Customer Management - Publications - Faculty & Research - Harvard Business School

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17 May 2011
First Look

First Look: May 17

Talismark, which helped its customers manage their waste, was considering re-engineering its business fundamentals to dramatically increase profitability by changing its sales and information processes.... View Details

Keywords: Sean Silverthorne

October 2020 (Revised March 2021)
Supplement

Migros Turkey: Scaling Online Operations During COVID-19 (C)

By: Antonio Moreno and Gamze Yucaoglu

The case opens in August 2020 as Ozgur Tort and Mustafa Bartin, CEO and chief large-format and online retail officer of Migros Ticaret A.S. (Migros), Turkey’s oldest and one of its largest supermarket chains, are navigating Migros through COVID-19 and the unprecedented... View Details

Keywords: Business Model; Strategy; Digital Platforms; Information Technology; Technology Adoption; Value Creation; Globalization; Competition; Expansion; Logistics; Profit; Resource Allocation; Diversification; Corporate Strategy; Crisis Management; Health Pandemics; Strategic Planning; Food and Beverage Industry; Turkey

January 1991 (Revised March 2010)
Case

Westchester Distributing, Inc. (A)

By: Robert L. Simons and Robert Boxwell

Focuses on the three-way interaction among internal controls, employee behavior, and incentives. Salesmen are illegally providing kickbacks to customers of this beer-distribution firm. In turn, salesmen are reimbursing themselves by filing fraudulent expense reports.... View Details

Keywords: Financial Reporting; Crime and Corruption; Corporate Governance; Governance Controls; Salesforce Management; Behavior; Motivation and Incentives; Distribution Industry; Food and Beverage Industry

December 2020 (Revised December 2022)
Case

The Dance of Dharma: On the Difficulty of Being Good

By: Arthur I. Segel and Tyler M. Richard

When deciding how to be good and act well, we often seek outside help. Many of our oldest and most frequently consulted sources of ethical guidance are our religious traditions. Just as one might consult a thoughtful friend, countless people seek direction from their... View Details

Keywords: Hinduism; Ethics; Religion; Values and Beliefs; Decision Making

February 1998 (Revised June 2000)
Case

Delamere Vineyard

Delamere Vineyard is a small, integrated winemaking business in Tasmania, specializing in pinot noir (red) and chardonnay (white) wines. Richard Richardson, Delamere's owner and winemaker, manages and operates the vineyard and winery largely alone. His products have... View Details

Keywords: Plant-Based Agribusiness; Quality; Production; Agriculture and Agribusiness Industry; Food and Beverage Industry; Australia

January 2009 (Revised June 2009)
Case

Distribution at American Airlines (A)

By: Benjamin Edelman

American Airlines sought to reduce the fees it pays to global distribution services (GDSs)—such as SABRE—to reach travel agents. But GDSs held significant tactical advantages. For example, GDSs had signed long-term exclusive contracts with the corporate customers who... View Details

Keywords: Price; Globalized Firms and Management; Governing Rules, Regulations, and Reforms; Distribution; Service Operations; Competition; Air Transportation Industry; Travel Industry

May 2024 (Revised February 2025)
Case

Lowe's: Improving the Total Home Strategy

By: Elie Ofek, K. Shelette Stewart and Alicia Dadlani

In 2023, Marvin Ellison, CEO of Lowe’s, contemplated enhancements to the company’s Total Home Strategy to accelerate performance and grow market share. In the last five years since becoming CEO, Ellison had championed a turnaround of the company, completing a... View Details

Keywords: Growth and Development Strategy; E-commerce; Competition; Brands and Branding; Business Strategy; Retail Industry; United States; North Carolina

03 May 2016
First Look

First Look, May 3, 2016

Effectively By: Casciaro, T., F. Gino, and M. Kouchaki Abstract—No abstract available. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=51004 February 2016 Journal of Accounting & Economics Labor Unemployment Insurance and Earnings View Details

Keywords: Sean Silverthorne

May 2021
Teaching Plan

Gera Developments: Leadership at a Crossroads

By: Christina R. Wing and John Masko

Teaching Plan for HBS Case No. 621-018. For decades, Gera Developments (Gera) was a boutique family-owned real estate development firm in Pune, India. But since 2000, managing director Rohit Gera had turned the company into a dynamic innovator in housing solutions for... View Details

Keywords: Buildings and Facilities; Business Growth and Maturation; Construction; Geographic Location; Global Strategy; Globalized Firms and Management; Housing; Leadership Style; Management Succession; Organizational Change and Adaptation; Organizational Culture; Family Ownership; Family and Family Relationships; Urban Development; Customization and Personalization; Real Estate Industry; Maharashtra; India; San Francisco

April 2008
Exercise

Exercise: Customer-Operator Letter Writing

By: Frances X. Frei

The exercise involves having students write letters to an organization of their choice describing their operating experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class.... View Details

Keywords: Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Knowledge Sharing; Knowledge Use and Leverage; Performance Improvement

May 1994
Background Note

Designing Channels of Distribution

By: V. Kasturi Rangan

Presents a framework and a method for addressing the new product channel choice decision. Offers a six-step method that involves: 1) disaggregating and prioritizing a distribution channel by customers' channel function requirements; 2) obtaining and combining... View Details

Keywords: Distribution Channels; Framework; Cost; Customers; Cost vs Benefits; Management

May 2004 (Revised July 2004)
Case

Clarence Saunders: The Comeback King

By: Nitin Nohria and Bridget Gurtler

Follows the rise and fall of the founder of the modern supermarket, Clarence Saunders. Prior to 1915, all staple shopping took place in the market or general store, where a clerk behind a counter pulled items from shelves for customers , measured them from a barrel, or... View Details

Keywords: Inflation and Deflation; Mission and Purpose; Business Processes; Leadership; Consumer Behavior; Leadership Style; Advertising; Customer Relationship Management; Customer Value and Value Chain; Order Taking and Fulfillment

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January 2009 (Revised June 2010)
Case

Cisco Business Councils (2007): Unifying a Functional Enterprise with an Internal Governance System

By: Ranjay Gulati

In response to the 2001 market downturn, Cisco Systems implemented a major restructuring that transformed the company from a decentralized to centralized organization. While recognizing that a centralized, functional structure was necessary to avoid product and... View Details

Keywords: Restructuring; Customer Focus and Relationships; Governing and Advisory Boards; Resource Allocation; Organizational Change and Adaptation; Organizational Structure; Corporate Strategy; Technology Industry

Article

Investors as Stewards of the Commons?

By: George Serafeim

Over the past few years, there has been a significant increase in the number of initiatives seeking to mobilize investor voice towards positive social impact. In this paper, I provide a framework outlining the role of investors as stewards of the commons. While... View Details

Keywords: Collaboration; Industry Self-regulation; Sustainability; ESG; Capital Markets; Investor Behavior; Investment Activism; Social Issues; Environmental Sustainability; Corporate Social Responsibility and Impact; Cooperation

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July 2020 (Revised January 2021)
Case

Pattern Brands

By: Sunil Gupta, Elie Ofek and Julia Kelley

In March 2020, direct-to-consumer (DTC) company Pattern Brands needed to decide how to allocate resources across its different brands. Pattern Co-Founders Nick Ling and Emmett Shine hoped to avoid the pitfalls faced by some DTC companies—such as inability to scale and... View Details

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Hiring Organizations

S.p.A. Anomaly Capital Management Antelope Anterra Capital Anthos Capital Anthropic Antora Energy Apeiron Labs Apollo Global Management Inc. Apple Inc. Applied Intuition Applied Ventures LLC Aquamarine... View Details

July 2012 (Revised January 2014)
Case

HGRM: Bringing Back High Touch Hospitality

By: Lynda M. Applegate and Gabriele Piccoli

The case centers on the dilemma faced by Carlo Fontana, the owner-operator of a small chain of two four-star urban hotels located in Lugano, Switzerland, and the other in Milan, Italy. Having developed an extensive customer service and operations information system,... View Details

Keywords: Entrepreneurship; Customer Relationship Management

January 2025
Case

Driving Efficiency and Sustainability at P&G China

By: Feng Zhu, Philip Kuai and Billy Chan

P&G China’s business had reached new heights thanks to the explosive growth of e-commerce in the country, but the rapidly increasing volume of shipments to customers had created operational and environmental challenges in terms of packaging waste, shipping damage, and... View Details

Keywords: Transformation; Customer Value and Value Chain; Environmental Sustainability; E-commerce; Logistics; Product Design; Value Creation; Order Taking and Fulfillment; Supply Chain Management; Consumer Products Industry; China

September 2021 (Revised December 2021)
Case

Telepass: From Tolling to Mobility Platform (Abridged)

By: Chiara Farronato, Stefano Denicolai and Sarah Mehta

Telepass, until very recently the sole processor of electronic toll payments on Italy’s highways, has ambitions beyond tolling. Since the mid-2010s, the company has been expanding into adjacent services. In 2017, Telepass launched TelepassPay—a mobile payment... View Details

May 2022
Supplement

Borusan CAT: Monetizing Prediction in the Age of AI (B)

By: Navid Mojir and Gamze Yucaoglu

Borusan Cat is an international distributor of Caterpillar heavy machines. In 2021, it had been three years since Ozgur Gunaydin (CEO) and Esra Durgun (Director of Strategy, Digitization, and Innovation) started working on Muneccim, the company’s predictive AI tool.... View Details

Keywords: AI and Machine Learning; Commercialization; Technology Adoption; Industrial Products Industry; Turkey; Middle East

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