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All HBS Web
(3,450)
- People (5)
- News (611)
- Research (2,388)
- Events (5)
- Multimedia (4)
- Faculty Publications (1,309)
- 30 May 2023
- Research & Ideas
Can AI Predict Whether Shoppers Would Pick Crest or Colgate?
Companies have long poured time and money into surveying customers. Now, with new research showing artificial intelligence provides plenty of rich data about shopper preferences, could customer surveys...
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by Kristen Senz
- March 2024
- Supplement
Madrigal: Conducting a Customer-Base Audit
By: Eva Ascarza, Bruce Hardie, Peter S. Fader and Michael Ross
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an...
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- September–October 2020
- Article
Managing Churn to Maximize Profits
By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability or their responsiveness to a...
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Keywords:
Churn Management;
Defection Prediction;
Loss Function;
Stochastic Gradient Boosting;
Customer Relationship Management;
Consumer Behavior;
Profit
Lemmens, Aurelie, and Sunil Gupta. "Managing Churn to Maximize Profits." Marketing Science 39, no. 5 (September–October 2020): 956–973.
- September 2022
- Case
AllSpice: GitHub for Hardware Engineers
By: Jeffrey J. Bussgang and Mel Martin
AllSpice, a software-as-a-service company that built a GitHub-like revision control tool for hardware engineers, was in the midst of preparing for rapid scale when the 2022 market downturn left them with big decisions to make. Cofounder and CEO Valentina Ratner had to...
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Keywords:
Scaling;
SaaS;
Strategy;
Marketing;
Growth and Development Strategy;
Resource Allocation;
Customer Focus and Relationships;
Technology Industry;
Electronics Industry;
United States
Bussgang, Jeffrey J., and Mel Martin. "AllSpice: GitHub for Hardware Engineers." Harvard Business School Case 823-022, September 2022.
- 14 Apr 2015
- First Look
First Look: April 14
Publications April 2015 Routledge Strong Brands, Strong Relationships By: Fournier, Susan, Michael Breazeale, and Jill Avery Abstract—From the editorial team of the groundbreaking Consumer-Brand...
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Sean Silverthorne
- 01 Feb 1997
- News
Doing It Your Way
companies are springing to life up and down the virtual lanes of the Information Superhighway. As the use of color and moving pictures becomes routine, says Sahlman, Internet "stores" may well be able to...
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- April 2005 (Revised January 2006)
- Case
Protege Partners: The Capacity Challenge
In February 2005, Jeffrey Tarrant (HBS '85) and Ted Seides (HBS '99) considered their strategy for Protege Partners, founded in July 2002 as a fund of hedge funds (FOHF) specializing in small hedge funds. Protege's assets under management had grown to $1.1 billion, and...
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Keywords:
Organizational Change and Adaptation;
Business Growth and Maturation;
Investment Funds;
Financial Services Industry
Cohen, Randolph B., and Brian DeLacey. "Protege Partners: The Capacity Challenge." Harvard Business School Case 205-100, April 2005. (Revised January 2006.)
- September 1999 (Revised July 2006)
- Case
Juice Guys (A)
By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location.
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Keywords:
Entrepreneurship;
Product Launch;
Product Positioning;
Customer Relationship Management;
Consumer Behavior;
Commercialization;
Customer Satisfaction;
Food and Beverage Industry
Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
- February 2018
- Case
Redfin
By: Marco Di Maggio and Julia Kelley
Redfin, a technology-powered residential real estate brokerage, was founded in 2002 with the intention of using technology to disrupt the real estate industry. Over the next 15 years, Redfin made several changes to its business model. Initially, the company provided...
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- 03 Jun 2002
- Research & Ideas
How to Succeed With Your New Boss
Your new boss will have more impact than anyone else over whether you succeed or fail. Your boss establishes benchmarks for your success, interprets your actions for other key players, and controls resources you need. Building a...
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by Michael Watkins
- 19 Dec 2011
- Research & Ideas
Climbing the Great Wall of Trust
economy, it's getting more essential that global executives learn their way around Chinese cultural customs in order to be successful in that country. While every country has its version of the "old boys network" that defines...
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by Michael Blanding
- Research Summary
Family Business Management
John Davis is developing cases and other course materials on family business management for the Executive Education program Families in Business: From Generation to Generation, Families in Business/China, the Owner/President Management...
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- Web
Student Spotlight: 2023 HCC Co-Presidents Reflect on Their Time at HBS and the Current Health Care Systems - Blog: Health Supplement
relationship with the patient and is able to leverage that in leading change in the system as a whole. What experiences or faculty have had the most impact on you? I took nearly every healthcare course in...
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- June 2004 (Revised July 2005)
- Case
Procter & Gamble: Global Business Services
By: Thomas J. DeLong, Warren Brackin, Alex Cabanas, Phil Shellhammer and David L. Ager
Dave Walker, vice-president of business service opportunities and chairman of the governance team at Procter & Gamble, must decide what to do with P&G's 5,700 employee Global Business Services (GBS) group. GBS brought together internal services such as finance,...
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Keywords:
Business Units;
Change Management;
Decision Making;
Globalized Firms and Management;
Job Cuts and Outsourcing;
Organizational Design
DeLong, Thomas J., Warren Brackin, Alex Cabanas, Phil Shellhammer, and David L. Ager. "Procter & Gamble: Global Business Services." Harvard Business School Case 404-124, June 2004. (Revised July 2005.)
- January 2015 (Revised October 2018)
- Case
Nasty Gals Do It Better
By: David Collis, Diane Chang, Matthew Shaffer and Ashley Hartman
In 2006, Sophia Amoruso started Nasty Gal, an eBay boutique selling vintage clothes. With a strong sense of style and personality, Amoruso poured herself into building the brand and developing relationships with her customers—typically the slightly edgy 18–24 year old....
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Keywords:
Business Growth;
Brand Management;
Online Retail;
Clothing;
Apparel;
Expansion;
Growth and Development Strategy;
Brands and Branding;
Management;
Marketing Strategy;
Strategic Planning;
Social Media;
E-commerce;
Digital Marketing;
Apparel and Accessories Industry;
Apparel and Accessories Industry;
United States
Collis, David, Diane Chang, Matthew Shaffer, and Ashley Hartman. "Nasty Gals Do It Better." Harvard Business School Case 715-412, January 2015. (Revised October 2018.)
- 28 Apr 2003
- Research & Ideas
Supply Chain Risk: Deal With It
the key risk factors have developed from a pressure to enhance productivity, eliminate waste, remove supply chain duplication, and drive for cost improvement," says William L. Michels, CEO of consulting firm ADR North America, Ann...
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by David Stauffer
- October 2003
- Case
Merrill Lynch: Supernova
Supernova is the name given to a new way to manage client relationships that originated in the Merrill Lynch Indianapolis offices. During a trial period, Supernova generated very good results among financial advisers and their customers, but challenged the traditional...
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Keywords:
Organizational Change and Adaptation;
Customer Relationship Management;
Organizational Culture;
Financial Services Industry;
Indianapolis
Oliva, Rogelio, Roger H. Hallowell, and Gabriel R. Bitran. "Merrill Lynch: Supernova." Harvard Business School Case 604-053, October 2003.
- 01 Feb 1997
- News
Shaping the Future of Business: Entrepreneurial Evolution at HBS
that focus on entrepreneurship as an ongoing process, not just the launch of a new venture. Concurrently, he has developed a model of entrepreneurship that describes the process as "the pursuit of opportunity beyond resources currently...
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- 17 Jan 2008
- Research & Ideas
If Marketing Experts Ran Elections
effectiveness of commercial marketing. Most consumers have stronger relationships with brands like Starbucks (the "third place" after home and work) than with their elected representatives or the...
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by John A. Quelch
- June 2014
- Case
Making Progress at IDEO
By: Teresa M. Amabile and Katrina Flanagan
This case focuses on different types of client relationships at IDEO, the value of these relationships for IDEO and clients, and the implications for IDEO designers' everyday experience of work. As new types of client work have shifted away from the more classic design...
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Keywords:
Organizational Change and Adaptation;
Motivation and Incentives;
Employees;
Customer Focus and Relationships;
Service Industry
Amabile, Teresa M., and Katrina Flanagan. "Making Progress at IDEO." Harvard Business School Case 814-123, June 2014.