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      • Faculty Publications  (31)

      Digital Services And Strategy Remove Digital Services And Strategy →

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      Introduction to e-Commerce
      Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
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      • January 2021
      • Case

      Eaton Corporation: Portfolio Transformation and the Cost of Capital (Abridged)

      By: Benjamin C. Esty, E. Scott Mayfield and Daniel Fisher
      In 2000, Eaton Corporation was a broadly diversified industrial conglomerate. But its strategy was evolving and its focus was narrowing around “power management” and more recently on “intelligent power,” the use of digitally enabled products and services designed to...  View Details
      Keywords: Mergers And Acquisitions; Business Conglomerates; Business Divisions; Cost Of Capital; Corporate Finance; Value; Valuation; Industrial Products Industry; United States; Denmark; Republic Of Ireland
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      Esty, Benjamin C., E. Scott Mayfield, and Daniel Fisher. "Eaton Corporation: Portfolio Transformation and the Cost of Capital (Abridged)." Harvard Business School Case 221-070, January 2021.
      • January 2021
      • Supplement

      Eaton Corporation: Portfolio Transformation and The Cost of Capital (Abridged)

      By: Benjamin C. Esty, E. Scott Mayfield and Daniel Fisher
      In 2000, Eaton Corporation was a broadly diversified industrial conglomerate. But its strategy was evolving and its focus was narrowing around “power management” and more recently on “intelligent power,” the use of digitally enabled products and services designed to...  View Details
      Keywords: Mergers And Acquisitions; Business Conglomerates; Business Divisions; Cost Of Capital; Corporate Finance; Value; Valuation; Industrial Products Industry; United States; Denmark; Republic Of Ireland
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      Esty, Benjamin C., E. Scott Mayfield, and Daniel Fisher. "Eaton Corporation: Portfolio Transformation and The Cost of Capital (Abridged)." Harvard Business School Spreadsheet Supplement 221-708, January 2021.
      • January 2021
      • Case

      Digital Transformation 2.0: CEO Elie Girard at Atos

      By: Tsedal Neeley and James Barnett
      Elie Girard has taken the helm as CEO of Atos—multinational IT giant—to lead the company into the next era of digital transformation. Noticing that customers’ digital needs were evolving to become even more specialized and global in scope, he made a bold first step as...  View Details
      Keywords: Restructuring; Change; Leadership; Technology Industry
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      Neeley, Tsedal, and James Barnett. "Digital Transformation 2.0: CEO Elie Girard at Atos." Harvard Business School Case 421-024, January 2021.
      • September 2020
      • Supplement

      Eaton Corporation: Portfolio Transformation and The Cost of Capital

      By: Benjamin C. Esty, Scott Mayfield and Daniel Fisher
      In 2000, Eaton Corporation was a broadly diversified industrial conglomerate. But its strategy was evolving and its focus was narrowing around “power management” and more recently on “intelligent power,” the use of digitally enabled products and services designed to...  View Details
      Keywords: Mergers And Acquisitions; Business Conglomerates; Business Divisions; Cost Of Capital; Corporate Finance; Value; Valuation; Industrial Products Industry; United States; Denmark; Republic Of Ireland
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      Esty, Benjamin C., Scott Mayfield, and Daniel Fisher. "Eaton Corporation: Portfolio Transformation and The Cost of Capital." Harvard Business School Spreadsheet Supplement 221-704, September 2020.
      • September 2020
      • Case

      Eaton Corporation: Portfolio Transformation and The Cost of Capital

      By: Benjamin C. Esty, E. Scott Mayfield and Daniel Fisher
      In 2000, Eaton Corporation was a broadly diversified industrial conglomerate. But its strategy was evolving and its focus was narrowing around “power management” and more recently on “intelligent power,” the use of digitally enabled products and services designed to...  View Details
      Keywords: Mergers And Acquisitions; Business Conglomerates; Business Divisions; Cost Of Capital; Corporate Finance; Value; Valuation; Industrial Products Industry; United States; Denmark; Republic Of Ireland
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      Esty, Benjamin C., E. Scott Mayfield, and Daniel Fisher. "Eaton Corporation: Portfolio Transformation and The Cost of Capital." Harvard Business School Case 221-006, September 2020.
      • March 2020
      • Case

      Michelin: Building a Digital Service Platform

      By: Sunil Gupta and Christian Godwin
      Concerned about the slow growth in the tire market, Florent Menegaux, Michelin’s CEO, set out to redefine the company as a mobility company. As part of this growth strategy, Michelin started offering a host of services such as fleet management and tire-as-a-service. In...  View Details
      Keywords: Change; Transformation; Customer Focus And Relationships; Decision Making; Leading Change; Growth And Development; strategy; Technology Platform; Auto Industry; Travel Industry; Transportation Industry; United States; France
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      Gupta, Sunil, and Christian Godwin. "Michelin: Building a Digital Service Platform." Harvard Business School Case 520-061, March 2020.
      • March 2020
      • Case

      Maven Clinic: Women's Health in the Digital Age

      By: Ariel D. Stern and Sarah Mehta
      In late 2017, Kate Ryder, the founder and CEO of digital women’s health telemedicine company Maven Clinic, faced an important decision. Maven offered both a direct to consumer (D2C) product that anyone could use to book virtual appointments with health practitioners...  View Details
      Keywords: Business Growth And Maturation; Business Model; Business Startups; Entrepreneurship; Health; Health Care And Treatment; strategy; Technology; Software; Health Industry; Technology Industry; United States
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      Stern, Ariel D., and Sarah Mehta. "Maven Clinic: Women's Health in the Digital Age." Harvard Business School Case 620-035, March 2020.
      • January 2020
      • Case

      Banorte Móvil: Data-Driven Mobile Growth

      By: Ayelet Israeli, Carla Larangeira and Mariana Cal
      In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had...  View Details
      Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile Technology; Growth And Development strategy; Customers; Technology Adoption; Communication strategy; Banking Industry; Mexico; Latin America
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      Israeli, Ayelet, Carla Larangeira, and Mariana Cal. "Banorte Móvil: Data-Driven Mobile Growth." Harvard Business School Case 520-068, January 2020.
      • January 2020
      • Case

      Freelancer, Ltd.

      By: Christopher Stanton, Karim R. Lakhani, Jennifer L. Hoffman, Jin Hyun Paik and Nina Cohodes
      Over the course of the 2010s, the rapid advancement of mobile technologies and the rise of online freelancing platforms seemed to portend a radical transformation of labor markets into on-demand, flexible talent pools. Even though several Fortune 500...  View Details
      Keywords: Freelancers; Platforms; Digital Labor; Labor; Human Resources; Management; Online Technology; Growth And Development strategy; Information Industry; Australia; United States; Philippines
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      Stanton, Christopher, Karim R. Lakhani, Jennifer L. Hoffman, Jin Hyun Paik, and Nina Cohodes. "Freelancer, Ltd." Harvard Business School Case 820-075, January 2020.
      • November 2019
      • Case

      TripAdvisor: An Itinerary for Growth

      By: Jeffrey F. Rayport, Spencer Rascoff and Susie L. Ma
      In 2019, TripAdvisor was one of the best-known and most-trafficked online travel sites. For nearly 20 years, its founder and CEO Steve Kaufer had steered TripAdvisor through many phases of growth and profitability, but recently the company’s growth had started to slow....  View Details
      Keywords: Business Growth And Maturation; Decision Making; Business Or Company Management; Growth Management; Innovation And Invention; Brands And Branding; Operations; Customer Value And Value Chain; Technology; Travel Industry; Massachusetts
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      Rayport, Jeffrey F., Spencer Rascoff, and Susie L. Ma. "TripAdvisor: An Itinerary for Growth." Harvard Business School Case 820-039, November 2019.
      • November 2019 (Revised December 2020)
      • Case

      Grupo Éxito: Facing Colombia's Competitive Grocery Retail Industry

      By: Jose Alvarez, Carla Larangeira, Jenyfeer Martinez Buitrago and Miguel Diaz Moreno
      Grupo Éxito, a leading South American retailer, faced declining market shares in Colombia in 2019 with the arrival of low-cost competitors and emerging digital trends. Originally founded in Medellín, Éxito had over the course of its seventy-year history evolved from a...  View Details
      Keywords: Grocery; Market Share; Technology; Trends; Competitive strategy; Retail Industry; Colombia; Latin America
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      Alvarez, Jose, Carla Larangeira, Jenyfeer Martinez Buitrago, and Miguel Diaz Moreno. "Grupo Éxito: Facing Colombia's Competitive Grocery Retail Industry." Harvard Business School Case 520-043, November 2019. (Revised December 2020.)
      • March 2019 (Revised January 2021)
      • Case

      Accion's Fintech Strategy

      By: V. Kasturi Rangan, Michael Chu and Tricia Gregg
      Accion, an NGO, had been a pioneer in microfinance since its entry into that sector in the early 1970s. Its investments in Banco Compartamos paid off, when the microfinance bank went IPO in 2007, leaving an influx of $138 million for Accion. Under a new CEO, Michael...  View Details
      Keywords: Financial Inclusion; Fintech; Impact Investing; Finance; Technological Innovation; strategy; Industry Growth; Strategic Planning; Performance Effectiveness
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      Rangan, V. Kasturi, Michael Chu, and Tricia Gregg. "Accion's Fintech Strategy." Harvard Business School Case 319-091, March 2019. (Revised January 2021.)
      • January 2019 (Revised October 2019)
      • Case

      Commercial Sales Transformation at Microsoft

      By: Doug J. Chung
      Industry leaders should adapt to changes in the business context and consider different ways to grow. Advances in technology had shifted software demand to the cloud. As a result, Microsoft announced a strategic shift in direction from its existing ‘Windows first’...  View Details
      Keywords: Sales; strategy; Transformation
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      Chung, Doug J. "Commercial Sales Transformation at Microsoft." Harvard Business School Case 519-054, January 2019. (Revised October 2019.)
      • September 2018 (Revised April 2019)
      • Case

      AMC Entertainment: Creating a Spectacular Moviegoing Experience (A)

      By: Henry McGee and Aldo Sesia
      In 2018, the Hollywood film industry is facing tough headwinds. Fewer and fewer Americans are going to movie theaters, opting instead to watch movies on demand in the comfort of their own homes or on portable devices. Adam Aron, the head of the world’s largest movie...  View Details
      Keywords: Exhibitors; Movies; Film Entertainment; Disruptive Innovation; Consumer Behavior; Competitive strategy; Expansion; Global Range; Business Model; Motion Pictures And Video Industry
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      McGee, Henry, and Aldo Sesia. "AMC Entertainment: Creating a Spectacular Moviegoing Experience (A)." Harvard Business School Case 319-024, September 2018. (Revised April 2019.)
      • March 2018
      • Case

      Zensar Technologies Ltd.

      By: Joseph B. Fuller and Tanvi Deshpande
      Zensar, an established mid-tier IT services company based in India, is known for its customer-centric approach and close-knit culture. Sandeep Kishore has recently stepped in as the MD and CEO, replacing the previous CEO of 15 years. Kishore is developing his strategy...  View Details
      Keywords: Business Processes; strategy; Leading Change; Organizational Culture; Information Technology Industry
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      Fuller, Joseph B., and Tanvi Deshpande. "Zensar Technologies Ltd." Harvard Business School Case 318-051, March 2018.
      • Article

      Why Every Organization Needs an Augmented Reality Strategy

      By: Michael E. Porter and James E. Heppelmann
      While the physical world is three-dimensional, most data is trapped on two-dimensional pages and screens. This gulf between the real and digital worlds prevents us from fully exploiting the volumes of information now available to us. Augmented reality (AR), a set of...  View Details
      Keywords: Technological Innovation; Innovation strategy; Organizational Change And Adaptation; Performance Effectiveness
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      Porter, Michael E., and James E. Heppelmann. "Why Every Organization Needs an Augmented Reality Strategy." Harvard Business Review 95, no. 6 (November–December 2017): 46–57.
      • February 2017
      • Teaching Note

      The Tate's Digital Transformation

      By: Jill Avery
      John Stack was the visionary Head of Digital Transformation at the Tate, a collection of four major art galleries in the UK, including Tate Modern, the most visited gallery devoted to modern and contemporary art in the world. Stack was the architect of the Tate’s...  View Details
      Keywords: Marketing; Marketing Strategy; digital; Digital Strategy; Digital Marketing; Social Media; Ecommerce; Experience; Customer Experience; Customer Relationship Management; Channel Management; Museums; Arts Marketing; Nonprofit; Marketing; Marketing Channels; Marketing strategy; Customer Focus And Relationships; Entertainment And Recreation Industry; Fine Arts Industry; England; United Kingdom; Europe
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      Avery, Jill. "The Tate's Digital Transformation." Harvard Business School Teaching Note 517-098, February 2017.
      • June 2015 (Revised November 2015)
      • Case

      Akbank: Options in Digital Banking

      By: Rajiv Lal and Esel Çekin
      This case discusses the digitalization strategies of a leading bank in Turkey, Akbank, and how to position its digital banking products going forward. The Turkish banking industry was undergoing a transformation prompted by the demands of the country's digitally savvy,...  View Details
      Keywords: Digital Transformation; Marketing; Banking; Emerging Market; Competition; Regulations; Channels; Digitization; Technology; Competition; Brands And Branding; Organizational Change And Adaptation; Emerging Markets; Distribution Channels; Banks And Banking; Banking Industry; Financial services Industry; Turkey
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      Lal, Rajiv, and Esel Çekin. "Akbank: Options in Digital Banking." Harvard Business School Case 515-115, June 2015. (Revised November 2015.)
      • March 2015 (Revised December 2016)
      • Case

      American Well: The DTC Decision

      By: Elie Ofek and Natalie Kindred
      In late 2013, telehealth company American Well, which developed a digital platform that allowed patients to conduct online medical consultations with physicians, is considering pursuing a direct-to-consumer (DTC) strategy. Founded in 2006, American Well had, to date,...  View Details
      Keywords: Health Care; Telehealth; Telemedicine; American Well; Schoenberg; Boston; Israel; Technology; Online Care; Direct-to-consumer; Dtc; Health Insurance; Affordable Care Act; Health Care Reform; Accountable Care Organizations; strategy; Technology Adoption; Technology Change; Innovation & Entrepreneurship; Marketing; Digital Marketing; strategy; Competition; Technology; Marketing; Technological Innovation; Technology Adoption; Entrepreneurship; Marketing strategy; Health Industry; Technology Industry; Boston; Massachusetts; United States; Israel
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      Ofek, Elie, and Natalie Kindred. "American Well: The DTC Decision." Harvard Business School Case 515-032, March 2015. (Revised December 2016.)
      • April 2014 (Revised July 2017)
      • Case

      The Tate's Digital Transformation

      By: Jill Avery
      John Stack was the visionary Head of Digital Transformation at the Tate, a collection of four major art galleries in the UK, including Tate Modern, the most visited gallery devoted to modern and contemporary art in the world. Stack was the architect of the Tate's...  View Details
      Keywords: Marketing; digital; Social Media; Marketing Strategy; Marketing Communication; Non-profit Management; Marketing; Marketing strategy; Nonprofit Organizations; Entertainment And Recreation Industry; Tourism Industry; United Kingdom
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      Avery, Jill. "The Tate's Digital Transformation." Harvard Business School Case 314-122, April 2014. (Revised July 2017.)
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