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- May 1996 (Revised November 2018)
- Case
Ecolab, Inc.
By: Ashish Nanda
By 1993, Ecolab has established a dominant market position in the institutional cleaning industry. As the company’s principal competitor, Diversify, drives sales aggressively, Ecolab president Al Schuman faces a choice about how best to market Ecolab’s offerings....
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Keywords:
Customer Relationship Management;
Employees;
Retention;
Marketing Strategy;
Risk Management;
Service Industry
Nanda, Ashish. "Ecolab, Inc." Harvard Business School Case 396-371, May 1996. (Revised November 2018.)
- August 1995 (Revised October 1996)
- Case
IDS Financial Services (Condensed)
By: John A. Deighton
Highlights the decision that must be made on balancing customer acquisition and retention and de-emphasizing the structural issues involved in administering the independent contractor sales force.
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Keywords:
Customers;
Customer Focus and Relationships;
Decisions;
Corporate Governance;
Salesforce Management;
Financial Services Industry
Deighton, John A. "IDS Financial Services (Condensed)." Harvard Business School Case 596-045, August 1995. (Revised October 1996.) (request a courtesy copy.)
- Forthcoming
- Article
Canary Categories
By: Eric Anderson, Chaoqun Chen, Ayelet Israeli and Duncan Simester
Past customer spending in a category is generally a positive signal of future customer spending. We show that there exist “canary categories” for which the reverse is true. Purchases in these categories are a signal that customers are less likely to return to that...
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Keywords:
Churn;
Churn Management;
Churn/retention;
Assortment Planning;
Retail;
Retailing;
Retailing Industry;
Preference Heterogeneity;
Assortment Optimization;
Customers;
Retention;
Consumer Behavior;
Forecasting and Prediction;
Retail Industry
Anderson, Eric, Chaoqun Chen, Ayelet Israeli, and Duncan Simester. "Canary Categories." Journal of Marketing Research (JMR) (forthcoming). (Pre-published online November 29, 2023.)
- Forthcoming
- Article
Improving Customer Compatibility with Tradeoff Transparency
By: Ryan W. Buell and MoonSoo Choi
Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run...
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- Research Summary
Managing Marketspace Service Interfaces
Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details
- Research Summary
Overview
By: Ryan W. Buell
From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening...
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Keywords:
Service Operations;
Customer Satisfaction;
Customer Retention;
Customer Behavior;
Operational Transparency;
Customer Compatibility;
Engagement;
Customers;
Decision Making;
Design;
Management;
Operations;
Quality;
Relationships;
Social Psychology;
Technology;
Value;
Banking Industry;
Service Industry;
Travel Industry;
Web Services Industry;
Retail Industry;
Food and Beverage Industry
- Research Summary
Overview
By: Eva Ascarza
Professor Ascarza’s research primarily focuses on providing researchers and marketers a better understanding of how to manage customer retention so as to reduce churn and increase firm’s profitability. She addresses these issues by building empirical models of customer...
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