In mid-2019, Carlos Hank, was deliberating over the results for Banorte M vil - the mobile application for Banorte, Mexico''s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte s Chairman of the Board in January 2015, had overseen Banorte''s transformation (and multi-million-dollar investment) from a product and client volume-focused bank into a customer-centric, technology and data-driven .....more

The Inside the Case video that accompanies this case includes teaching tips and insight from the author (available to registered educators only). In the fall of 2019, Facebook and its CEO Mark Zuckerberg are facing increased scrutiny on multiple fronts. Regulators from around the globe are threatening the company with punitive measures. Users are organizing against it. But there is little consensus around what, precisely, Facebook has done wrong, .....more

This case describes the evolution of the customer success function through the rise of Gainsight. It discusses the responsibilities of the customer success function, measuring and compensating customer success teams, and the return on investment for adding a customer success organization. It also describes some of the different forms customer success can take across firms.

By 2020, Ren Zhengfei, CEO of Huawei, had transformed the small telephone switch manufacturer he founded in 1987 into a $120 billion telecommunications company poised to lead the lucrative rollout of fifth-generation (5G) cellular networks. However, an emerging U.S.-China tech war has jeopardized Huawei''s prospects. The Trump administration is waging a global campaign to blacklist doing business with Huawei due to concerns in Washington about .....more

Danfoss is a traditional Danish family firm, deeply committed to its local community in Nordborg, Als. The company is family-owned and has had several members of the owning family on its Board. The case shows Danfoss'' rise to one of the biggest heating, refrigeration, and air conditioning companies in the world. With ever greater expansion onto global markets, Danfoss experienced the challenge of creating a harmonious global portfolio, while .....more

Electric vehicles have been "the next big trend" for more than 100 years. The first commercially viable electric car was available in the 1890s but failed to become the dominant design. The case chronicles the development of the Electric Vehicle Company (EVC), founded in 1896, which by the turn of the century was the largest manufacturer and user of electric vehicles in the United States. Students evaluate the competition between the three .....more

Recent attempts by several big tech companies to create their own currencies, such as Facebook''s Libra, have drawn attention to monetary innovations. The case offers important insights for this debate by engaging with the wave of monetary innovation and entrepreneurship triggered by the unemployment and economic distress of the Great Depression in the 1930s. Through the vantage point of one of the most successful community currencies of the .....more

Students engagement in their learning process drives better performance and higher information retention. The use of Instagram in the classroom has revealed as a new tool to boost engagement and facilitate learning. Instagram differentiates from other social media for prioritizing visual content, in particular photos and videos. Because it is very popular with the younger generation -- 71% of its active users are under the age of 35 - it is an engaging .....more