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Show Results For
-
All HBS Web
(9,975)
- People (28)
- News (2,410)
- Research (5,566)
- Events (59)
- Multimedia (93)
- Faculty Publications (3,770)
- October 2000 (Revised December 2002)
- Background Note
Note on Customer Management
By: Das Narayandas
Describes a process for managing customers for profit.
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Narayandas, Das. "Note on Customer Management." Harvard Business School Background Note 501-044, October 2000. (Revised December 2002.)
- March 1997
- Background Note
Note on Customer Behavior
By: Gerald Zaltman
A review of selected key concepts that are useful for understanding customers. The importance of understanding customers is also discussed, along with a short description of new frontiers in the study of customer behavior.
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- 2012
- Chapter
Focusing on Strategy to Govern Effectively
Palepu, Krishna G. "Focusing on Strategy to Govern Effectively." In The Future of Boards: Meeting the Governance Challenges of the Twenty-First Century, edited by Jay W. Lorsch. Boston, MA: Harvard Business Review Press, 2012.
- 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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- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...
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Keywords:
Customer Compatibility;
Satisfaction;
Profitability;
Customer Relationship Management;
Service Operations;
Customer Satisfaction;
Banking Industry;
Retail Industry
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- 01 Jun 2000
- News
New York Club Focuses on Entrepreneurship
As interest in entrepreneurship grows, so too does the number of alumni events focused on this hot topic. The HBS Club of Greater New York, for instance, recently hosted its second annual America's...
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- 01 Apr 1999
- News
WSA Conference Focuses on Reaching Goals
arbiter of domestic decorum, Stewart said her business owes its success to the "respectability and trust" she has built with her audience over the years. From rewiring a vintage lamp to baking the perfect pie shell, "we're intent on...
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Keywords:
Eileen K. McCluskey
- March 2021
- Article
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the...
View Details
Keywords:
Customer Compatibility;
Satisfaction;
Profitability;
Service Operations;
Customer Relationship Management;
Customer Satisfaction;
Performance
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Management Science 67, no. 3 (March 2021): 1468–1488.
- March–April 2019
- Article
Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees
By: Ryan W. Buell
Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the...
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Keywords:
Operational Transparency;
Customers;
Services;
Operations;
Customer Focus and Relationships;
Employees;
Customer Satisfaction;
Behavior;
Service Industry
Buell, Ryan W. "Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees." R1902H. Harvard Business Review 97, no. 4 (March–April 2019): 102–113.
- 2023
- Working Paper
Summarizing the Mental Customer Journey
By: Julian De Freitas, Ahmet Uğuralp, Zeliha Uğuralp, Pechthida Kim and Tomer Ullman
How do consumers summarize and act on their experiences, as when deciding whether an interaction with a firm was satisfying and whether to buy from it? Previous work on the summary of continuous experiences has tended to focus on a handful of experience patterns and...
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Keywords:
Customer Experience;
Customer Journey;
Natural Language Processing;
Summarization;
Customer Satisfaction;
Outcome or Result;
Decision Choices and Conditions
De Freitas, Julian, Ahmet Uğuralp, Zeliha Uğuralp, Pechthida Kim, and Tomer Ullman. "Summarizing the Mental Customer Journey." Harvard Business School Working Paper, No. 23-038, January 2023.
- 2014
- Other Teaching and Training Material
Marketing Reading: Creating Customer Value
By: Sunil Gupta
This Reading explores how firms can create value for their customers. The goal of any business is to delight customers by understanding its customers' needs and to provide products and services to meet those needs. As a result, it is critical to understand what...
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Keywords:
Consumer Behavior;
Consumer Marketing;
Customer Experience;
Network Effects;
Service Profit Chain;
Total Customer Value
Gupta, Sunil. "Marketing Reading: Creating Customer Value." Core Curriculum Readings Series. Boston: Harvard Business Publishing 8176, 2014.
- June 2019
- Case
Airbnb, Etsy, Uber: Expanding from One to Many Millions of Customers
By: Thales S. Teixeira
By 2019, two-sided online platforms (or marketplaces) were among the highest-growing internet startups around. These marketplaces sought to match suppliers of assets for rent, physical products, or services with customers demanding them. Among the most notable...
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Keywords:
Airbnb;
Etsy;
Uber;
Growth Hacking;
Two-Sided Markets;
Digital Marketing;
Customer Acquisition;
Two-Sided Platforms;
Growth Management;
Marketing Strategy;
Customers;
Acquisition;
Organizational Change and Adaptation
Teixeira, Thales S. "Airbnb, Etsy, Uber: Expanding from One to Many Millions of Customers." Harvard Business School Case 519-087, June 2019.
- Article
The Impact of Forward-Looking Metrics on Employee Decision-Making: The Case of Customer Lifetime Value
By: Pablo Casas-Arce, Asis Martinez Jerez and V.G. Narayanan
This paper analyzes the effects of forward-looking metrics on employee decision-making. We use data from a bank that started providing branch managers with the customer lifetime value (CLV)—an estimate of the future value of the customer relationship—of mortgage...
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Keywords:
Customer Lifetime Value;
Forward-looking Metrics;
Employees;
Decision Making;
Information;
Customer Value and Value Chain;
Banks and Banking;
Mortgages;
Outcome or Result
Casas-Arce, Pablo, Asis Martinez Jerez, and V.G. Narayanan. "The Impact of Forward-Looking Metrics on Employee Decision-Making: The Case of Customer Lifetime Value." Accounting Review 92, no. 3 (May 2017): 31–56.
- 01 Dec 2000
- News
Global Leadership Initiative's Director Focuses on Technology
graduate of Harvard Law School and a former consultant in management and negotiation strategy, Price says that HBS is interested in developing "technologically appropriate" approaches that will reach an optimum number of people with useful and engaging material at a...
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- Jun 21 2016
- Testimonial
Focusing on the Core Business to Create
- 10 Dec 2012
- News
In Beyoncé Deal, Pepsi Focuses on Collaboration
- July 2021
- Case
New Director Dilemmas: Focusing on Special Interests
By: John J-H Kim
Keywords:
Educational Policy And Politics;
Education;
Policy;
Organizational Culture;
Interests;
Education Industry
Kim, John J-H. "New Director Dilemmas: Focusing on Special Interests." Harvard Business School Case 322-013, July 2021.
- 01 Dec 2020
- News
What Are Disease Foundation Leaders Focused On
- 14 Dec 2010
- News
A Career Focused on Innovation and Manufacturing
- Fall 2020
- Article
Competing on Customer Outcomes
By: Marco Bertini and Oded Koenigsberg
Bertini, Marco, and Oded Koenigsberg. "Competing on Customer Outcomes." MIT Sloan Management Review 62, no. 1 (Fall 2020): 78–84.