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- Faculty Publications (48)
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- All HBS Web (98)
- Faculty Publications (48)
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
According to a new book by Harvard Business School's Ranjay Gulati, it is customer-centric firms—those with a so-called outside-in perspective—that are most resilient during turbulent markets. An outside-in perspective means that...
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- 06 Feb 2020
- Research & Ideas
What We Learned from Reading Jeff Bezos’ Patents
previously in our analysis of his Amazon shareholder letters. 4. Jeff Bezos’ patents are customer-centric For a more granular look at Bezos’ inventions, we performed a word frequency analysis using the abstracts of his patents. The top...
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- 20 Dec 2022
- Op-Ed
Employee Feedback: The Key to Retention During the Great Resignation
aligned with its strategic performance goals and its human and customer-centric values. Because managers at all levels are held accountable for implementing and maintaining this governance and learning system, it becomes embedded in the...
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by Michael Beer
- 07 Apr 2022
- Blog Post
Product Management at HBS: Roll Up Your Sleeves and Learn by Doing
This customer-centric approach and entrepreneurial mindset immediately had me hooked so I began searching for opportunities to do more. Learning by Doing. Professor Perri encouraged me to roll up my sleeves and start getting my hands...
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- 24 Jan 2011
- HBS Case
Terror at the Taj
with Ruth Page and David Habeeb of the HBS Educational Technology Group, Terror at the Taj Bombay: Customer-Centric Leadership documents the bravery and resourcefulness shown by rank-and-file employees during the siege. Video interviews...
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- Person Page
Full Biography
By: Rohit Deshpande
Rohit Deshpandé is Sebastian S. Kresge Professor of Marketing at Harvard Business Schoolwhere he currently teaches in the Owner/President Management Program and in other executive education offerings. He has also taught global branding, international marketing, and... View Details
- Web
Departments - Employment
disciplined individuals. Attributes of Successful Staff Members Customer-centric Detail-oriented Articulate Good listeners Flexible Collaborative Entrepreneurial Accountable Goal-oriented Recent Changes in External Relations The Alumni...
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- 29 Jan 2021
- Op-Ed
How Influencers, Celebrities, and FOMO Can Win Over Vaccine Skeptics
vaccination efforts. In contrast to the product-centric view employed to develop and distribute the vaccines, the shots-in-arms problem of convincing people to be vaccinated requires patient- or customer-centric solutions. [div...
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- 30 Nov 2016
- What Do You Think?
How Do Leaders Manage the Tension Between Pride and Arrogance?
example, Jaime M said, “What you define as pride would be better stated as humility, a customer-centric focus as opposed to an organization driven focus. You can build pride around humility and it will be tempered in a positive way that...
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by James Heskett
- Web
Women in Leadership, Legacy, and Global Equity: A Conversation with HBS Alumnae Selena Cuffe and Janelle James - Blog: RaGE Report
seen as a pain point. What Dr. Richardson Gosline shared was ‘good friction,’ [which represents] a critical opportunity for human input, a more customer-centric approach---given 100% automated systems can be harmful, particularly for...
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- 01 Jun 2020
- What Do You Think?
Will Challenged Amazon Tweak Its Retail Model Post-Pandemic?
perform, customers notice. Marketing roulette For example, those who use Amazon’s Subscribe & Save service to preschedule periodic deliveries at a discount, may believe they deserve preferential treatment from this customer-centric...
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- Web
Managing Customers for Growth - Course Catalog
— that enable them to grow customers profitably. This course focuses on how customer-centric firms achieve customer growth. In doing so, we will explore the fundamentals of customer-based valuation, analyze firms’ strategies for customer...
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- 11 Oct 2016
- Blog Post
Why We Recruit: HelloFresh
genuine passion for food and a very customer-centric mindset. What recruiting tactics have you found most successful in engaging with students and/or alumni at HBS?On-campus interviews is what we find most successful. We love investing...
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Consumer Products / Retail
- 01 Mar 2017
- Blog Post
What You Need to Know about the Latino Student Organization
Prior to HBS, Karla Mendez was working as a management consultant in the Silicon Valley, focused on customer-centric engagements for technology clients. She wanted to pursue an MBA to hone her leadership skills, develop more confidence in...
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- 16 Oct 2019
- Research & Ideas
Read Our Most Popular Stories of the Quarter
great customer service is no longer the responsibility of just one department. Creating the customer-centric organization. (12,182 visits) What Machine Learning Teaches Us about CEO Leadership Style Researchers use machine-learning to...
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by Sean Silverthorne
- Web
Katia Walsh | About
tech capabilities. With 20+ years of experience, she’s led Digital and Customer-Centric transformations across multiple industries and countries around the world. In her HBS role, Katia is building a team of business-focused data...
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- Profile
Fumi Tamaki
industry as the ideal opportunity to gain a more customer-centric business experience. “In addition to the formal services,” Fumi says, “there are club events, conferences, speakers – so many useful places to gather information about...
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- 11 Jul 2006
- First Look
First Look: July 11, 2006
large or small); and what changes to make to pricing terms and product features. Purchase this case:http://harvardbusinessonline.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=806188 Best Buy Co., Inc.: Customer-Centricity Rajiv Lal,...
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Sean Silverthorne
- 07 Jul 2020
- Research & Ideas
Market Investors Pay More for Resilient Companies
The steep market drop in the early days of the COVID-19 crisis is being used as a laboratory to study the importance of companies investing in stakeholder relations with their employees, suppliers, and customers, and how those investments could be strategic resources...
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- 05 Apr 2011
- First Look
First Look: April 5
to balance its Chinese heritage claims with claims of modernity. The China skin care market is growing extraordinarily fast. Is that an asset or a liability? Purchase this case:http://cb.hbsp.harvard.edu/cb/product/511051-PDF-ENG Terror at the Taj Bombay: View Details
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Sean Silverthorne