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Departments | Employment

Services, and Curriculum Services) Business Operations Executive Office Information Management Services ( Analytics, Taxonomy, Search, Data Management) Information Products Team (Working Knowledge, eBaker, Baker Library|Bloomberg Center... View Details

Web

Employers - Institute For Strategy And Competitiveness

excellence in playing the roles described for them. Select plans and plan administrators based on health results, not administrative convenience Align interests by encouraging long-term relationships between the plan and subscribers... View Details

28 Oct 2019
Research & Ideas

Brick-and-Mortar Stores Are Making a Comeback

to build a relationship with the customer and communicate the brand in an experiential way. There’s still a purpose for physical shopping in today’s environment; it just has to feel different from what we’ve gotten used to as consumers.... View Details

Keywords: by Jen McFarland Flint; Retail

October 2003
Case

Merrill Lynch: Supernova

Supernova is the name given to a new way to manage client relationships that originated in the Merrill Lynch Indianapolis offices. During a trial period, Supernova generated very good results among financial advisers and their customers, but challenged the traditional... View Details

Keywords: Organizational Change and Adaptation; Customer Relationship Management; Organizational Culture; Financial Services Industry; Indianapolis

17 Apr 2017
Research Event

The Most Pressing Issues for Platform Providers in the Sharing Economy

“I am shocked by how many entrepreneurs and how many VCs haven’t asked the question of what creates the network effect [whereby a product or service becomes more valuable to customers as more people use it],... View Details

Keywords: by Carmen Nobel; Service

26 Jul 2006
Research & Ideas

The Strategic Way to Go to Market

more vehicles than they can sell and—unable to make money from new cars—turn to service and trade-ins to eke out margins. And at the bottom of the chain are customers trapped in high-pressure negotiations... View Details

Keywords: by Sean Silverthorne

26 Jul 2016
First Look

July 26, 2016

suppliers of assets for rent, physical products, or services with customers demanding them. Among the most notable two-sided platforms in terms of their tremendous early growth were Airbnb, Etsy, and Uber.... View Details

Keywords: Sean Silverthorne

May 1996 (Revised November 2018)
Case

Ecolab, Inc.

By: Ashish Nanda

By 1993, Ecolab has established a dominant market position in the institutional cleaning industry. As the company’s principal competitor, Diversify, drives sales aggressively, Ecolab president Al Schuman faces a choice about how best to market Ecolab’s offerings.... View Details

Keywords: Customer Relationship Management; Employees; Retention; Marketing Strategy; Risk Management; Service Industry

02 Sep 2019
What Do You Think?

Are Overlooked Forces Shielding the US from Severe Economic Downturns?

peterhowell Summing Up: Is the Current US Economic Expansion Primarily in the Hands of the Fed? New applications of technology and the expansion of the service economy may contribute to prolonged economic expansion. But they represent... View Details

Keywords: by James Heskett; Service

23 Dec 2002
Research & Ideas

Partnering and the Balanced Scorecard

propositions that lead customers to do more business and at higher margins with the company Innovation and excellence in products, services, and processes The capabilities and alignment of employees and... View Details

Keywords: by Robert S. Kaplan & David P. Norton

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

Keywords: Computer Systems Design and Related Services; Computer Systems Design and Related Services

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

Keywords: by Andrei Hagiu; Web Services; Web Services

February 2000 (Revised March 2004)
Case

Venture Law Group (A)

By: Thomas J. DeLong, Ashish Nanda and Scott D Landry

Craig Johnson, Venture Law Group's (VLG) chairman, founded VLG in 1993 with a goal of "zero voluntary turnover." In late 1998, Johnson faces the departure of three important partners, prompting himself to ask what VLG can do in the midst of an "economic hurricane" that... View Details

Keywords: Business Model; Customer Relationship Management; Partners and Partnerships; Retention; Legal Services Industry