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  • March 2002 (Revised May 2007)
  • Case

Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)

By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
Keywords: Customers; Customer Relationship Management; Price; Perspective; Marketing; Competitive Advantage; Financial Services Industry; Banking Industry; Canada
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  • 1993
  • Other Teaching and Training Material

People, Service, Success: The Service Profit Link

By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser
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  • 1997
  • Working Paper

The Emergence and Sustainability of Abnormal Profits

By: Anita M. McGahan and Michael E. Porter
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  • 01 Dec 2021
  • Podcast

Hubert Joly on humanizing the profit motive

Can businesses afford to see employees in terms other than unit labor cost? How do you factor the Golden Rule into a profit and loss statement? Former Best Buy CEO Hubert Joly explains how unlearning business orthodoxies helped him prove that a human-centered approach... View Details
  • 27 Mar 2023
  • News

Striking the Balance Between Profits and Purpose

  • Article

181 Top CEOs Have Realized Companies Need a Purpose Beyond Profit

By: Claudine Gartenberg and George Serafeim
On August 19, 2019, the Business Roundtable (BR) issued a memo entitled “Statement on the Purpose of a Corporation.” The Business Roundtable, one of the most preeminent business lobbies in the United States, includes 192 CEOs of leading U.S. companies from Apple to... View Details
Keywords: Purpose; Corporate Purpose; Stakeholder Management; CEO; Mission and Purpose; Business and Stakeholder Relations; Strategy
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  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

  • December 1997 (Revised May 2017)
  • Teaching Note

Kidder, Peabody & Co.: Creating Elusive Profits

By: Robert Simons and Antonio Dávila
Teaching Note for (9-197-038). View Details
Keywords: Strategy And Execution; Management Control Systems; Internal Controls; Risk Management; Risk And Uncertainty; Risk Assessment; Profit
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  • 1999
  • Article

Managing Advertising and Promotion for Long-Run Profitability

By: Kamel Jedidi, Carl F. Mela and Sunil Gupta
Keywords: Management; Advertising; Profit
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  • February 2002 (Revised March 2002)
  • Case

Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
Keywords: Competitive Advantage; Price; Customer Relationship Management; Marketing; Customer Value and Value Chain; Financial Services Industry; Banking Industry; Canada
Related
  • Article

Profiting When Customers Choose Value over Price

By: Andreas Hinterhuber and Marco Bertini
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  • September 2011
  • Case

Driving Profitable Growth at US Auto Parts

USAP faces extraordinary opportunities to change the way that automobiles are serviced in the US by selling parts at fair prices though online channels. View Details
Keywords: Business Growth and Maturation; Corporate Entrepreneurship; Disruptive Innovation; Business Model; Internet and the Web; Business Strategy; Internet and the Web; Machinery and Machining; Cost Management; Auto Industry; Retail Industry; United States
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  • April 2000
  • Teaching Note

Merloni Elettrodomestici spa: Building for Profit TN

By: Joseph L. Bower
Teaching Note for (9-300-118). A rewritten version of an earlier teaching note. View Details
Keywords: Europe
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  • 15 Oct 2015
  • News

Restaurants find empowering workers leads to profits

  • 18 Nov 2010
  • News

Sexism That Irks Goldman Profits Savvy CEOs

  • 23 Jan 2017
  • News

Helping Warli artists profit from their work

  • 01 Jun 2017
  • News

Research Brief: Profit with Purpose—and Middle Management

George Serafeim (photo by Susan Young) Claudine Madras Gartenberg The idea of corporate purpose—a responsibility that goes beyond dollars and cents—can seem like little more than platitudes tucked into a mission statement. But new research shows that with the help of... View Details
Keywords: Erin Peterson
  • 2006
  • Working Paper

The Demise of Cost and Profit Centers

By: Robert S. Kaplan
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  • 1993
  • Chapter

Putting the Service Profit Chain to Work

By: Roger Hallowell and Leonard A. Schlesinger
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  • 06 Aug 2024
  • News

Start-Ups Success Relies on Balancing Growth, Profitability