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  • February 2023
  • Case

Grupo Sancor Seguros: Facing the Digital Transformation of Insurance in Argentina (A)
By: Jorge Tamayo and Jenyfeer Martínez Buitrago
In 2020, Alejandro Simón, CEO of Sancor Seguros Group, a nearly 75-year-old cooperative that had become Argentina’s insurance leader, had to decide about the Group’s digital transformation strategy. The Group’s values and history needed to be considered during the...  View Details
Keywords: Organizational Change and Adaptation; Digital Transformation; Organizational Culture; Cooperative Ownership; Strategy; Business Strategy; Adaptation; Technology Adoption; Insurance Industry; Latin America; South America; Argentina
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  • January 2023
  • Case

Veeva Systems and the Transformation to a Public Benefit Corporation
By: Ranjay Gulati and Allison M. Ciechanover
Peter Gassner, the co-founder and CEO of Veeva Systems, steered the company through rapid scaling from its launch in 2007 to 2022. Year after year, the company had exceeded expectations, with its market capitalization reaching $50 billion at its peak. By 2022, the...  View Details
Keywords: Transformation; Corporate Governance; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Culture; Information Technology Industry; Technology Industry; United States; California
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  • December 7, 2022
  • Article

Why Decentralized Crypto Platforms Are Weathering the Crash
By: Shai Bernstein and Scott Duke Kominers
In the past year, crypto markets dropped from $2.9 trillion in value to around $800 billion. In the wake of the collapse, crypto lenders and exchanges have been accused of fraud and other wrongdoing. What went wrong? One factor is competition. In theory, competition...  View Details
Keywords: Crypto Economy; Cryptocurrency; Financial Complexity; Financial Crisis; Decentralization; Decentralized Markets; Decentralized Autonomous Organizations; Finance; Market Design; Financial Services Industry
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  • 2022
  • Book

Healthy Buildings: How Indoor Spaces Can Make You Sick—or Keep You Well
By: Joseph G. Allen and John D. Macomber
For too long we’ve designed buildings that haven’t focused on the people inside—their health, their ability to work effectively, and what that means for the bottom line. An authoritative introduction to a movement whose vital importance is now all too clear, Healthy...  View Details
Keywords: COVID-19; Buildings and Facilities; Health; Health Pandemics; Safety
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  • 2022
  • Report

The First Four Healthy Building Strategies Every Building Should Pursue to Reduce Risk from COVID-19
By: Joseph G. Allen, Emily Jones, Marissa V. Rainbolt, Linsey C. Marr, David Michaels, Leslie R. Cadet, Shelly L. Miller, Meira Levinson, Lidia Morawska, Richard L. Corsi, Nira R. Pollock, Yuguo Li, Alasdair P.S. Munro, Kelly Grier, Qingyan Chen, John D. Macomber and Xiaodong Cao
Understanding of the most probable transmission routes and identifying the risk environments for disease spread should always be among the first critical steps in the response to future disease threats. This is one of the most vital public health lessons of the...  View Details
Keywords: Health Pandemics; Buildings and Facilities; Risk and Uncertainty; Health Industry; Education Industry; Real Estate Industry
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  • March 2022
  • Case

Auto Mag (Abridged)
By: David E. Bell
A young HBS graduate purchases a publisher of specialty magazines that advertises second hand cars, boats, trucks, etc. The magazines carry photographs and a brief description of each article for sale. The company faces the problem of deciding on how many magazines to...  View Details
Keywords: Distribution; Cost Management; Decision Choices and Conditions; Forecasting and Prediction
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  • 2021
  • Working Paper

CRM and AI in Time of Crisis
By: Michelle Y. Lu and Navid Mojir
A crisis can affect the incentives of various players within a firm’s multi-layered sales and marketing organization (e.g., headquarters and branches of a bank). Such shifts can result in sales decisions against the firm’s best interests. Motivated by the backlash to...  View Details
Keywords: CRM; Artificial Intelligence; AI; B2B Marketing; Decision Authority; Crisis Marketing; Intra-organizational Conflict; COVID-19 Pandemic; Customer Relationship Management; Technological Innovation; Decision Making; Strategy; Health Pandemics; Crisis Management; AI and Machine Learning
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  • Article

Accounting for Climate Change
By: Robert S. Kaplan and Karthik Ramanna
Corporations are facing growing pressure—from investors, advocacy groups, politicians, and even business leaders themselves—to reduce greenhouse gas (GHG) emissions from their operations and their supply and distribution chains. About 90% of the companies in the S&P...  View Details
Keywords: Greenhouse Gas Mitigation; Social Accounting; E-liabilities; Business And The Environment; Climate Change; Corporate Social Responsibility and Impact; Environmental Sustainability
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  • June 23, 2021
  • Article

Research: When A/B Testing Doesn't Tell You the Whole Story
By: Eva Ascarza
When it comes to churn prevention, marketers traditionally start by identifying which customers are most likely to churn, and then running A/B tests to determine whether a proposed retention intervention will be effective at retaining those high-risk customers. While...  View Details
Keywords: Customer Retention; Churn; Targeting; Market Research; Marketing; Investment Return; Customers; Retention; Research
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  • 2021
  • Chapter

Digital Transformation and the Salesforce: Observations, Warnings, and Recommendations
By: Frank V. Cespedes
Sales is a crucial test for organizational change, including productive use (or not) of new technologies. Changes in selling always have wider organizational implications, because so many other decisions and resource commitments in firms depend upon demand forecasts...  View Details
Keywords: Sales; Salesforce Management; Organizational Change and Adaptation; Digital Transformation
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  • March 2021
  • Article

The Customer May Not Always Be Right: Customer Compatibility and Service Performance
By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...  View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Service Operations; Customer Relationship Management; Customer Satisfaction; Performance
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  • February 2021 (Revised April 2021)
  • Case

Board Director Dilemmas—Back the SPAC?
By: Suraj Srinivasan, David G. Fubini and Amram Migdal
This case focuses on a board director of a diversified holding company. The firm’s longtime CEO had always exhibited a cautious, methodical approach to growth. Now, the CEO is raising the idea of joining with a special purpose acquisition company (SPAC) to spin off...  View Details
Keywords: Board Director; Strategy; Change Management; Decision Making
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  • February 2021
  • Article

A Dynamic Theory of Multiple Borrowing
By: Daniel Green and Ernest Liu
Multiple borrowing—a borrower obtains overlapping loans from multiple lenders—is a common phenomenon in many credit markets. We build a highly tractable, dynamic model of multiple borrowing and show that, because overlapping creditors may impose default externalities...  View Details
Keywords: Commitment; Multiple Borrowing; Common Agency; Misallocation; Microfinance; Investment; Mathematical Methods
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  • 2023
  • Working Paper

Canary Categories
By: Eric Anderson, Chaoqun Chen, Ayelet Israeli and Duncan Simester
Past customer spending in a category is generally a positive signal of future customer spending. We show that there exist “Canary Categories” for which the reverse is true. The more customers purchase in these categories, the less likely these customers are to return...  View Details
Keywords: Churn; Churn Management; Churn/retention; Retention; Assortment Planning; Retail; Retailing; Retailing Industry; Preference Heterogeneity; Customer Relationship Management; Consumer Behavior; Retail Industry; United States
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  • January–February 2021
  • Article

Compensation Packages That Actually Drive Performance
By: Boris Groysberg, Sarah Abbott, Michael R. Marino and Metin Aksoy
By aligning executives’ financial incentives with company strategy, a firm can inspire its management to deliver superior results. But it can be hard to get pay packages right. In this article four experts break down the key elements of compensation and explain how to...  View Details
Keywords: Executive Compensation; Compensation and Benefits; Motivation and Incentives; Strategy; Performance
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  • Article

Trust: The Foundation of Leadership
By: Frances Frei and Anne Morriss
The authors contend that if leadership is about empowering others, in your presence and your absence, then trust is the emotional framework that allows that service to be freely exchanged. Based on their experiences advising individuals and organizations, their basic...  View Details
Keywords: Trustworthiness; Authenticity; Empathy; Trust; Leadership; Competency and Skills; Behavior
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  • October 2020
  • Teaching Plan

Merck: COVID-19 Vaccines
By: Willy C. Shih
COVID-19 infections were still climbing across the U.S. and many other parts of the world in September 2020, and it seemed that every time Ken Frazier, the CEO of Merck & Co. consented to an interview in recent months he always seemed to hear the same question,...  View Details
Keywords: Vaccines; Health Pandemics; Health Testing and Trials; Innovation and Management; Innovation Strategy; Research and Development; Business Strategy; Pharmaceutical Industry; United States
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  • October 2020 (Revised June 2021)
  • Case

The Bronx Community Foundation
By: Brian Trelstad and Aldo Sesia
Derrick and Desmon Lewis were both successful professionals in the consulting and banking industries. They were born and raised in The Bronx, New York City’s poorest borough. The Lewis brothers had always wanted to give back to the community. In 2016 they launched a...  View Details
Keywords: Community Foundations; Social Enterprise; Social Entrepreneurship; Relationships; Business Model; Social Issues; New York (city, NY); United States
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  • Fall 2020
  • Article

Christo and Jeanne‐Claude: The Negotiation of Art and Vice Versa
By: Michael A. Wheeler
Over the past two decades the Program on Negotiation at Harvard Law School (PON) has named thirteen people as Great Negotiators. The project, directed by my colleague Jim Sebenius, has given us the opportunity to commend our honorees’ outstanding work and to learn from...  View Details
Keywords: Art; Negotiation; Arts
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  • September 2020
  • Case

Merck: COVID-19 Vaccines
By: Willy C. Shih
COVID-19 infections were still climbing across the U.S. and many other parts of the world in September 2020, and it seemed that every time Ken Frazier, the CEO of Merck & Co. consented to an interview in recent months he always seemed to hear the same question,...  View Details
Keywords: Vaccines; COVID-19 Pandemic; Health Pandemics; Health Testing and Trials; Innovation and Management; Innovation Strategy; Technological Innovation; Business Strategy; Product Launch; Pharmaceutical Industry
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