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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... -
What Smart Companies Know About Integrating AI
Technology and analytics Magazine ArticleTalent and data are just as important as technology. -
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. -
"We Need People to Lean into the Future"
Leadership & Managing People Magazine ArticleFor years, Walmart's unrivaled customer research capabilities helped it dominate retailing. Then along came the internet, and Walmart suddenly found itself... -
The Value of Keeping the Right Customers
Sales & Marketing Digital ArticleA refresher on customer churn rate. -
There's a Way to Win the Showdown with Your Customer
Sales & Marketing Digital ArticleTips for driving higher revenue and profits in B2B sales. -
Inside the Success of South Korean Brands
Sales & Marketing Digital ArticleThe specific and effective strategies that catapulted these brands to global success. -
When Providing Wait Times, It Pays to Underpromise and Overdeliver
Technology & Operations Digital ArticleFour findings from a decade of research on virtual queues. -
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. -
The Explainer: Marketing Myopia
Sales & Marketing VideoTheodore Levitt's classic theory--in under two minutes. -
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... -
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... -
Making Your Products Accessible to Underserved Markets
Strategy Digital ArticleWhy your company needs a “side of the pyramid” strategy. -
Lessons on Customer Engagement from Fan Controlled Football
Innovation Digital ArticleThe esports venture uses blockchain to let fans call the shots in real time. -
Your Loyalty Program Might Be Losing You Money
Sales & Marketing Digital ArticleThree questions to determine its real impact on your bottom line. -
Business Ideas from the Crowd
Global Business Digital ArticleThe women had gathered where the market's largest sugar distributor was giving generous bulk discounts. It was a typical African open market, where people... -
What You Can and Should Be Doing with Your Customer Journeys
Sales & Marketing Digital ArticleTake a bigger-picture view. -
To Solve a Tough Problem, Reframe It
Decision making and problem solving Magazine ArticleFive steps to ensure that you don’t jump to solutions -
Are You Undervaluing Your Customers?
Strategy & Execution SpotlightLeaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting... -
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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Del Mar Racetrack: Reinventing the Horse Racing Fan Experience
Leadership & Managing People Case Study11.95View Details Thoroughbred horse racing was in decline at the end of the 20th century and beginning of the 21st century. Nearly all metrics, from number of horses and... -
HubSpot and Motion AI: Chatbot-Enabled CRM
Sales & Marketing Case Study11.95View Details HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software... -
America Online: Using Information Technology to Better Serve the Customer
Technology & Operations Case Study11.95View Details Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need... -
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... -
Talbots: A Classic
Sales & Marketing Case Study11.95View Details This case traces why the $1 billion women's clothing retailer decided to attract younger customers, what went wrong, and the actions taken to recover.... -
Kids & Company: Entering the U.S.
Strategy & Execution Case Study11.95View Details In April 2017, Victoria Sopik and Jennifer Nashmi, CEO and CFO (respectively) of Kids & Company, a Canadian childcare provider that they had co-founded... -
Kids & Company in 2018
Strategy & Execution Case Study5.00View Details This case reveals to readers what has transpired at Kids & Company in the year following the decision point presented in Kids & Company: Entering the... -
Oiselle: How Does an Activist Brand Authentically Commit to Advancing Diversity, Equity, and Inclusion?
Strategy & Execution Case Study11.95View Details This case examines a small, high-growth women's athletic apparel company's activities to advance diversity, equity, and inclusion (DEI) and impact the... -
Sustaining Customer Centricity at Chateauform'
Strategy & Execution Case Study11.95View Details The Châteauform' case describes how Jacques Horovitz founded a unique concept in the saturated hotel and seminar market that existing hotel chains find... -
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.... -
On the Bubble: Startup Bootstrapping
Innovation & Entrepreneurship Case Study11.95View Details Bubble was a software company in the low-code/no-code market, making tools that allowed users without traditional programming backgrounds or technical... -
Sealed Air Corporation: Deciding the Fate of VTID (Abridged)
Sales & Marketing Case Study11.95View Details In mid 2010 the Sealed Air Corporation has to decide on next steps for its novel video tracking technology (called VTID) after unsuccessful attempts to... -
66°North: Made for Life
Sales & Marketing Case Study11.95View Details This field-based case uses the 66°North Company, an iconic Icelandic designer and manufacturer of premium outerwear, to unfold circumstances that allow... -
IKEA Invades America
Sales & Marketing Case Study11.95View Details In 2002, the IKEA Group is the world's top furniture retailer, with 154 stores worldwide. In the United States, IKEA operates 14 stores, all of which... -
The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media
Sales & Marketing Book32.00View Details In a world of limitless media noise, how can businesses break through to customers? Context. We are in the midst of a massive media revolution. For the... -
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... -
Airbnb, Etsy, Uber: Acquiring the First Thousand Customers
Sales & Marketing Case Study11.95View Details By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to... -
Magic: the Gathering - Harnessing an Engaged Player Community
Sales & Marketing Case Study11.95View Details This case study discusses Magic: the Gathering (Magic), a collectible card game that is owned by Wizards of the Coast (Wizards), a subsidiary of Hasbro.... -
HBR's 10 Must Reads on Innovation (with featured article "The Discipline of Innovation," by Peter F. Drucker)
24.95View Details To innovate profitably, you need more than just creativity. Do you have what it takes? If you read nothing else on inspiring and executing innovation,... -
Marketing Reading: Creating Customer Value
Sales & Marketing Tool40.00View Details Core Curriculum Readings in Marketing cover fundamental concepts, theories, and frameworks in marketing. For classroom use in higher education, this Reading...
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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. -
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... -
Del Mar Racetrack: Reinventing the Horse Racing Fan Experience
Leadership & Managing People Case Study11.95View Details Thoroughbred horse racing was in decline at the end of the 20th century and beginning of the 21st century. Nearly all metrics, from number of horses and... -
HubSpot and Motion AI: Chatbot-Enabled CRM
Sales & Marketing Case Study11.95View Details HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software... -
What Smart Companies Know About Integrating AI
Technology and analytics Magazine ArticleTalent and data are just as important as technology. -
America Online: Using Information Technology to Better Serve the Customer
Technology & Operations Case Study11.95View Details Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need... -
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. -
"We Need People to Lean into the Future"
Leadership & Managing People Magazine ArticleFor years, Walmart's unrivaled customer research capabilities helped it dominate retailing. Then along came the internet, and Walmart suddenly found itself... - SPONSORED CONTENT FROM Mastercard
Channeling Trust in North America to Stay on Innovation’s Cutting Edge
Competitive strategy ResearchBriefing Paper Sponsored By Mastercard -
The Value of Keeping the Right Customers
Sales & Marketing Digital ArticleA refresher on customer churn rate.