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All HBS Web
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- Faculty Publications (433)
- February 2000 (Revised November 2002)
- Case
QuickenInsurance: The Race to Click and Close (A)
ES Technologies started in 1976 as a storefront in Tempe, Arizona selling personal computer kits to hobbyists. Twenty years later, revenues exceeded $3.5 billion, and the business had evolved from a computer store to a master reseller and full-line integrator of...
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Keywords:
Customer Value and Value Chain;
Entrepreneurship;
Technological Innovation;
Growth and Development Strategy;
Industry Structures;
Business Strategy;
Competitive Strategy;
Information Technology;
Information Technology Industry;
Arizona
Applegate, Lynda M. "QuickenInsurance: The Race to Click and Close (A)." Harvard Business School Case 800-295, February 2000. (Revised November 2002.)
- January 2000
- Case
The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case
By: Jill Avery and Gerald Zaltman
An in-depth study of consumers' thoughts and feelings about a branded candy bar.
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Keywords:
Brand Management;
Brand Equity;
Brand Communication;
Brand & Product Management;
Brand Building;
Brand Positioning;
Brand Storytelling;
Brand Strategy;
Brand Value;
Branding;
Marketing;
Advertising;
Customer Satisfaction;
Brands and Branding;
Consumer Behavior;
Food and Beverage Industry;
Consumer Products Industry
Avery, Jill, and Gerald Zaltman. "The Dimensions of Brand Equity for Nestlé Crunch Bar: A Research Case." Harvard Business School Case 500-083, January 2000.
- December 1999 (Revised November 2003)
- Background Note
Pricing: A Value-Based Approach
By: Robert J. Dolan
Presents a framework for determining prices for products and services in concert with the value provided to customers. Discusses methodologies for estimating customer value.
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Dolan, Robert J. "Pricing: A Value-Based Approach." Harvard Business School Background Note 500-071, December 1999. (Revised November 2003.)
- December 1999 (Revised March 2002)
- Case
Hunter Business Group: TeamTBA
By: Das Narayandas and Elizabeth R. Caputo
The Hunter Business Group (HBG), a direct marketing consulting firm specializing in reorganizing the sales and marketing efforts of industrial firms, uses integrated customer contact technologies (including field sales, telephone, and mail) as a means of...
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Keywords:
Communication Technology;
Marketing Communications;
Marketing Reference Programs;
Marketing Strategy;
Market Participation;
Sales;
Value Creation;
Consulting Industry
Narayandas, Das, and Elizabeth R. Caputo. "Hunter Business Group: TeamTBA." Harvard Business School Case 500-030, December 1999. (Revised March 2002.)
- August 1999 (Revised January 2002)
- Case
Brita Products Company, The
By: John A. Deighton
Clorox's Brita skillfully exploits a tide of water safety concerns, growing a home water (filtration) business from inception to a 15% U.S. household penetration in ten years. The dilemma in the case arises as the period of increasing returns seems to be drawing to a...
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Keywords:
Customer Value and Value Chain;
Acquisition;
Retention;
Safety;
Natural Environment;
Emerging Markets;
Investment Return;
Equity;
Demand and Consumers;
United States
Deighton, John A. "Brita Products Company, The." Harvard Business School Case 500-024, August 1999. (Revised January 2002.) (request a courtesy copy.)
- 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.)
- May 1999
- Background Note
Note on Behavioral Pricing
The note introduces the behavioral or psychological aspects of consumer price acceptance. Begins by reviewing the traditional economic approach to product pricing and consumer price acceptance--namely, that consumers should be willing to purchase anytime a product's...
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Keywords:
Customer Satisfaction;
Decisions;
Fairness;
Price;
Marketing Strategy;
Behavior;
Perspective;
Public Opinion
Gourville, John T. "Note on Behavioral Pricing." Harvard Business School Background Note 599-114, May 1999.
- March 1999 (Revised June 2004)
- Case
United States Agency for International Development (USAID): Campfire Program in Zimbabwe
By: V. Kasturi Rangan and Jay Sinha
Raises the issue of customer definition in economic development. Because of the multiple stakeholders and their varying interests, understanding where and how value is created is critical to understanding the customer.
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Keywords:
Customer Focus and Relationships;
Development Economics;
Marketing Strategy;
Programs;
Business and Stakeholder Relations;
Value Creation;
Zimbabwe;
United States
Rangan, V. Kasturi, and Jay Sinha. "United States Agency for International Development (USAID): Campfire Program in Zimbabwe." Harvard Business School Case 599-090, March 1999. (Revised June 2004.)
- 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.
- April 1998 (Revised January 2007)
- Case
Arrow Electronics, Inc.
By: Das Narayandas
Deals with the issue of cross-selling and managing a portfolio of products and services in business markets. Arrow/Schweber (A/S), a subsidiary of electronic parts distributor Arrow Electronics, has a portfolio of products that differ in the amount of value added by...
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Keywords:
Distribution Channels;
Internet and the Web;
Problems and Challenges;
Change Management;
Electronics Industry
Narayandas, Das. "Arrow Electronics, Inc." Harvard Business School Case 598-022, April 1998. (Revised January 2007.)
- April 1998
- Teaching Note
Managing Customers for Profits (TN)
By: Das Narayandas
Teaching Note for (8249) and (8257).
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- January 1998 (Revised February 1998)
- Case
Sideco Americana S.A. (A)
By: Lynn S. Paine and Harold F. Hogan Jr
This case focuses on a decision the Sideco management team faces when customers of its newly acquired and privatized water and sewer company neglect to pay its bills. Describes the effort to transform an old-style Argentine construction and engineering company into a...
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Keywords:
Organizational Change and Adaptation;
Organizational Culture;
Organizational Structure;
Corporate Social Responsibility and Impact;
Business and Government Relations;
Transformation;
Business or Company Management;
Values and Beliefs;
Argentina
Paine, Lynn S., and Harold F. Hogan Jr. "Sideco Americana S.A. (A)." Harvard Business School Case 398-081, January 1998. (Revised February 1998.)
- December 1997 (Revised May 1998)
- Case
CUC and HFS: Corporate Identity for a "Merger of Equals"
By: Stephen A. Greyser and Robert J. Crawford
In the wake of a major $20 billion market capitalization "merger of equals," two large consumer service firms must determine a new name for the new entity. Neither CUC nor HFS is well known among consumers. The CUC Services (e.g., shopping, travel, credit card...
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Keywords:
Mergers and Acquisitions;
Capital;
Brands and Branding;
Identity;
Customization and Personalization;
Value;
Service Industry
Greyser, Stephen A., and Robert J. Crawford. CUC and HFS: Corporate Identity for a "Merger of Equals". Harvard Business School Case 598-028, December 1997. (Revised May 1998.)
- March 1997
- Case
Sensormatic Electronics Corporation-1995
By: Krishna G. Palepu and James Chang
Sensormatic is a leading provider of security systems to the retail industry. The company relies on customer financing as a key component of its strategy. The company's growth strategy and accountingis attacked by short-sellers and the financial press.
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Keywords:
Analysis;
Valuation;
Financial Reporting;
Financing and Loans;
Financial Statements;
Business Strategy
Palepu, Krishna G., and James Chang. "Sensormatic Electronics Corporation-1995." Harvard Business School Case 197-041, March 1997.
- February 1997 (Revised July 2001)
- Background Note
Introduction to Activity-Based Costing
By: Robert S. Kaplan
Introduces the fundamental notions of activity-based costing (ABC). Motivates ABC by means of a simple example, a single and a diversified pen factory. Proceeds to show how ABC assigns costs more accurately to products and customers by: 1) identifying the activities...
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Keywords:
Activity Based Costing and Management
Kaplan, Robert S. "Introduction to Activity-Based Costing." Harvard Business School Background Note 197-076, February 1997. (Revised July 2001.)
- 1996
- Other Unpublished Work
Value-Added: How Your Customers Can Grasp It
- September 1996 (Revised July 1997)
- Case
Grupo Sidek (A)
By: Kenneth A. Froot and Alberto Moel
A large Mexican conglomerate, active in tourism, real estate, and steel, is faced with difficult macroeconomic conditions beginning with the Peso crisis of December 1994. The conglomerate had extensive dollar-indexed liabilities and was caught in a crunch when the...
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Keywords:
Foreign Exchange;
Real Estate;
Debt Policy;
Tourism;
Steel;
Business Conglomerates;
Macroeconomics;
Currency Exchange Rate;
Crisis Management;
Valuation;
Mexico
Froot, Kenneth A., and Alberto Moel. "Grupo Sidek (A)." Harvard Business School Case 297-022, September 1996. (Revised July 1997.)
- July 1996
- Case
Williams-Sonoma, Inc.--1990
By: Nancy F. Koehn and Michael Dearing
Howard Lester, chairman and CEO, has just completed a second offering of common stock in Williams-Sonoma, Inc. ($218.2 million 1989 sales). Having targeted $500 million in retail sales, Lester's challenge is to: 1) prioritize growth investments in five existing catalog...
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Keywords:
Corporate Strategy;
Alignment;
Customer Value and Value Chain;
Competitive Strategy;
Retail Industry
Koehn, Nancy F., and Michael Dearing. "Williams-Sonoma, Inc.--1990." Harvard Business School Case 797-019, July 1996.
- April 1996 (Revised April 2004)
- Case
Virtual Vineyards
By: Jeffrey F. Rayport, Alvin J. Silk, Lisa Klein Pearo and Thomas A. Gerace
Virtual Vineyards markets wine from small California vineyards directly to consumers through its site on the World Wide Web. It also facilitates fulfillment of customer orders. The case focuses on the ways in which Virtual Vineyards provides value to end consumers...
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Keywords:
Customer Focus and Relationships;
Technological Innovation;
Management;
Service Operations;
Internet and the Web
Rayport, Jeffrey F., Alvin J. Silk, Lisa Klein Pearo, and Thomas A. Gerace. "Virtual Vineyards." Harvard Business School Case 396-264, April 1996. (Revised April 2004.)
- November 1995 (Revised March 2004)
- Case
Massachusetts General Hospital: CABG Surgery (A)
By: Steven C. Wheelwright and James Weber
A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided.
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Keywords:
Health Care and Treatment;
Medical Specialties;
Business Processes;
Mission and Purpose;
Product Positioning;
Product Marketing;
Management Practices and Processes;
Customer Satisfaction;
Service Delivery;
Service Operations;
Fair Value Accounting;
Ethics;
Pharmaceutical Industry;
Health Industry;
Massachusetts
Wheelwright, Steven C., and James Weber. "Massachusetts General Hospital: CABG Surgery (A)." Harvard Business School Case 696-015, November 1995. (Revised March 2004.)