Publications

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September 2010
Teaching Note

Compass Maritime Services, LLC: Valuing Ships (TN)

By: Benjamin C. Esty and Albert W. Sheen

Teaching Note for 211014. View Details

Keywords: Partners and Partnerships; Research; Service Operations; Customers; Price; Shipping Industry; Consulting Industry; New Jersey

March 1995
Case

Procter & Gamble: Improving Consumer Value Through Process Redesign

The evolution of Procter & Gamble's development of efficient consumer response (ECR) involved a series of trials, a resolve to distribute diapers on the basis of product movement, a conscious effort to move to a new means of distribution across all lines, a first cut... View Details

Keywords: Technology; Organizational Change and Adaptation; Customer Value and Value Chain; Consumer Products Industry

30 Sep 2002
Research & Ideas

Use the Psychology of Pricing To Keep Customers Returning

Buyers are more apt to use a product right after they purchase it, a fact you need to ponder as you consider how to keep customers coming back for more. In this e-mail interview with HBS Working Knowledge's Manda Mahoney, Harvard Business... View Details

Keywords: by Manda Mahoney

Article

How Direct-to-Consumer Brands Can Continue to Grow

By: V. Kasturi Rangan, Daniel Corsten, Matt Higgins and Leonard A. Schlesinger

Direct-to-consumer (DTC) brands such as Allbirds, Casper, Peloton, and Warby Parker have creatively found a weakness in the marketing citadel of incumbent brands. By using data gleaned from daily interactions with customers, these brands have been able to adapt how... View Details

Keywords: Direct-to-consumer; Customer Journey; Business Model; Customer Relationship Management; Growth and Development Strategy

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16 May 2016
HBS Case

Food Safety Economics: The Cost of a Sick Customer

Chipotle Mexican Grill’s ongoing struggle to win customers back months after a contaminated food crisis highlights the challenges companies face with keeping food safe. Chipotle has seen its shares tumble and recently reported its... View Details

Keywords: by Dina Gerdeman; Food & Beverage

10 Oct 2018
Research & Ideas

The Legacy of Boaty McBoatface: Beware of Customers Who Vote

public. Boaty blowback highlights the potential danger of giving consumers the power to vote, even though customer engagement is a primary goal of almost every social media strategy. The problem: Even though NERC never explicitly promised... View Details

Keywords: by Michael Blanding; Advertising

November 2008 (Revised November 2008)
Case

Cyworld: Creating and Capturing Value in a Social Network

By: Sunil Gupta and Sangman Han

In May 2008, the new CEO of Cyworld, a social network company in Korea, had to decide how to create and capture value from his rapidly growing user base. Cyworld was founded in 1999, and in 2003 it was acquired by SK Telecom, a leading mobile service provider in Korea.... View Details

Keywords: Customer Value and Value Chain; Consumer Behavior; Social and Collaborative Networks; Segmentation; Value Creation; South Korea

December 2021 (Revised February 2022)
Case

Bed Bath & Beyond: The New Strategy to Drive Shareholder Value

By: Benjamin C. Esty and Daniel W. Fisher

At one time, Bed Bath & Beyond was one of the most successful specialty retailers in the United States—its growth and profit margins far exceeded both peer retailers in the home goods market as well as many other discount retailers. But in 2014, its stock price peaked,... View Details

Keywords: Competitive Strategy; Competitive Advantage; Value Creation; Diversification; Corporate Governance; Leading Change; Performance Evaluation; Valuation; Investment Activism; Retail Industry; Consumer Products Industry; United States

05 Sep 2019
Working Paper Summaries

The Value of Intermediation in the Stock Market

Keywords: by Marco Di Maggio, Mark Egan, and Francesco Franzoni

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; Accommodations Industry; Nevada

January 2016
Case

Haiti Hope: Innovating the Mango Value Chain

By: Amy C. Edmondson and Jean-François Harvey

This case study examines a market-based approach to economic development through the eyes of NGO TechnoServe's project manager, implementing a US$9.5 million five-year public-private partnership between Coca-Cola, IDB, and USAID. The case ends at the beginning of the... View Details

February 2019 (Revised December 2019)
Case

ThirdLove

By: Jeffrey F. Rayport and Matthew G. Preble

Keywords: Cohort Behavior; Customer Acquisition Cost (CAC); Lifetime Value (LTV)

2009
Working Paper

Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings

By: Joseph Rhatigan, Sachin H Jain, Joia S. Mukherjee and Michael E. Porter

The care delivery value chain is a framework that can help conceptualize the organization and structure of care delivery for medical conditions. We apply this framework to HIV/AIDS care in resource-limited settings. Several conclusions arise than can help inform... View Details

Keywords: Customer Value and Value Chain; Framework; Health Care and Treatment; Health Disorders; Service Delivery

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March 2010
Article

Calculating, Creating, and Claiming Value in Business Markets: Status and Research Agenda

By: Gary L. Lilien, Rajdeep Grewal, Douglas Bowman, Min Ding, Abbie Griffin, V. Kumar, Das Narayandas, Renana Peres, Raji Srinivasan and Qiong Wang

A key challenge facing business marketers surrounds developing a deeper understanding of customer needs. We conceptualize that challenge as having three dimensions: calculating, creating, and claiming value. We discuss key problems, new developments and research... View Details

Keywords: Value Creation; Problems and Challenges; Research; Customer Relationship Management