HBSP (USA)
-
Terumo (C) (Spanish Version)
Godes, David B.; Egawa, Masako; Yamazaki, MayukaCase HBS-510S03MarketingPara maximizar su eficacia, los casos de color deben imprimirse en color. Este caso proporciona una información actualizada sobre la decisión de la empresa en cuanto a su estrategia de ventas para sus productos de EE.UU. catéter y el progreso del paquete de soluciones. También se analiza la expansión de la firma del "Pranex médica", una formación y reunión espacio único que ofrece facilidad para médicos y enfermeras.Starting at €5.74
-
Pioneering entrepreneur Yoshiko Shinohara on turning temporary work into big business in Japan (Spanish version)
Mayo, Anthony J.; Yamazaki, MayukaArticle HBS-F0910ELeadership and People ManagementTempstaff's founder, a pioneering Japanese entrepreneur, wondered whether she would go to jail for launching her business.Starting at €8.20
-
Why Satisfaction Surveys Fail
Reichheld, FredBook Chapter HBS-8177BC-EStrategyThis chapter looks at why you cannot build an effective customer-feedback system based on the shaky foundation of current satisfaction-survey methods and practices. This chapter was originally published as Chapter 5 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
-
Bad Profits, Good Profits, and the Ultimate Question
Reichheld, FredBook Chapter HBS-8185BC-EStrategyBad profits choke off a company's best opportunities for true growth, they endanger its reputation, and alienate customers and demoralize employees. This chapter shows companies how to tell the difference between good and bad profits and asks the ultimate question that will determine the future of your business. This chapter was originally published as Chapter 1 of "The Ultimate Question: Driving Good Profits and True Growth."Starting at €8.20
-
From Score to System: How the Net Promoter Score (NPS) Grew from a Metric to a Management System
Reichheld, Fred; Markey, RobBook Chapter HBS-8573BC-EIn 2003, when loyalty economics expert Fred Reichheld created the Net Promoter Score (NPS) as a new way of measuring how well an organization generates customer loyalty, no one could have predicted how swiftly this easy-to-understand, open-source metric would catch on. Thousands of innovative companies--Apple, American Express, Zappos, Intuit, eBay, Southwest Airlines, and Facebook, to name just a few--adopted the Net Promoter Score as a way to t...Starting at €8.20
-
The Measure of Success: How Intuit Became a "Net Promoter" Company--And Boosted Its Profits Through Increased Customer Loyalty
Reichheld, Fred; Markey, RobBook Chapter HBS-8575BC-EBack in the days when every business was a small business, proprietors knew what their customers thought of their products by the looks on their faces: they knew them all personally. But in today's world of giant corporations and big-box stores, most managers never see their customers. Instead, they are laser-focused on how much these customers are spending. If the bottom line is growing, that's good, right? Not necessarily. In this chapter, worl...Starting at €8.20
-
How NPS Drives Profitable Growth: The Economic Payoff of High-Quality Customer Relationships--And the Net Promoter System
Reichheld, Fred; Markey, RobBook Chapter HBS-8576BC-EIn today's Web-savvy, customer-driven world, where negative word of mouth about your company's products and services is instantly broadcast over a global PA system, you're smart to focus more closely on your customers as you fight to stay competitive. But building up legions of enthusiastic, loyal customers requires investment. And it requires reducing your company's reliance on "bad profits"--profits earned at the expense of customer relationshi...Starting at €8.20
-
The Enterprise Story--Measuring What Matters: How Enterprise Rent-A-Car Set the Industry Standard for Winning Customer Loyalty
Reichheld, Fred; Markey, RobBook Chapter HBS-8577BC-EAt its senior management retreat in 1996, Enterprise Rent-A-Car executives should have been rejoicing: the company was growing fast and had just overtaken Hertz as the number one rental-car agency in the United States. But the festive mood of the retreat was shattered by one slide in an otherwise rosy-looking presentation--customer satisfaction scores were flatlining. In this chapter, world-renowned expert on loyalty economics Fred Reichheld and ...Starting at €8.20
-
Enterprise Risk Management at Hydro One (B): How Risky Are Smart Meters, Teaching Note
Mikes, Anette; Migdal, AmramTeaching Note HBS-114101-EAccounting and ControlTeaching note for case 112073.Starting at €0.00
-
Planetary Resources, Inc. (B): Choosing the Next Tack
Mikes, Anette; Migdal, AmramCase HBS-114104-EAccounting and ControlStarting at €5.74