Show Results For
- All HBS Web (870)
- Faculty Publications (196)
Show Results For
- All HBS Web (870)
- Faculty Publications (196)
- Article
Measuring and Managing Customer Profitability
- February 2001 (Revised June 2002)
- Case
Customer Value Measurement at Nortel Networks--Optical Networks Division
- 08 Aug 2005
- Research & Ideas
A Balanced Scorecard Approach To Measure Customer Profitability
- January 2018 (Revised January 2021)
- Background Note
Customer Lifetime Social Value (CLSV)
- September 2023
- Article
Customer Churn and Intangible Capital
- October 2014 (Revised November 2016)
- Technical Note
Customer Lifetime Value (CLV) vs. Customer Lifetime Return on Investment (CLROI)
- July 2010 (Revised January 2017)
- Background Note
Marketing Analysis Toolkit: Customer Lifetime Value Analysis (2024)
- November 2015 (Revised February 2016)
- Case
Allianz Turkey: Focus on the Customer (A)
- January–February 2020
- Article
Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth
Loyalty-leading companies operate differently. They create systems for... View Details
- November 2015 (Revised February 2016)
- Supplement
Allianz Turkey: Focus on the Customer (B)
- June 2002
- Teaching Note
Customer Value Measurement at Nortel Networks-Optical Networks Division, TN
- February 2013 (Revised March 2013)
- Case
Agero: Enhancing Capabilities for Customers
This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details
- October 2011
- Case
Raleigh & Rosse: Measures to Motivate Exceptional Service
- November 1998
- Article
Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation
- June 2014 (Revised March 2017)
- Teaching Note
Agero: Enhancing Capabilities for Customers
- May 2006
- Article
Detection Defection: Measuring and Understanding the Predictive Accuracy of Customer Churn Models
- March 2018
- Article
In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions
- 2016
- Working Paper
The Effect of Financial Performance Measurement on Customer Satisfaction: A Field Experiment in China
- Research Summary
Customer Management in Business-to-Business Markets
Das Narayandas is engaged in ongoing research on vendor firms' management of long-term customer relationships. The initial phase of his research involved identifying vendors that stood to benefit from long-term relationships with select sets of customers and... View Details
- March 2003
- Background Note