-
Know Your Customers' "Jobs to Be Done"
Sales & Marketing Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
The Ordinary Heroes of the Taj
Organizational Development Magazine ArticleWhen terrorists attacked the Indian city of Mumbai in 2008, employees of the Taj Mumbai hotel displayed uncommon valor. They placed the safety of guests... -
The Five Competitive Forces That Shape Strategy
Competitive strategy HBR BestsellerAwareness of the five forces can help a company understand the structure of its industry and stake out a position that is more profitable and less vulnerable to attack. -
The Elements of Value
Sales & Marketing Magazine ArticleWhat consumers truly value can be difficult to pin down and psychologically complicated. But universal building blocks of value do exist, creating opportunities... -
Understanding Customer Experience
Sales & Marketing Magazine ArticleAnyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent... -
How Brand Building and Performance Marketing Can Work Together
Brand management Magazine ArticleWith the right metrics, you can increase the return on both. -
Stop Trying to Delight Your Customers
Customer experience Magazine ArticleTo really win their loyalty, forget the bells and whistles and just solve their problems. -
Negotiating with a Customer You Can’t Afford to Lose
Negotiation strategies Magazine ArticleEight ways to save a disintegrating sale -
Business Marketing: Understand What Customers Value
Marketing Magazine ArticleGauging—and communicating—what your products and services are worth to customers has never been more important. -
The B2B Elements of Value
Technology & Operations Magazine ArticleAs B2B offerings become more commoditized, the subjective, sometimes quite personal considerations of business customers are increasingly important in... -
The Value of Keeping the Right Customers
Sales & Marketing Digital ArticleA refresher on customer churn rate. -
The Big Lie of Strategic Planning
Strategy & Execution Magazine ArticleStrategy making forces executives to confront a future they can only guess at. It's not surprising, then, that they try to make the task less daunting... -
5 Critical Priorities for the U.S. Health Care System
Business models Digital ArticleA guide to making health care more accessible, affordable, and effective. -
The One Number You Need to Grow
Growth strategy Magazine ArticleIf growth is what you’re after, you won’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you. -
Putting the Service-Profit Chain to Work
Supply chain management Magazine ArticleEditor’s Note: This article sets out a simple, elegant, and ultimately tough-minded way to build profitability in a service business. Originally published in 1994, it offers as much today as it did then and is a perennial best seller. ♦ UPDATE: Learn about companies that are applying this timeless advice today. Top-level executives of outstanding […] -
Mapping Your Competitive Position
Product management Magazine ArticleA simple chart shows how much a customer will pay for a perceived benefit. This is more than a marketing aid, it’s a powerful tool for competitive strategy. -
Design Thinking
Strategy & Execution HBR BestsellerIn the past, design has most often occurred fairly far downstream in the development process and has focused on making new products aesthetically attractive... -
10 Ways to Boost Customer Satisfaction
Customer experience Digital ArticleTakeaways from an analysis of millions of consumer data points. -
Net Promoter 3.0
Marketing Magazine ArticleA better system for understanding the real value of happy customers -
When Data Creates Competitive Advantage
Competitive strategy Magazine ArticleAnd when it doesn’t
-
The Louvre
Sales & Marketing Case Study8.95View Details Once a royal residence and today one of the most photographed Parisian landmarks, the Louvre, home of iconic masterpieces, was the world's largest and... -
Chemical Bank: Implementing the Balanced Scorecard, Chinese Version
Finance & Accounting Case Study8.95View Details The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business.... -
Iz-Lynn Chan at Far East Organization (Abridged)
Organizational Development Case Study8.95View Details ... -
Sustaining Customer Centricity at Chateauform'
Strategy & Execution Case Study8.95View Details The Châteauform' case describes how Jacques Horovitz founded a unique concept in the saturated hotel and seminar market that existing hotel chains find... -
Citibank: Launching the Credit Card in Asia Pacific (A), Spanish Version
Sales & Marketing Case Study8.95View Details Consumer Bank pondered the possibilities of launching a credit card in the Asia Pacific region. The bank's New York headquarters, and several of its country... -
Porcini's Pronto: "Great Italian cuisine without the wait!", Spanish Version
Technology & Operations Case Study8.95View Details Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known... -
Aman Resorts (Abridged)
Finance & Accounting Case Study8.95View Details Aman Resorts (Abridged) describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable... -
Amazon: Balancing Customer Centricity with Employee Engagement
Technology & Operations Case Study8.95View Details Amazon defines itself as the most customer-centered company in the world and explains its growth in various sectors as a way to offer more value to its... -
DigitalThink: Building a Sales Force
Innovation & Entrepreneurship Case Study8.95View Details A broad set of issues faces a young company in the Internet-based training business as it begins to sell its product to corporate customers. Issues include:... -
Innovation at the Boston Consulting Group
Strategy & Execution Case Study8.95View Details This case is about how the Boston Consulting Group has approached innovation from its founding to the present day. It discusses the role of the firm's... -
Aman Resorts, Portuguese Version
Finance & Accounting Case Study8.95View Details Aman Resorts describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative... -
Keroche (E): Considering Additional Capacity
Strategy & Execution Case Study5.00View Details This case describes Keroche's growth after entering the beer business in 2008. Although the company was operating at full capacity and not able to fulfill... -
H-E-B: Creating a Movement to Reduce Obesity in Texas
Sales & Marketing Case Study8.95View Details In January 2012, H-E-B Grocery Co., a private retail chain with stores located in Texas and Mexico, was introducing its Healthy at H-E-B program to its... -
Winning on Purpose: The Unbeatable Strategy of Loving Customers
30.00View Details Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide... -
Airbnb, Etsy, Uber: Acquiring the First Thousand Customers
Sales & Marketing Case Study8.95View Details By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to... -
The Container Store
Leadership & Managing People Case Study8.95View Details The Container Store (TCS) is a Texas-based retailer of organization and storage solutions. The company prides itself in taking care of its employees first... -
Bombardier and Alstom: The Acela Express
Sales & Marketing Case Study8.95View Details This case charts the process of the souring of the Acela Express, a joint venture of Alstom and Bombardier with Amtrak, the US rail passenger service.... -
Yemeksepeti: Growing and Expanding the Business Model through Data
Innovation & Entrepreneurship Case Study8.95View Details In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results... -
Rapid Rewards at Southwest Airlines, Chinese Version
Technology & Operations Case Study8.95View Details Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries...
-
Know Your Customers' "Jobs to Be Done"
Sales & Marketing Magazine ArticleFirms have never known more about their customers, but their innovation processes remain hit-or-miss. Why? According to Christensen and his coauthors,... -
The Ordinary Heroes of the Taj
Organizational Development Magazine ArticleWhen terrorists attacked the Indian city of Mumbai in 2008, employees of the Taj Mumbai hotel displayed uncommon valor. They placed the safety of guests... -
The Five Competitive Forces That Shape Strategy
Competitive strategy HBR BestsellerAwareness of the five forces can help a company understand the structure of its industry and stake out a position that is more profitable and less vulnerable to attack. -
The Elements of Value
Sales & Marketing Magazine ArticleWhat consumers truly value can be difficult to pin down and psychologically complicated. But universal building blocks of value do exist, creating opportunities... -
Understanding Customer Experience
Sales & Marketing Magazine ArticleAnyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent... -
How Brand Building and Performance Marketing Can Work Together
Brand management Magazine ArticleWith the right metrics, you can increase the return on both. -
Stop Trying to Delight Your Customers
Customer experience Magazine ArticleTo really win their loyalty, forget the bells and whistles and just solve their problems. -
Negotiating with a Customer You Can’t Afford to Lose
Negotiation strategies Magazine ArticleEight ways to save a disintegrating sale -
Business Marketing: Understand What Customers Value
Marketing Magazine ArticleGauging—and communicating—what your products and services are worth to customers has never been more important. -
The B2B Elements of Value
Technology & Operations Magazine ArticleAs B2B offerings become more commoditized, the subjective, sometimes quite personal considerations of business customers are increasingly important in...