Filter Results
:
(3,802)
Show Results For
-
All HBS Web
(3,802)
- People (1)
- News (629)
- Research (2,690)
- Events (5)
- Multimedia (5)
- Faculty Publications (1,642)
Show Results For
-
All HBS Web
(3,802)
- People (1)
- News (629)
- Research (2,690)
- Events (5)
- Multimedia (5)
- Faculty Publications (1,642)
- November 2015 (Revised February 2016)
- Case
Allianz Turkey: Focus on the Customer (A)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost...
View Details
Keywords:
Service Excellence;
Customer Experience;
Customer Service;
Emerging Market;
Customer Focus;
Net Promoter Score;
Customer Relationship Management;
Competition;
Leading Change;
Service Operations;
Emerging Markets;
Customer Satisfaction;
Insurance Industry;
Turkey
Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (A)." Harvard Business School Case 316-093, November 2015. (Revised February 2016.)
- November 2015 (Revised February 2016)
- Supplement
Allianz Turkey: Focus on the Customer (B)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost...
View Details
Keywords:
Service Excellence;
Customer Experience;
Customer Service;
Emerging Market;
Customer Focus;
Net Promoter Score;
Customer Relationship Management;
Competition;
Leading Change;
Service Operations;
Emerging Markets;
Customer Satisfaction;
Insurance Industry;
Turkey
Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (B)." Harvard Business School Supplement 316-094, November 2015. (Revised February 2016.)
- January 2024 (Revised February 2024)
- Course Overview Note
Managing Customers for Growth: Course Overview for Students
By: Eva Ascarza
Managing Customers for Growth (MCG) is a 14-session elective course for second-year MBA students at Harvard Business School. It is designed for business professionals engaged in roles centered on customer-driven growth activities. The course explores the dynamics of...
View Details
Keywords:
Customer Relationship Management;
Decision Making;
Analytics and Data Science;
Growth Management;
Telecommunications Industry;
Technology Industry;
Financial Services Industry;
Education Industry;
Travel Industry
Ascarza, Eva. "Managing Customers for Growth: Course Overview for Students." Harvard Business School Course Overview Note 524-032, January 2024. (Revised February 2024.)
- April 1998
- Teaching Note
Managing Customers for Profits (TN)
By: Das Narayandas
Teaching Note for (8249) and (8257).
View Details
- May 2005
- Class Lecture
Managing Markets, Segments, and Customers
By: Das Narayandas
Narayandas, Das. "Managing Markets, Segments, and Customers." Harvard Business School Class Lecture 505-079, May 2005.
- 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...
View Details
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).
- August 2002 (Revised February 2018)
- Teaching Note
Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan
Teaching Note for 102-043 and 102-072.
View Details
- March 2017
- Exercise
Designing Transformational Customer Experiences
By: Stefan Thomke
Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer...
View Details
Keywords:
Customer Experience;
Exercise;
Learning By Doing;
LEGO;
Storytelling;
Customer Satisfaction;
Design;
Innovation and Management;
Transformation;
Service Delivery
Thomke, Stefan. "Designing Transformational Customer Experiences." Harvard Business School Exercise 617-051, March 2017.
- October 2023 (Revised February 2024)
- Supplement
Managing Customer Retention at Teleko
By: Eva Ascarza and Ta-Wei Huang
- March 2003
- Background Note
Managing a Customer Relationship Over Time
By: Das Narayandas
Describes the different ways in which vendors can sell a portfolio of products to industrial customers.
View Details
- August 2002
- Article
Seven Barriers to Customer Equity Management
By: D. Bell, J. Deighton, W. J. Reinartz, R. T. Rust and G. Swartz
Bell, D., J. Deighton, W. J. Reinartz, R. T. Rust, and G. Swartz. "Seven Barriers to Customer Equity Management." Journal of Service Research 5, no. 1 (August 2002): 77–85.
- 06 Jul 2020
- News
The Right Way to Manage Churn for Maximum Profit
- April 2006
- Background Note
Informing Service Management with Customer Data
By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in...
View Details
Keywords:
Decision Making;
Design;
Analytics and Data Science;
Service Operations;
Mathematical Methods;
Value
Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
- November 2004
- Article
Linking Customer Management Effort to Customer Profitability in Industrial Markets
By: Douglas Bowman and Das Narayandas
Bowman, Douglas, and Das Narayandas. "Linking Customer Management Effort to Customer Profitability in Industrial Markets." Journal of Marketing Research (JMR) 41, no. 4 (November 2004).
- Article
How B2B Companies Can Win Back Customers They've Lost
By: Frank V. Cespedes and León Poblete
Most research and training in sales focus on acquiring new customers. But winning back previous customers is increasingly important: mergers, choice in supply chains, and uncertainty about trade wars mean that B2B customers are constantly re-evaluating relationships...
View Details
Cespedes, Frank V., and León Poblete. "How B2B Companies Can Win Back Customers They've Lost." Harvard Business Review (website) (June 3, 2019).
- March 13, 2023
- Article
Sales Teams Need to Stop Focusing on the Customer Funnel
Understanding where customers are, how they navigate streams in your market, and how to interact with them in a given stream is now central to crafting a good customer experience, and that has implications. Among other things, companies need to shift from thinking...
View Details
Keywords:
Customer Experience;
Customer Value and Value Chain;
Customer Relationship Management;
Consumer Behavior
Cespedes, Frank V. "Sales Teams Need to Stop Focusing on the Customer Funnel." Harvard Business Review (website) (March 13, 2023).
- July – August 1996
- Article
Manage Marketing by the Customer Equity Test
By: Robert C. Blattberg and J. A. Deighton
Blattberg, Robert C., and J. A. Deighton. "Manage Marketing by the Customer Equity Test." Harvard Business Review 74, no. 4 (July–August 1996): 136–144.
- March 2018
- Article
In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions
By: Eva Ascarza, Scott A. Neslin, Oded Netzer, Zachery Anderson, Peter S. Fader, Sunil Gupta, Bruce Hardie, Aurelie Lemmens, Barak Libai, David T. Neal, Foster Provost and Rom Schrift
In today’s turbulent business environment, customer retention presents a significant challenge for many service companies. Academics have generated a large body of research that addresses part of that challenge—with a particular focus on predicting customer churn....
View Details
Ascarza, Eva, Scott A. Neslin, Oded Netzer, Zachery Anderson, Peter S. Fader, Sunil Gupta, Bruce Hardie, Aurelie Lemmens, Barak Libai, David T. Neal, Foster Provost, and Rom Schrift. "In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions." Special Issue on 2016 Choice Symposium. Customer Needs and Solutions 5, nos. 1-2 (March 2018): 65–81.
- summer 2002
- Article
Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
Narayanan, V.G., and Lisa Brem. "Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group." Journal of Interactive Marketing 16, no. 3 (summer 2002): 76–98.
- Web
Managing Customers for Growth - Course Catalog
HBS Course Catalog Managing Customers for Growth Course Number 1965 Associate Professor Eva Ascarza Fall; Q2; 1.5 credits14 SessionsProjectQualifies for Management Science...
View Details