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      Customer Relationship ManagementRemove Customer Relationship Management →

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      • March 2024
      • Supplement

      Madrigal: Conducting a Customer-Base Audit

      By: Eva Ascarza, Peter Fader, Bruce G.S. Hardie and Michael Ross
      This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
      Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Retail Industry; United States
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      Ascarza, Eva, Peter Fader, Bruce G.S. Hardie, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School PowerPoint Supplement 524-068, March 2024.
      • March 2024
      • Supplement

      Madrigal: Conducting a Customer-Base Audit

      By: Eva Ascarza, Bruce Hardie, Peter S. Fader and Michael Ross
      This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
      Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Retail Industry; United States
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      Ascarza, Eva, Bruce Hardie, Peter S. Fader, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Spreadsheet Supplement 524-707, March 2024.
      • March 2024
      • Supplement

      Madrigal: Conducting a Customer-Base Audit

      By: Eva Ascarza, Bruce Hardie, Peter S. Fader and Michael Ross
      This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
      Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Retail Industry; United States
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      Ascarza, Eva, Bruce Hardie, Peter S. Fader, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Spreadsheet Supplement 524-706, March 2024.
      • March 2024
      • Teaching Note

      Madrigal: Conducting a Customer-Base Audit

      By: Eva Ascarza, Peter S. Fader, Bruce Hardie and Michael Ross
      Teaching Note for HBS Case No. 524-046. This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in... View Details
      Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States
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      Ascarza, Eva, Peter S. Fader, Bruce Hardie, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Teaching Note 524-047, March 2024.
      • March 2024
      • Case

      Madrigal: Conducting a Customer-Base Audit

      By: Eva Ascarza, Bruce Hardie, Michael Ross and Peter S. Fader
      This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
      Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States
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      Ascarza, Eva, Bruce Hardie, Michael Ross, and Peter S. Fader. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Case 524-046, March 2024.
      • March 2024
      • Case

      Nomad: A License to Bank

      By: Paul A. Gompers and Pedro Levindo
      In late 2023, Lucas Vargas, CEO and co-founder of Nomad, a fintech that offered financial services in the United States for Brazilian residents, had to decide what to do to ensure the company’s continued expansion. Nomad launched its first product, a U.S. digital bank... View Details
      Keywords: Mergers and Acquisitions; Business Startups; Customer Satisfaction; Decision Making; Entrepreneurship; Banks and Banking; Initial Public Offering; Global Strategy; Growth and Development Strategy; Brands and Branding; Marketing Strategy; Product Launch; Organizational Culture; Going Public; Ownership Stake; Innovation and Invention; Strategic Planning; Business and Government Relations; Business and Stakeholder Relations; Risk and Uncertainty; Business Strategy; Competitive Advantage; Corporate Strategy; Diversification; Expansion; Vertical Integration; Leadership; Law; Banking Industry; Technology Industry; Service Industry; Brazil; United States; North America; Latin America
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      Gompers, Paul A., and Pedro Levindo. "Nomad: A License to Bank." Harvard Business School Case 824-144, March 2024.
      • March 2024 (Revised April 2024)
      • Case

      'The Wheels on the Bus' Go Electric: Highland Electric Fleets and Partners

      By: Rosabeth M. Kanter and Jacob A. Small
      Founder Duncan McIntyre developed an innovative service-based business to electrify transportation fleets for school districts and scale through public-private partnerships while contributing to climate change solutions. The case covers the rationale for electric... View Details
      Keywords: Climate Change; Leadership; Growth Management; Supply Chain; Business and Stakeholder Relations; Innovation Leadership; Transportation Industry; United States; Canada
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      Kanter, Rosabeth M., and Jacob A. Small. "'The Wheels on the Bus' Go Electric: Highland Electric Fleets and Partners." Harvard Business School Case 324-107, March 2024. (Revised April 2024.)
      • March 2024 (Revised May 2025)
      • Case

      Governing OpenAI (A)

      By: Lynn S. Paine, Suraj Srinivasan and Will Hurwitz
      In late November 2023, OpenAI’s new board of directors took stock of the situation. The company, which sought to develop artificial general intelligence (AGI)—computer systems with capabilities exceeding human abilities—was looking to regain its footing after a chaotic... View Details
      Keywords: Artificial Intelligence; Board Of Directors; Board Decisions; Board Dynamics; Corporate Boards; Governance Changes; Governance Structure; Leadership Change; Legal Aspects Of Business; Nonprofit Governance; Strategy And Execution; Technological Change; AI and Machine Learning; Corporate Governance; Leadership; Management; Mission and Purpose; Technological Innovation; Governing Rules, Regulations, and Reforms; Governing and Advisory Boards; Resignation and Termination; Ethics; Nonprofit Organizations; Open Source Distribution; Partners and Partnerships; Technology Industry; San Francisco; United States
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      Paine, Lynn S., Suraj Srinivasan, and Will Hurwitz. "Governing OpenAI (A)." Harvard Business School Case 324-103, March 2024. (Revised May 2025.)
      • March 2024
      • Case

      Unintended Consequences of Algorithmic Personalization

      By: Eva Ascarza and Ayelet Israeli
      “Unintended Consequences of Algorithmic Personalization” (HBS No. 524-052) investigates algorithmic bias in marketing through four case studies featuring Apple, Uber, Facebook, and Amazon. Each study presents scenarios where these companies faced public criticism for... View Details
      Keywords: Race; Gender; Marketing; Diversity; Customer Relationship Management; Prejudice and Bias; Customization and Personalization; Technology Industry; Retail Industry; United States
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      Ascarza, Eva, and Ayelet Israeli. "Unintended Consequences of Algorithmic Personalization." Harvard Business School Case 524-052, March 2024.
      • March 2024 (Revised August 2024)
      • Case

      Darktrace: Scaling Cybersecurity and AI (A)

      By: Jeffrey F. Rayport and Alexis Lefort
      In 2023, Darktrace CEO Poppy Gustafsson was contemplating her growth strategy at a leading U.K.-based cybersecurity venture, launched in 2013 by a group of anti-terror cyber specialists, University of Cambridge mathematicians, and artificial intelligence (AI) experts.... View Details
      Keywords: Technology; Talent; Scaling; Entrepreneurship; Cybersecurity; Leadership; Business Growth and Maturation; Recruitment; Resignation and Termination; AI and Machine Learning; Growth and Development Strategy; Organizational Culture; Going Public; Technology Industry; United Kingdom; Europe; United States
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      Rayport, Jeffrey F., and Alexis Lefort. "Darktrace: Scaling Cybersecurity and AI (A)." Harvard Business School Case 824-092, March 2024. (Revised August 2024.)
      • March 2024
      • Article

      Do Safety Management System Standards Indicate Safer Operations? Evidence from the OHSAS 18001 Occupational Health and Safety Standard

      By: Kala Viswanathan, Matthew S. Johnson and Michael W. Toffel
      Problem definition: Given the enormous disruptions and costs of occupational injuries, companies and buyers are increasingly looking to voluntary occupational health and safety standards to improve worker safety. Yet because these standards only require... View Details
      Keywords: Occupational Health; Occupational Safety; Program Evaluation; Safety Performance; Injuries; OHSAS 18001; ISO 45001; Working Conditions; Safety; Standards
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      Viswanathan, Kala, Matthew S. Johnson, and Michael W. Toffel. "Do Safety Management System Standards Indicate Safer Operations? Evidence from the OHSAS 18001 Occupational Health and Safety Standard." Art. 106383. Safety Science 171 (March 2024).
      • March–April 2024
      • Article

      How Companies Should Weigh in on a Controversy: A Better Approach to Stakeholder Management

      By: David M. Bersoff, Sandra J. Sucher and Peter Tufano
      Executives need guidance about managing their organizations’ engagement with societal issues—including hot-button topics such as gender, climate, and racial discrimination. Success in this realm does not mean avoiding public controversy or achieving unanimous support... View Details
      Keywords: Values and Beliefs; Social Issues; Business and Stakeholder Relations; Judgments; Management Practices and Processes
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      Bersoff, David M., Sandra J. Sucher, and Peter Tufano. "How Companies Should Weigh in on a Controversy: A Better Approach to Stakeholder Management." Harvard Business Review 102, no. 2 (March–April 2024): 108–119.
      • March 2024
      • Supplement

      Managing Customers for Growth

      By: Eva Ascarza
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      Ascarza, Eva. "Managing Customers for Growth." Harvard Business School PowerPoint Supplement 524-063, March 2024.
      • February 2024
      • Course Overview Note

      Managing Customers for Growth

      By: Eva Ascarza
      Keywords: Customer Management
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      Ascarza, Eva. "Managing Customers for Growth." Harvard Business School Course Overview Note 524-033, February 2024.
      • February 2024
      • Teaching Note

      AB InBev: Brewing Up Forecasts during COVID-19

      By: Mark Egan and C. Fritz Foley
      Teaching Note for HBS Case No. 224-020. In July 2021, the CEO of AB InBev's European operations and his team strategized to position the company for success post-pandemic. As the world's largest beer company, boasting over 500 brands, revenue of $46 billion, and a... View Details
      Keywords: Forecasting; Investor Relations; Beverage Industry; Corporate Finance; Decisions; Forecasting and Prediction; Health Pandemics; Analytics and Data Science; Digital Transformation; Crisis Management; Business Model; Food and Beverage Industry; United States; Europe
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      Egan, Mark, and C. Fritz Foley. "AB InBev: Brewing Up Forecasts during COVID-19." Harvard Business School Teaching Note 224-074, February 2024.
      • February 2024
      • Case

      Innovation Strategy at Stanley Black & Decker: Setting the Direction for Growth

      By: David L. Ager and Antonio Manuel Oftelie
      On July 1, 2022, Don Allan was appointed Chief Executive Officer of Stanley Black & Decker (SBD). Although Allan had been with the firm for 23 years, most recently serving as President and Chief Financial Officer, he recognized that he was stepping into his new role as... View Details
      Keywords: Health Pandemics; Collaborative Innovation and Invention; Innovation Leadership; Growth Management; Business and Stakeholder Relations
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      Ager, David L., and Antonio Manuel Oftelie. "Innovation Strategy at Stanley Black & Decker: Setting the Direction for Growth." Harvard Business School Case 924-301, February 2024.
      • February 2024
      • Supplement

      Dena Almansoori at e&: Fostering Culture Change at a UAE Telco Transforming to a Global Techco

      By: Emily Truelove, Michelle Zhang and Alpana Thapar
      Dena Almansoori, the first female and one of the youngest members of the United Arab Emirates-based e&’s leadership team, joined in 2020 just before e& began a strategic transition from being a regional telecommunications company to becoming a global technology... View Details
      Keywords: Technology; Telecommunications; Employee Mobility; Leading Change; Human Resources; Organizational Culture; Transformation; Talent and Talent Management; Change Management; Employee Relationship Management; Telecommunications Industry; Technology Industry; Middle East; United Arab Emirates
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      Truelove, Emily, Michelle Zhang, and Alpana Thapar. "Dena Almansoori at e&: Fostering Culture Change at a UAE Telco Transforming to a Global Techco." Harvard Business School Multimedia/Video Supplement 424-701, February 2024.
      • February 2024
      • Case

      Continuity & Change at Boston Consulting Group

      By: David G. Fubini, Suraj Srinivasan and David Lane
      As the new CEO of Boston Consulting Group (BCG) since autumn 2021, Christoph Schweizer had big shoes to fill—his predecessor, Rich Lesser, had tripled the partnership’s total revenues and created digital initiatives that contributed 40+% of 2021 revenues, more than... View Details
      Keywords: Business Organization; Change Management; Talent and Talent Management; Governance; AI and Machine Learning; Environmental Sustainability; Leading Change; Risk Management; Organizational Culture; Partners and Partnerships; Revenue; Growth and Development Strategy; Management Succession; Consulting Industry
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      Fubini, David G., Suraj Srinivasan, and David Lane. "Continuity & Change at Boston Consulting Group." Harvard Business School Case 124-011, February 2024.
      • February 2024
      • Case

      Horizon Quantum Computing

      By: Paul A. Gompers and Billy Chan
      In 2023, the Singapore-based startup company Horizon Quantum Computing was on the cusp of fast expansion and the founder faced the challenge to decide where to open the second office outside Singapore. To make a choice from the list of 10 countries, the founder had to... View Details
      Keywords: Business Plan; Entrepreneurship; Entrepreneurial Finance; Disruptive Innovation; Business Offices; Business Startups; Talent and Talent Management; Decision Choices and Conditions; Partners and Partnerships; Expansion; Information Technology Industry; Telecommunications Industry; Singapore; Asia
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      Gompers, Paul A., and Billy Chan. "Horizon Quantum Computing." Harvard Business School Case 224-049, February 2024.
      • February 2024 (Revised April 2024)
      • Case

      CPP Investments—The Road to Zero

      By: Vikram Gandhi and Radhika Kak
      In February 2022, Canadian Pension Plan (CPP) Investments, the investment management organization that managed funds for the CPP, one of the biggest pension plans in the world, announced a net-zero commitment for its portfolio by 2050. Under its CEO, John Graham, it... View Details
      Keywords: Environmental Sustainability; Asset Management; Investment Portfolio; Leading Change; Business and Stakeholder Relations; Corporate Social Responsibility and Impact; Financial Services Industry; Canada; California
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      Gandhi, Vikram, and Radhika Kak. "CPP Investments—The Road to Zero." Harvard Business School Case 324-054, February 2024. (Revised April 2024.)
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