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All HBS Web
(2,086)
- Faculty Publications (193)
- February 2005 (Revised March 2013)
- Case
Phase Zero: Introducing New Services at IDEO (A)
By: Amy C. Edmondson and Laura Feldman
Focuses on whether world-renowned product design firm IDEO's new customer service fits with the firm's strategic position and organization capabilities. Over the course of IDEO's 13-year history, an increasing share of revenues are a result of "Phase 0"...
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Keywords:
Strategy;
Service Operations;
Product Design;
Infrastructure;
Customer Focus and Relationships;
Innovation and Invention;
Service Industry;
Boston;
United States
Edmondson, Amy C., and Laura Feldman. "Phase Zero: Introducing New Services at IDEO (A)." Harvard Business School Case 605-069, February 2005. (Revised March 2013.)
- October 2004 (Revised July 2010)
- Case
Product Team Cialis: Getting Ready to Market
By: Elie Ofek
Lilly and ICOS are preparing for the launch of a new drug, Cialis, to compete against Viagra. To position against the incumbent firm Pfizer, which developed and markets Viagra, and other newcomers into the erectile dysfunction market, they must determine how best to...
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Keywords:
Communication Strategy;
Marketing Strategy;
Product Launch;
Product Positioning;
Competition;
Competitive Advantage;
Segmentation;
Pharmaceutical Industry
Ofek, Elie. "Product Team Cialis: Getting Ready to Market." Harvard Business School Case 505-038, October 2004. (Revised July 2010.)
- July 2003 (Revised April 2011)
- Case
Singapore Airlines: Customer Service Innovation
By: Rohit Deshpande and Hal Hogan
The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the...
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Keywords:
Customer Focus and Relationships;
Economic Slowdown and Stagnation;
Management Teams;
Brands and Branding;
Air Transportation Industry;
Travel Industry;
Singapore
Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
- July 2003 (Revised April 2005)
- Case
Branding Citigroup's Consumer Business
By: Rohit Deshpande and Carin-Isabel Knoop
In Spring 1998, Citicorp and Travelers merged to create a financial powerhouse that united the bank with Travelers' consumer finance and brokerage businesses, including Salomon Smith Barney and Primerica. It was the first U.S. financial services company to combine...
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Keywords:
Mergers and Acquisitions;
Customer Focus and Relationships;
Customer Relationship Management;
Decisions;
Asset Management;
Investment Banking;
Management Teams;
Brands and Branding;
Relationships;
Business and Shareholder Relations;
Banking Industry;
United States
Deshpande, Rohit, and Carin-Isabel Knoop. "Branding Citigroup's Consumer Business." Harvard Business School Case 504-023, July 2003. (Revised April 2005.)
- July 2003 (Revised October 2013)
- Case
Model N Inc.
By: Marco Iansiti and Alison Berkley Wagonfeld
The CEO of a Silicon Valley start-up needed to make organizational and product changes to deliver a new software solution to a Fortune 500 customer. He was wondering how he should structure the company to best meet the requirements for this particular customer, while...
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Keywords:
Business Model;
Business Startups;
Trends;
Communication;
Customer Focus and Relationships;
Selection and Staffing;
Time Management;
Organizational Change and Adaptation;
Business Strategy;
Software;
Computer Industry
Iansiti, Marco, and Alison Berkley Wagonfeld. "Model N Inc." Harvard Business School Case 604-015, July 2003. (Revised October 2013.)
- February 2003
- Teaching Note
Bush Boake Allen (TN)
By: Stefan H. Thomke
Teaching Note for (9-601-061).
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- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry...
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Keywords:
Information Infrastructure;
Customer Relationship Management;
Job Cuts and Outsourcing;
Service Operations;
Business or Company Management;
Emerging Markets;
Problems and Challenges;
Service Delivery;
Computer Industry;
United States
Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.)
- September 2002 (Revised January 2013)
- Case
Siebel Systems: Organizing for the Customer
By: Robert Simons and Antonio Davila
Siebel Systems is one of the fastest growing companies in America. Tom Siebel, the company's founder, has organized the business to accommodate growth and focus on the customer. Innovative information technology systems and clear accountability prove to be essential to...
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Keywords:
Organizational Structure;
Applications and Software;
Business Growth and Maturation;
Information Technology;
Performance Evaluation;
Performance Expectations;
Innovation and Management;
Technological Innovation;
Customer Focus and Relationships;
Management Teams;
Information Technology Industry;
North and Central America
Simons, Robert, and Antonio Davila. "Siebel Systems: Organizing for the Customer." Harvard Business School Case 103-014, September 2002. (Revised January 2013.)
- August 2002
- Article
Creativity Under the Gun
By: Teresa Amabile, Constance N. Hadley and Steven J. Kramer
If you're like most managers, you've worked with people who swear they do their most creative work under tight deadlines. You may use pressure as a management technique, believing it will spur people on to great leaps of insight. You may even manage yourself this way....
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Keywords:
Creativity;
Innovation and Invention;
Time Management;
Working Conditions;
Performance Evaluation
Amabile, Teresa, Constance N. Hadley, and Steven J. Kramer. "Creativity Under the Gun." Special Issue on The Innovative Enterprise: Turning Ideas into Profits. Harvard Business Review 80, no. 8 (August 2002): 52–61.
- summer 2002
- Article
Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
Narayanan, V.G., and Lisa Brem. "Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group." Journal of Interactive Marketing 16, no. 3 (summer 2002): 76–98.
- May 2002
- Case
Mellon Investor Services
By: Thomas J. DeLong
James Aramanda, head of Mellon Investor Services, must decide how to change the focus of his business. He works with consultants to create a change strategy to enhance a business that is already doing well. Will he be able to interest his professionals in changing the...
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Keywords:
Organizational Change and Adaptation;
Change Management;
Innovation Leadership;
Growth and Development Strategy;
Business Strategy;
Management Teams;
Financial Services Industry;
Insurance Industry;
United States
DeLong, Thomas J. "Mellon Investor Services." Harvard Business School Case 402-036, May 2002.
- February 2001 (Revised June 2002)
- Case
Customer Value Measurement at Nortel Networks--Optical Networks Division
By: Das Narayandas
Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices to increase customer value. Over the years, key process owners in various parts of the organization have become...
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Keywords:
Business Divisions;
Customer Focus and Relationships;
Customer Satisfaction;
Management Teams;
Marketing Strategy;
Value Creation;
Telecommunications Industry
Narayandas, Das. "Customer Value Measurement at Nortel Networks--Optical Networks Division." Harvard Business School Case 501-050, February 2001. (Revised June 2002.)
- February 2001 (Revised September 2005)
- Case
Howard Schultz and Starbucks Coffee Company
By: Nancy F. Koehn
Investigates the entrepreneur's strategic initiatives to develop a mass market for specialty coffee in the 1980s and 1990s. These initiatives included the development of premium products, rapid expansion of company-owned stores--each with attractive retail environments...
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Keywords:
Entrepreneurship;
Groups and Teams;
Brands and Branding;
Growth Management;
Employee Relationship Management;
Consumer Behavior;
Organizational Design;
Leadership Style;
Customer Relationship Management;
Competitive Advantage;
Vertical Integration;
Food and Beverage Industry
Koehn, Nancy F. "Howard Schultz and Starbucks Coffee Company." Harvard Business School Case 801-361, February 2001. (Revised September 2005.)
- January 2001 (Revised January 2004)
- Case
Ninth House: e-Learning Software
By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
Jeff Snipes, CEO of the Ninth House Network, a San Francisco-based E-Learning company, considers a strategy shift to address a recent slump in sales and to attract more customers. The revised strategy would require creating shorter, more directed content that could be...
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Keywords:
Internet and the Web;
Service Operations;
Organizational Structure;
Groups and Teams;
Corporate Strategy;
Organizational Culture;
Learning;
Sales;
Service Delivery;
Entrepreneurship;
Information Technology Industry;
Service Industry;
Education Industry;
San Francisco
Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Ninth House: e-Learning Software." Harvard Business School Case 601-047, January 2001. (Revised January 2004.)
- November 2000 (Revised June 2010)
- Case
Bush Boake Allen
By: Stefan H. Thomke and Ashok Nimgade
Bush Boake Allen, a flavor and fragrance firm, is considering strategic options that would integrate customers into its innovation process via a potentially disruptive Internet-based technology. As this approach could result in dramatic changes to the firm's business...
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Keywords:
Customer Focus and Relationships;
Disruptive Innovation;
Technological Innovation;
Management Teams;
Product Design;
Organizational Change and Adaptation;
Conflict Management;
Internet;
Chemical Industry
Thomke, Stefan H., and Ashok Nimgade. "Bush Boake Allen." Harvard Business School Case 601-061, November 2000. (Revised June 2010.)
- February 2000 (Revised October 2000)
- Case
Open Market, Inc.: The E-Commerce Wars
By: James I. Cash Jr., Janis Lee Gogan, Michael Haselkorn and Mani Subramani
Continues the story of Open Market, Inc., a company founded in 1994 to support electronic commerce on the Internet. Despite a very successful initial public offering, the firm had reached a growth plateau, and the management team was considering several strategic...
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Keywords:
Entrepreneurship;
Technological Innovation;
Management;
Growth and Development Strategy;
Marketing Channels;
Product Marketing;
Product Development;
Competitive Strategy;
Corporate Strategy;
Information Technology Industry;
Web Services Industry
Cash, James I., Jr., Janis Lee Gogan, Michael Haselkorn, and Mani Subramani. "Open Market, Inc.: The E-Commerce Wars." Harvard Business School Case 800-255, February 2000. (Revised October 2000.)
- May 1999 (Revised November 2000)
- Case
AES Global Values
By: Lynn S. Paine
Members of the development team for the AES Corp.'s power plant project in India must decide what plant technology to specify in their application for techno-economic clearance from the government of India's Central Electric Authority. Their choice is between more...
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Keywords:
Business Ventures;
Corporate Social Responsibility and Impact;
Environmental Sustainability;
Energy Generation;
Technology Adoption;
Energy Industry;
India;
United States
Paine, Lynn S. "AES Global Values." Harvard Business School Case 399-136, May 1999. (Revised November 2000.)
- March 1999 (Revised June 2000)
- Case
Eli Lilly: The Evista Project
By: Steven C. Wheelwright and Matt Verlinden
Describes the creation and operation of the initial two heavyweight teams for new drug development and launch. The primary focus is on one of the teams, Evista, although comparisons to the other team, Zyprexa, are included. Lilly must decide the next phase (postlaunch)...
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Keywords:
Projects;
Groups and Teams;
Operations;
Management Teams;
Product Development;
Transition;
Product Design;
Business Startups;
Business Plan;
Product Launch;
Competition;
Service Operations;
Pharmaceutical Industry
Wheelwright, Steven C., and Matt Verlinden. "Eli Lilly: The Evista Project." Harvard Business School Case 699-016, March 1999. (Revised June 2000.)
- February 1999 (Revised June 2000)
- Case
Alexander Bandelli (A)
By: Thomas J. DeLong and Catherine M. Conneely
Alexander Bandelli has the opportunity to redefine the way real estate business is done in the Northeast region. He has just joined Ronsini and Fitch and has been asked by senior management to move to a client focus rather than the older, traditional transaction focus....
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Keywords:
Change Management;
Customer Focus and Relationships;
Management Teams;
Real Estate Industry;
Northeastern United States
DeLong, Thomas J., and Catherine M. Conneely. "Alexander Bandelli (A)." Harvard Business School Case 899-146, February 1999. (Revised June 2000.)