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The Age of Customer Capitalism
Leadership & Managing People Magazine ArticleModern capitalism can be broken down into two major eras. The first, managerial capitalism, began in 1932 and was defined by the then radical notion that... -
Customer Service in a Crisis
Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11. -
Rethinking Marketing
Sales & Marketing Magazine ArticleCompanies have never before had such powerful technologies for understanding and interacting with customers. Yet too many firms operate as if they're... -
Have Remote Employees Lost Touch with Customers' Needs?
Leadership & Managing People Digital ArticleThree ways leaders can bring customers to life for teams who don't regularly interact with them. -
What Is a Customer Success Manager?
Sales & Marketing Digital ArticleIt's the second-most promising sales job for 2019, according to a LinkedIn survey. -
The New Science of Customer Emotions
Strategy & Execution VideoThey can be a source of competitive advantage and growth. -
How Brand Building and Performance Marketing Can Work Together
Brand management Magazine ArticleWith the right metrics, you can increase the return on both. -
Competing on Customer Journeys
Sales & Marketing Magazine ArticleAs digital technology has enabled shoppers to easily research and buy products online, sellers have been scrambling after them, trying to understand and... -
How Midsize Companies Can Repair Damaged Customer Relationships
Leadership & Managing People Digital ArticleToo often, scaling up comes at the cost of customer satisfaction - but it doesn't have to. -
"Over Time, the Market Will Demand this Information"
Strategy & Execution SpotlightVanguard, the mutual fund company known for its low-cost index funds, frequently shows up on lists of organizations with the most-loyal customers--and... -
Making Your Products Accessible to Underserved Markets
Strategy Digital ArticleWhy your company needs a “side of the pyramid” strategy. -
Genpact CEO Tiger Tyagarajan: AI Is Getting Good, But Still Can't Replace Human Curiosity
Global Business Digital ArticleIf developed the right way, technology will augment-not replace-human labor. -
Marketing Myopia
Strategy & Execution Magazine ArticleAt some point in its development, every industry can be considered a growth industry, based on the apparent superiority of its product. But in case after... -
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... -
Why Consistent Growth Is So Challenging
Management Digital ArticleThis issue's Spotlight features three articles examining the crucial question of how to achieve and maintain growth. The first article, "How Fast Should... -
Lessons on Customer Engagement from Fan Controlled Football
Innovation Digital ArticleThe esports venture uses blockchain to let fans call the shots in real time. -
Why You Should Warn Customers When You're Running Low on Stock
Sales & Marketing ResearchResearch suggests that transparency up front will improve customer satisfaction in the long run. -
Rediscover Your Company's Humanity
Sales & Marketing Digital ArticleEmpathy can help businesses become truly customer-centric. -
One Number You Need to Grow
Sales & Marketing Magazine ArticleCompanies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of... -
The Business Case for Love
Organizational culture Digital ArticleIt’s the most powerful driver of consumer and employee behavior — and yet, businesses don’t study it or have a strategy to harness it.
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Chemical Bank: Implementing the Balanced Scorecard
Finance & Accounting Case Study11.95View Details The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business.... -
AccorHotels and the Digital Transformation: Enriching Experiences through Content Strategies along the Customer Journey
Sales & Marketing Case Study11.95View Details The case focuses on AccorHotels' ambitious digital transformation, aiming to put the customer back at the center of its strategy and operations. Responding... -
Reorganize for Resilience: Putting Customers at the Center of Your Business
38.00View Details In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies... -
Hyper Island: A Creative Business School's Disruptive Maneuvers to Hold its Ground in the Education Landscape (A)
Management Case Study11.95View Details Set in two parts the case documents the manoeuvres of a creative digital business school, Hyper Island (HI). Part A is set in December 2019 and narrates... -
Allianz Turkey: Focus on the Customer (A)
Strategy & Execution Case Study11.95View Details At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated... -
Design Thinking and Innovation at Apple
Innovation & Entrepreneurship Case Study11.95View Details Describes Apple's approach to innovation, management, and design thinking. For several years, Apple has been ranked as the most innovative company in... -
Polaroid-Kodak (B1)
Strategy & Execution Case Study11.95View Details Describes additional events in battle between Polaroid and Kodak outlined in Polaroid-Kodak. Includes the competitive actions taken by the companies such... -
Porcini's Pronto: "Great Italian cuisine without the wait!"
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... -
British Airways: Using Information Systems to Better Serve the Customer
Technology & Operations Case Study11.95View Details Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer... -
Designing Transformational Customer Experiences
Leadership & Managing People Case Study11.95View Details Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are... -
JUMBO Group: Transformation Recipe for Building and Scaling a Smart F&B Business
Management Case Study11.95View Details It has been a bumpy few years since 2020 for JUMBO Group CEO and Executive Director Ang Kiam Meng. JUMBO Group, like many other firms in the food and... -
Chilli Beans: Peace, Love, and Sunglasses
Sales & Marketing Case Study11.95View Details This case illustrates how Chilli Beans became the most popular sunglasses retailer in Brazil and the issues it faced when expanding into the U.S. -
Curled Metal Inc.--Engineered Products Division
Strategy & Execution Case Study11.95View Details Curled Metal Incorporated has declining sales, but has developed a new product (curled metal pile driver pads) that, in field tests, deliver customer... -
FanGo
Technology & Operations Case Study11.95View Details This case details the challenges Collin Wallace faced at FanGo, a mobile ordering technology company that he founded based on technology that he developed... -
The Louvre
Sales & Marketing Case Study11.95View 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... -
The Maggi Noodle Safety Crisis in India (B)
Finance & Accounting Case Study5.00View Details The local government in Delhi has ordered a ban on Nestlé's flagship product in India - Maggi Noodles, citing excessive lead content per government lab... -
General Electric vs. Westinghouse in Large Turbine Generators (A)
Strategy & Execution Case Study11.95View Details Describes the U.S. large turbine generator industry in early 1963, a period of severe price cutting and depressed industry conditions. Presents data to... -
Delivering the Goods at Shippo
Innovation & Entrepreneurship Case Study11.95View Details Laura Behrens Wu, CEO of software start-up Shippo, prepares her pitch for a Series A funding round following a successful seed round. Customer adoption... -
Singapore Airlines: Premium Goes Multi-Brand
Sales & Marketing Case Study11.95View Details Singapore Airlines had long been considered the gold standard for its innovative customer service. However, the company was faced with new sources of... -
Fantuan
Management Case Study11.95View Details In 2023, CEO Randy Wu was considering the optimal growth strategy for Fantuan, a restaurant food delivery platform that had expanded from its 2014 founding...
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The Age of Customer Capitalism
Leadership & Managing People Magazine ArticleModern capitalism can be broken down into two major eras. The first, managerial capitalism, began in 1932 and was defined by the then radical notion that... -
Customer Service in a Crisis
Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11. -
Rethinking Marketing
Sales & Marketing Magazine ArticleCompanies have never before had such powerful technologies for understanding and interacting with customers. Yet too many firms operate as if they're... -
Chemical Bank: Implementing the Balanced Scorecard
Finance & Accounting Case Study11.95View Details The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business.... -
Have Remote Employees Lost Touch with Customers' Needs?
Leadership & Managing People Digital ArticleThree ways leaders can bring customers to life for teams who don't regularly interact with them. - SPONSORED CONTENT FROM Mastercard
Balancing Digital Innovation and Customer Trust in the Middle East and Africa
Information management ResearchBriefing Paper Sponsored By Mastercard -
AccorHotels and the Digital Transformation: Enriching Experiences through Content Strategies along the Customer Journey
Sales & Marketing Case Study11.95View Details The case focuses on AccorHotels' ambitious digital transformation, aiming to put the customer back at the center of its strategy and operations. Responding... -
What Is a Customer Success Manager?
Sales & Marketing Digital ArticleIt's the second-most promising sales job for 2019, according to a LinkedIn survey. -
Why More Companies Are Getting in on the Resale Game
Brand management AudioA conversation with Wharton’s Tom Robertson on the strategic value of owning your secondhand market. -
Reorganize for Resilience: Putting Customers at the Center of Your Business
38.00View Details In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies...