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Stop Trying to Delight Your Customers
Customer experience Magazine ArticleTo really win their loyalty, forget the bells and whistles and just solve their problems. -
What Professional Service Firms Must Do to Thrive
Organizational Development Magazine ArticleDuring economic slowdowns, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn't, just to keep... -
High-Performance Marketing: An Interview with Nike's Phil Knight
Leadership & Managing People Magazine ArticleBehind Nike's catchy slogans and flashy TV commercials is the vision of founder, chairman, and CEO Phil Knight. Knight has taken Nike from a small-time... -
How E-Commerce Will Trump Brand Management
Marketing Magazine ArticleThe Internet promises to give marketing the same boost in productivity that new operational strategies have given to manufacturing. -
Can Nice Guys Finish First? (HBR Case Study)
Leadership & Managing People Magazine ArticleAdam Baker is a promising young COO at Straus Event Specialists and the protege of CEO Merwyn Straus, who acquired him along with his failed company,... -
Shrinking Fast and Smart in the Defense Industry
Government Magazine ArticleAuthor’s note: Alistair Hanna, Michael Reopel, and Stuart Flack, all of McKinsey & Company, contributed to this article. The U.S. defense industry is struggling to reorganize itself for growth, if not for survival. The disappearance of the communist threat and the desperate need to revive the U.S. economy have taken the defense industry for a […] -
And Now, a Word from Our Sponsor (Commentary for HBR Case Study)
Sales & Marketing Magazine ArticleBryant Pharmaceutical's flagship product, a popular arthritis medicine called Seflex, is selling well--but not well enough. With generic versions due... -
Case Study: One Employee Went Freelance. Now Everyone Wants the Same Deal
Human resource management Magazine ArticleAn advertising firm considers how to stem the tide of departures. -
A Blueprint for Financial Reconstruction
Government policy and regulation Magazine ArticleAmerica’s banking crisis presents choices both perilous and promising. Perilous, because the failure to act intelligently will lead to the most serious economic collapse since the Great Depression. As much as 25% of the U.S. banking system—representing assets of more than $750 billion—has begun to post such massive loan losses that it must focus on […] -
Don’t Assume the Shoe Fits
Corporate social responsibility Magazine ArticleMost businesspeople will serve on the board of a nonprofit organization at some point. But the governance of nonprofits can differ dramatically from the governance of businesses. Even the best intentions can prove disastrous when new board members fail to understand that their traditional business experience can carry them only so far. -
Putting Products into Services
Strategy & Execution Magazine ArticleHigh-end professional services firms, unlike product companies, traditionally experience only linear revenue growth. That's because selling more services... -
Will She Fit In? (HBR Case Study and Commentary)
Leadership & Managing People Magazine ArticleSusan Carter, a partner at a prestigious strategy consulting firm, is caught in a dilemma she never expected: her firm's most important client has made... -
Comparing the ROI of Content Marketing and Native Advertising
Brand management Digital ArticleWhich one should you invest in? -
Does Your Company Come Across as Too Male?
Global Business Digital ArticleLook at your ads to find out. -
Net Content: From Free to Fee
Strategy & Execution Magazine ArticleAlthough the two revenue models coexist on the TV screen, the pay-for-content model will triumph over the advertising model on the Internet. -
The Mismanagement of Advertising
Marketing Magazine ArticleCompanies are spending more money than ever on advertising. So why are the results so disappointing? -
The Staying Power of the Public Corporation
Finance and investing Magazine ArticleReports of the “eclipse of the public corporation” underestimate its institutional staying power and unique capacity for renewal. In his recent HBR article, Michael C. Jensen, a distinguished scholar of corporate finance and governance, argues for a revolution in the structure of ownership and control in the U.S. economy.1 I share many of his criticisms […] -
Will She Fit In? (HBR Case Study)
Leadership & Managing People Magazine ArticleSusan Carter, a partner at a prestigious strategy consulting firm, is caught in a dilemma she never expected: her firm's most important client has made... -
When People Pay Attention to Video Ads and Why
Sales & Marketing Digital ArticleContext is key. -
Who Is Them?
Global strategy Magazine Article“We” are seated at a negotiating table. “They” are seated across from us. The outcome of these talks will shape America’s future competitiveness and economic well-being. But “us” is not necessarily companies based in the United States. “Them” is not foreign nations. Rather, us is the people—most prominently, the work force—of the United States. And […]
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Gender and Free Speech at Google (C)
Global Business Case Study5.00View Details This case reveals Google's response to a list of employee demands aiming to combat sexual misconduct in the workplace. This case should accompany the... -
Ford vs. GM: The Evolution of Mass Production (A)
Technology & Operations Case Study8.95View Details This case explores the very different paths taken by the Ford Motor Company and the General Motors Corporation in the first three decades of the twentieth... -
Sizmek Chapter 11: Surviving Walled Gardens in Their Ad Tech Empire
Sales & Marketing Case Study8.95View Details This case provides a post-mortem of the advertising technology (adtech) company Sizmek. Sizmek grew via multiple acquisitions, with the vision of becoming... -
NerveWire: A Tale of Two Executives, Video
Leadership & Managing People Case Study150.00View Details A series of five segments that include NerveWire, Inc., A Day in the Life of Malcolm Frank, A Day in the Life of Kirk Arnold, Employee Observations of... -
Betting on Diversity at Advanced Symbolics, Inc.
Organizational Development Case Study8.95View Details This case showcases the deliberations of co-founder, Erin Kelly, CEO of Ottawa, Ontario based artificial intelligence (AI) driven market research start-up,... -
Delwarca Software Remote Support Unit
Technology & Operations Case Study8.95View Details Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions... -
Automation Consulting Services
Finance & Accounting Case Study8.95View Details Illustrates the management control challenges that are associated with rapid growth and geographic expansion. Situated at an offsite Executive Committee... -
Moksha Data: Delivering Insights for Public Services
Strategy & Execution Case Study8.95View Details Moksha Data, a boutique data consulting firm specializing in public sector work, started in January 2017 with a handshake between friends and a shared... -
Pay Scales
Organizational Development Case Study8.95View Details The only female senior partner at a boutique management consulting firm has found out that she is paid less than half of what male partners were making... -
C-Car
Sales & Marketing Case Study8.95View Details C-Car was the first automobile retailer in the United States to go public. Subsequently the owner, Mr. Gilliland, must decide how to invest the capital... -
Ford vs. GM: The Evolution of Mass Production (B)
Technology & Operations Case Study5.00View Details This case explores the very different paths taken by the Ford Motor Company and the General Motors Corporation in the first three decades of the twentieth... -
Destiny WebSolutions, Inc.
Technology & Operations Case Study8.95View Details Describes Destiny's use of "pattern language" concepts to structure its business activities. The innovative approach contrasts with a process approach... -
Innovation at Google Ads: The Sales Acceleration and Innovation Labs (SAIL) (A)
Management Case Study8.95View Details In 2018, Ana Owczarzak was appointed to lead Google Ads' new innovation and accelerator team - the Sales Acceleration and Innovation Labs (SAIL). The... -
Overheard at the Office
Organizational Development Case Study8.95View Details Note: This case contains language that some people may find offensive. It is left exactly as it was spoken in the real situation portrayed precisely because... -
G. Heileman Brewing Co. (B): The "Nightline" Decision
Sales & Marketing Case Study5.00View Details Supplements the (A) case. -
Eyeblaster: Enabling the Next Generation of Online Advertising
Sales & Marketing Case Study14.00View Details Eyeblaster management has to decide on the best course of action to sustain its momentum from enabling online rich media advertising. Pressure from competitors... -
OfficeTiger
Sales & Marketing Case Study6.95View Details OfficeTiger was founded in late 1999 with an innovative approach to global outsourcing. The company's employees, located primarily in India, provided... -
Driving Change at Seagate
Organizational Development Case Study8.95View Details A new CEO, Steve Luczo, together with COO Bill Watkins, have led a turnaround of Seagate, raising productivity dramatically and increasing innovation... -
Cultivating Capabilities to Innovate: Booz.Allen & Hamilton
Technology & Operations Case Study8.95View Details Describes the efforts of the president of Booz.Allen, a major consulting firm, to understand and improve the way that products, services, and processes... -
Narayana Murthy and Compassionate Capitalism
Leadership & Managing People Case Study8.95View Details Narayana Murthy's roles at Infosys Technologies--as a co-founder, longtime CEO, and nonexecutive chairman and chief mentor--has been marked by explosive...
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Stop Trying to Delight Your Customers
Customer experience Magazine ArticleTo really win their loyalty, forget the bells and whistles and just solve their problems. -
Career Crush: Is Consulting the Right Career for You?
Career planning Career CrushNo, it’s not all about PowerPoints. -
What Professional Service Firms Must Do to Thrive
Organizational Development Magazine ArticleDuring economic slowdowns, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn't, just to keep... -
High-Performance Marketing: An Interview with Nike's Phil Knight
Leadership & Managing People Magazine ArticleBehind Nike's catchy slogans and flashy TV commercials is the vision of founder, chairman, and CEO Phil Knight. Knight has taken Nike from a small-time... -
How E-Commerce Will Trump Brand Management
Marketing Magazine ArticleThe Internet promises to give marketing the same boost in productivity that new operational strategies have given to manufacturing. -
Redefining Work: Three Forces That Are Reshaping Jobs
Organizational Development Digital ArticleThe authors argue that three forces are creating a profound shift in the very nature of work: technology, demographics and the power of pull-which has... -
Gender and Free Speech at Google (C)
Global Business Case Study5.00View Details This case reveals Google's response to a list of employee demands aiming to combat sexual misconduct in the workplace. This case should accompany the... -
International Profit Associates, Teaching Note
Technology & Operations Digital ArticleTeaching Note for (9-801-397). -
Ford vs. GM: The Evolution of Mass Production (A)
Technology & Operations Case Study8.95View Details This case explores the very different paths taken by the Ford Motor Company and the General Motors Corporation in the first three decades of the twentieth... -
Sizmek Chapter 11: Surviving Walled Gardens in Their Ad Tech Empire
Sales & Marketing Case Study8.95View Details This case provides a post-mortem of the advertising technology (adtech) company Sizmek. Sizmek grew via multiple acquisitions, with the vision of becoming...