card data it bought from a grocery chain—the correlation between condom sales and HIV-related claims‚ for instance. How can both companies leverage the data responsibly? HBR CASE STUDY The Dark Side of Customer Analytics COPYRIGHT © 2007 HARVARD BUSINESS SCHOOL PUBLISHING CORPORATION. ALL RIGHTS RESERVED. by Thomas H. Davenport and Jeanne G. Harris Laura Brickman was glad she was almost done grocery shopping. The lines at the local ShopSense supermarket were especially long for a
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Gary L. Neilson and Julie Wulf With compliments of... How Man Direct Re 2 Harvard Business Review April 2012 ny eports? Gary L. Neilson is a senior vice president in the Chicago office of Booz & Company and a coauthor of “the Secrets to Successful Strategy execution” (HBR June 2008). FoR aRtiCle RePRintS Call 800-988-0886 oR 617-783-7500‚ oR viSit HbR.oRG Julie Wulf is an associate professor at Harvard Business School and has conducted extensive research on the internal governance
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Born Grace Brewster Murray in New York City on December 9‚ 1906‚ Grace Hopper studied math and physics at Vassar College. After graduating from Vassar in 1928‚ she proceeded to Yale University‚ where‚ in 1930‚ she received a master’s degree in mathematics. That same year‚ she married Vincent Foster Hopper‚ becoming Grace Hopper (a name that she kept even after the couple’s 1945 divorce). Starting in 1931‚ Hopper began teaching at Vassar while also continuing to study at Yale‚ where she earned a Ph
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The transformation at the IRS gave useful insight to a real life overhaul of a system that was not meeting the needs of its consumers. The IRS has a very expansive group of customers‚ every person and group that does business‚ or has business transactions in the USA could be considered its customers. The size of the IRS’s customer base increases the need to avoid tenancies similar to what Mr. Kotter identifies in his article‚ “Leading Change: Why Transformation Efforts Fail.” Even though transitions
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Slide 1.1 Strategic Choices 10: Mergers‚ Acquisitions and Alliances Johnson‚ Whittington‚ Scholes‚ Angwin and Regnér‚ Exploring Strategy Powerpoints on the Web‚ 10th edition ©Pearson Education Limited 2014 Slide 1.2 Three strategy methods Johnson‚ Whittington‚ Scholes‚ Angwin and Regnér‚ Exploring Strategy Powerpoints on the Web‚ 10th edition ©Pearson Education Limited 2014 Slide 1.3 The acquisition process Johnson‚ Whittington‚ Scholes‚ Angwin and Regnér‚ Exploring Strategy Powerpoints
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ARTICLE www.hbr.org Why Satisfied Customers Defect by Thomas O. Jones and W. Earl Sasser‚ Jr. Included with this full-text Harvard Business Review article: 1 Article Summary The Idea in Brief— the core idea The Idea in Practice— putting the idea to work 2 Why Satisfied Customers Defect 14 Further Reading A list of related materials‚ with annotations to guide further exploration of the article’s ideas and applications Product 6838 Why Satisfied Customers Defect The Idea in Brief The Idea in
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(2001). Be Our Guest: Pefecting the Art of Customer Service. New York‚ New York: Disney Editions. Hart‚ C. W. (Jul/Aug 1990). The Profitable Art of Service Recovery. Harvard Business Review . Hyken‚ S. (1993). Moments of Magic. St. Louis‚ MO: The Alan Press. Schlesinger‚ L. A. (Sep/Oct 1991). The Service-Driven Service Company. Harvard Business Review Zeithaml‚ V. (Winter 2000). Service Quality‚ profitability‚ and the economic worth of customers: What we know and what we need to learn. Academy of
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BAB020 12/98 Levi’s “Personal Pair™” Jeans (A) In 1995‚ women’s jeans was a $2 billion fashion category in the US and growing fast. Levi-Strauss was the market leader‚ but its traditional dominant position was under heavy attack. Standard Levi’s women’s jeans‚ sold in 51 size combinations (waist and inseam)‚ had been the industry leading product for decades‚ but “fashion” was now taking over the category. Market research showed that only 24 percent of women were “fully satisfied” with their
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chain has played an important role in the development of multinational. This essay will focus on the evolution of the value chain. Body Since the 1980s‚ many scholars have put forward the theory of the value chain. Professor Michael Porter of the Harvard Business School in 1985‚ pointed in the "Competitive Advantage": Every enterprise is a collection of various activities in the design‚ production‚ sales‚ send‚ and auxiliary products process‚ all of these activities can be indicated as a value chain
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Long Range Planning‚ 35‚ 2‚ 179-194. Kotter‚ J. (2007) `Leading Change: Why Transformation Efforts Fail’‚ Harvard Business Review‚ January 2007‚ pp. 96 – 103 Recommended Beer‚ M. & Nohria‚ N. 2000‚ "Cracking the Code of Change"‚ Harvard Business Review‚ vol. May-June‚ pp. 133-141. Vermeulen‚ F.‚ Puranam‚ P. & Gulati‚ R. 2010‚ "Change for Change’s Sake"‚ Harvard business review‚ vol. 88‚ no. 6‚ pp. 70-76 Supplementary Burnes‚ B. 2004‚ Managing Change‚ Fourth edn
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