More from the Author

• Background Note | HBS Case Collection | 2013 (Revised from original 2008 version)

  Note on the Nonprofit Coherence Framework

  Allen S. Grossman and Stacey Childress

  This note presents the Nonprofit Coherence Framework. It helps nonprofit leaders identify the key elements that support an organizational strategy focused on attaining high performance, bring those elements into a coherent relationship with the strategy and each other, and help guide the actions of people throughout an organization in the pursuit of high levels of individual and organizational achievement. This note proposes that to attain high performance, a nonprofit organization must have all of its organizational elements—culture, structure, systems, resources, stakeholders, and the operating environment—working together to drive strategy.

  Keywords: Management Practices and Processes; Organizational Culture; Organizational Structure; Performance Improvement; Nonprofit Organizations; Corporate Strategy;

  Citation:

  Grossman, Allen S., and Stacey Childress. "Note on the Nonprofit Coherence Framework." Harvard Business School Background Note 309-035, June 2013. (Revised from original August 2008 version.)

  CiteView DetailsPurchase

  Related

• Case | HBS Case Collection | 2013 (Revised from original 2010 version)

  HubSpot: Lower Churn through Greater CHI

  F. Asis Martinez Jerez, Thomas Steenburgh, Jill Avery and Lisa Brem

  HubSpot, a web marketing startup is under pressure from VCs to rapidly acquire new customers and to maintain a low level of customer churn. In the case, students explore the drivers of customer churn and uncover opportunities to increase customer retention across the customer selection, selling, and training processes. Students assess a metric, CHI (Customer Happiness Index) which HubSpot uses to predict which customers will churn, and suggest alternatives to improve the firm's predictions. Students develop programs to reduce churn post-hoc and then reengineer the company's marketing, selling, and customer relationship management processes to manage churn proactively through market segmentation and targeting, product design, and customer interactions.

  Keywords: Business Startups; Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Forecasting and Prediction; Consumer Behavior; Happiness; Consulting Industry;

  Citation:

  Martinez Jerez, F. Asis, Thomas Steenburgh, Jill Avery, and Lisa Brem. "HubSpot: Lower Churn through Greater CHI." Harvard Business School Case 110-052, March 2013. (Revised from original January 2010 version.)

  CiteView DetailsPurchase

  Related

• Case | HBS Case Collection | 2012 (Revised from original 2009 version)

  United Way

  Allen S. Grossman and Cathy Ross

  After United Way CEO Brian Gallagher began shifting the organization's focus from old-school fundraising to community impact, Gallagher and local leaders like Elise Bulk, CEO of the United Way of Greater Los Angeles, faced a series of challenges regarding how to best use United Way's resources to address the root causes of social problems.

  Keywords: Investment Funds; Business or Company Management; Problems and Challenges; Civil Society or Community; Social Issues; Alignment; Los Angeles;

  Citation:

  Grossman, Allen S., and Cathy Ross. "United Way." Harvard Business School Case 310-014, September 2012. (Revised from original September 2009 version.)

  CiteView DetailsPurchase

  Related