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All HBS Web
(3,458)
- People (5)
- News (617)
- Research (2,393)
- Events (5)
- Multimedia (4)
- Faculty Publications (1,312)
- April 2011
- Module Note
Customer-Centric Information and Control Systems in B2B Settings: The Case for Customer-Supplier Partnerships
By: Francisco de Asis Martinez-Jerez
Martinez-Jerez, Francisco de Asis. "Customer-Centric Information and Control Systems in B2B Settings: The Case for Customer-Supplier Partnerships." Harvard Business School Module Note 111-106, April 2011.
- 16 Jan 2019
- Research & Ideas
What Football Firings Teach Managers About Staying Relevant
to their dismissal. A link between tenure and effectiveness We developed a simple model to analyze the relationship between coach tenure and effectiveness using NFL data from...
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- 02 Sep 2015
- What Do You Think?
What's Wrong With Amazon’s Low-Retention HR Strategy?
service for customers and long-term profits to patient investors but disappointment for some people who have gone to work there. (In parlance that my co-authors and I used in...
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- April 2001 (Revised February 2003)
- Case
Moore Medical Corporation
Moore Medical is a medium-sized distributor of medical supplies to practitioners, such as podiatrists and emergency medical technicians. At the time of the case, it has relied on traditional customer channels such as catalogs, phones, and faxes to communicate product...
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Keywords:
Change Management;
Internet and the Web;
Marketing Communications;
Information Technology;
Order Taking and Fulfillment;
Medical Devices and Supplies Industry;
Medical Devices and Supplies Industry
McAfee, Andrew P., and Gregory Bounds. "Moore Medical Corporation." Harvard Business School Case 601-142, April 2001. (Revised February 2003.)
- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
reacting to the company's own organizational difficulties. Frei, Evenson and Harker point out that institutions generally suffer from a lack of overall customer focus when the...
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Ranjay Gulati
Ranjay Gulati is the Paul R. Lawrence MBA Class of 1942 Professor of Business Administration and the former Unit Head of the Organizational Behavior Unit at Harvard Business School. He is an expert on leadership, strategy, and organizational issues... View Details
- January 2015 (Revised October 2018)
- Case
Nasty Gals Do It Better
By: David Collis, Diane Chang, Matthew Shaffer and Ashley Hartman
In 2006, Sophia Amoruso started Nasty Gal, an eBay boutique selling vintage clothes. With a strong sense of style and personality, Amoruso poured herself into building the brand and developing relationships with her customers—typically the slightly edgy 18–24 year old....
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Keywords:
Business Growth;
Brand Management;
Online Retail;
Clothing;
Apparel;
Expansion;
Growth and Development Strategy;
Brands and Branding;
Management;
Marketing Strategy;
Strategic Planning;
Social Media;
E-commerce;
Digital Marketing;
Apparel and Accessories Industry;
Apparel and Accessories Industry;
United States
Collis, David, Diane Chang, Matthew Shaffer, and Ashley Hartman. "Nasty Gals Do It Better." Harvard Business School Case 715-412, January 2015. (Revised October 2018.)
- February 2022
- Case
Cleveland Clinic Abu Dhabi
By: Linda A. Hill and Emily Tedards
In 2006, the Cleveland Clinic and Mubadala Investment Company partnered with a bold ambition to deliver world class healthcare in the United Arab Emirates. In 2015, after nearly a decade of planning and construction, Cleveland Clinic Abu Dhabi opened its doors. By...
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Keywords:
Organizational Behavior;
Culture;
Alignment;
Organizational Effectiveness;
Purpose;
Impact;
Leadership Development;
Diversity;
Collaboration;
Co-creation;
Learning Organizations;
Empowerment;
Teams;
Team Dynamics;
Teamwork;
Team Effectiveness;
Trust;
Talent;
Talent Development And Retention;
Psychological Safety;
Organizational Evolution;
Coaching;
Board;
Analytics;
Innovation;
Data;
Data Visualization;
Digital Technology;
Digital;
Customer Experience;
Experimentation;
Change Management;
Data-driven Decision-making;
Debates;
Ecosystem;
Partnership;
Telemedicine;
Sustainability;
Global Organizations;
Local;
Hospital;
Healthcare;
United Arab Emirates;
Health Care and Treatment;
Partners and Partnerships;
Globalization;
Quality;
Organizational Culture;
Mission and Purpose;
Innovation and Management;
Information Technology;
Joint Ventures;
Leadership;
Performance Effectiveness;
Abu Dhabi;
United Arab Emirates
Hill, Linda A., and Emily Tedards. "Cleveland Clinic Abu Dhabi." Harvard Business School Case 422-058, February 2022.
- 2015
- Working Paper
Client Service, Compensation, and the Sell-Side Analyst Objective Function: An Empirical Analysis of Relational Incentives in the Investment-Research Industry
By: David A. Maber, Boris Groysberg and Paul M. Healy
This paper investigates how sell-side analysts build and sustain their client networks; the economic gains to successfully managing this challenge; and the metrics through which these incentives are delivered. In a typical semiannual period, the average analyst...
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Keywords:
Networks;
Measurement and Metrics;
Operations;
Customer Focus and Relationships;
Jobs and Positions
Maber, David A., Boris Groysberg, and Paul M. Healy. "Client Service, Compensation, and the Sell-Side Analyst Objective Function: An Empirical Analysis of Relational Incentives in the Investment-Research Industry." Working Paper, 2015.
- April 2012 (Revised February 2013)
- Case
H-E-B: Creating a Movement to Reduce Obesity in Texas
By: Jose B. Alvarez, Jason Riis and Walter J. Salmon
In January 2012, H-E-B Grocery Co., a private retail chain with stores located in Texas and Mexico, was introducing its Healthy at H-E-B program to its customers. The program, which started with the company's employees a few years earlier, was an effort to educate and...
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Keywords:
Corporate Social Responsibility and Impact;
Profit;
Leading Change;
Customer Focus and Relationships;
Food and Beverage Industry;
Food and Beverage Industry;
Texas
Alvarez, Jose B., Jason Riis, and Walter J. Salmon. "H-E-B: Creating a Movement to Reduce Obesity in Texas." Harvard Business School Case 512-034, April 2012. (Revised February 2013.)
- June 2012
- Case
Buro Happold (Abridged)
By: Robert G. Eccles and Ryan Johnson
In 1996, Ted Happold, the founder of the engineering services firm Buro Happold, passed away, and Padraic Kelly became the firm's new managing director (MD). One of his first initiatives was "Aim for Growth," which was intended to help the firm grow beyond its current...
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Keywords:
Learning And Development;
Managing Growth;
Organizational Design;
Diversification;
Client Management;
Leadership Skills;
Entrepreneurship;
Growth and Development Strategy;
Leadership Development;
Management Skills;
Training;
Programs;
Customer Relationship Management
Eccles, Robert G., and Ryan Johnson. "Buro Happold (Abridged)." Harvard Business School Case 412-123, June 2012.
- Article
The Perils of Proactive Churn Prevention Using Plan Recommendations: Evidence from a Field Experiment
By: Eva Ascarza, Raghuram Iyengar and Martin Schleicher
Facing the issue of increasing customer churn, many service firms have begun recommending pricing plans to their customers. One reason behind this type of retention campaign is that customers who subscribe to a plan suitable for them should be less likely to churn...
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Keywords:
Churn/retention;
Field Experiment;
Pricing;
Tariff/plan Choice;
Targeting;
Customer Relationship Management;
Price;
Performance Effectiveness
Ascarza, Eva, Raghuram Iyengar, and Martin Schleicher. "The Perils of Proactive Churn Prevention Using Plan Recommendations: Evidence from a Field Experiment." Journal of Marketing Research (JMR) 53, no. 1 (February 2016): 46–60.
- 14 Dec 2021
- News
New Possibilities: J.P. Morgan NextList 2022
- 13 May 2024
- Research & Ideas
Picture This: Why Online Image Searches Drive Purchases
for the platform to better monetize their relationship with the users,” explains Farronato. Giving less-well-known sellers a boost Improving search functionality also boosts visibility for less popular products View Details
- September 2022
- Case
AllSpice: GitHub for Hardware Engineers
By: Jeffrey J. Bussgang and Mel Martin
AllSpice, a software-as-a-service company that built a GitHub-like revision control tool for hardware engineers, was in the midst of preparing for rapid scale when the 2022 market downturn left them with big decisions to make. Cofounder and CEO Valentina Ratner had to...
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Keywords:
Scaling;
SaaS;
Strategy;
Marketing;
Growth and Development Strategy;
Resource Allocation;
Customer Focus and Relationships;
Technology Industry;
Electronics Industry;
United States
Bussgang, Jeffrey J., and Mel Martin. "AllSpice: GitHub for Hardware Engineers." Harvard Business School Case 823-022, September 2022.
- 06 Mar 2008
- News
Marketing Can Serve Citizens as Well as Consumers
- 28 Nov 2018
- HBS Case
On Target: Rethinking the Retail Website
jimkruger In the mid-1990s, Target was a discount superstore behemoth. The retailer had set itself apart from chief rival Walmart with a focus on more upscale but wallet-friendly fashion and lifestyle lines,...
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- November 2015
- Article
When Doing Good Is Bad in Gift-giving: Mis-predicting Appreciation of Socially Responsible Gifts
By: Lisa A. Cavanaugh, F. Gino and Gavan J. Fitzsimons
Gifts that support a worthy cause (i.e., "gifts that give twice"), such as a charitable donation in the recipient's name, have become increasingly popular. Recipients generally enjoy these gifts, which not only benefit others in need but also make recipients feel good...
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Cavanaugh, Lisa A., F. Gino, and Gavan J. Fitzsimons. "When Doing Good Is Bad in Gift-giving: Mis-predicting Appreciation of Socially Responsible Gifts." Organizational Behavior and Human Decision Processes 131 (November 2015): 178–189.
- Web
The Power of DEI: Harnessing Talent and Opportunity for Enduring Success - Course Catalog
HBS Course Catalog The Power of DEI: Harnessing Talent and Opportunity for Enduring Success Course Number 1845 Professor Nancy Koehn Fall; Q1; 1.5 credits14 sessionsPaper Overview and Educational Objectives...
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