In the fall of 2016, the Crimson, Harvard's undergraduate newspaper, broke a story revealing that the 2012 Harvard Men's Soccer team had produced a sexually explicit "scouting report" about the Women's Soccer team. The story generated national headlines and thrust gender issues, and the University, into the media spotlight. In the following months, the breadth of this type of practice was revealed; the "scouting reports" had been an annual tradition of the Men's Soccer team, and the Cross Country team admitted to similar practices. This case follows the decision-making of Harvard administrators as they deal with the discovery of the scouting report. In addition to exploring leadership through crisis, the case challenges readers to explore the boundaries of appropriateness in how we think and talk about interpersonal attraction.
Since its first entry into the literature discussion in the 1980s, customer relationship management (CRM) has found its way into nearly every company. Concepts like personalization, loyalty programs, and customer valuation are used regularly to interact with and prioritize customers. Unsurprisingly, this more widespread use has changed our understanding of CRM substantially and as a consequence, the field has seen a remarkable transformation in the past 3 decades. Yet, the CRM strategies implemented by many firms today are frequently still fundamentally based on an understanding of CRM from the early days. The purpose of this article is to outline the origins of CRM and to present the main wisdoms that firms believed to be true about customers 3 decades ago. I then discuss the key insights that academics and managers have obtained in recent years that increasingly challenge those wisdoms. The article ends with an outlook of CRM in years to come and presents some of the major challenges practitioners and researchers will have to deal with in the near future.
The essential steps in the transition from a nascent startup to an organization capable of sustained and profitable growth are not readily apparent to many early stage entrepreneurs. The life cycle of an entrepreneurial venture consists of four stages (startup, transition, scaling, and exit), each defined by the principal challenges faced by the founding team. The popular lean startup methodology emphasizes a disciplined process of exploration, validation, and refinement of the business concept as the essential first step in the process. Although it is undeniably important to get the business concept right in the beginning, there is a period of transition during which the founding team must establish a solid foundation for growth and scaling that may ultimately have a greater influence on venture success. To date, limited research has focused on transition and the field has offered little normative guidance. Entrepreneurs have largely been on their own as they struggle, through trial and error, to lay the foundation and build a scalable business. This article describes the essential tasks to be undertaken-the eight hurdles of transition-and provides normative guidance, solidly based on experience, regarding the actions required to establish the foundation for a scalable business.
These days, it seems, nearly everyone aspires to be an entrepreneur. But many entrepreneurs think and act differently than the way in which most other businesspeople do and the way much of today's business education encourages them to think and act. My in-depth examination of dozens of entrepreneurs I've come to know well over the past 2 decades tells me that their unconventional-or, dare I say, counter-conventional-mindsets and behaviors are marked by six common patterns: (1) 'Yes, we can;' (2) beg, borrow, or steal; (3) think narrow, not broad; (4) problem-first, not product-first logic; (5) 'No' is something waiting to be turned into 'Yes'; and (6) ask for the cash and ride the float. Thankfully, we now know that entrepreneurs are made, not born. These six patterns of entrepreneurial thought and action are eminently learnable. If you want to someday be an entrepreneur, or if you want the people in your company to become more entrepreneurial, then developing-or encouraging and incentivizing your people to develop-such a mindset might constitute a suitable first step toward preparing you to follow a more entrepreneurial path or to foster a more entrepreneurial culture in your company.
Social entrepreneurship (SE) has evolved from an initial period of explosive growth (SE 1.0), during which research focused on organizational and founder characteristics, to a stage that witnessed the rise of institutions facilitating SE formation and growth (SE 2.0). At present, while expansion in the number and scope of social enterprises continues, there is also a concerted effort underway to ascertain whether social enterprises are performing as expected (SE 3.0). A framework to assess the performance of SE, building on the type of metrics employed by business firms, is presented in this article. The framework-consisting of action-resources, predictors, outputs, outcomes, and impact-is intended to measure achievement along a timeline. Examples of how the framework would be used are provided for social enterprises with a range of social purposes, including one that involves an existing enterprise with the mission of reducing recidivism among incarcerated women. Brief comparisons with measures actually used help identify how the time-based approach laid out here would enhance assessment efforts and even serve as a basis for planning and decision making. The proposed framework could serve as a template to assess all social enterprises regardless of purpose, stakeholder mix, or scale of operations.
When used effectively, recommender systems provide users with suggestions based on their own preferences. These systems first showed their value with e-commerce sites like Amazon and eBay, which provided recommendations algorithmically. A key drawback of these systems is that some items need personal touch recommendations to spur on purchase, use, or consumption. A recommender system that facilitates personal touch recommendations by enabling users to discover good recommenders as opposed to focusing on recommending items algorithmically addresses this drawback. In this article, we discuss such a system-a curated recommender system. A curated recommender system is optimal for online retailers and service providers, especially those that sell books, stream content, or provide social networking platforms.
Brand post popularity positively relates to consumers' purchase intentions, actual sales, and stock prices. Research suggests that social media posts should be vivid, practical, interesting, personalized, and interactive. However, cross-cultural research also suggests that practices might not be equally effective across different regional markets. While vividness and practicality could be consistently important across cultures, characteristics of interest, personalization, and interactivity might need to be adapted to the cultural conditions of specific target markets. We consider how individualism/collectivism, long-term orientation, uncertainty avoidance, power distance, and high-context/low-context cultures could influence brand post effectiveness. We provide suggestions for how to manage social media brand post popularity from a cross-cultural perspective to inform both domestic and global social media marketing campaigns. Suggested practices include: (1) making brand posts engaging; (2) targeting the 'I' in individualistic cultures and the 'we' in collectivist cultures; (3) focusing on consumers' identity in less long-term oriented cultures and on functional information in more long-term oriented cultures; (4) ensuring that posts help reduce uncertainty; (5) planning for one-way communication in higher power distance countries and two-way communication in lower power distance countries; and (6) making messages less direct in higher context cultures and more direct in lower context cultures.
Part of the underlying vision of CDP (formerly the Carbon Disclosure Project) is to enhance firms' climate change strategies by encouraging them to measure their emissions and corresponding risks and opportunities. Drawing on interviews with 38 firms in seven countries that participated in CDP, we found that the benefits firms experience from the measurement and disclosure process are more diverse in nature than expected. They can be both operational and strategic, and internal as well as external. From our analysis of the firms' experiences, we draw several implications for managers. First, managers should beware of various biases that may inhibit investments in profitable emission reduction opportunities. Second, participating in a disclosure-oriented process can be beneficial, even for a firm that ultimately decides not to disclose. Third, when disclosing greenhouse gas-related information, managers need to address multiple groups of stakeholders, not just investors. Fourth, when searching for emission reduction opportunities and in organizing the disclosure process, managers should not neglect opportunities that exist elsewhere in the supply chain.
One of the main challenges facing family firms is achieving fairness between family and non-family employees in the workplace. Family and non-family employees have the potential to offer unique and distinct contributions to the firm, which makes the achievement of fairness between them messy and complicated. Hence, two interesting questions are worth exploring: Given the complex nature of the family business human capital, how can family firms achieve fairness between family and non-family employees? Why should family business decision makers and advisors promote fair practices in the family business workplace? We first introduce a fair process model as a possible solution for family businesses to achieve fairness between family and non-family employees. Then, based on several examples and studies, we show that family business owners can benefit significantly from promoting fairness in the workplace both in terms of preserving business reputation and in terms of achieving long-term family business survival and success.
Unlike companies or products, individuals possess intrinsic personal branding as a result of personality qualities, past experience and development, and communication with others-whether they know it or not. In this sense, every person already has a personal brand of some kind. The challenge is to manage that brand strategically. We offer a process for doing so, beginning with self-analysis. Then we review published sources and summarize interviews about the personal brands of 33 U.S. and European sales executives and managers, salesforce members, and professionals who sell their own services. The interviews indicate roughly equal emphasis on competence and personal qualities in creating personal brands, as well as significant interest in distinctiveness, and the respondents provide a range of examples of how personal branding pays off. This investigation leads to our basic recommendation: Follow a strategic self-branding process based on one's values and competencies, similar to the branding methods of companies and products, but with the understanding that personal branding will change as one's career advances.
Are you ready for what's coming? As senior managers look to connect products, processes, and services to the growing field of the Internet of Things (IoT), this is an important preliminary question. Leveraging the IoT for firm benefit involves revisiting certain ideas that may have gone unquestioned for a long time. In this article, we begin by reviewing the complexity of the IoT, the complexities of an increasingly interconnected environment, and the increasing need to develop partnerships in order to create innovative solutions. We then offer practical insights from a case in which three actors with reciprocal specialties cooperated to create an IoT solution in the form of a connected appliance. While a shared spirit of optimism prevailed throughout the endeavor, reaching the finish line meant jumping a few hurdles along the way. Finally, we describe a number of fundamental issues related to business models, partnership strategy, data ownership, and technology diffusion that every enterprise should address before diving headfirst into the Internet of Things.
The use of additive manufacturing technologies in different industries has increased substantially during the past years. Henry Ford introduced the moving assembly line that enabled mass production of identical products in the 20th century. Currently, additive manufacturing enables and facilitates production of moderate to mass quantities of products that can be customized individually. Additive manufacturing technologies are opening new opportunities in terms of production paradigm and manufacturing possibilities. Manufacturing lead times will be reduced substantially, new designs will have shorter time to market, and customer demand will be met more quickly. This article identifies additive manufacturing implementation challenges, highlights its evolving technologies and trends and their impact on the world of tomorrow, discusses its advantages over traditional manufacturing, explores its impact on the supply chain, and investigates its transformative potential and impact on various industry segments.
In an effort to improve their competitive position in a rapidly changing marketplace, many companies have replaced their traditional supply chains with extended supply chain networks built on a foundation of supply chain collaboration. These extended networks require the use of decision support tools and technologies to improve both operating efficiencies and customer service, but many companies have struggled to realize the expected benefits of these tools and the increased collaboration. This article recommends that companies adopt an integrated strategy of people, processes, and technology to achieve their competitive supply chain goals. Our recommendation is backed by the results of a survey we conducted of senior-level practitioners concerning the importance and challenges of supply chain collaboration. The article concludes with a set of managerial recommendations to improve a company's collaborative efforts within its supply chain.
For alliances to sustain themselves, the synergies that are generated between partners must be greater than the conflicts that drive them apart. A good starting point to get to the root cause of conflicts in an alliance is to know your partner's levels of fear and greed. In this article, I first offer a systematic way of evaluating fear and greed and then explain how to classify partners into four types (i.e., easy partner, fearful partner, greedy partner, and risky partner) and position them on a map. This map, the alliance map, highlights key areas of concern for managers dealing with each type of partner. This article offers an integrative perspective on alliance management, incorporating both relationally based and contractually based concerns that help to stabilize, develop, and strengthen the partnership in alliances.
The ability to have polite conversation between individuals who disagree with one another seems to be a rare occurrence today. Organizational justice theory may help explain why rude behavior seems so prevalent and whether the rudeness in politics and society creates a polarized environment that could impact the workplace. Three recent legal decisions concerning healthcare, same-sex marriage, and the Michael Brown case, along with three workplace examples of deliberate rudeness, are examined to analyze the polarization of opposing viewpoints and the incivility that resulted from these situations. When a decision is viewed as a win-lose situation and people perceive the decision process as unfair, losers in the decision may feel threatened and react by engaging in deviant behavior that is uncivil. Winners may also engage in behavior that is uncivil and intolerant of opposing viewpoints. The result is a cycle of incivility that may include character assassination, protests, and a diminished willingness to compromise. Managers should be cognizant of the dangers of rude behavior and create a workplace environment that counters productivity interference caused by incivility and inability to compromise. I suggest specific steps to help stop workplace incivility before it starts.
The greatly improved economic fundamentals of the major emerging economies over the last decade have propelled several emerging banks into the ranks of the world's largest. Despite their importance in the global economy, the internationalization of emerging market banks remains an understudied phenomenon. This article examines factors that may influence the internationalization strategies of emerging market banks in the private banking sector, both when going abroad (take-off) and upon arrival in a host country (landing). The private banking sector is of significant interest given its importance in many leading financial centers around the world while undergoing major transformation due to the worldwide financial crisis, several recent scandals, and a fast-changing regulatory environment. We highlight the internationalization strategies of two banks from emerging countries, China and Brazil, and their experience in Switzerland's traditional private banking sector. These two cases highlight factors that may influence successful internationalization such as prior industry experience, existing client base, entry strategy, ownership type, and the liability of foreignness. Our findings offer valuable implications for managers from other emerging economies by providing a better understanding of how emerging market banks expand internationally.
Family and work are two of society's most important institutions. It is understandable, then, that some similarities would exist between the two. One unfortunate aspect of such relationships is that families and organizations may be abusive to members. When this occurs in familial relationships, research has identified dynamics that keep people in the abusive situation. We consider here how those same dynamics can occur in abusive organizations to identify factors that keep employees in unhealthy work environments. We then examine intervention techniques and concepts that can be used to enable people to recognize an abusive organization, the long-term damage such organizations can inflict on employees, and ways to assist individuals in exiting an abusive organization setting. Our intention is to create awareness of the harm that can be caused by abusive organizations and provide a framework that will enable people caught in a pattern of organizational abuse to understand their choices and behaviors.
Supplement to case E572. Between 2013 and 2017 PayPal had grown from $8 billion to almost $11 billion in revenues and had a market cap of over $70 billion. In addition, the product and cultural transformations of the organization made the firm feel like an entirely new company from the one that existed several years prior. Outside of the company, major trends continued to impact PayPal: e-commerce conducted on mobile devices in the United States accounted for just under 12 percent of all e-commerce transactions in 2014 and were forecast to rise to almost 45 percent by 2020, thus further changing how customers conducted business and paid for goods and services. The case explores how PayPal leadership has continued to evolve the organization and product lineup in order to compete in an extremely competitive landscape.
For 20 years, TTTech had honed its innovative suite of technology solutions, developing cutting-edge products for customers such as Audi, General Electric, Cisco, Boeing, Airbus, and HYDAC International. Yet the two cofounders were perhaps even more excited by a confluence of market and technology trends in TTTech's favor-trends that aligned perfectly with TTTech's products and capabilities. One of the most pronounced tailwinds was the race towards fully autonomous vehicles. Within the industry, there was growing consensus that cars would become fully autonomous in the next decade or two. Given the complexity associated with developing the networks and electronic systems that would enable autonomous vehicles, manufacturers looked to companies like TTTech to provide the underlying technology needed to turn this vision into a reality. Yet the trend towards increasingly complex electronic systems was not restricted to the automotive industry. Across every industry, physical devices, machines, vehicles, and buildings were becoming embedded with electronics that allowed for the collection and exchange of data, all of which enhanced automation. Against this backdrop, Kopetz and Poledna believed that TTTech could reach more than $200 million in revenue by 2020. Yet achieving this success would not be without its challenges. TTTech would have to align itself with the right strategic and financial partners, continue to hire top managerial talent, and compete in multiple industries, each of which had its own set of unique regulations and standards. TTTech was in a strong position to achieve explosive growth, yet Kopetz and Poledna would have to navigate several hurdles in order to realize that growth.