-
Research: How People Feel About Paying for Social Media
Sales & Marketing Digital ArticleA survey of U.S. residents asks whether new subscription services from Twitter, Facebook, Instagram, and Snapchat meet their expectations. -
Living Differentiation
Strategy & Execution Digital ArticleI've just returned from a trip to Germany and Scandinavia, where I heard two different management teams debate what it meant to be "truly differentiated."... -
Failing to Success
Strategy & Execution VideoAny company that strives to be innovative must allow for failure. Making mistakes means you're taking risks, which is critical to innovation. -
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... -
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 […] -
Know Your Customers' Jobs to Be Done
Companies can design better products by looking at the jobs that customers are struggling to do. Learn how in this video slide deck. -
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. -
Cirque du Soleil’s Daniel Lamarre on How to Put Creativity at the Center of Your Strategy
Business and society Digital Article“There is no excuse. Creativity has to be at the forefront.” -
How to Reframe What Work Means to You
Personal purpose and values Digital ArticleTransform your job from something you endure to something that brings you meaning. -
The New Sales Imperative
Sales & Marketing Magazine ArticleB2B customers are deeply uncertain and stressed. With virtually infinite information available on any solution, a swelling raft of stakeholders involved... -
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. -
The Explainer: Disruptive Innovation
Clay Christensen's landmark theory--in under two minutes. -
Using Data to Strengthen Your Connections to Customers
Technology & Operations Digital ArticleFrontline managers hold unexpected insights. -
The Legacy of Herb Kelleher, Cofounder of Southwest Airlines
Leadership & Managing People Digital ArticleHe showed that companies can create economic value based on human values. -
How Direct-to-Consumer Brands Can Continue to Grow
Strategy Magazine ArticleThey need to revise the marketing innovations that gave them early momentum. -
The Right Way to Lead Design Thinking
Leadership & Managing People Magazine ArticleThe authors studied almost two dozen major design-thinking projects within large private- and public-sector organizations in five countries and found... -
You Need More Than Data to Understand Your Customers
Sales & Marketing Digital ArticleIt's about building deeper relationships, not simply gathering more information. -
The Worst Question a Salesperson Can Ask
Sales & Marketing Digital ArticleThe second article in a four-article series. Read the first, third, and fourth entries. "What's keeping you up at night?" This one question is probably... -
6 Ways to Build a Customer-Centric Culture
Sales & Marketing Digital ArticleStart by hiring people who really care about the customer experience.
-
Hilti (A): Fleet Management?
Leadership & Managing People Case Study11.95View Details This case explores the strategic decision-making process of premium power tools manufacturer Hilti in 1999, when the company was considering implementing... -
Merck: Managing Vioxx (E)
Finance & Accounting Case Study5.00View Details -
Kaleidofin
Innovation & Entrepreneurship Case Study11.95View Details Kaleidofin was co-founded in 2017 by Puneet Gupta and Sucharita Mukherjee; former CFO and CEO of IFMR (Institute for Financial Management and Research)... -
Aardvark
Innovation & Entrepreneurship Case Study11.95View Details Aardvark is an online social search service that allows users to pose questions and receive answers from other users in their extended social network.... -
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... -
Aman Resorts
Finance & Accounting Case Study11.95View Details Aman Resorts describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative... -
Monsanto: Leadership in a New Environment
Global Business Case Study11.95View Details Monsanto is the biotechnology leader in agriculture. How does it use its leadership in Round Up to fund long-term research and development in biotechnology... -
DigitalThink: Building a Sales Force
Innovation & Entrepreneurship Case Study11.95View 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:... -
Collibra
Innovation & Entrepreneurship Case Study11.95View Details Founded in 2008 at Vrije Universiteit Brussels, Collibra was a data intelligence company that found product-market fit in the years after the global financial... -
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... -
Mementos that Anchor Homes: Growing Joyous Group in the Business of Photos and Portraitures
Strategy & Execution Case Study11.95View Details Joyous Group Holdings, a small and medium enterprise, provides photography, portraiture services and regalia rental for graduation events in Singapore.... -
Digital Natives Growing Without a Sales Force
Sales & Marketing Case Study8.95View Details This brief case describes the rise of so-called digital natives (also called born-in-digital) in the 2000s and 2010s that successfully grew without a... -
Innovation at the Boston Consulting Group
Strategy & Execution Case Study11.95View 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... -
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... -
Sealed Air Corporation: Deciding the Fate of VTID
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... -
Raleigh & Rosse: Measures to Motivate Exceptional Service
Leadership & Managing People Case Study8.95View Details In January 2010, U. S. luxury goods retailer Raleigh & Rosse is being sued by its employees for encouraging "off the clock" hours. At the center of the... -
Keroche (C): The Excise Tax Increase
Strategy & Execution Case Study8.95View Details This case discusses the Kenyan government's decision to increase excise taxes on wines in 2007. The tax increase would cause an average increase in price... -
Wuling Hongguang MINIEV: A New Breed of Chinese Automaker
Strategy & Execution Case Study11.95View Details Firms in mature industries often find themselves at a strategic crossroads, forced to choose between consolidating their position in existing market segments... -
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... -
Citibank: Launching the Credit Card in Asia Pacific (A)
Sales & Marketing Case Study11.95View 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...
-
Hilti (A): Fleet Management?
Leadership & Managing People Case Study11.95View Details This case explores the strategic decision-making process of premium power tools manufacturer Hilti in 1999, when the company was considering implementing... -
Research: How People Feel About Paying for Social Media
Sales & Marketing Digital ArticleA survey of U.S. residents asks whether new subscription services from Twitter, Facebook, Instagram, and Snapchat meet their expectations. -
Living Differentiation
Strategy & Execution Digital ArticleI've just returned from a trip to Germany and Scandinavia, where I heard two different management teams debate what it meant to be "truly differentiated."... -
Merck: Managing Vioxx (E)
Finance & Accounting Case Study5.00View Details -
Failing to Success
Strategy & Execution VideoAny company that strives to be innovative must allow for failure. Making mistakes means you're taking risks, which is critical to innovation. -
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... -
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 […] -
Know Your Customers' Jobs to Be Done
Companies can design better products by looking at the jobs that customers are struggling to do. Learn how in this video slide deck. -
Kaleidofin
Innovation & Entrepreneurship Case Study11.95View Details Kaleidofin was co-founded in 2017 by Puneet Gupta and Sucharita Mukherjee; former CFO and CEO of IFMR (Institute for Financial Management and Research)... -
Aardvark
Innovation & Entrepreneurship Case Study11.95View Details Aardvark is an online social search service that allows users to pose questions and receive answers from other users in their extended social network....