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The Incumbent's Advantage
MacMillan, Ian C.; Selden, LarryArticle HBS-R0810H-EStrategyThis article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. If you run a big company, you might think it's nearly impossible to grow profits organically. Think again, say MacMillan, of the University of Pennsylvania's Wharton School, and Selden, of Columbia Business School. Locked inside your firm's customer records is a we...Starting at €8.20
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La ventaja del líder de mercado
MacMillan, Ian C.; Selden, LarryArticle HBS-R0810HStrategyEste artículo incluye una vista previa de una página que resume rápidamente las ideas clave y proporciona una visión general de cómo los conceptos funcionan en la práctica, junto con sugerencias para la lectura adicional. Si ejecuta una empresa grande, se podría pensar que es casi imposible hacer crecer las ganancias de forma orgánica. Piense otra vez, decir MacMillan, de la Universidad de la Escuela Wharton de Pennsylvania, y Selden, de la Colum...Starting at €8.20
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Change with Your Customers - and Win Big (Spanish version)
MacMillan, Ian C.; Selden, LarryArticle HBS-F0812BService and Operations ManagementDownturns naturally reshape customers' needs. While competitors mindlessly cut costs, you should divide your customer base into new segments, whose emerging needs you can serve - and invest in - profitably. You'll increase market share and market capitalization.Starting at €8.20
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Change with Your Customers - and Win Big
MacMillan, Ian C.; Selden, LarryArticle HBS-F0812B-EService and Operations ManagementDownturns naturally reshape customers' needs. While competitors mindlessly cut costs, you should divide your customer base into new segments, whose emerging needs you can serve - and invest in - profitably. You'll increase market share and market capitalization.Starting at €8.20
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Transformation at the IRS (Spanish version)
Edmondson, Amy C.; Frei, Frances X.; Hajim, CoreyCase HBS-613S04Used as the capstone case for a course on Managing Service Operations (606-092). Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change virtually every aspect of the organization, including IT systems, This case includes information regardi...Starting at €8.20
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Field Service for Corporate Clients (Spanish version)
Frei, Frances X.; Edmondson, Amy C.; Hajim, CoreyCase HBS-606S38Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry standard is to have a technician onsite...Starting at €8.20
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The Mitchell Family and Mitchells/Richards (Spanish Version)
Edmondson, Amy C.; Hajim, Corey; Mulderry, Kelly; Davis, John A.Case HBS-610S23Service and Operations ManagementDescribe la sofisticación operativa una pequeña, de cadena de tiendas de lujo logrado a través del uso de la tecnología y el servicio al cliente "alto contacto". Una empresa de gestión familiar, Mitchell ha construido su éxito con una estrategia de servicio al cliente, conocido internamente como "abrazos". El término es engañosamente simple. mentiras verdaderas de éxito de la empresa en su mezcla de un ambiente cálido, orientado a otra cultura co...Starting at €8.20