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  • All HBS Web  (6,286)
    • People  (30)
    • News  (1,629)
    • Research  (3,699)
    • Events  (7)
    • Multimedia  (9)
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  • Program

Transforming Customer Experiences

Summary Superior customer service can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly. Led by HBS thought leaders who are experts in customer experience management, this program... View Details

    William A. Sahlman

    William Sahlman is a Baker Foundation Professor of Business Administration at Harvard Business School.

    Mr. Sahlman received an A.B. degree in Economics from Princeton University (1972), an M.B.A. from Harvard University (1975), and a Ph.D. in Business... View Details

    Keywords: financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services

      Joseph L. Bower

      JOSEPH L. BOWER, Donald K. David Professor Emeritus, has been a leader in general management at Harvard Business School for 51 years. He also served on the faculty of the Harvard Kennedy School during its first decade.  He has served in many administrative roles... View Details

      Keywords: financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services; financial services
      • 24 Mar 2008
      • Research & Ideas

      Reducing Risk with Online Advertising

      it's often hard to know whether you've received the service you've contracted to receive and have paid for. You've got a bill. Have you also received the benefit of the service—the customers? Certainly you have some customers, but are... View Details
      Keywords: by Martha Lagace; Web Services; Web Services
      • March 2007
      • Case

      Ascent Media Group (A)

      Ascent Media races to adapt to the changes resulting from increasing digitalization of its business, from creative post-production services to warehousing and repurposing of old media content. Raises issues of how technology interacts with creative processes and... View Details
      Keywords: Organizational Change and Adaptation; Technology; Management; Creativity
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      Austin, Robert D., and Debra Elana Schifrin. "Ascent Media Group (A)." Harvard Business School Case 607-064, March 2007.
      • 03 Jan 2011
      • Research & Ideas

      Most Popular Articles of 2010

      Judging by the most-read articles and faculty working papers over the last year, our readers continue to be fascinated by the emergence of social networks and their potential impacts on business and management. Another developing area of interest is in the realm of... View Details
      Keywords: by Staff
      • January 2004 (Revised January 2005)
      • Case

      Delta Air Lines (A): The Low-Cost Carrier Threat

      By: Jan W. Rivkin and Laurent Therivel
      The top management of Delta Air Lines must decide how to respond to the threat posed by low-cost carriers such as Southwest and JetBlue. Among the options considered is the launch of a low-cost subsidiary by Delta itself. Prior efforts to launch a low-cost subsidiary,... View Details
      Keywords: Corporate Strategy; Competitive Strategy; Cost; Decision Choices and Conditions; Service Delivery; Service Operations; Air Transportation Industry
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      Rivkin, Jan W., and Laurent Therivel. "Delta Air Lines (A): The Low-Cost Carrier Threat." Harvard Business School Case 704-403, January 2004. (Revised January 2005.)
      • October 2019
      • Case

      Harlem Capital: Changing the Face of Entrepreneurship (A)

      By: George Serafeim
      Jarrid Tingle and Henri Pierre-Jacques had spent the summer between their first and second years of their Harvard Business School MBA program fund raising for their start-up venture capital (VC) firm, Harlem Capital Partners. Harlem Capital was founded upon the... View Details
      Keywords: Impact Investing; Gender Bias; Gender Inequality; Minority Representation; Entrepreneurial Finance; Investment Management; Investing; Inequality; Race And Ethnicity; Black Entrepreneurs; Black Inventors; Black Leadership; Venture Investing; Fund Raising; Venture Capital; Entrepreneurship; Diversity; Gender; Race; Equality and Inequality; Equity; Mission and Purpose; Investment Funds; Financial Services Industry; United States
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      Serafeim, George, and David Freiberg. "Harlem Capital: Changing the Face of Entrepreneurship (A)." Harvard Business School Case 120-040, October 2019.
      • 19 Dec 2023
      • Research & Ideas

      $15 Billion in Five Years: What Data Tells Us About MacKenzie Scott’s Philanthropy

      of gifts over time. So many in the nonprofit and philanthropy world wondered how Scott’s nonconforming principles would be expressed in her actual giving. Scott, whose net worth has been estimated to top $40 billion, established the organization Yield Giving in 2022 to... View Details
      Keywords: by Matthew Lee, Brian Trelstad, and Ethan Tran
      • September 2002 (Revised January 2003)
      • Case

      Dimensional Fund Advisors, 2002

      By: Randolph B. Cohen
      Dimensional Fund Advisors (DFA) is an investment management firm that prides itself on basing its investment strategies on sound academic research. Many of the best-known finance research papers of the past two decades (especially those by Eugene Fama and Kenneth... View Details
      Keywords: Knowledge Use and Leverage; Research; Success; Investment; Financial Services Industry
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      Cohen, Randolph B. "Dimensional Fund Advisors, 2002." Harvard Business School Case 203-026, September 2002. (Revised January 2003.)
      • Program

      Preparing to Be a Corporate Director

      can make your greatest contribution Develop a personal strategy for your board career Clarify your reasons and motivations for joining a board Develop a thoughtful plan for integrating board service into your career Plan how you will... View Details

        Building Sustainable Cities

        By 2050 the number of people living in cities will have nearly doubled, to 6 billion, and the problems created by this rampant urbanization are among the most important challenges of our time. Of all resource-management issues, the author argues, water, electricity,... View Details

        • 01 Mar 2004
        • What Do You Think?

        Are Customer Loyalty Initiatives Worth the Investment?

        Reichheld, The Loyalty Effect). Instead of joining a debate, many respondents decried the misuse of the term "customer loyalty management" and superficial attempts to manage the phenomenon. In the view of Theresa Quintanilla,... View Details
        Keywords: by James Heskett
        • 31 Oct 2023
        • HBS Case

        Checking Your Ethics: Would You Speak Up in These 3 Sticky Situations?

        McKinsey, serving as managing director of the Boston office and leader of the global merger integration practice during that period. “These dilemmas will happen, and they will happen faster and sooner than you expect.” “There are few... View Details
        Keywords: by Michael Blanding; Consulting
        • June 2020 (Revised May 2022)
        • Case

        Vanguard Retail Operations (A)

        By: Willy C. Shih and Antonio Moreno
        The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or... View Details
        Keywords: Pooling; Generalist Model; Specialist Model; Operations; Service Operations; Management; Job Design and Levels; Financial Services Industry; United States
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        Shih, Willy C., and Antonio Moreno. "Vanguard Retail Operations (A)." Harvard Business School Case 620-104, June 2020. (Revised May 2022.)
        • October 2010 (Revised July 2012)
        • Case

        Global Expansion at Sanford C. Bernstein

        By: Linda A. Hill and Dana Teppert
        Sanford C. Bernstein, a premier sell-side research firm, is expanding globally and has recently opened an office in Hong Kong. Global Director of Research Robert van Brugge must consider how best to organize the firm's research department to enhance cross-sector and... View Details
        Keywords: Change Management; Talent and Talent Management; Globalized Firms and Management; Knowledge Sharing; Leading Change; Organizational Change and Adaptation; Organizational Design; Research; Financial Services Industry; Hong Kong
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        Hill, Linda A., and Dana Teppert. "Global Expansion at Sanford C. Bernstein." Harvard Business School Case 411-051, October 2010. (Revised July 2012.)
        • Web

        Browse All Articles, Research, & Case Studies - HBS Working Knowledge

        Case What Wartime Service Taught These Historic Leaders by Avery Forman What can corporate leaders learn from executives who served their country during wartime conflicts? Drawing on a series of case studies, Robert Simons shares... View Details
        • 2013
        • Chapter

        Effective Teamwork and Collaboration

        By: Heidi K. Gardner
        Book Abstract: The ability to attract, develop, and retain talent has become one of the biggest competitive issues for law firms. But although talent management is now recognized as a business issue of prime importance, law firms often lack the experience, vision, and... View Details
        Keywords: Talent and Talent Management; Legal Services Industry
        Citation
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        Gardner, Heidi K. "Effective Teamwork and Collaboration." In Managing Talent for Success: Talent Development in Law Firms, edited by R. Normand-Hochman, 145–159. London, UK: Globe Business Publishing, 2013.
        • Career Coach

        Anne Marie Checcone

        strategy at companies like Meta, Amazon Web Services and Boston Consulting Group, Anne Marie brings a sharp, pragmatic approach to executive coaching, leadership development, and career growth. Anne Marie is a seasoned product View Details
        Keywords: Technology; Consulting
        • October 1996 (Revised January 1997)
        • Case

        Mt. Auburn Hospital

        By: F. Warren McFarlan and Jaan Elias
        In December of 1993, two of Boston's largest and best known hospitals, Massachusetts General and Brigham and Women's, announced that they were setting aside their historic rivalry to form an alliance and build a regional health network. The announcement set off a wave... View Details
        Keywords: Health Care and Treatment; Negotiation Offer; Alliances; Networks; Social Enterprise; Horizontal Integration; Health Industry; Boston
        Citation
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        McFarlan, F. Warren, and Jaan Elias. "Mt. Auburn Hospital." Harvard Business School Case 397-083, October 1996. (Revised January 1997.)
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