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Show Results For
- All HBS Web
(3,482)
- People (5)
- News (624)
- Research (2,450)
- Events (5)
- Multimedia (5)
- Faculty Publications (1,348)
- 24 Feb 2014
- Research & Ideas
Busting Six Myths About Customer Loyalty Programs
differentiation is difficult in retail as well because development of such advantages takes time and is difficult to execute. All the while, low-price players are constantly looming to pounce. Can low-margin retailers afford View Details
- November 2022 (Revised February 2024)
- Exercise
Managing Customer Retention at Teleko
By: Eva Ascarza
This exercise aims to teach students about 1) Targeting Policies; and 2) Algorithmic decision making, and 3) Retention management. View Details
Ascarza, Eva. "Managing Customer Retention at Teleko." Harvard Business School Exercise 523-005, November 2022. (Revised February 2024.)
- April 1998
- Teaching Note
Managing Customers for Profits (TN)
By: Das Narayandas
Teaching Note for (8249) and (8257). View Details
- June 1999
- Supplement
Compaq Computer: Focus Groups 1 & 2, Video Transcript
By: David E. Bell
Bell, David E. "Compaq Computer: Focus Groups 1 & 2, Video Transcript." Harvard Business School Video Supplement 599-122, June 1999.
- July 2023 (Revised February 2024)
- Supplement
Managing Customer Retention at Teleko
By: Eva Ascarza
This exercise aims to teach students about 1)Targeting Policies; and 2)Algorithmic decision making, 3) Retention management. View Details
- April 2004 (Revised June 2004)
- Teaching Note
Starbucks: Delivering Customer Service (TN)
By: Youngme E. Moon and John A. Quelch
Teaching Note to (9-504-016). View Details
- 06 Jul 2020
- Research & Ideas
The Right Way to Manage Customer Churn for Maximum Profit
effort. The most obvious examples of managing churn are cell phone and cable companies, in which the customer relationship is contractual, and... View Details
- 2009
- Chapter
Creating Superior Customer Value in a Connected World
By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
- June 1987 (Revised May 1992)
- Case
Carolina Power & Light Co.: Customer and Operating Services Group
Cespedes, Frank V. "Carolina Power & Light Co.: Customer and Operating Services Group." Harvard Business School Case 587-179, June 1987. (Revised May 1992.)
- February 2001 (Revised June 2002)
- Case
Customer Value Measurement at Nortel Networks--Optical Networks Division
By: Das Narayandas
Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices to increase customer value. Over the years, key process owners in various parts of the organization have become... View Details
Keywords: Business Divisions; Customer Focus and Relationships; Customer Satisfaction; Management Teams; Marketing Strategy; Value Creation; Telecommunications Industry
Narayandas, Das. "Customer Value Measurement at Nortel Networks--Optical Networks Division." Harvard Business School Case 501-050, February 2001. (Revised June 2002.)
- October 2001 (Revised October 2017)
- Supplement
Pilgrim Bank (B): Customer Retention
By: Frances X. Frei and Dennis Campbell
Supplements the (A) case. View Details
Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (B): Customer Retention." Harvard Business School Supplement 602-095, October 2001. (Revised October 2017.)
- October 2023 (Revised February 2024)
- Teaching Note
Managing Customer Retention at Teleko
By: Eva Ascarza and Ta-Wei Huang
Teaching Note for HBS Case No. 523-005. View Details
- December 1999
- Case
Lees Supermarkets: Customer Loyalty Programs
By: David E. Bell, Rajiv Lal and Ann Leamon
Bell, David E., Rajiv Lal, and Ann Leamon. "Lees Supermarkets: Customer Loyalty Programs." Harvard Business School Case 500-038, December 1999.
- May 1998 (Revised July 1999)
- Teaching Note
ACTC Customer Service Department TN
Teaching Note for (9-393-056). View Details
Keywords: Customer Focus and Relationships
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
technologies could be used to create a captive one-to-one relationship between firms and consumers, so that customers could literally be viewed as assets. We should start to... View Details
Keywords: by Martha Lagace
Customers As Innovators: A New Way to Create Value
Product R&D at many companies is a major bottleneck. The difficulty is that fully understanding the needs of just a single customer can be an inexact and costly process--to say nothing of the needs of all customers or even groups of them. In the course of... View Details
- 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... View Details
Keywords: Games, Gaming, and Gambling; Customer Relationship Management; Customer Value and Value Chain; Entertainment and Recreation Industry; Entertainment and Recreation 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.)
- 06 May 2002
- Research & Ideas
A Toolkit for Customer Innovation
innovative products. Now, with customers taking over more of the design task, companies must focus more intently on providing the best custom manufacturing. In other words, the... View Details
Keywords: by Stefan Thomke & Eric Von Hippel
- May 2024
- Background Note
Net Revenue Retention: Unpacking the Dynamics of Customer Monetization
By: Elie Ofek, Barak Libai and Eitan Muller
Firms and investors alike are beginning to recognize the importance of tracking how revenues from existing customers are evolving over time and to appreciate the value in understanding what might explain changes in these revenues. Consequently, in addition to looking... View Details
Keywords: Customer Relationship Management; Revenue; Measurement and Metrics; Customer Value and Value Chain
Ofek, Elie, Barak Libai, and Eitan Muller. "Net Revenue Retention: Unpacking the Dynamics of Customer Monetization." Harvard Business School Background Note 524-092, May 2024.
- 28 Feb 2022
- Research & Ideas
How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels
terms of business outcomes, they're not developing the best customer relationships they could.” Companies that fix disparities in their service delivery are likely to boost View Details
Keywords: by Pamela Reynolds