management focus - Publications - Faculty & Research

January – February 2008
Article

Managing the Impact of Employee Turnover on Performance: The Role of Process Conformance

We examine the impact of employee turnover on operating performance in settings that require high levels of knowledge exploitation. Using 48 months of turnover data from U.S. stores of a major retail chain, we find that, on average, employee turnover is associated with... View Details

Keywords: Customer Focus and Relationships; Governance Compliance; Retention; Standards; Service Operations; Business Processes; Retail Industry; United States

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01 Dec 1998
News

Managing the Business of Life

she notes. "Because of the technology and a management focus on the end result, I was given a lot of flexibility I might not otherwise have had." In turn, Middlebrooks passes on the goodwill to her staff.... View Details

January 2024 (Revised February 2024)
Course Overview Note

Managing Customers for Growth: Course Overview for Students

By: Eva Ascarza

Managing Customers for Growth (MCG) is a 14-session elective course for second-year MBA students at Harvard Business School. It is designed for business professionals engaged in roles centered on customer-driven growth activities. The course explores the dynamics of... View Details

Keywords: Customer Relationship Management; Decision Making; Analytics and Data Science; Growth Management; Telecommunications Industry; Technology Industry; Financial Services Industry; Education Industry; Travel Industry

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Teaching Interest

Turnarounds and Transformation (formerly Entrepreneurial Management in a Turnaround Environment)

By: Ranjay Gulati

The focus of this course is the leader as a strategist, architect, decision maker, and change agent in a turnaround or transformation environment. This course is intended for students pursuing a range of career options as business operators,... View Details

Keywords: MBA; Transformation

10 Jan 2007
HBS Case

The Challenge of Managing National Security

attacks. Garry Emmons: The focus of your work is on how to manage integration within a highly differentiated organization. Post-9/11, how's the intelligence community doing on that score? Jan Rivkin:... View Details

Keywords: by Garry Emmons; Service

April 1997
Background Note

Using ABC to Manage Customer Mix and Relationships

By: Robert S. Kaplan

Describes applying activity-based costing to manage customer relationships. Links cost-to-serve to net margins earned with individual customers. View Details

Keywords: Customer Relationship Management; Activity Based Costing and Management

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2025
Report

High Stakes: A Framework for Geopolitical Risk Management

By: Meg Rithmire and David Fagan

This report provides a data-based assessment of how U.S. companies perceive geopolitical risk and articulates a recommended decision-making process and framework to manage such risk. The research reflected in the report indicates that various concerns related to China... View Details

Keywords: Globalization; International Relations; Business or Company Management; Risk Management

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20 Feb 2014
News

Managing the World’s Trouble Spots

was a systems thinker, GMP gave me new ways to think about how to align incentives and manage an ecosystem,” he says. “It had me sit back in an environment that’s challenging, asking, Am I following the right strategy?” The GMP program... View Details

Keywords: Jill Radsken

11 Apr 2012
Research & Ideas

The High Risks of Short-Term Management

Companies that manage for short-term gain rather than long-term growth have been blamed for everything from popularizing celebrity CEOs to causing a significant chunk of the current financial crisis. Now new research findings suggest that... View Details

Keywords: by Sean Silverthorne; Financial Services

Web

Accounting & Management - Faculty & Research

Accounting & Management Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students September 2025 Article Public Disclosure of Private Meetings: Does Observing Peers’ Information Acquisition Affect Analysts’... View Details

October 2021
Case

Yildiz Holding's Corporate Strategy: Managing Diversification for Growth

By: Juan Alcácer and Esel Çekin

The case opens in May 2018 with Nurtaç Ziyal Afridi, chief strategy and growth officer of Yıldız Holding, a Turkish conglomerate, reflecting on the group’s diversification journey. In ten years, the group had achieved a remarkable growth through diversification: seven... View Details

Keywords: Strategy; Diversification; Growth Management; Mergers and Acquisitions; Global Strategy; Restructuring; Food and Beverage Industry; North America; United Kingdom; Turkey; Asia

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2010
Simulation

Marketing Simulation: Managing Segments and Customers

By: Das Narayandas

In this single-player simulation, students assume the position of CEO of a medical motor manufacturer and are tasked with executing a successful business-to-business marketing strategy over a period of twelve fiscal quarters. Students determine all aspects of the... View Details

Keywords: Marketing Strategy; Salesforce Management; Distribution Channels; Price; Product Positioning; Customer Relationship Management; Profit; Revenue; Cost vs Benefits; Policy; Manufacturing Industry

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July 2023 (Revised August 2025)
Supplement

Managing Customer Retention at Teleko

By: Eva Ascarza

This exercise aims to teach students about 1)Targeting Policies; and 2)Algorithmic decision making, 3) Retention management. View Details

Keywords: Customer Relationship Management; Telecommunications Industry; Technology Industry; United States

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April 1998
Teaching Note

Managing Customers for Profits (TN)

By: Das Narayandas

Teaching Note for (8249) and (8257). View Details

Keywords: Customer Value and Value Chain; Profit; Customer Relationship Management

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Research Summary

Managing the Advantages and Tradeoffs of Collaborative Structures

By: Ethan S. Bernstein

To solve complex problems, organizations must both collect facts and use them to solve problems. In one study, my coauthors and I show that increased connectivity—measured as network... View Details

Keywords: Networks; Human Behavior; Performance; Virtual Work; Hybrid Work; Office Space; Workplace Design; Communication; Social and Collaborative Networks; Behavior; Organizational Design; Organizational Structure; Leadership; Management

2000
Chapter

Relationship Marketing and Key Account Management

By: Joseph P. Cannon and N. Narayandas

Keywords: Customer Relationship Management

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Product Management - Course Catalog

focus on early stage ventures searching for initial product market fit. It also complements Scaling Technology Ventures, which has a cross-functional perspective and focuses on overall organization design. Course Content In this half... View Details

08 Aug 2011
Research & Ideas

The Death of the Global Manager

comes to resolving the inherent tensions between headquarters—where the focus might be on standardizing products to drive down cost—and subsidiaries lobbying to adapt products to meet the specific needs of a local market. Making The... View Details

Keywords: by Julia Hanna

March 1999
Article

Practices for Managing Information Flows Within Organizations

By: Joel Demski, Tracy Lewis, Dennis Yao and Huseyin Yildirim

Firm organization determines how coworkers communicate and how information flows within the firm. Banking, accounting, consulting, and legal firms process proprietary information which their clients wish to protect. The firm's ability to safeguard and manage... View Details

Keywords: Information Management; Management Practices and Processes; Safety; Governance Controls; Customer Focus and Relationships

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