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Published by:
Harvard Business Publishing (2020)
11 August 2020
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24 pages
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In the first half of 2020, worldwide lockdowns caused by the COVID-19 pandemic brought explosive growth to the Zoom Video Communications platform, as people replaced in-person work and social events with videoconferencing. Months into the pandemic, CEO Eric Yuan reflects on his company's newly central role in society, and considers how to leverage the platform's broad adoption into sustainable future growth. The case also discusses Zoom's internal culture - which prioritized employee and customer happiness - as well how both the company and its customers faced the transition to remote work.


Communication; Crisis management; Employee beliefs; Entrepreneurship; Information technology; Innovation; Leadership; Organizational culture; Software development; Strategy; Technology; Technology adoption lifecycle; Total customer value; Transformations; Value chains
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