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-
All HBS Web
(2,507)
- News (481)
- Research (1,688)
- Events (9)
- Multimedia (2)
- Faculty Publications (769)
- March 2019
- Case
HOPI: Turkey's Shopping Companion
By: Sunil Gupta, Donald Ngwe and Gamze Yucaoglu
The case opens in 2017 as Onur Erbay, CEO of HOPI, a multi-vendor loyalty platform, is contemplating a critical decision. The case chronicles the origins of Boyner Group, the parent company of HOPI and a major retailer in Turkey, and development of retail and customer...
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Keywords:
Loyalty Programs;
Multi-vendor Platform;
Retail;
Big Data;
Customer Relationship Management;
Mobile and Wireless Technology;
Business Model;
Analytics and Data Science;
Competitive Strategy;
Decision Making;
Applications and Software;
Digital Platforms;
Technology Industry;
Retail Industry;
Turkey
Gupta, Sunil, Donald Ngwe, and Gamze Yucaoglu. "HOPI: Turkey's Shopping Companion." Harvard Business School Case 519-057, March 2019.
- April 2022
- Supplement
Mastercard Labs (B)
When Ajaypal (Ajay) Banga became the CEO of Mastercard in 2010, digital technologies were on the rise, and innovation needed to become a strategic imperative at the company. Banga tasked Garry Lyons, who had joined Mastercard through the 2009 acquisition of Orbiscom,...
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Keywords:
Organizational Behavior;
Culture;
Transformation;
Organizational Culture;
Culture Change;
Organizational Adaptation;
Organizational Effectiveness;
Alignment;
Leadership;
Leadership Development;
Innovation;
Innovation Ecosystems;
Diversity;
Collaboration;
Co-creation;
Learning Organizations;
Empowerment;
Ecosystem;
Agility;
Prototype;
Experiment;
Partnerships;
Operating Model;
Risk Management;
Digital Transformation;
Metrics;
Payments;
Financial Industry;
Financial Inclusion;
Ambidexterity;
Corporate Innovation;
Innovation Lab;
Accelerator;
Start-up;
Fintech
Hill, Linda A., Sunil Gupta, Emily Tedards, and Julia Kelley. "Mastercard Labs (B)." Harvard Business School Supplement 422-081, April 2022.
Boris Groysberg
Boris Groysberg is a professor of business administration in the Organizational Behavior unit at the Harvard Business School. Currently, he teaches courses on talent management and leadership in the school's MBA and Executive Education programs. He has won numerous...
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- September–October 2020
- Article
Managing Churn to Maximize Profits
By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability or their responsiveness to a...
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Keywords:
Churn Management;
Defection Prediction;
Loss Function;
Stochastic Gradient Boosting;
Customer Relationship Management;
Consumer Behavior;
Profit
Lemmens, Aurelie, and Sunil Gupta. "Managing Churn to Maximize Profits." Marketing Science 39, no. 5 (September–October 2020): 956–973.
- 12 Nov 2013
- First Look
First Look: November 12
observers. We identify boundary conditions and demonstrate that the positive inferences disappear when the observer is unfamiliar with the environment, when the nonconforming behavior is depicted as unintentional, and in the absence of...
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Keywords:
Sean Silverthorne
- 26 Sep 2011
- HBS Case
HBS Cases: Lady Gaga
Elberse. "That was just three years ago, and now she is, by many measures, the biggest celebrity on the planet. Gaga is a marketing phenomenon." This fall, Elberse will teach a case on Lady Gaga's meteoric career in her popular second-year MBA course, View Details
- 17 May 2022
- Cold Call Podcast
Delivering a Personalized Shopping Experience with AI
Keywords:
Re: Jill J. Avery
- 03 Oct 2007
- Research & Ideas
Dealing with the ‘Irrational’ Negotiator
Obstacles and Achieve Brilliant Results at the Bargaining Table and Beyond. The following excerpt describes strategies and tactics to overcome another party's counterproductive behavior and keep the deal on track. These are ideas that...
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Keywords:
by Deepak Malhotra & Max H. Bazerman
- September 2016
- Article
Monitoring Global Supply Chains
By: Jodi L. Short, Michael W. Toffel and Andrea R. Hugill
Firms seeking to avoid reputational spillovers that can arise from dangerous, illegal, and unethical behavior at supply chain factories are increasingly relying on private social auditors to provide strategic information about suppliers' conduct. But little is known...
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Keywords:
Monitoring;
Transaction Cost Economics;
Industry Self-regulation;
Auditing;
Codes Of Conduct;
Supply Chains;
Corporate Social Responsibility;
Corporate Social Responsibility and Impact;
Supply Chain;
Globalization
Short, Jodi L., Michael W. Toffel, and Andrea R. Hugill. "Monitoring Global Supply Chains." Strategic Management Journal 37, no. 9 (September 2016): 1878–1897. (Video abstract (4 minutes). Working Knowledge article for practitioners.)
- 2012
- Working Paper
Do Market Leaders Lead in Business Process Innovation? The Case(s) of E-Business Adoption
By: Kristina S. McElheran
This paper explores the relationship between market position and business process innovation. Prior research has focused on the alignment between new technologies and the internal capabilities of firms to pursue them. I extend the investigation to include external...
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Keywords:
Investment;
Technological Innovation;
Leadership;
Business Processes;
Behavior;
Motivation and Incentives;
Technology Adoption;
Manufacturing Industry;
United States
McElheran, Kristina S. "Do Market Leaders Lead in Business Process Innovation? The Case(s) of E-Business Adoption." Harvard Business School Working Paper, No. 10-104, June 2010. (Revised April 2011, October 2012.)
- May 3, 2023
- Article
What Top-Performing Sales Managers Do Differently
By: Mike Schultz and Frank V. Cespedes
Sales managers hire reps, influence their training, provide (we hope) feedback and so reinforce good selling behaviors, and are key in the execution of growth and change initiatives. In a study of more than 1,000 sales managers and sellers across industries, we found...
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Schultz, Mike, and Frank V. Cespedes. "What Top-Performing Sales Managers Do Differently." TrainingIndustry.com (May 3, 2023).
Jill J. Avery
Dr. Jill Avery is a Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the marketing unit at Harvard Business School. She is a respected authority on branding and brand management, customer relationship... View Details
Keywords:
consumer products;
arts;
advertising;
automobiles;
retailing;
fashion;
hotels & motels;
food;
beverage
- 23 Dec 2002
- Research & Ideas
Partnering and the Balanced Scorecard
strategy. The strategy map reveals the strategic chain of cause-and-effect relationships that eventually links investment in employee skills to improved financial performance. As the senior executive of a major bank declared: Partnering...
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Keywords:
by Robert S. Kaplan & David P. Norton
- April 2006
- Case
Nutricia Middle East: Measuring Sales Force Effectiveness
Nutricia's Middle East and African region is transitioning from a trading to a customer focus. CEO Ernest Vandenbussche must decide how to market infant milk formula most effectively in a region where the information environment is much less rich than in other...
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Keywords:
Management Teams;
Salesforce Management;
Customer Relationship Management;
Emerging Markets;
Nutrition;
Performance Effectiveness;
Business Strategy;
Commercialization;
Health Industry;
Middle East;
Africa
Martinez-Jerez, Francisco de Asis, and Rachel Sha. "Nutricia Middle East: Measuring Sales Force Effectiveness." Harvard Business School Case 106-063, April 2006.
- 31 Mar 2008
- HBS Case
JetBlue’s Valentine’s Day Crisis
and captured more of the market, with competitive fares, friendly service, and in the case of JetBlue, leather seats with television. Founded in 1999, JetBlue has seen rapid growth and frequently tops annual customer surveys of their...
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- September 1999 (Revised July 2006)
- Case
Juice Guys (A)
By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location.
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Keywords:
Entrepreneurship;
Product Launch;
Product Positioning;
Customer Relationship Management;
Consumer Behavior;
Commercialization;
Customer Satisfaction;
Food and Beverage Industry
Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
- August 2013
- Teaching Note
Nutricia Middle East: Measuring Sales Force Effectiveness
By: F. Asis Martinez-Jerez
Nutricia's Middle East and African region is transitioning from a trading to a customer focus. CEO Ernest Vandenbussche must decide how to market infant milk formula most effectively in a region where the information environment is much less rich than in other...
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- 2019
- Working Paper
Managing Churn to Maximize Profits
By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a...
View Details
Keywords:
Churn Management;
Defection Prediction;
Loss Function;
Stochastic Gradient Boosting;
Customer Relationship Management;
Consumer Behavior;
Profit
Lemmens, Aurelie, and Sunil Gupta. "Managing Churn to Maximize Profits." Harvard Business School Working Paper, No. 14-020, September 2013. (Revised December 2019. Forthcoming at Marketing Science.)
- 10 Oct 2013
- Working Paper Summaries
Managing Churn to Maximize Profits
- January 1985 (Revised June 1993)
- Case
Turner Construction Co.
In June, 1984, a vice president at Turner Construction Co. must decide whether to approve a construction project being considered by one of Turner's territorial offices and how to manage that territory general manager's apparent reluctance to pursue another account...
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Keywords:
Organizational Structure;
Projects;
Market Entry and Exit;
Integration;
Contracts;
Marketing Strategy;
Sales;
Business or Company Management;
Business Offices;
Geographic Location;
Construction Industry
Cespedes, Frank V. "Turner Construction Co." Harvard Business School Case 585-031, January 1985. (Revised June 1993.)