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All HBS Web
(3,917)
- Faculty Publications (1,190)
- August 1999 (Revised May 2000)
- Case
E Ink
By: Teresa M. Amabile and Susan Archambault
E Ink is a high-technology start-up attempting to revolutionize print communication through electronic ink displays. The founders and top managers of this two-year-old firm are striving to translate a technological breakthrough into a working prototype, move from...
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- June 1999 (Revised August 2004)
- Case
Friendly Fenway Program, The: The Value of Experience Enhancement
The marketing head of the Boston Red Sox is reviewing the team's "Friendly Fenway" fan satisfaction program. The program is described in the context of the team's on-the-field performance, the ballpark's character, and team marketing and fan-building in general. The...
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Keywords:
Customer Satisfaction;
Revenue;
Framework;
Management;
Marketing Reference Programs;
Performance;
Boston
Greyser, Stephen A. "Friendly Fenway Program, The: The Value of Experience Enhancement." Harvard Business School Case 599-035, June 1999. (Revised August 2004.)
- April 1999 (Revised October 2001)
- Case
Motive Communications
The founders of Motive Communications, Inc., a recent start-up dedicated to reinventing the support chain involved in the delivery of information technology support services, put in place a development process hinged on extensive customer feedback. As part of this, a...
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Keywords:
Business Startups;
Customer Relationship Management;
Risk and Uncertainty;
Information Technology Industry
Rayport, Jeffrey F., Marco Iansiti, Myra M. Hart, William W Chan, and Find Findsen. "Motive Communications." Harvard Business School Case 699-157, April 1999. (Revised October 2001.)
- March 1999 (Revised January 2000)
- Background Note
Interactive Technologies and Relationship Marketing Strategies
By: Youngme E. Moon
Outlines the role of interactive technologies in the development of relationship marketing strategies.
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Moon, Youngme E. "Interactive Technologies and Relationship Marketing Strategies." Harvard Business School Background Note 599-101, March 1999. (Revised January 2000.)
- March 1999 (Revised January 2005)
- Case
Newell Company: Corporate Strategy
By: Cynthia A. Montgomery and Elizabeth Gordon
In 1998, Newell Co., a manufacturer of low-tech, high-volume consumer goods, acquired Calphalon Corp., a high-end cookware company, and Rubbermaid, a $2 billion manufacturer of consumer and commercial plastic products. The case focuses on Newell's strategy and its...
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Keywords:
Mergers and Acquisitions;
Customer Focus and Relationships;
Customer Satisfaction;
Business or Company Management;
Goals and Objectives;
Growth and Development Strategy;
Strategy;
Competitive Strategy;
Corporate Strategy;
Consumer Products Industry
Montgomery, Cynthia A., and Elizabeth Gordon. "Newell Company: Corporate Strategy." Harvard Business School Case 799-139, March 1999. (Revised January 2005.)
- March 1999
- Case
MySoftware Company (A)
By: H. Kent Bowen and Nicole Tempest
In 1997, Gregory Slayton took the position as CEO of MySoftware, which had been experiencing revenue and operating losses for the past two years. Within 90 days, he stabilized the company through a combination of cost cutting, financial discipline, and accountability...
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Keywords:
Decisions;
Cost Management;
Profit;
Employees;
Growth and Development Strategy;
Operations;
Outcome or Result;
Partners and Partnerships;
Internet and the Web;
Applications and Software;
Information Technology Industry
Bowen, H. Kent, and Nicole Tempest. "MySoftware Company (A)." Harvard Business School Case 699-121, March 1999.
- March 1999
- Case
Australia's Telstra Corporation (A): Going Public
By: W. Earl Sasser, Carin-Isabel Knoop and Cate Reavis
Frank Blount is named CEO of Telstra, Australia's state-owned telecommunications giant. In preparation for its 1997 IPO, he must reorganize the company from an inefficient public entity into a lean, customer-driven organization.
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Keywords:
Change Management;
Initial Public Offering;
Organizational Change and Adaptation;
Customer Focus and Relationships;
State Ownership;
Performance Effectiveness;
Privatization;
Telecommunications Industry;
Australia
Sasser, W. Earl, Carin-Isabel Knoop, and Cate Reavis. "Australia's Telstra Corporation (A): Going Public." Harvard Business School Case 899-209, March 1999.
- March 1999
- Article
Practices for Managing Information Flows Within Organizations
By: Joel Demski, Tracy Lewis, Dennis Yao and Huseyin Yildirim
Firm organization determines how coworkers communicate and how information flows within the firm. Banking, accounting, consulting, and legal firms process proprietary information which their clients wish to protect. The firm's ability to safeguard and manage...
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Keywords:
Information Management;
Management Practices and Processes;
Safety;
Governance Controls;
Customer Focus and Relationships
Demski, Joel, Tracy Lewis, Dennis Yao, and Huseyin Yildirim. "Practices for Managing Information Flows Within Organizations." Journal of Law, Economics & Organization 15, no. 1 (March 1999): 107–131. (Harvard users click here for full text.)
- February 1999 (Revised June 2000)
- Case
Alexander Bandelli (A)
By: Thomas J. DeLong and Catherine M. Conneely
Alexander Bandelli has the opportunity to redefine the way real estate business is done in the Northeast region. He has just joined Ronsini and Fitch and has been asked by senior management to move to a client focus rather than the older, traditional transaction focus....
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Keywords:
Change Management;
Customer Focus and Relationships;
Management Teams;
Real Estate Industry;
Northeastern United States
DeLong, Thomas J., and Catherine M. Conneely. "Alexander Bandelli (A)." Harvard Business School Case 899-146, February 1999. (Revised June 2000.)
- February 1999 (Revised June 1999)
- Case
Bloomberg L.P.
By: Clayton M. Christensen, Richard G. Hamermesh and Jeremy Dann
Michael Bloomberg founded his company to provide customers quick access to financial market data and analytical tools for understanding that data. As Bloomberg L.P. grew quickly,entered the ranks of "large, established companies," it grappled with a whole new range of...
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Keywords:
Human Resources;
Management Analysis, Tools, and Techniques;
Organizational Culture;
Organizational Structure;
Problems and Challenges
Christensen, Clayton M., Richard G. Hamermesh, and Jeremy Dann. "Bloomberg L.P." Harvard Business School Case 399-081, February 1999. (Revised June 1999.)
- February 1999
- Case
Lifeline Systems, Inc. (B)
By: H. Kent Bowen and Marilyn Matis
In 1997, Lifeline Systems continues to grow its service business to $32 million, 56% of the company's total revenues. More local hospital Lifeline programs turn over their monitoring service to Lifeline Central, expanding the company's subscriber base by 30%. The...
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Keywords:
Health Care and Treatment;
Information Technology;
Expansion;
Cost Management;
Growth and Development Strategy;
Partners and Partnerships;
Change;
Customer Relationship Management;
Service Operations;
Age;
Investment;
Health Industry;
Technology Industry;
Cambridge;
Boston
Bowen, H. Kent, and Marilyn Matis. "Lifeline Systems, Inc. (B)." Harvard Business School Case 699-038, February 1999.
- January 1999 (Revised March 2001)
- Case
MindSpring
In a business environment where Internet Service Providers (ISP) has become increasingly commodity-like, Charles Brewer, founder and CEO of MindSpring, the nation's sixth largest ISP and the recognized leader in customer satisfaction, ponders a proposed merger with...
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Keywords:
Internet and the Web;
Entrepreneurship;
Mergers and Acquisitions;
Customer Satisfaction;
Growth and Development Strategy;
Web Services Industry;
United States
Rayport, Jeffrey F., Joseph Keough, and Cathy Olofson. "MindSpring." Harvard Business School Case 899-178, January 1999. (Revised March 2001.)
- January 1999 (Revised December 2000)
- Case
Finale
By: Joseph B. Lassiter III, Michael J. Roberts and Matthew C. Lieb
Designed for use with "Room for Dessert" to show the changes between creating the initial business plans and starting to serve customers. Conforti and Moore have to both manage the business and deliver service to customers on a day-to-day basis in the initial location...
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- January 1999
- Case
State Street Corporation: Leading with Information Technology (B)
By: Stephen P. Bradley and Kelley Porter
With Multi-currency HORIZON, a real-time multi-currency accounting system that replaced the traditional batch-oriented single-currency accounting system, successfully launched, State Street Corp. (State Street) began to focus on growing the scope of its business...
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Keywords:
Accounting;
Trends;
Global Strategy;
Growth and Development Strategy;
Competitive Strategy;
Information Technology;
Value Creation;
Financial Services Industry
Bradley, Stephen P., and Kelley Porter. "State Street Corporation: Leading with Information Technology (B)." Harvard Business School Case 799-034, January 1999.
- 1999
- Article
Culture, Customers, and Contemporary Communism: Vietnamese Marketing Management Under Doi Moi
By: Rohit Deshpandé and J. U. Farley
Deshpandé, Rohit, and J. U. Farley. "Culture, Customers, and Contemporary Communism: Vietnamese Marketing Management Under Doi Moi." Asian Journal of Marketing 7, no. 1 (1999): 4–18.
- November 1998
- Article
Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation
By: N. Narayandas
Narayandas, N. "Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation." Journal of Service Research 1, no. 2 (November 1998).
- October 1998 (Revised November 2001)
- Case
Boston Beer Company: Light Beer Decision
By: Linda A. Cyr, Joseph B. Lassiter III and Michael J. Roberts
Boston Beer's current light-beer offering, Boston Lightship, has not been successful, and a student team is charged with investigating the problem and recommending a strategy. Highlights issues around branding, target customer selection, and cannibalization, and...
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Keywords:
Problems and Challenges;
Brands and Branding;
Customers;
Growth and Development Strategy;
Marketing Strategy;
Entrepreneurship;
Food and Beverage Industry;
Boston
Cyr, Linda A., Joseph B. Lassiter III, and Michael J. Roberts. "Boston Beer Company: Light Beer Decision." Harvard Business School Case 899-058, October 1998. (Revised November 2001.)
- September 1998 (Revised March 1999)
- Case
Sun Microsystems and the N-tier Architecture
By: Richard L. Nolan and Kelley Porter
Sun Microsystems is a pioneer in networking computing. Sun's servers maintain a large market share and are considered highly scaleable. The case describes the n-tier architecture for building and managing large networks in which thousands of workers and customers are...
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Keywords:
Information Infrastructure;
Information Technology;
Technological Innovation;
Business Strategy;
Innovation Strategy;
Information Technology Industry
Nolan, Richard L., and Kelley Porter. "Sun Microsystems and the N-tier Architecture." Harvard Business School Case 399-037, September 1998. (Revised March 1999.)
- September 1998
- Case
Vanguard Group, Inc. (1998), The
By: Andre F. Perold
Since the beginning of 1997, Vanguard's assets under management have increased more than 60% from $240 billion to almost $400 billion, making it second in market share only to Fidelity. Vanguard views this success as another vindication of its low-cost strategy of...
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Keywords:
Asset Management;
Cost Management;
Investment Funds;
Product;
Service Operations;
Performance Expectations;
Competition;
Consolidation;
Expansion;
Internet;
Financial Services Industry
Perold, Andre F. "Vanguard Group, Inc. (1998), The." Harvard Business School Case 299-002, September 1998.
- August 1998 (Revised July 2002)
- Case
Innovation at 3M Corporation (A)
By: Stefan H. Thomke and Ashok Nimgade
Describes how 3M Corp. introduces and learns a new and innovative methodology called Lead User research to understand future customer and market needs. A team from 3M's Medical-Surgical Markets Division applies the Lead User methodology to the field of surgical...
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Keywords:
Innovation and Management;
Innovation Strategy;
Managerial Roles;
Marketing Strategy;
Demand and Consumers;
Market Timing;
Product Development;
Problems and Challenges;
Business Strategy;
Medical Devices and Supplies Industry
Thomke, Stefan H., and Ashok Nimgade. "Innovation at 3M Corporation (A)." Harvard Business School Case 699-012, August 1998. (Revised July 2002.)