Publications

24 Apr 2006
Research & Ideas

Managing Alignment as a Process

functional support units. Business units to customers: The priorities of the customer value proposition are communicated to targeted customers and reflected in specific View Details

Keywords: by Robert S. Kaplan & David P. Norton; Apparel & Accessories; Fashion; Consumer Products; Retail

Web

Staff Directory | Baker Library

Collections & Archives Emilie Codega Manager, Customer Engagement Curriculum & Learning Services Debra Cuoco Paper Conservator for Special Collections Special Collections & Archives Debra is a paper... View Details

26 Aug 2024
Research & Ideas

Can AI Match Human Ingenuity in Creative Problem-Solving?

When ChatGPT and other large language models began entering the mainstream two years ago, it quickly became apparent the technology could excel at certain business functions, yet it was less clear how well artificial intelligence could... View Details

Keywords: by Michael Blanding; Information Technology; Information; Technology

11 Jul 2006
First Look

First Look: July 11, 2006

and, eventually, through its decision to execute a management buyout to exit the public market. Explored at the corporate level is the tension between Edison's effort to generate profits and achieve excellent educational outcomes. Brief... View Details

Keywords: Sean Silverthorne

January 2001
Case

Accrue Software, Inc.

In 2000, Accrue is one of three survivors of the initial consolidation of the Web traffic analysis software industry. However, entry from CRM software providers and consultants, as well as ASPs offering Web analysis services, has introduced new threats to Accrue. Newly... View Details

Keywords: Customer Value and Value Chain; Competitive Advantage; Software; Web Services Industry

01 Sep 2008
News

Where Are They Now?

Marty also developed excellent cases and created superb interpretive weekly student assignment memos — a technique I adopted and still employ.” A Missouri native, Marshall was in college when World War II broke out. He enlisted in the... View Details

Keywords: Margie Kelley; Educational Services; Educational Services

November 2019
Supplement

Kids & Company: Entering the U.S.

By: Boris Groysberg, Sarah Mehta and Matthew Preble

This video supplement pairs with “Kids & Company: Entering the U.S.” (case no. 418011). It contains eight individual clips that range in length from 5 to 12 minutes. Instructors can use the videos, either in whole or in part, as an additional teaching... View Details

April 2016 (Revised December 2016)
Case

The Container Store

By: Tatiana Sandino, Zeynep Ton and Aldo Sesia

The Container Store (TCS) is a Texas-based retailer of organization and storage solutions. The company prides itself in taking care of its employees first, and its cofounder and CEO Kip Tindell practices Conscious Capitalism. Since its beginnings in 1978, TCS grew to a... View Details

Keywords: Culture; Conscious Capitalism; Merchandising; Customer Focus and Relationships; Growth and Development Strategy; Operations; Service Delivery; Going Public; Performance Evaluation; Performance Productivity; Retail Industry; United States

11 Dec 2017
News

Growing from Within

guest counts on a daily basis across the restaurant portfolio as well as operating metrics such as speed and accuracy of service and food quality. Also very important are customer and people metrics. The... View Details

Keywords: Dan Morrell; Food Services and Drinking Places; Food Services and Drinking Places

August 2002 (Revised June 2006)
Case

Great Dakota Bank: Online Banking

By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar

In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details

Keywords: Banks and Banking; Internet and the Web; Customer Relationship Management; Consumer Behavior; Demand and Consumers; Technological Innovation; Customer Value and Value Chain; Customer Satisfaction; Management; Service Operations; Banking Industry