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Publications
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(6,368)
- Faculty Publications (2,031)
- July 1989 (Revised April 2001)
- Case
Kanthal (A)
By: Robert S. Kaplan
Multinational company needs an improved cost system to determine the profitability of individual customer orders. Its strategy is to have significant sales and profitability growth without adding additional administrative and support people. The new cost system... View Details
- July 1989 (Revised May 2004)
- Case
Colonial Homes
By: David E. Bell
Colonial Homes supplies a complete raw materials package to build entire homes. The price of the package is guaranteed at the signing of the sales contract, while delivery (and payment) are not effected for up to six months. In an effort to reduce its exposure to... View Details
- April 1989 (Revised March 1990)
- Case
Burlington Northern (B)
Describes the experiences of a seasoned Burlington Northern (BN) sales representative after the introduction of ShipSmart, a decision support system developed by the BN to help its employees and customers analyze logistics problems. After a brief description of a... View Details
- April 1989
- Supplement
Mark Kaufman and 3 Strikes Custom Design (B)
- February 1989 (Revised December 1991)
- Case
Intel Corp.--1988
By: David B. Yoffie
In 1988, Intel had a spectacular year. However, Andy Grove, Intel's CEO, wanted to reevaluate the company's position in "systems"--Intel's OEM PC, boards, and supercomputer businesses. This case explores Intel's position in both the semiconductor industry and its... View Details
- February 1989
- Background Note
Note on Attracting Stakeholders
By: Amar Bhide and Howard H. Stevenson
Acquiring resources--or to put it more broadly, attracting stakeholders--is a basic entrepreneurial task. While every enterprise needs employees, customers, suppliers, and financiers who are willing to risk their time and money, attracting these "stakeholders" to an... View Details
- September 1988 (Revised September 1993)
- Case
Mrs. Fields Cookies
Mrs. Fields Cookies is a small company selling freshly baked goods through privately owned specialty stores (each store sells only Mrs. Fields products). The company has about 8,000 employees worldwide and less than 150 information systems people for a unique leverage... View Details
- August 1988
- Background Note
Close Encounters of the Four Kinds: Managing Customers in a Rapidly Changing Environment
Describes four kinds of selling: 1) transaction, 2) systems, 3) major account management, and 4) strategic account relationships. Explains the advantages, disadvantages, and risks of each. The second half is devoted to a discussion of strategic account relationships... View Details
- June 1988
- Teaching Note
Mark Kaufman and 3 Strikes Custom Design (A), TN
- December 1987 (Revised June 1989)
- Case
Mark Kaufman and 3 Strikes Custom Design (A)
- November 1987
- Background Note
The Magic Matrix: Products and Accounts
Describes an interfunctional approach to product mix management and account selection. The approach uses a matrix of products and accounts. Also describes the concepts and implementation of the approach. View Details
- September–October 1987
- Article
Manage Customers for Profits (Not Just Sales)
By: Benson P. Shapiro, V. K. Rangan, Rowland T. Moriarty and Elliot Ross
- June 1987 (Revised May 1992)
- Case
Carolina Power & Light Co.: Customer and Operating Services Group
- April 1987 (Revised January 1990)
- Background Note
The New Intimacy
Describes how close relationships with customers require close interfunctional and interdivisional coordination. Explains where the closest vendor/customer relationships arise and how they stress internal coordination. Also enumerates and briefly describes the way in... View Details
Keywords: Customer Focus and Relationships
- April 1987
- Supplement
Inland Steel Co. Product Policy, Video 3: Customer and Technical Services
By: Benson P. Shapiro and Lawrence B. Levine
- March 1987 (Revised April 1987)
- Background Note
Specialties vs. Commodities: The Battle for Profit Margins
Explains the differences between commodities and specialties and defines four different types of specialty products. The analysis is customer oriented. Special attention is given to the distinctions between functions (product- ) and relationship (vendor-oriented)... View Details
Keywords: Goods and Commodities
- December 1986 (Revised November 1989)
- Case
Hewlett-Packard: Manufacturing Productivity Division (A)
By: Benson P. Shapiro and Lawrence B. Levine
In late summer 1986, the management of the Manufacturing Productivity Division (MPD) of Hewlett-Packard (HP) was in the process of making major market selection and product policy decisions. MPD is a small division which develops and markets manufacturing productivity... View Details
- September 1986 (Revised November 1994)
- Case
Lotus Development Corp. Channel Choice: Direct vs. Distribution
Lotus Development Corp., the number one microsoftware firm has traditionally sold to its customers through a distributor-retail dealer network. In early 1986, the company is considering the option of selling direct to large corporate customers. Students are expected to... View Details
- June 1986
- Case
Premier Furniture Co.
By: Thomas R. Piper
A credit analyst for a furniture manufacturer is confronted with two customers who have exceeded their credit limits. The financial performance of each has been weak, and one of the customers has a highly leveraged balance sheet. Industry conditions are weak; the... View Details