The Zappos Way of Managing

How Tony Hsieh uses relentless innovation, stellar customer service, and a staff of believers to make Zappos.com an e-commerce juggernaut — and one of the most blissed-out businesses in America.

The Upside of Strategic Risk

How Coach learned to know, not guess, what customers want.

People Plus Technology Determines CRM Success

Rapid user adoption of CRM technologies is crucial to achieve productivity gains from customer-facing investments. The Bank of New York used a “high user involvement” strategy to encourage 1,650 users to adopt a unified sales process in 32 countries. Its keys to success: getting users involved early, using an efficient implementation approach, and maintaining a tight focus on delivering benefits for users, not just management. … [ Read more ]

Customer Relationship Management at Capital One (UK)

In the beginning, all credit cards were the same. Same interest rates, same annual fee, same processes for deciding who to lend to and how much to lend. Then, as in all industries, an innovator came along and determined that a one-size-fits-all approach left room for improvement. In this Case Study by Professor Werner J. Reinartz and Ulrike Wiehr, Capital One is … [ Read more ]

Managing Product Returns at Hewlett Packard

Product returns have existed since the first time anyone manufactured a product. In the ‘customer-is-always-right’ culture of the US, product returns are increasingly eating into profits, leading manufacturers to develop a returns strategy. In this new Case Study, Professors Van Wassenhove and Guide, and Neeraj Kumar look at the issue within HP’s inkjet product line.