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Show Results For
-
All HBS Web
(2,358)
- People (2)
- News (342)
- Research (1,621)
- Events (3)
- Multimedia (3)
- Faculty Publications (828)
- Research Summary
How to Manage Customers for Increased Profits and Customer Satisfaction
By: Frances X. Frei
For many service firms, the customer plays an important role in contributing to the cost and/or quality of the service. This is very different than many manufacturing contexts, for example, where the firm has virtually complete control over product cost and quality. ...
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- 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).
- 21 Oct 2010
- News
Profiting from sexism
- 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.
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- May 2021
- Teaching Note
BlackRock: Linking Purpose to Profit
Teaching Note for HBS Case No. 120-042
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- July 1981
- Background Note
Managing against Expectations (A): An Introduction to Profit Variance Analysis
Christenson, Charles. "Managing against Expectations (A): An Introduction to Profit Variance Analysis." Harvard Business School Background Note 182-013, July 1981.
- 28 Sep 2011
- Research & Ideas
The Profit Power of Corporate Culture
concept," he says. "Its impact on profit can be measured and quantified." Heskett finds that as much as half of the difference in operating profit between organizations can be attributed to...
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Keywords:
by Sean Silverthorne
- 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.)
- 03 Oct 2011
- Research & Ideas
Transforming Manufacturing Waste into Profit
It's been said that "one man's trash is another man's treasure." HBS Assistant Professor Deishin Lee, however, has taken that old adage a step further in her recent working paper Turning Waste into By-Product by showing how it's possible for companies to turn...
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- 2014
- Other Teaching and Training Material
Marketing Reading: Customer Management
By: Sunil Gupta
This Reading on customer management sheds light on how companies should evaluate and manage their customers in order to grow profitably. Customer management allows marketing managers to inform investment decisions by drilling down into each customer's profitability or...
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Keywords:
Customer Acquisition;
Customer Churn;
Customer Profitability Analysis;
Customer Retention;
Firm Value;
Organizational Structure
Gupta, Sunil. "Marketing Reading: Customer Management." Core Curriculum Readings Series. Boston: Harvard Business Publishing 8162, 2014.
- January 2021 (Revised March 2021)
- Case
Jumia's Path to Profitability
By: Ramon Casadesus-Masanell, Pippa Tubman Armerding and Gamze Yucaoglu
The case opens in September 2019 as Sacha Poignonnec and Jeremy Hodara, co-founders and co-CEOs of Jumia, the leading Pan-African e-commerce platform, are contemplating the company’s path to profitability in the aftermath of a fragile investor sentiment, as the company...
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Keywords:
Retail;
Business Models;
Business Model;
Business Startups;
Emerging Markets;
For-Profit Firms;
Strategy;
Digital Platforms;
Information Technology;
Technology Adoption;
Value Creation;
Globalization;
Entrepreneurship;
Competition;
Expansion;
Logistics;
Profit;
Resource Allocation;
Diversification;
Corporate Strategy;
Retail Industry;
Technology Industry;
Africa
Casadesus-Masanell, Ramon, Pippa Tubman Armerding, and Gamze Yucaoglu. "Jumia's Path to Profitability." Harvard Business School Case 721-355, January 2021. (Revised March 2021.)
- March 2006 (Revised September 2006)
- Case
Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel
By: Dennis Campbell, Francisco de Asis Martinez-Jerez, Marc Epstein and Joshua Bellin
The MGM Grand Hotel in Las Vegas had detailed information on loyal gaming customers, but could its information systems also be tailored to nongaming customers? As the nongaming business sectors became increasingly profitable both at the MGM Grand and in Las Vegas...
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Keywords:
Games, Gaming, and Gambling;
Customer Relationship Management;
Customer Value and Value Chain;
Entertainment and Recreation Industry;
Accommodations Industry;
Nevada
Campbell, Dennis, Francisco de Asis Martinez-Jerez, Marc Epstein, and Joshua Bellin. "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel." Harvard Business School Case 106-029, March 2006. (Revised September 2006.)
- 25 Feb 2020
- News
Profits and Purpose
students have a 35- or 40-year career in front of them, and we have a duty to prepare them for the competitive landscape in their careers. My hypothesis is that it is going to be a very different world, where natural capital and social capital are going to be priced...
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Keywords:
Jen McFarland Flint
- 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.
- December 1997 (Revised May 2017)
- Teaching Note
Kidder, Peabody & Co.: Creating Elusive Profits
By: Robert Simons and Antonio Dávila
Teaching Note for (9-197-038).
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- Article
181 Top CEOs Have Realized Companies Need a Purpose Beyond Profit
By: Claudine Gartenberg and George Serafeim
On August 19, 2019, the Business Roundtable (BR) issued a memo entitled “Statement on the Purpose of a Corporation.” The Business Roundtable, one of the most preeminent business lobbies in the United States, includes 192 CEOs of leading U.S. companies from Apple to...
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Keywords:
Purpose;
Corporate Purpose;
Stakeholder Management;
CEO;
Mission and Purpose;
Business and Stakeholder Relations;
Strategy
Gartenberg, Claudine, and George Serafeim. "181 Top CEOs Have Realized Companies Need a Purpose Beyond Profit." Harvard Business Review (website) (August 20, 2019).
- 19 Jan 2017
- News
Finding Purpose in Profit
expanding her focus to principles as well as profits has enabled her to become more the person she hoped to be when growing up. “I’m sure some measure of feeling abandoned—by my mom through death, by my dad through sadness and alcoholism,...
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- July 2005 (Revised January 2011)
- Case
Understanding Customer Profitability at Charles Schwab
By: Francisco de Asis Martinez-Jerez
Charles Schwab is transforming into a customer-centric organization. Central to this cultural and organizational change is the utilization of customer profitability at different decision-making levels. Examines several technical aspects of the ABC cost system, as well...
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Keywords:
Organizational Change and Adaptation;
Motivation and Incentives;
Customer Relationship Management;
Customer Value and Value Chain;
Activity Based Costing and Management;
Decision Making;
Organizational Culture;
Profit;
Performance Evaluation;
Budgets and Budgeting
Martinez-Jerez, Francisco de Asis. "Understanding Customer Profitability at Charles Schwab." Harvard Business School Case 106-002, July 2005. (Revised January 2011.)
- 08 Aug 2005
- Research & Ideas
A Balanced Scorecard Approach To Measure Customer Profitability
expecting that the margin from a comprehensive set of services will transform the customer into a profitable relationship. Figure 1 shows how one insurance company managed its customer relationships once it...
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by Robert S. Kaplan
- July 2010 (Revised December 2011)
- Background Note
Marketing Analysis Toolkit: Pricing and Profitability Analysis
By: Thomas J. Steenburgh and Jill Avery
Pricing is one of the most difficult decisions marketers make and the one with the most direct and immediate impact on the firm's financial position. This toolkit will introduce the fundamental terminology and calculations associated with pricing and profitability...
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Keywords:
Forecasting and Prediction;
Price;
Profit;
Management Analysis, Tools, and Techniques;
Marketing Strategy;
Demand and Consumers;
Measurement and Metrics;
Strategic Planning;
Mathematical Methods;
Retail Industry
Steenburgh, Thomas J., and Jill Avery. "Marketing Analysis Toolkit: Pricing and Profitability Analysis." Harvard Business School Background Note 511-028, July 2010. (Revised December 2011.)