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Show Results For
-
All HBS Web
(2,446)
- People (3)
- News (399)
- Research (1,661)
- Events (10)
- Multimedia (6)
- Faculty Publications (652)
- 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...
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by Robert S. Kaplan & David P. Norton
- October 2001 (Revised October 2017)
- Case
Pilgrim Bank (A): Customer Profitability
By: Frances X. Frei and Dennis Campbell
Provides a context in which students can explore managerial decision making that is critically informed by data analysis. The setting is a retail bank and the decision making relates to the bank's policy toward online banking. The management team is evaluating whether...
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Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (A): Customer Profitability." Harvard Business School Case 602-104, October 2001. (Revised October 2017.)
- October 1993 (Revised August 1996)
- Background Note
Forecasting with Regression Analysis
Provides an example of regression in one of its most important roles. Relating probabilistic forecasts based on past data to decision analysis.
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Keywords:
Management Analysis, Tools, and Techniques;
Analytics and Data Science;
Forecasting and Prediction;
Mathematical Methods
Schleifer, Arthur, Jr. "Forecasting with Regression Analysis." Harvard Business School Background Note 894-007, October 1993. (Revised August 1996.)
- 04 Mar 2002
- Research & Ideas
Don’t Lose Money With Customers
systems are designed to track profitability only at the market and segment levels. Consequently, many managers are often forced to make important customer decisions based on hunches and imprecise...
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by Peter K. Jacobs
- February 2024 (Revised February 2024)
- Teaching Note
Travelogo: Understanding Customer Journeys
By: Eva Ascarza and Ta-Wei Huang
Teaching Note for HBS Exercise 524-044. The exercise aims to teach students about 1) Customer Segmentation; and 2) constructing buying personas, 3) Get actionable insights from clickstream data.
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- 27 Jul 2011
- Research & Ideas
Customer Loyalty Programs That Work
understanding about what brands matter to consumers," says Alvarez. "So if consumers are switching brands, or buying based on promotions, you can drive the customer to your own label."...
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- January 1995 (Revised October 1995)
- Case
Citibank: Global Customer Management
By: Michael Y. Yoshino and Thomas W. Malnight
Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets and regions, varying from autonomous national affiliates to an industry/product-based structure in its domestic U.S....
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Keywords:
Customer Focus and Relationships;
Global Range;
Cross-Cultural and Cross-Border Issues;
Multinational Firms and Management;
SWOT Analysis;
Emerging Markets;
Banking Industry;
United States
Yoshino, Michael Y., and Thomas W. Malnight. "Citibank: Global Customer Management." Harvard Business School Case 395-142, January 1995. (Revised October 1995.)
- December 2022
- Technical Note
Risks and Opportunities from the Transition to a Low Carbon Economy: A Business Analysis Framework
By: George Serafeim
The transition to a low carbon economy introduces many risks and opportunities for businesses. Risks emerge from regulatory actions, such as carbon taxes and cap and trade systems, technological innovation that develop alternatives for customers making existing...
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Keywords:
Risk Assessment;
Opportunities;
Environmental Sustainability;
Carbon Footprint;
Risk Management;
Competitive Dynamics;
Business Analysis;
Climate Change;
Accounting;
Finance;
Valuation;
Business and Shareholder Relations;
Technological Innovation;
Transition;
Product Positioning;
Renewable Energy;
Analysis
Serafeim, George. "Risks and Opportunities from the Transition to a Low Carbon Economy: A Business Analysis Framework." Harvard Business School Technical Note 123-014, December 2022.
- 16 Jan 2006
- Research & Ideas
What Customers Want from Your Products
understand each of these dimensions, then they can design a product that's precisely targeted to the job. In other words, the job, not the customer, is the fundamental unit of analysis for a marketer who hopes to develop products that...
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- November 2011 (Revised August 2012)
- Background Note
Customer Discovery and Validation for Entrepreneurs
By: Frank V. Cespedes, Thomas Eisenmann and Steven G. Blank
Provides practical guidelines for conducting market research to explore and validate demand for entrepreneurial offering. Explains how the research objectives of entrepreneurs might differ from those relevant to managers evaluating product or service offerings to...
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Cespedes, Frank V., Thomas Eisenmann, and Steven G. Blank. "Customer Discovery and Validation for Entrepreneurs." Harvard Business School Background Note 812-097, November 2011. (Revised August 2012.)
- June 2013
- Case
Olympic Rent-A-Car U.S.: Customer Loyalty Battles
By: John Deighton and James T. Kindley
The marketing and operations managers for Olympic Rent-A-Car meet to decide how to respond to changes in the loyalty rewards program at the market-leading competitor. The competitor's program gives awards based on dollars spent instead of days rented and eliminates...
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Keywords:
Customer Relationship Management;
Competitive Strategy;
Marketing;
Operations;
Auto Industry;
Service Industry
Deighton, John, and James T. Kindley. "Olympic Rent-A-Car U.S.: Customer Loyalty Battles." Harvard Business School Brief Case 913-568, June 2013.
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
"It doesn't happen overnight. Based on my observation of companies for almost a decade, I map out four levels that exemplify distinct stages through which companies may evolve on this journey." In our e-mail Q&A, we asked...
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- 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.)
- February 2003 (Revised March 2007)
- Case
Internet Customer Acquisition Strategy at Bankinter
By: Francisco de Asis Martinez-Jerez, V.G. Narayanan and Lisa Brem
Bankinter, a relatively small Spanish bank, has a large presence as an Internet financial services provider. Leading the way to profitability through the Internet will give Bankinter a major competitive advantage over the larger, more established Spanish banks. Ann...
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Keywords:
Customer Relationship Management;
Internet and the Web;
Activity Based Costing and Management;
Customer Value and Value Chain;
Banks and Banking;
Banking Industry;
Spain
Martinez-Jerez, Francisco de Asis, V.G. Narayanan, and Lisa Brem. "Internet Customer Acquisition Strategy at Bankinter." Harvard Business School Case 103-021, February 2003. (Revised March 2007.)
- 25 Jul 2005
- Research & Ideas
An Organization Your Customers Understand
to solve the organization structure problem. The solution will be derived through analysis of the first of our four Cs: customer definition. Using an "outside-in" approach, we will start by...
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by Robert Simons
- 16 Nov 2016
- Research & Ideas
Turning One Thousand Customers into One Million
First 1,000 Customers, we explored how these two-sided platforms got their start and attracted a significant number of early adopters based on a Harvard Business School case that professor Teixeira wrote with Morgan Brown. “Airbnb...
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- 2015
- Working Paper
Service Quality, Inventory and Competition: An Empirical Analysis of Mobile Money Agents in Africa
By: Karthik Balasubramanian and David F. Drake
The use of electronic money transfer through cellular networks ("mobile money") is rapidly increasing in the developing world. The resulting electronic currency ecosystem could improve the lives of the estimated 2 billion people who live on less than $2 a day by...
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Keywords:
Operations Strategy;
Base Of The Pyramid;
Mobile Money;
Inventory Management;
Competition;
Currency;
Service Operations;
Mobile and Wireless Technology
Balasubramanian, Karthik, and David F. Drake. "Service Quality, Inventory and Competition: An Empirical Analysis of Mobile Money Agents in Africa." Harvard Business School Working Paper, No. 15-059, January 2015. (Revised October 2015.)
- 16 Aug 2010
- Lessons from the Classroom
HBS Introduces Marketing Analysis Tools for Managers
decisions? A: Calculating CLV allows managers to identify opportunities for growing the value of their customer portfolio. CLV can guide segmentation and targeting analysis to decide which View Details
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by Sarah Jane Gilbert
- June 1985 (Revised December 2002)
- Background Note
Basic Ratio Analysis and Equity Valuation
By: David F. Hawkins
Describes the use of common financial ratios to analyze a firm's performance and financial condition. Discusses fundamentals of equity valuation. Based on an earlier note by the same author.
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Hawkins, David F. "Basic Ratio Analysis and Equity Valuation." Harvard Business School Background Note 185-149, June 1985. (Revised December 2002.)
- 21 Apr 2008
- Research & Ideas
The New Math of Customer Relationships
in as personal and amiable a way as possible, asks 10,000 customers to close their accounts every month. It's important to point out that this is out of a current base of about 6.5 million View Details
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by Sean Silverthorne