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  • April 2012 (Revised October 2013)
  • Supplement

eBay, Inc. and Amazon.com (B)

By: Ramon Casadesus-Masanell and Anant Thaker
A decade after BusinessWeek declared the competitive battle between eBay, Inc., and Amazon.com "a defining moment for e-commerce," Amazon established itself as the leader. eBay must decide what strategy to use in order to regain the upper hand: maintain its current... View Details
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  • 09 Nov 2017
  • News

America is seduced by 'leadership bling' and lacks true leaders

  • 04 Jul 2011
  • News

Making the Case for Consumer-Driven Health Care

  • Video

Making the Case for Consumer-Driven Health Care

  • 14 Feb 2011
  • Research & Ideas

Clay Christensen’s Milkshake Marketing

Updated to clarify a failure rate figure included in an earlier version. When planning new products, companies often start by segmenting their markets and positioning their merchandise accordingly. This segmentation involves either... View Details
Keywords: by Carmen Nobel; Service; Service; Service; Service
  • March 2003 (Revised October 2003)
  • Case

Campbell Soup Company: Transforming for the 21st Century

By: Lynda M. Applegate and Jamie Ladge
In July 2001, Campbell Soup's newly appointed CEO, Douglas R. Conant, addressed a group of Wall Street analysts and unveiled his plan to kick-start growth. His plan called for organizational renewal and revitalization, redesign of core customer-facing processes... View Details
Keywords: Customer Focus and Relationships; Entrepreneurship; Growth and Development Strategy; Marketing Strategy; Product Marketing; Industry Structures; Production; Supply Chain Management; Competition; Competitive Strategy; Consumer Products Industry; Food and Beverage Industry; United States
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  • 05 Sep 2013
  • News

Women and Sustainable Investing

    Building Sustainable Cities

    By 2050 the number of people living in cities will have nearly doubled, to 6 billion, and the problems created by this rampant urbanization are among the most important challenges of our time. Of all resource-management issues, the author argues, water, electricity,... View Details

    • 10 Nov 2020
    • Blog Post

    Instagram Takeover - Mae Abdelrahman (MBA 2021)

    in the classroom, she transitioned to a role in the financial services sector, before attending HBS. Mae has had a lifelong passion for skin care and beauty and she was excited... View Details
    • September 2002 (Revised October 2002)
    • Case

    Oklahoma VISION Project

    By: Lynda M. Applegate and Susan Saltrick
    Describes the two-year-old pilot phase of a public/private initiative in Oklahoma called the Virtual Internet School in Oklahoma Network (VISION) project. VISION was a first-of-its-kind, standards-based, vendor-neutral technology infrastructure developed to enable... View Details
    Keywords: Measurement and Metrics; Internet and the Web; Performance Evaluation; Technological Innovation; Partners and Partnerships; Service Delivery; Innovation and Management; Entrepreneurship; Education; Information Technology Industry; Education Industry; Oklahoma; Western United States
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    • Research Summary

    Organizations with Dual Competitive Advantage

    A close examination of several leading US service firms illustrates an unusual competitive phenomenon in that these firms are both cost and service leaders in their industries. My research documents this phenomenon, critically analyzing it in light of strategic and... View Details
    • 01 Jan 2014
    • News

    Competing with Privacy

    • February 1991
    • Case

    Burlington Northern: The ARES Decision (A)

    By: Julie H. Hertenstein and Robert S. Kaplan
    Burlington Northern's decision whether to invest in ARES, an automated train control system, is a ($350 million) strategic investment in information technology. Although set in a service industry (railroad) the issues around this decision arise in many organizations... View Details
    Keywords: Investment; Rail Transportation; Information Technology; Competitive Strategy; Performance Evaluation; Performance Effectiveness; Cost vs Benefits; Technology Adoption; Technological Innovation; Customers; Quality; Rail Industry
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    • February 2016 (Revised September 2020)
    • Case

    T-Mobile in 2013: The Un-Carrier

    By: John Beshears, Francesca Gino, Jonathan Lee and Sean (Yixiang) Wang
    By 2013, the U.S. wireless industry was in the midst of a costly transition. As consumers began to embrace more sophisticated mobile devices, the industry's four main players spent heavily to improve their infrastructures for providing reliable high-speed data... View Details
    Keywords: Business Model; Organizational Change and Adaptation; Product Positioning; Competition; Wireless Technology; Telecommunications Industry; United States
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      Rob Markey

      Rob Markey is a Senior Lecturer of Business Administration in the Technology and Operations Unit at Harvard Business School. He teaches Managing Service Operations in the MBA elective curriculum. The course focuses on how to effectively design,... View Details

      • May 1996 (Revised March 1998)
      • Case

      SaleSoft, Inc. (A)

      By: Das Narayandas
      SaleSoft, a start-up firm, markets Comprehensive Sales Automation Solutions (CSAS) that automate a firm's sales, marketing, and service functions. Even though the product has received very favorable responses from prospects, product complexity and a long buying cycle... View Details
      Keywords: Business Startups; Decisions; Revenue; Marketing Strategy; Product Launch; Sales; Opportunities; Information Technology; Technology Industry
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      • October 2021 (Revised December 2021)
      • Case

      Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

      By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
      As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details
      Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia
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      • Teaching Interest

      Cities, Structures, and Climate Shocks

      By: John D. Macomber

      This course is about building sustainable and resilient cities, future proofing real estate and infrastructure assets, and examining how businesses and investors find opportunities in climate adaptation.

      The world faces substantial challenges in the face of... View Details

      Keywords: Sustainability; Economic Development; Climate Finance; Migration; Climate Change; Adaptation; Urban Development; Real Estate Industry; Construction Industry; Energy Industry; Utilities Industry; Insurance Industry; Banking Industry

        Lynn S. Paine

        Lynn Sharp Paine is a Baker Foundation Professor and John G. McLean Professor of Business Administration, Emerita, at Harvard Business School. A member and former chair of the General Management unit, she has served in numerous leadership positions including Senior... View Details

        • September 1998 (Revised November 1998)
        • Case

        STRIVE

        STRIVE provides employment training and placement to chronically unemployed inner-city minority youth and young adults. This case describes STRIVE's creation as a community-based, single-site nonprofit in Harlem in 1984; the development of its service model (short,... View Details
        Keywords: Nonprofit Organizations; Growth Management; Employment; Training; Employment Industry
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