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All HBS Web
(2,505)
- News (486)
- Research (1,693)
- Events (9)
- Multimedia (2)
- Faculty Publications (764)
- 16 Jan 2006
- Research & Ideas
What Customers Want from Your Products
Marketers have lost the forest for the trees, focusing too much on creating products for narrow demographic segments rather than satisfying needs. Customers want to "hire" a product to do a job, or, as legendary Harvard Business...
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- 06 Aug 2012
- Research & Ideas
Strategic Intelligence: Adapt or Die
corporate strategy, Wells has learned that the seeds of failure are often planted years before they sprout, and only by overcoming complacency and constantly adapting to the changing competitive environment can companies prosper in the long term. In a new book, View Details
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by Michael Blanding
- January 1991 (Revised January 1993)
- Case
Xerox Corp.: The Customer Satisfaction Program
In August 1990 the president and executive vice president of Xerox are reviewing the progress made on its customer satisfaction program. The emphasis placed on the program, the success of the program to date, and the drive to achieve the corporate goals of customer...
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Menezes, Melvyn A. "Xerox Corp.: The Customer Satisfaction Program." Harvard Business School Case 591-055, January 1991. (Revised January 1993.)
- June 2020
- Background Note
Customer Management Dynamics and Cohort Analysis
By: Elie Ofek, Barak Libai and Eitan Muller
The digital revolution has allowed companies to amass considerable amounts of data on their customers. Using this information to generate actionable insights is fast becoming a critical skill that firms must master if they wish to effectively compete and win in today’s...
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Keywords:
Cohort Analysis;
Customers;
Analytics and Data Science;
Segmentation;
Analysis;
Customer Value and Value Chain
Ofek, Elie, Barak Libai, and Eitan Muller. "Customer Management Dynamics and Cohort Analysis." Harvard Business School Background Note 520-122, June 2020.
- 14 Jul 2003
- Research & Ideas
Keeping Your Balance With Customers
price-based competition, an engineering company identified a market segment built on partnering with the customer, outsourcing and risk sharing. Its challenge was to migrate its customer base in this direction. The company's...
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by Robert S. Kaplan & David P. Norton
- 06 Jun 2016
- Research & Ideas
Skills and Behaviors that Make Entrepreneurs Successful
the successful management of all financial aspects of a business venture. Sales. Measures skills and behaviors needed to build an effective sales organization and sales channel that can successfully acquire, retain, and serve customers,...
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by HBS Working Knowledge
- Winter 2014
- Article
Strategic Decisions for Multisided Platforms
By: Andrei Hagiu
Multisided platforms such as eBay and Facebook create value by enabling interactions between two or more customer groups. But building and managing a winning platform isn’t easy.
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Hagiu, Andrei. "Strategic Decisions for Multisided Platforms." MIT Sloan Management Review 55, no. 2 (Winter 2014).
- 27 Jul 2011
- Research & Ideas
Customer Loyalty Programs That Work
encourage the continued patronage of customers. They allow retailers to gather data on customer behavior in order to decipher trends, appropriately reward loyalty, and influence shopping behavior. Loyalty...
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- May–June 2023
- Article
Unmasking Behaviors During the Pandemic with Video Analytics
By: Shunyuan Zhang, Kaiquan Xu and Kannan Srinivasan
In 2020, as the novel coronavirus spread globally, face masks were recommended in public settings to protect against and slow down viral transmission. People complied to varying extents, and their reactions may have been driven by a variety of psychological factors....
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Zhang, Shunyuan, Kaiquan Xu, and Kannan Srinivasan. "Unmasking Behaviors During the Pandemic with Video Analytics." Marketing Science 42, no. 3 (May–June 2023): 440–450.
- Teaching Interest
Leadership and Organizational Behavior (LEAD)
This first-year MBA course focuses on how managers become effective leaders by addressing the human side of enterprise. The first modules examine teams, individuals, and networks; the intermediate modules look at successful leaders "in action"; and the final...
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- June 2016
- Teaching Note
Filene's Basement: Inside a Fired Customer's Relationship
By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case...
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- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
Reorganize for Resilience: Putting Customers at the Center of Your Business (Harvard Business Press). Gulati, whose research explores leadership and strategic challenges for building high growth...
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- April 2019
- Case
Barber Cardiosystems
By: Ranjay Gulati and Paul S. Myers
Barber Cardiosystems, based in Melbourne, Australia, designs and manufactures therapeutic devices used for treatment of coronary conditions. Over four decades, it has grown to be among the top 200 medical device companies in the world. It competes against much larger...
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Keywords:
Organizational Behavior;
Strategic Alignment;
Cost Management;
Performance Productivity;
Organizational Culture;
Motivation and Incentives;
Organizational Design;
Strategy;
Leadership;
Medical Devices and Supplies Industry;
Australia
Gulati, Ranjay, and Paul S. Myers. "Barber Cardiosystems." Harvard Business School Brief Case 919-505, April 2019.
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical...
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Keywords:
Service Delivery;
Information Technology;
Customer Satisfaction;
Competition;
Cost;
Banks and Banking;
Behavior;
Market Transactions;
Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- 04 Mar 2002
- Research & Ideas
Don’t Lose Money With Customers
explored in this area of study. Still, their work so far makes clear the many opportunities that await companies willing to devote resources to this increasingly important aspect of marketing—and the pitfalls awaiting those that do not. "Proactively managing View Details
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by Peter K. Jacobs
- January 2002 (Revised November 2010)
- Case
Strategic Planning at NFTE
By: Allen S. Grossman and Daniel F. Curran
The National Foundation for Teaching Entrepreneurship (NFTE), is a successful nonprofit poised on the verge of explosive growth. The senior management contracted with McKinsey consultants to help guide the process. The founders of NFTE brought it from a small program...
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Keywords:
Entrepreneurship;
Growth and Development Strategy;
Growth Management;
Organizational Change and Adaptation;
Organizational Structure;
Partners and Partnerships;
Nonprofit Organizations
Grossman, Allen S., and Daniel F. Curran. "Strategic Planning at NFTE." Harvard Business School Case 302-002, January 2002. (Revised November 2010.)
- May 1997 (Revised March 1998)
- Case
Teradyne: Managing Strategic Change
By: Joseph L. Bower
Three cases deal with the introduction of a new product to Teradyne's line of semiconductor test equipment. This case provides historic and administrative background for the other two cases. Teradyne: The Aurora Project deals with the problems facing the head of a...
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Keywords:
Business Startups;
Change Management;
Business or Company Management;
Market Entry and Exit;
Product;
Problems and Challenges;
Competitive Strategy;
Corporate Strategy;
Technology
Bower, Joseph L. "Teradyne: Managing Strategic Change." Harvard Business School Case 397-113, May 1997. (Revised March 1998.)
- Web
Behavioral Finance & Financial Stability
Financial Sector More Info The Impact of Pensions and Insurance on Global Yield Curves By: Robin Greenwood & Annette Vissing-Jorgensen JUN 2018 In this NBER working paper, researchers from the Behavioral Finance and Financial Stability...
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- September 2020
- Article
Customer Supercharging in Experience-Centric Channels
By: David R. Bell, Santiago Gallino and Antonio Moreno
We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging” and...
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Keywords:
Retail Operations;
Marketing-operations Interface;
Omnichannel Retailing;
Experience Attributes;
Quasi-experimental Methods;
Operations;
Internet and the Web;
Marketing Channels;
Consumer Behavior;
Retail Industry
Bell, David R., Santiago Gallino, and Antonio Moreno. "Customer Supercharging in Experience-Centric Channels." Management Science 66, no. 9 (September 2020).
- 31 Jan 2020
- Video