HBSP (USA)
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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
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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
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Assessing a Company's Future Financial Health (Spanish version)
Piper, Thomas R.Case HBS-914S02FinanceThe case provides students with (1) an understanding of the essence of long-term financial health; (2) familiarity with the calculation and meaning of various financial ratios; and (3) an understanding of the influence of a company's operating and competitive characteristics on its investment in various type assets, on the profitability of these investments, and on the financial structure of its balance sheet. The case also allows a discussion of...Starting at €8.20
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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
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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
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Malden Mills (A) (Abridged)
Nohria, Nitin; Piper, Thomas R.Case HBS-410083-ELeadership and People ManagementCEO Aaron Feuerstein of Malden Mills decided to pay idled workers after a massive fire at his mill in 1995. Focuses on the decisions made post-fire and the rebuilding process and eventual bankruptcy of the company. Also outlines creditors' struggle to decide whether to lend Feuerstein additional funds to enable him to regain control of the company after emerging from bankruptcy.Starting at €8.20
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Butler Lumber Co. (Spanish version)
Piper, Thomas R.Case HBS-202S19FinanceThe Butler Lumber Co. is faced with a need for increased bank financing due to its rapid sales growth and low profitability. Students must determine the reasons for the rising bank borrowing, estimate the amount of borrowing needed, and assess the attractiveness of the loan to the bank. A rewritten version of an earlier case. Allows students to practice ratio analysis, financial forecasting, and evaluating financing alternatives.Starting at €8.20
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ProTech, Inc. (Spanish Version)
Piper, Thomas R.; Ehrlich, Susan P.Case HBS-208S21FinanceUna empresa está considerando la eliminación de una línea de productos. Como parte de esa consideración, debe desarrollar posibles estrategias para el cierre de la división, e identificar las implicaciones económicas y no económicas de la estrategia. La situación se complica por la necesidad de la empresa para una infusión de capital propio.Starting at €8.20
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Consolidated Edison Company (condensado)
Piper, Thomas R.Case HBS-208S22FinanceFrente a las grandes necesidades de financiación externa y un precio bajo de valores, gestión de Con Ed debe decidir si se debe pagar un dividendo en efectivo en abril de 1974. Sobre la base de Consolidated Edison por G. C. Presentar.Starting at €8.20
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Infinity Carpets, Inc. (Spanish Version)
Piper, Thomas R.; Moore, Ronald W.Case HBS-209S16FinanceUn experto en cambio debe determinar si una empresa en situación vale más como negocio en marcha de su valor de liquidación. Si es así, las finanzas de la firma debe ser reestructurada de una manera consistente con la capacidad de negociación de los titulares de los distintos valores. La reestructuración requiere un retraso en el reembolso del principal, tasa de concesiones, y un canje de deuda por acciones.Starting at €8.20