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    • All HBS Web  (1,043)
      • Faculty Publications  (120)

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      • December 2022
      • Article

      Conflicting Interests and the Effect of Fiduciary Duty: Evidence from Variable Annuities

      By: Mark Egan, Shan Ge and Johnny Tang
      We examine the variable annuity market to study conflicts of interest and the effect of fiduciary duty in brokerage markets. Insurers typically pay brokers higher commissions for selling more expensive annuities. Our results indicate that sales are four times as...  View Details
      Keywords: Variable Annuity; Brokers; Fiduciary Duty; Finance; Investment; Insurance; Conflict of Interests; Financial Services Industry; Insurance Industry; United States
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      Egan, Mark, Shan Ge, and Johnny Tang. "Conflicting Interests and the Effect of Fiduciary Duty: Evidence from Variable Annuities." Review of Financial Studies 35, no. 12 (December 2022): 5334–5386.
      • November–December 2022
      • Article

      Can AI Really Help You Sell?

      By: Jim Dickie, Boris Groysberg, Benson P. Shapiro and Barry Trailer
      Many salespeople today are struggling; only 57% of them make their annual quotas, surveys show. One problem is that buying processes have evolved faster than selling processes, and buyers today can access a wide range of online resources that let them evaluate products...  View Details
      Keywords: Sales; AI and Machine Learning; Customers
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      Dickie, Jim, Boris Groysberg, Benson P. Shapiro, and Barry Trailer. "Can AI Really Help You Sell?" Harvard Business Review (November–December 2022): 120–129.
      • September 2022
      • Article

      Giving a Buck or Making a Buck? Donations by Pharmaceutical Manufacturers to Independent Patient Assistance Charities

      By: Leemore Dafny, Christopher Ody and Teresa Rokos
      The federal Anti-Kickback Statute prohibits biopharmaceutical manufacturers from directly covering Medicare enrollees’ out-of-pocket spending for the drugs they manufacture, but manufacturers may donate to independent patient assistance charities and earmark donations...  View Details
      Keywords: Cost Sharing; Prescription Drugs; Drug Spending; Medicare; Dual Eligibility; Cost; Health Care and Treatment; Philanthropy and Charitable Giving; Pharmaceutical Industry
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      Dafny, Leemore, Christopher Ody, and Teresa Rokos. "Giving a Buck or Making a Buck? Donations by Pharmaceutical Manufacturers to Independent Patient Assistance Charities." Health Affairs 41, no. 9 (September 2022).
      • May 2022
      • Supplement

      Borusan CAT: Monetizing Prediction in the Age of AI (B)

      By: Navid Mojir and Gamze Yucaoglu
      Borusan Cat is an international distributor of Caterpillar heavy machines. In 2021, it had been three years since Ozgur Gunaydin (CEO) and Esra Durgun (Director of Strategy, Digitization, and Innovation) started working on Muneccim, the company’s predictive AI tool....  View Details
      Keywords: AI and Machine Learning; Commercialization; Technology Adoption; Industrial Products Industry; Turkey; Middle East
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      Mojir, Navid, and Gamze Yucaoglu. "Borusan CAT: Monetizing Prediction in the Age of AI (B)." Harvard Business School Supplement 522-045, May 2022.
      • 2022
      • Working Paper

      An Anatomy of Performance Monitoring

      By: Achyuta Adhvaryu, Anant Nyshadham and Jorge Tamayo
      Performance monitoring is a mainstay management tool in most organizations. Yet we still know little about whether—and why—better monitoring yields better performance in practice. To shed light on these questions, we study the introduction of a performance monitoring...  View Details
      Keywords: Performance Monitoring; Worker Skills; Skill Depreciation; Managerial Inattention; On-the-job Training; Productivity; Multitasking; Quick Serve Restaurants; Performance Evaluation; Employees; Competency and Skills; Training; Performance Productivity; Management; Information Technology; Food and Beverage Industry; Puerto Rico
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      Adhvaryu, Achyuta, Anant Nyshadham, and Jorge Tamayo. "An Anatomy of Performance Monitoring." Harvard Business School Working Paper, No. 22-066, March 2022. (R&R Journal of Political Economy.)
      • March 2022
      • Article

      Estimating the Effectiveness of Permanent Price Reductions for Competing Products Using Multivariate Bayesian Structural Time Series Models

      By: Fiammetta Menchetti and Iavor Bojinov
      Researchers regularly use synthetic control methods for estimating causal effects when a sub-set of units receive a single persistent treatment, and the rest are unaffected by the change. In many applications, however, units not assigned to treatment are nevertheless...  View Details
      Keywords: Causal Inference; Partial Interference; Synthetic Controls; Bayesian Structural Time Series; Mathematical Methods
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      Menchetti, Fiammetta, and Iavor Bojinov. "Estimating the Effectiveness of Permanent Price Reductions for Competing Products Using Multivariate Bayesian Structural Time Series Models." Annals of Applied Statistics 16, no. 1 (March 2022): 414–435.
      • February 2022
      • Teaching Note

      Magrabi: Fulfilling the Vision for the Future

      By: John Beshears
      Teaching Note for “Magrabi: Fulfilling the Vision for the Future” (Harvard Business School Case No. 920-009).  View Details
      Keywords: Habit; Retail; Sales Effectiveness
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      Beshears, John. "Magrabi: Fulfilling the Vision for the Future." Harvard Business School Teaching Note 922-034, February 2022.
      • 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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      Lu, Michelle Y., and Navid Mojir. "CRM and AI in Time of Crisis." Harvard Business School Working Paper, No. 22-035, November 2021.
      • 2021
      • Working Paper

      Treatment and Selection Effects of Formal Workplace Mentorship Programs

      By: Jason Sandvik, Richard Saouma, Nathan Seegert and Christopher Stanton
      While formal mentorship programs are ubiquitous, less is known about who gains from receiving mentorship. In this paper, we report the outcome of a Randomized Controlled Trial (RCT) carried out in a US-based inbound sales call center where one branch of the experiment...  View Details
      Keywords: Mentoring; Mentorship Programs; Randomized Controlled Trial; Employees; Relationships; Programs; Performance
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      Sandvik, Jason, Richard Saouma, Nathan Seegert, and Christopher Stanton. "Treatment and Selection Effects of Formal Workplace Mentorship Programs." NBER Working Paper Series, No. 29148, August 2021.
      • April 2021
      • Article

      The Effects of Quota Frequency: Sales Performance and Product Focus

      By: Doug J. Chung, Das Narayandas and Dongkyu Chang
      This study investigates the comprehensive and multidimensional effects of quota (goal) frequency on sales force performance. We develop a theory of salespeople’s behavior—aggregate effort and the product type focus—in response to the temporal length of a sales-quota...  View Details
      Keywords: Sales Force Compensation; Field Experiment; Quotas; Quota Frequency; Commissions; Bonuses; Goals; Salesforce Management; Compensation and Benefits; Goals and Objectives; Behavior; Performance
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      Chung, Doug J., Das Narayandas, and Dongkyu Chang. "The Effects of Quota Frequency: Sales Performance and Product Focus." Management Science 67, no. 4 (April 2021): 2151–2170.
      • March 2021
      • Article

      Assortment Rotation and the Value of Concealment

      By: Kris J. Ferreira and Joel Goh
      Assortment rotation—the retailing practice of changing the assortment of products offered to customers—has recently been used as a competitive advantage for both brick-and-mortar and online retailers. We focus on product categories where consumers may purchase multiple...  View Details
      Keywords: Assortment Optimization; Retailing; Imperfect Information; Sales; Strategy; Consumer Behavior
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      Ferreira, Kris J., and Joel Goh. "Assortment Rotation and the Value of Concealment." Management Science 67, no. 3 (March 2021): 1489–1507.
      • Article

      Selling After the Crisis

      By: Frank V. Cespedes
      Like perishable goods in grocery stores, sales models have a sell-by date. As product standards evolve and new entrants emerge, buyers have more choices and demand more in terms of quality and performance across vendors. Firms that fail to adjust to changing customer...  View Details
      Keywords: Sales Model; Sales; Management; Customer Relationship Management; Health Pandemics
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      Cespedes, Frank V. "Selling After the Crisis." Harvard Business Review 99, no. 2 (March–April 2021): 52–57.
      • Article

      New Sales Realities

      By: Frank V. Cespedes
      Business leaders need to understand that it’s the fit of People, Process, Pricing, and Partners that drives sales effectiveness. As firms confront new buying processes, required sales competencies affect hiring, training, and development (People). Without a coherent...  View Details
      Keywords: Sales; Performance Effectiveness
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      Cespedes, Frank V. "New Sales Realities." International Journal of Sales Transformation 7.1 (April 2021): 26–27.
      • Article

      How Real Sales Learning Happens: In the Flow of Work

      By: Yuchun Lee, Mark Magnacca and Frank V. Cespedes
      Most learning in sales is through peer learning in task-specific contexts, and the effects are cumulative because modeling behavior is a big driver of how salespeople develop. This is very different from the experience in most training seminars, especially if the...  View Details
      Keywords: Sales; Learning; Training; Performance
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      Lee, Yuchun, Mark Magnacca, and Frank V. Cespedes. "How Real Sales Learning Happens: In the Flow of Work." Learning Solutions (February 15, 2021).
      • 2020
      • Working Paper

      From Online Content to Offline Results: Effects of a Best Practices Initiative on an Enterprise Social Network

      By: Shelley Xin Li and Tatiana Sandino
      We examine the effects of a best practices initiative on an enterprise social network (ESN) with a natural field experiment in a large grocery store chain. Our results do not show an immediate improvement in sales, but do show 3.67-percent higher sales for the...  View Details
      Keywords: Retail; Best Practices; Enterprise Social Media; Management Accounting And Control Systems; Knowledge Sharing; Networks; Management Systems; Management Practices and Processes; Social Media; Europe
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      Li, Shelley Xin, and Tatiana Sandino. "From Online Content to Offline Results: Effects of a Best Practices Initiative on an Enterprise Social Network." Harvard Business School Working Paper, No. 21-085, February 2021.
      • January 2021 (Revised December 2022)
      • Teaching Note

      Clear Link Technologies, LLC: Driving Sales with Peer Effects

      By: Christopher Stanton, Richard Saouma and Olivia Hull
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      Stanton, Christopher, Richard Saouma, and Olivia Hull. "Clear Link Technologies, LLC: Driving Sales with Peer Effects." Harvard Business School Teaching Note 821-013, January 2021. (Revised December 2022.)
      • September 2020 (Revised June 2021)
      • Case

      Gong: Resonating Conversational Insights

      By: Alison Wood Brooks and Trevor Spelman
      In 2015, Amit Bendov was struck by a realization about a new technology that might be able to transcribe musical notation in real-time, which eventually became known as Gong. Gong’s business proposition was simple: provide software that automatically captures,...  View Details
      Keywords: Applications and Software; Technological Innovation; Communication; Performance Effectiveness; Sales; Customer Satisfaction; Competitive Strategy
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      Brooks, Alison Wood, and Trevor Spelman. "Gong: Resonating Conversational Insights." Harvard Business School Case 921-015, September 2020. (Revised June 2021.)
      • September 2020
      • Article

      Customer Supercharging in Experience-Centric Channels

      By: David R. Bell, Santiago Gallino and Antonio Moreno
      We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging” and...  View Details
      Keywords: Retail Operations; Marketing-operations Interface; Omnichannel Retailing; Experience Attributes; Quasi-experimental Methods; Operations; Internet and the Web; Marketing Channels; Consumer Behavior; Retail Industry
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      Bell, David R., Santiago Gallino, and Antonio Moreno. "Customer Supercharging in Experience-Centric Channels." Management Science 66, no. 9 (September 2020).
      • Article

      Get Ready to Sell

      By: Frank V. Cespedes and Bud Hyler
      Time-to-market measures the time to have a product ready to ship. But that’s not revenue and cash. Many firms with superb R&D functions lack an understanding of what’s needed to be ready-to-sell. Meanwhile, relevant tools are increasing in scope and decreasing in cost....  View Details
      Keywords: Ready-to-sell; Sales; Health Pandemics; Performance Effectiveness
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      Cespedes, Frank V., and Bud Hyler. "Get Ready to Sell." Top Sales Magazine (September 2020), 32–33.
      • August 2020
      • Article

      Workplace Knowledge Flows

      By: Jason Sandvik, Richard Saouma, Nathan Seegert and Christopher Stanton
      We conducted a field experiment in a sales firm to test whether improving knowledge flows between coworkers affects productivity. Our design allows us to compare different management practices and to isolate whether frictions to knowledge transmission primarily reside...  View Details
      Keywords: Knowledge Sharing; Interpersonal Communication; Employees; Performance Productivity; Sales; Motivation and Incentives
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      Sandvik, Jason, Richard Saouma, Nathan Seegert, and Christopher Stanton. "Workplace Knowledge Flows." Quarterly Journal of Economics 135, no. 3 (August 2020): 1635–1680.
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