Background Note | HBS Case Collection | 2000
by Thomas J. DeLong, Ashish Nanda and Scot H. Landry
It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery.
Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy;
Citation:
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.
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Article | American Economic Journal: Economic Policy | August 2012
Surviving the Global Financial Crisis: Foreign Ownership and Establishment Performance
Laura Alfaro and Maggie Chen
Keywords: Globalization; Financial Crisis; Multinational Firms and Management; Data and Data Sets; Business Subsidiaries; Production; Finance; Performance; Ownership;
Case | HBS Case Collection | 2012
Gerry Pasciucco at AIG Financial Products (A)
Gautam Mukunda and Thomas J. DeLong
Keywords: Corporate Accountability; Ethics; Crisis Management; Financial Crisis; Management Teams; Business and Government Relations; Financial Services Industry; United States;
Article | Harvard Business Review | September 2012
Should You Listen to the Customer?
Thomas J. DeLong and Vineeta Vijayaraghavan