Many companies have scrambled into cyberspace look-ing for broader markets, increased efficiencies, and lower costs. But doing busi-ness on the Internet can be frustring and even unprofitable. Why?

HBR Case Study. As major changes swept through the health care industry, Lexington Labs was a drift. Chief operating offi-cer David Martin knew that the drug company's strategy of having decentralized foreign offices was no longer working now that its representatives had to answer tough questions from government officials and hospital administrators.

Manager's Tool Kit. Every product has more attributes than meet the eye, but companies and customers are not always conscious of just what those attributes are.