Filter Results:
(2,485)
Show Results For
- All HBS Web
(2,485)
- People (2)
- News (547)
- Research (1,700)
- Events (3)
- Multimedia (9)
- Faculty Publications (944)
Show Results For
- All HBS Web
(2,485)
- People (2)
- News (547)
- Research (1,700)
- Events (3)
- Multimedia (9)
- Faculty Publications (944)
- 07 Sep 2021
- News
Alumni Perspective: The Morning After 9/11
helpful. Can someone tell us how insurance companies make money?” And so, the first day of our post-9/11 lives began. Just six days earlier, in what suddenly seemed like a parallel universe, Frances had introduced us to her course on Managing View Details
- 01 Dec 2022
- News
Case Study: Your Call Is Important to Us
potential for almost any service business that connects with customers over the phone. “That market is too broad for a startup,” Sambvani concedes, so the team spends a lot of time debating which of the... View Details
- May 1998 (Revised September 1999)
- Background Note
Note on Managed Care
By: Richard M.J. Bohmer
Presents an overview of managed care. Describes the relationship between provider and insurance companies, examines the implications for consumers, and discusses financial arrangements and operational characteristics commonly observed in the industry. Also provides a... View Details
Keywords: Customers; Insurance; Health Care and Treatment; Service Operations; Relationships; Insurance Industry
Bohmer, Richard M.J. "Note on Managed Care." Harvard Business School Background Note 698-060, May 1998. (Revised September 1999.)
- 01 Jun 2018
- News
Research Brief: Lessons from Last Place
Ryan Buell (photo by Russ Campbell) Ryan Buell (photo by Russ Campbell) We all wait in lines—at the grocery store, the bank, or a ticket booth, or on hold to speak to a customer service rep about your cable... View Details
Keywords: Jennifer Myers
- October 2023 (Revised February 2024)
- Technical Note
Design and Evaluation of Targeted Interventions
By: Eva Ascarza and Ta-Wei (David) Huang
Targeted interventions serve as a pivotal tool in business strategy, streamlining decisions for enhanced efficiency and effectiveness. This note delves into two central facets of such interventions: first, the design of potent decision guidelines, or targeting... View Details
Keywords: Marketing; Customer Relationship Management; Analysis; Design; Business Strategy; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry
Ascarza, Eva, and Ta-Wei (David) Huang. "Design and Evaluation of Targeted Interventions." Harvard Business School Technical Note 524-034, October 2023. (Revised February 2024.)
- Student-Faculty-Profile
Michelle Shell & Ryan Buell
anxiety impacts the quality of a financial planning experience and the integrity of the resulting financial plan, both of which will impact customer satisfaction. The financial services industry has... View Details
- 31 Jan 2005
- Research & Ideas
Rethinking Marketing’s Conventional Wisdom
how they're marketing themselves? Youngme Moon: Many mature service industries are in a service "arms race" in which they keep adding more and more services... View Details
Robert F. McDermott
diversified financial services enterprise with over $30 billion in assets. His deep commitment to customer service and concern for employee satisfaction were recognized by... View Details
Keywords: Finance
- 01 Jun 2005
- News
Transforming the IRS
Rossotti Courtesy HBS Press When Charles O. Rossotti (MBA ’64) was appointed commissioner of the Internal Revenue Service in 1997, it was the most feared and loathed of all federal government agencies. People told him that he was taking... View Details
- 06 Dec 2021
- News
In My Humble Opinion: Come Clean
Twenty years ago, when a broker called to tell Jon Simon (MBA 1980) about the possibility of acquiring Parkway Custom Drycleaning, the broker didn’t initially reveal what it was—a high-end dry-cleaning business founded in 1926. Convinced... View Details
- 04 Sep 2019
- News
Case Study: Up in the Air
on IT services in 2018, and the direction of global tech trends, the shortage isn’t going away quickly. Berendt cofounded Talent Alpha in 2018 to fill that gap. The Kraków-based startup is building a marketplace to link central and... View Details
- 01 Sep 2009
- News
Ready for Launch
A daily apartment cleaning service (Fresh Maid). An organizer of one-day extreme endurance events for men (Tough Mudder). A market-based solution to increase the milk production of cattle in rural India (Doodh Bhandar). These are just a... View Details
- 30 Jun 2015
- First Look
First Look: June 30, 2015
in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to... View Details
Keywords: Carmen Nobel
- 01 Sep 2013
- News
Passion & Purpose
Thomas A. James “As an undergrad at Harvard, I majored in economics and minored in philosophy. There are a lot of connections between the two.” During 40 years as CEO of Raymond James Financial, James, a Baker Scholar, transformed the family firm into a global... View Details
- 29 Sep 2015
- Research & Ideas
Work 3.0: Redefining Jobs and Companies in the Uber Age
as Lyft, Postmates, Upwork, TaskRabbit, and scores of others like them—connect large numbers of independent contractors providing services with customers seeking those services. The companies profit by... View Details
- 11 Oct 2004
- Research & Ideas
Four Ways to Create Lasting Change
CEO and his team. Q: What caused the failure of Alpha's first attempt at a customer service initiative in the early 1990s? A: Initially, the first CSE [Customer Service... View Details
Keywords: by Martha Lagace
- October 1997 (Revised July 1998)
- Case
Cultivating Capabilities to Innovate: Booz.Allen & Hamilton
By: Clayton M. Christensen and Bret J. Baird
Describes the efforts of the president of Booz.Allen, a major consulting firm, to understand and improve the way that products, services, and processes are developed and deployed throughout the firm. Proactive management of these processes proves very difficult because... View Details
Keywords: Change Management; Innovation and Management; Management Teams; Service Operations; Organizational Culture; Customer Focus and Relationships; Decision Making; Consulting Industry
Christensen, Clayton M., and Bret J. Baird. "Cultivating Capabilities to Innovate: Booz.Allen & Hamilton." Harvard Business School Case 698-027, October 1997. (Revised July 1998.)
- October 2018 (Revised April 2019)
- Teaching Note
Kids & Company: Entering the U.S.
By: Boris Groysberg and Matthew G. Preble
Teaching Note for HBS No. 418-011. View Details
Keywords: Child Care; Childcare; Day Care; Daycare; Strategy; Growth Management; Business Strategy; Competitive Advantage; Expansion; Leadership; Product Marketing; Brands and Branding; Service Delivery; Service Operations; Product Design; Product Development; Selection and Staffing; Customer Focus and Relationships; United States; Canada
Thomas M. Siebel
Siebel founded his firm in 1993 as a provider of sales force automation systems. Though his firm quickly became a major player in sales force automation, Siebel Systems achieved tremendous growth when its software was applied to customer... View Details
Keywords: Computers & Electronics
- 01 Mar 2007
- News
Courting the Poor
employees and customers alike,” Frei says. “I couldn’t think of a service business that fit that description in the United States. We’ve been unable to crack that code of ‘courting the poor’ in any... View Details