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November–December 2024
Article

How to Avoid the Agility Trap

By: Jianwen Liao and Feng Zhu

Agility is all the rage in strategy circles these days. According to conventional wisdom, organizations should rapidly react to technological advances, new market dynamics, and shifting consumer preferences. But in practice this is nearly impossible to pull off,... View Details

Keywords: Organizational Change and Adaptation; Competitive Advantage; Growth and Development Strategy; Business Model

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November 2024
Case

Ather Energy: The Future of Mobility

By: Shunyuan Zhang, Kannan Srinivasan and Malini Sen

Ather Energy, India’s third-largest electric scooter maker by volume, was founded in 2013. Five years later, the start-up launched its first electric scooter, Ather 450, which was powered by artificial intelligence (AI) and the Internet of Things (IoT), to navigate... View Details

Keywords: Energy Policy; Climate Change; Alternative Energy; Corporate Entrepreneurship; Transportation; Transformation; Green Technology; Technology Adoption; Communication Strategy; Marketing Strategy; Customer Focus and Relationships; Asia; India

November 2024
Article

Leadership and Plumbing

By: Frank V. Cespedes

“Leadership” is a growth industry. Amazon lists over 60,000 books on the topic. Most focus on emotional intelligence, charisma, avoiding narcissism (usually someone else’s problem, according to these authors, not their problem) and other personality traits. But as... View Details

Keywords: Leadership Development

2024
Working Paper

Lessons from an App Update at Replika AI: Identity Discontinuity in Human-AI Relationships

By: Julian De Freitas, Noah Castelo, Ahmet Uğuralp and Zeliha Uğuralp

Can consumers form deep emotional bonds with AI and be vested in AI identities over time? We leverage a natural app-update event at Replika AI, a popular US-based AI companion, to shed light on these questions. We find that customers feel closer to their AI companion... View Details

Keywords: AI and Machine Learning; Welfare; Loss; Well-being; Identity; Perception; Relationships

September–October 2024
Article

The Art of Leading Teammates

By: Tom Brady and Nitin Nohria

When our society talks about leaders, we focus on formal roles, such as the CEO. This view undervalues the role of informal leaders—team members who influence outcomes by the tone they set, how they conduct themselves, and how they interact with their peers. Their job... View Details

Keywords: Groups and Teams; Power and Influence; Leadership; Status and Position

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September 2024 (Revised November 2024)
Case

Carrie Wang: Choosing Between the Family Firm and the Family Spirit

By: Lauren Cohen, Fei Wu and Sophia Pan

Carrie Wang, Investment Head of the Wang’s single-family office, contemplated her next career steps. As one of the first businessmen who had risen from China’s industrial rise, her father had grown his wealth to a considerable level, eventually requesting that his... View Details

Keywords: Family Office; Investment; Interests Of Consumers; Family Business; Business Growth and Maturation; Financial Management; Financial Strategy; Financial Markets; Investment Portfolio; Investment Return; Private Equity; Customer Relationship Management; Interests; Reputation; Real Estate Industry; China

September 2024
Exercise

Assessing the Value of Unifying and De-Duplicating Customer Data

By: Elie Ofek and Hema Yoganarasimhan

This exercise provides an opportunity for students to gain hands on experience with assessing the value of unifying various customer databases that a firm may have (e.g., across the different brands it markets) and of properly identifying customers to avoid duplication... View Details

Keywords: Customer Relationship Management; Measurement and Metrics

September–October 2024
Article

How AI Can Power Brand Management

By: Julian De Freitas and Elie Ofek

Marketers have begun experimenting with AI to improve their brand-management efforts. But unlike other marketing tasks, brand management involves more than just repeatedly executing one specialized function. Long considered the exclusive domain of creative talent, it... View Details

Keywords: Creativity; AI and Machine Learning; Brands and Branding; Product Positioning; Customer Focus and Relationships

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2024
Working Paper

CSR Under the Pressure of Financial Shocks

By: Monica Kabutey, Syrena Shirley and Anywhere Sikochi

This study examines how the COVID-19 pandemic influenced firms' interactions with customers and suppliers. Customer-supplier relationships are essential because the success of interconnected firms affects the sustainability of the entire supply chain. We use the... View Details

Keywords: COVID-19 Pandemic; Supply Chain; Customer Focus and Relationships; Business and Stakeholder Relations; Corporate Social Responsibility and Impact; Financial Crisis

August, 2024
Article

Absenteeism, Productivity, and Relational Contracts Inside the Firm

By: Achyuta Adhvaryu, Jean-François Gauthier, Anant Nyshadham and Jorge Tamayo

We study relational contracts among managers using a unique dataset that tracks transfers of workers across teams in Indian ready-made garment factories. We focus on how relational contracts help managers cope with worker absenteeism shocks, which are frequent, often... View Details

Keywords: Implicit Contracts; Productivity; Misallocation; Absenteeism; Supervisors; Readymade Garments; Performance Productivity; Employees; Relationships; Fashion Industry; India

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July 2024 (Revised July 2024)
Case

Dynamic Pricing at Wendy’s: Where’s the Beef?

By: Elie Ofek, Alicia Dadlani and Martha Hostetter

In early 2024, Wendy’s new CEO announced on an earnings call that the company would install digital menus in its US locations so it could begin testing dynamic pricing—changing prices up or down in response to shifts in supply and demand – as well as allow engaging in... View Details

Keywords: Dynamic Pricing; Marketing Strategy; Price; Technology Adoption; Consumer Behavior; AI and Machine Learning; Customer Focus and Relationships; Policy; Food and Beverage Industry

July 2024
Case

ZEISS: Commercializing Science

By: Maria P. Roche, Carlota Moniz and Daniela Beyersdorfer

Karl Lamprecht, President and CEO of the ZEISS AG Group, mused on how far ZEISS had come in 175 years of being a pioneer in optics, and how the course he had charted since taking the helm of the company could keep it on track. In his role, he oversaw the four core... View Details

July 2024
Case

Knowledge-Enabled Financial Advice: Digital Transformation at Edward Jones

By: Lauren Cohen, Richard Ryffel, Grace Headinger and Sophia Pan

Edward Jones, a wealth management advisory firm that prided itself on its interpersonal connections and face-to-face interactions, was eager to augment their services with AI capabilities. Built on 1-to-1 close-knit relationships, the firm had more than 15,000 offices... View Details

2024
Chapter

Corporations as the Central Institutions of Society

By: Joseph L. Badaracco

Mark Twain observed that, “Prediction is very difficult—particularly when it involves the future,” and he was right. One way to reduce the risk of becoming an infamous forecaster—like the experts who told us the Internet would quickly collapse, that Apple would never... View Details

Keywords: Trends; Business and Government Relations; Organizations; Power and Influence; Society

July–August 2024
Article

Doing More with Less: Overcoming Ineffective Long-Term Targeting Using Short-Term Signals

By: Ta-Wei Huang and Eva Ascarza

Firms are increasingly interested in developing targeted interventions for customers with the best response, which requires identifying differences in customer sensitivity, typically through the conditional average treatment effect (CATE) estimation. In theory, to... View Details

Keywords: Long-run Targeting; Heterogeneous Treatment Effect; Statistical Surrogacy; Customer Churn; Field Experiments; Consumer Behavior; Customer Focus and Relationships; AI and Machine Learning; Marketing Strategy

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June 2024
Case

SnapTravel: Betting on 'Super.com'

By: Reza Satchu and Tom Quinn

This case explores SnapTravel, a travel startup offering discounted hotel rooms, and its founders’ desire to pivot to a “super app” that saved customers money across many different purchase types. During the COVID-19 pandemic, Hussein Fazal and Henry Shi saw SnapTravel... View Details

June 2024
Teaching Note

Beamery: Using Skills and AI to Modernize HR

By: Boris Groysberg, David Lane, Susan Pinckney and Alexis Lefort

Teaching Note for HBS Case No. 424-004. Unicorn human relationships startup Beamery evaluates it growth versus depth strategy as its strategic partners and customers could become future competitors in a quickly changing AI based human resources and talent management... View Details

June 2024 (Revised August 2024)
Case

Climate Governance at Linde plc (A)

By: Lynn S. Paine, Suraj Srinivasan, Emilie Billaud and Vincent Dessain

In July 2023, the Linde plc board of directors' sustainability committee convened in London to review the company's environmental performance, with a focus on decarbonization and clean energy. Linde was the world's largest industrial gas supplier, with a workforce... View Details

Keywords: Climate Change; Environmental Sustainability; Green Technology; Multinational Firms and Management; Corporate Accountability; Corporate Disclosure; Corporate Governance; Governing and Advisory Boards; Compensation and Benefits; Innovation Strategy; Leading Change; Goals and Objectives; Business and Shareholder Relations; Chemical Industry; United States; Germany; Europe; North America; London

June 2024
Supplement

Climate Governance at Linde plc (B)

By: Lynn S. Paine, Suraj Srinivasan, Emilie Billaud and Vincent Dessain

In July 2023, the Linde plc board of directors' sustainability committee convened in London to review the company's environmental performance, with a focus on decarbonization and clean energy. Linde was the world's largest industrial gas supplier, with a workforce of... View Details

June 2024
Supplement

Zeswitz Music (A)

By: Richard S. Ruback and Royce Yudkoff

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: In July of 2013, Randy Shayler (HBS, 2012) acquired Zeswitz Music, a musical instrument rental company based in Reading,... View Details

Keywords: Customer Focus and Relationships; Business Strategy; Acquisition; Revenue; Marketing; Music Industry; Retail Industry; Pennsylvania

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