: by James Heskett; Retail

February 2016 (Revised August 2016)
Case

Chilli Beans: Peace, Love, and Sunglasses

By: José B. Alvarez, Robert Mackalski and Andrew Otazo

This case illustrates how Chilli Beans became the most popular sunglasses retailer in Brazil and the issues it faced when expanding into the United States. View Details