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- All HBS Web
(2,486)
- People (2)
- News (547)
- Research (1,700)
- Events (3)
- Multimedia (9)
- Faculty Publications (944)
- 19 Sep 2016
- Research & Ideas
Why Isn't Business Research More Relevant to Business Practitioners?
journals. “Academic research can be helpful, but it tends to be overly complex, hard to digest, and not backed by real quantitative insights from customer populations or engagements,” says Neale-May, executive director of the Chief... View Details
- Web
2024 Reunion Presentations - Alumni
a software company that encourages households to reduce their energy consumption. From Opower's earliest days, its managers utilized experiments to amplify their environmental impact and enhance customer value. We will revisit some of... View Details
- 17 Apr 2017
- HBS Case
This Turkish Debt Collector Is Customer-friendly
Debt collectors aren’t perceived as providing great service to debtors.Source: BrianAJackson On the list of industries known for great customer service, debt collection is far from the top—and may not even... View Details
- 25 Aug 2022
- News
Up on the Corner
six-story, mixed-use building will soon rise above the dirt and gravel. The ground floor will feature an Afrocentric bookstore-café where customers can peruse books by African authors while sipping hibiscus tea and baobab juice. (Dlodlo,... View Details
- 25 Jun 2013
- First Look
First Look: June 25
Business School Case 613-045 Managing with Analytics at Procter & Gamble Senior management at P&G has put a strong emphasis on using data to make "better, smarter, real-time business decisions." The Global Business View Details
Keywords: Anna Secino
- 25 May 2020
- Research & Ideas
Has Occupational Licensing Outlived Its Usefulness?
sure whether governments should reduce the licensing requirements on education, exams, training, or licensing fees. But there is scope for governments to experiment with gradual reductions in licensing requirements, because when we compare View Details
- 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... View Details
- 21 Mar 2004
- Research & Ideas
Loyalty: Don’t Give Away the Store
crucial to find ways to reward loyalty through non-price offers. In competitive environments, the cost of affecting customer behavior is much higher. Retailers should use card data to think of services in a... View Details
- 01 Jun 2020
- What Do You Think?
Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?
Walmart, and Etsy ate that part of Amazon’s lunch that Amazon couldn’t finish. One problem for Amazon was its inability to meet the tremendous demand surge for online services and products. Its stockouts increased and delivery times... View Details
- June 2009
- Teaching Note
Online Restaurant Promotions
By: Benjamin Edelman
Teaching Note for [909034]. View Details
- Person Page
Media
Media
This lists media reports covering my firm dollarDEX Investments or me (or my colleagues), or columns written by me (or my colleagues). There are all... View Details
- 02 May 2011
- Research & Ideas
Casino Payoff: Hands-Off Management Works Best
the "comp," or complimentary benefit, which can include a free dinner at a hotel restaurant, reduced-priced tickets and good seats to a show, or even free lodging in deluxe accommodations. In short, casino hosts are the ultimate customer... View Details
- March 2007 (Revised August 2007)
- Supplement
Dell Computers (B): The Transition
By: Frances X. Frei and Christine van Keuren
The case presents the outcome of the (A) case and explores challenges in the PC industry up to early 2007. Michael Dell's return as CEO is also discussed. View Details
Keywords: Customer Relationship Management; Managerial Roles; Service Delivery; Service Operations; Hardware; Technology Industry
Frei, Frances X., and Christine van Keuren. "Dell Computers (B): The Transition." Harvard Business School Supplement 607-081, March 2007. (Revised August 2007.)
- 04 Jul 2005
- Research & Ideas
Should You Outsource Your Marketing?
still need to meet regularly with customers. Companies need chief marketing officers to drive marketing strategy and make the most of the company's customer relationships. And companies still need flesh-and-blood employees to win and... View Details
Keywords: by Poping Lin
- 11 Dec 2017
- News
Growing from Within
guest counts on a daily basis across the restaurant portfolio as well as operating metrics such as speed and accuracy of service and food quality. Also very important are customer and people metrics. The... View Details
- August 2006 (Revised September 2007)
- Supplement
Istituto Clinico Humanitas (C): Pronto Soccorso
By: Richard M.J. Bohmer
Follows on from the cases Istituto Clinico Humanitas (A) and (B). Describes the design and running of the new Humanitas Emergency Department. Istituto Clinico Humanitas has developed a very efficient operating system for dealing with elective (largely surgical)... View Details
Keywords: Health Care and Treatment; Organizational Change and Adaptation; Service Operations; Service Delivery; Customer Focus and Relationships; Health Industry; Italy
Bohmer, Richard M.J. "Istituto Clinico Humanitas (C): Pronto Soccorso." Harvard Business School Supplement 607-022, August 2006. (Revised September 2007.)
- 06 Jun 2012
- What Do You Think?
Is Something Wrong with the Way We Work?
created by customers and clients and their increasing expectations that we be available day and night. Even more can be laid at the feet of leadership. But ultimately the primary culprit is us. That's my sense of the comments concerning... View Details
- July 2010 (Revised March 2013)
- Case
Heidrick & Struggles and Standard Chartered Bank: Managing Global Key Accounts
By: Robert G. Eccles and Kerry Herman
Daren Kemp, a partner at leadership consultancy and executive search firm Heidrick & Struggles, is responsible for the firm's relationship with Standard Chartered Bank (Standard Chartered). Standard Chartered is one of 94 companies in Heidrick's strategic partners... View Details
Keywords: Customer Relationship Management; Service Delivery; Partners and Partnerships; Business Strategy; Consulting Industry; Employment Industry
Eccles, Robert G., and Kerry Herman. "Heidrick & Struggles and Standard Chartered Bank: Managing Global Key Accounts." Harvard Business School Case 411-011, July 2010. (Revised March 2013.)
- 02 Jun 2014
- Research & Ideas
Secrets to a Successful Social Media Strategy
us look at profiles of others, without actually letting these people know that their content was viewed." With a better understanding of why we love social media platforms so much, Piskorski wanted to learn how companies that sell products and View Details
Keywords: by Carmen Nobel