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Show Results For
-
All HBS Web
(3,493)
- People (5)
- News (625)
- Research (2,407)
- Events (5)
- Multimedia (4)
- Faculty Publications (1,325)
- January–February 2018
- Article
Some Customers Would Rather Leave Without Saying Goodbye
By: Eva Ascarza, Oded Netzer and Bruce G.S. Hardie
We investigate the increasingly common business setting in which companies face the possibility of both observed and unobserved customer attrition (i.e., “overt” and “silent” churn) in the same pool of customers. This is the case for many online-based services where...
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Keywords:
Churn;
Retention;
Attrition;
Customer Base Analysis;
Hidden Markov Models;
Latent Variable Models;
Customer Relationship Management;
Consumer Behavior
Ascarza, Eva, Oded Netzer, and Bruce G.S. Hardie. "Some Customers Would Rather Leave Without Saying Goodbye." Marketing Science 37, no. 1 (January–February 2018): 54–77.
- Article
Putting the 'Relationship' Back into CRM
By: Susan Fournier and Jill Avery
Many managers think that the way to capture value through relationship marketing is to focus on the 'good' customers and get rid of the 'bad' ones. But there is a lot more to best practice relationship management than maximizing revenues on individual customers and...
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Keywords:
Marketing;
CRM;
Customer Relationship Management;
Brand Building;
Brand Management;
Customer Lifetime Value;
Customer Focus and Relationships;
Customer Satisfaction;
Marketing Strategy;
Brands and Branding;
Consumer Products Industry
Fournier, Susan, and Jill Avery. "Putting the 'Relationship' Back into CRM." MIT Sloan Management Review 52, no. 3 (Spring 2011): 63–72.
- 2010
- Simulation
Marketing Simulation: Managing Segments and Customers
By: Das Narayandas
In this single-player simulation, students assume the position of CEO of a medical motor manufacturer and are tasked with executing a successful business-to-business marketing strategy over a period of twelve fiscal quarters. Students determine all aspects of the...
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Keywords:
Marketing Strategy;
Salesforce Management;
Distribution Channels;
Price;
Product Positioning;
Customer Relationship Management;
Profit;
Revenue;
Cost vs Benefits;
Policy;
Manufacturing Industry
Narayandas, Das. "Marketing Simulation: Managing Segments and Customers." Simulation and Teaching Note. Harvard Business Publishing, 2010. Electronic.
- Research Summary
Consumer's Relationships with Technologies
Susan M. Fournier is involved with two lines of research investigating consumers' relationships with technological products. The first project (with Professor David Mick of the University of Wisconsin) concerns 'everyday technologies' such as... View Details
- September 2015 (Revised March 2017)
- Technical Note
FIELD Global Immersion: Developing Customer Empathy
By: Jill Avery
The Design Thinking process begins with empathizing with potential customers. Empathizing, being aware of, interpreting, and understanding the thoughts of others, as well as being able to vicariously experience them oneself, requires the careful and deliberate study of...
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- Fast Answer
Supply chain relationships
Bloomberg, Capital IQ and FactSet report current and recent supply chain relationships (customers, suppliers, and strategic partners)....
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- Research Summary
Understanding Customers
In conventional business case studies, protagonists almost never have the option of stepping back to seek a new understanding of the customer. But to be effective in practice, managers need both the self-assurance and ability to initiate and pursue, with rigor and...
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- 21 Aug 2019
- Working Paper Summaries
Improving Customer Compatibility with Operational Transparency
- 06 Nov 2017
- News
Smart Leaders Focus on Execution First and Strategy Second
- March 2016 (Revised February 2020)
- Teaching Note
Compass Group: The Ascension Health Decision
By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of...
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- 01 Sep 2013
- News
A Focus on You
To sweeten the deal, we have something big to offer in exchange. Beginning this month, HBS is launching a brand-new Alumni website, featuring personalized content delivery (based on your profession and unique interests), View Details
Keywords:
Colleges, Universities, and Professional Schools;
Colleges, Universities, and Professional Schools;
Colleges, Universities, and Professional Schools;
Colleges, Universities, and Professional Schools;
Colleges, Universities, and Professional Schools;
Colleges, Universities, and Professional Schools
- 07 Sep 2010
- News
Customers always know best
- January 2009 (Revised May 2009)
- Case
College Summit: Rethinking the Relationship Between Growth and Impact
By: Stacey M. Childress and Geoff Eckman Marietta
College Summit, a nonprofit organization "committed to the day when every student who can make it in college makes it to college," was faced with an important strategic decision. After growing rapidly at more than 30% a year for the last several years, founder and CEO,...
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Keywords:
Secondary Education;
Growth and Development Strategy;
Corporate Social Responsibility and Impact;
Mission and Purpose;
Organizational Change and Adaptation;
Nonprofit Organizations;
Education Industry
Childress, Stacey M., and Geoff Eckman Marietta. "College Summit: Rethinking the Relationship Between Growth and Impact." Harvard Business School Case 309-088, January 2009. (Revised May 2009.)
- 23 Jul 2001
- Research & Ideas
How Relationships are Building Biotech
relationships. Connection in meaningful relationships is essential to professional learning and development, she believes. Most scholars have tended to focus on careers as they...
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Keywords:
by Martha Lagace & Mallory Stark
- December 2014 (Revised February 2020)
- Case
Compass Group: The Ascension Health Decision
By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of...
View Details
Keywords:
Operations Strategy;
Sectorization;
Operational Focus;
Customer Compatibility;
Service Operations;
Service Delivery;
Operations;
Strategy;
Customer Focus and Relationships;
Service Industry;
Health Industry;
United States
Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Case 615-026, December 2014. (Revised February 2020.)
- May 2003
- Background Note
Customer Management Strategy in Business Markets
By: Das Narayandas
Describes in detail customer management strategies in business markets, including selection decisions, design and management of customer relationship strategies, monitoring the health of customer relations, and linking the vendors' customer management effort to...
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Keywords:
Customer Focus and Relationships;
Customer Relationship Management;
Decision Making;
Networks;
Customization and Personalization;
Manufacturing Industry
Narayandas, Das. "Customer Management Strategy in Business Markets." Harvard Business School Background Note 503-060, May 2003.
- 23 May 2012
- News
Start-Up Customer Service 101
- December 2020 (Revised January 2022)
- Supplement
Michael Ku and Global Clinical Supply at Pfizer Inc.: Bringing Hope to Patients (B)
By: Linda A. Hill and Emily Tedards
In 2011, Michael Ku became Pfizer’s Vice President of Global Clinical Supply (GCS) after the company had undergone three large-scale mergers and acquisitions. As Ku and his new leadership team set out to build a proactive, end-to-end, digital and physical clinical...
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Keywords:
Digital Technology;
Customer-centricity;
Innovation;
Customer Focus;
Talent;
Talent Management;
Leadership;
Innovation and Invention;
Transformation;
Organizational Culture;
Customer Focus and Relationships;
Change Management;
Talent and Talent Management;
Supply Chain;
Mission and Purpose
Hill, Linda A., and Emily Tedards. "Michael Ku and Global Clinical Supply at Pfizer Inc.: Bringing Hope to Patients (B)." Harvard Business School Supplement 421-037, December 2020. (Revised January 2022.)
- March 2009
- Article
Customer Experience Creation: Determinants, Dynamics and Management Strategies
By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience...
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Keywords:
Customer Focus and Relationships;
Business Strategy;
Growth and Development Strategy;
Retail Industry
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- Research Summary
Customer Management in Business-to-Business Markets
By: Das Narayandas
Das Narayandas is engaged in ongoing research on vendor firms' management of long-term customer relationships. The initial phase of his research involved identifying vendors that stood to benefit from long-term relationships with select sets of customers and... View Details