More from these Authors

• Case | HBS Case Collection | March 2019 (Revised May 2019)

  Philips Lighting: Light-as-a-Service

  Mark R. Kramer, Thijs Geradts and Bhanuteja Nadella

  Citation:

  Kramer, Mark R., Thijs Geradts, and Bhanuteja Nadella. "Philips Lighting: Light-as-a-Service." Harvard Business School Case 719-446, March 2019. (Revised May 2019.)  View Details

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• Case | HBS Case Collection | September 2018 (Revised March 2019)

  National Australia Bank: Looking Out for the Customer

  Mark R. Kramer and Hugh Foley

  After learning that most defaults were due to health, job or marital problems, National Australia Bank revised its debt collection department to shift from penalizing people in default to assisting them in developing a work-out plan, enabling more than 90% to meet their payments and get back to good credit standing, while saving the bank more than $80 million in bad debt annually.

  Keywords: Banks and Banking; Borrowing and Debt; Customer Focus and Relationships; Success; Australia;

  Citation:

  Kramer, Mark R., and Hugh Foley. "National Australia Bank: Looking Out for the Customer." Harvard Business School Case 719-417, September 2018. (Revised March 2019.)  View Details

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• Teaching Note | HBS Case Collection | January 2019

  Nestlé's Creating Shared Value Strategy

  Mark R. Kramer

  Citation:

  Kramer, Mark R. "Nestlé's Creating Shared Value Strategy." Harvard Business School Teaching Note 719-460, January 2019.  View Details

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