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- Faculty Publications (53)
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The Public Funder’s Dilemma - Forum for Growth
by allowing sales teams and existing CRM users to operate more efficiently. Company B is using AI to power a chatbot that provides psychological counseling. The chatbot’s deep learning insights enable it to engage meaningfully with users...
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- Profile
John Nordin
important person in my life. That's where environmental issues became important to me." So important, in fact, that a year before John entered HBS, he founded his own company, Flipswitch, a web application for solar companies that unites View Details
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Manufacturing/Energy
- Profile
Gordon Ross
start-up, The Green Guild, a consulting group that helps home-owners make their houses more energy-efficient. Specifically, Gordon worked on back-office CRM systems. “I used a lot of the skills I learned in the wealth-management world,”...
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- 02 Sep 2008
- First Look
First Look: September 3, 2008
Hotels: Brand Differentiation through Customer Relationship Management Harvard Business School Case 809-029 This case analyzes the Hilton Hotels Corporation's CRM strategy at a key juncture in its history, immediately after the firm has...
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Sean Silverthorne
- 23 Jul 2013
- First Look
First Look: July 23
Relationships Using CRM By: Avery, Jill, and Susan Fournier Abstract—With incidences in the 20%-25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their customer...
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Anna Secino
- 01 Sep 2015
- News
Case Study: Golden Ticket
platform of options beyond ticketing, including licensed merchandise sales and CRM for sporting events and dedicated event feeds that will ping relatives and friends about upcoming games and recitals. Expansion is a question of dimension:...
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- 06 Mar 2013
- What Do You Think?
Who Should Manage Our Work Time?
CRM and voicemail systems Technology can scale human efficiency, but only up to a point." Ganesh Ramakrishnan added, "The technologies to communicate, collaborate and access infinite information have evolved and spread much...
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by James Heskett
- 21 May 2007
- Research & Ideas
Fixing the Marketing-CEO Disconnect
customer relationship management; not only have the technologies to support CRM changed radically in recent years, but the principles that firms use to serve customers have evolved as well. Q: What are the key challenges in aligning...
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by Sean Silverthorne
- 29 Jun 2007
- First Look
First Look: June 29, 2007
(CRM) project would require, the bank decided to explore its benefits with a smaller pilot project. It appointed a CRM project team to design and implement a project focused on credit cards. Describes the challenges of the Spanish credit...
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Martha Lagace
- 30 Oct 2018
- First Look
New Research and Ideas, October 30, 2018
https://pubwww.hbs.edu/faculty/Pages/item.aspx?num=55176 Harvard Business School Case 518-067 HubSpot and Motion AI: Chatbot-Enabled CRM HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider,...
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Dina Gerdeman
- 20 May 2008
- First Look
First Look: May 20, 2008
Hong Kong to Wuxi, China to attend the first ever meeting of China Resources Microelectronic's (CRM) newly established Office of Strategy Management. The team had high hopes for this meeting as CRM was not only one of CRC's most...
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Martha Lagace
- Web
Supplemental Financial Information - Annual Report 2014
implementation of a new CRM platform. I.T. Investment (in millions) FY 14 FY 13 FY 12 FY11 FY 10 $ 79 68 54 50 40 Supplies & Equipment and Other Expenses Spending in the Other Expenses category, which includes items such as travel and...
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- 20 Aug 2007
- Research & Ideas
HBS Cases: Using Investor Relations Proactively
shareholders and analysts. When meeting with them at the road shows, for example, Total focuses on its long-term plans, being honest, and never disappointing them. To address its growing retail investor base, most of whom are French, Total uses techniques from consumer...
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- 12 Jul 2016
- First Look
July 12, 2016
lead for offering a customer relationship management (CRM) solution as a Web-based service. Siebel, the leader in CRM packaged software sales, has to devise a strategy to compete with salesforce.com. Purchase this case:...
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Sean Silverthorne
- Web
Podcast - Managing the Future of Work
Microsoft, I’ve always worked on what we’ve called essentially our “productivity” businesses—so started with applications like Office and then over time has expanded into these areas like CRM [customer relationship management] and ERP...
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- Web
Print View - Course Catalog
Gtreasury https://gtreasury.com/ Treasury management software Cybel Angel https://cybelangel.com/ Cyber security Sharplaunch https://www.sharplaunch.com/ CRM for commercial real estate Wayscript https://wayscript.com/ Development tools...
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