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Show Results For
-
All HBS Web
(4,258)
- People (13)
- News (878)
- Research (2,456)
- Events (10)
- Multimedia (6)
- Faculty Publications (1,398)
- 2004
- Book
Collaborative Customer Relationship Management: Taking CRM to the Next Level
By: Alexander H. Kracklauer, Daniel Quinn Mills and Dirk Seifert
Kracklauer, Alexander H., Daniel Quinn Mills, and Dirk Seifert. Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer-Verlag, 2004.
- 01 Jun 2006
- News
Surviving Success
In the frenzied, early months of a new venture’s launch, few entrepreneurs anticipate a future beyond their role as company leader. In “Founder–CEO Succession at Wily Technology,” HBS assistant professor Noam Wasserman and former HBS entrepreneur-in-residence Henry...
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- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
often fail to take into account the complete value of the customers they are trying to retain. "What's missing from traditional methods is that they focus only on a customer's likelihood to churn, but not on the overall profitability of...
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- Winter 2013
- Article
How to Identify the Best Customers for Your Business
By: Frank V. Cespedes, James P. Dougherty and Ben S. Skinner III
How can businesses achieve profitable growth so that their costs don’t grow faster than sales? This article focuses on scaling a venture’s sales process and provides a methodology for identifying core customers and some implications for governance criteria and...
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Cespedes, Frank V., James P. Dougherty, and Ben S. Skinner III. "How to Identify the Best Customers for Your Business ." MIT Sloan Management Review 54, no. 2 (Winter 2013): 53–59.
- September 2005 (Revised February 2007)
- Supplement
Angels and Devils: Best Buy's New Customer Approach (B)
Elberse, Anita, John T. Gourville, and Das Narayandas. "Angels and Devils: Best Buy's New Customer Approach (B)." Harvard Business School Supplement 506-008, September 2005. (Revised February 2007.)
- 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.)
- 01 Sep 2005
- News
GE’s Immelt Urges MBAs to Dream Big, Work Hard
here.” In his own career, Immelt said, that has meant experiencing and learning more deeply the import of four lessons that he initially absorbed at HBS: focus and discipline (“Very few jobs have been beneath my dignity; every job has...
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- 01 Oct 2008
- Research & Ideas
How Much Time Should CEOs Devote to Customers?
product managers spent on average only three percent of their time in contact with end consumers. Terry Leahy, CEO of Tesco, the UK supermarket chain, spends two days a week in stores interacting with employees and customers. But how far...
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Keywords:
by John Quelch
- Profile
Nathalie du Preez
management role. I chose Colgate for its global focus (less than 20% of its revenues come from the U.S.), its strong presence in emerging markets, its fundamental brand View Details
Keywords:
Consumer Products
- November 2006
- Article
CRM Implementation: Effectiveness Issues and Insights
By: Timothy Bohling, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani and Rajan Varadarajan
Bohling, Timothy, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani, and Rajan Varadarajan. "CRM Implementation: Effectiveness Issues and Insights." Journal of Service Research 9, no. 2 (November 2006): 184–194.
- July 2012 (Revised January 2014)
- Case
HGRM: Bringing Back High Touch Hospitality
By: Lynda M. Applegate and Gabriele Piccoli
The case centers on the dilemma faced by Carlo Fontana, the owner-operator of a small chain of two four-star urban hotels located in Lugano, Switzerland, and the other in Milan, Italy. Having developed an extensive customer service and operations information system,...
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Applegate, Lynda M., and Gabriele Piccoli. "HGRM: Bringing Back High Touch Hospitality." Harvard Business School Case 813-019, July 2012. (Revised January 2014.)
- August 1994
- Case
Grupo IUSACELL (A)
Describes the challenges facing a cellular telephone company in Mexico as it positions itself in the explosive cellular market and prepares to become a full-service telecommunications provider. Faced with declining market share, revenues per subscriber, and operating...
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Keywords:
Business or Company Management;
Customer Relationship Management;
Telecommunications Industry;
Mexico
Loveman, Gary W., and Linda Carrigan. "Grupo IUSACELL (A)." Harvard Business School Case 395-028, August 1994.
- April 2008
- Teaching Note
Exercise: Customer-Operator Letter Writing (TN)
By: Frances X. Frei
Teaching Note for [608126].
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- 07 Sep 2021
- News
Embracing Activism for Social Change
much of her first post-HBS year managing the pilot. Resolving Crisis Situations Mendu and other members of the partnership developed a three-part initiative informed by the best practices they gathered from local stakeholders and...
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Keywords:
Deborah Blagg
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
call centers, with their attendant voice response units, need not be frustrating. When a company manages its call center well, effectively linking a triad of service, information technology, and internal processes, both the customer and...
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- 06 Jun 2012
- What Do You Think?
Is Something Wrong with the Way We Work?
triggered by a culture centered around long hours and a 24/7 focus on the needs of BCG's clients, fears that PTO would contribute to poor performance reviews, and a reluctance to discuss with colleagues personal matters that begged for...
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- 27 Aug 2007
- Op-Ed
Mattel: Getting a Toy Recall Right
Harvard Business School professor John Quelch is debuting a blog on marketing issues at Harvard Business Online. HBS Working Knowledge is reprinting his first entry, which looks at the Mattel toy recall.Mattel has been criticized heavily for having to recall not once...
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- 01 Dec 2007
- News
How Business Schools Lost Their Way
of society. Donham now declared that in institutions (such as his own) that called themselves schools of “business administration,” too much emphasis had been placed on the first of these two words and too little on the second. Admin-istration, he said, required View Details
- May 2016
- Case
OPET: Precision Marketing in Uncertain Times
By: Rajiv Lal, Esel Çekin and Eren Kuzucu
During Timucin Guler’s decade at OPET, a prominent fuel distributor in Turkey, he transformed the definition of marketing in the company. Under Guler’s lead, OPET, once a local player in the downstream distribution market, became the second largest fuel distributor in...
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Keywords:
Customer Satisfaction;
Customer Service;
Emerging Market;
Focusing On Customers;
Competition;
Turkey;
Loyalty Program;
Marketing Strategy;
Downstream Distribution;
Customer Relationship Management;
Energy Industry;
Turkey
Lal, Rajiv, Esel Çekin, and Eren Kuzucu. "OPET: Precision Marketing in Uncertain Times." Harvard Business School Case 516-087, May 2016.
- 10 Dec 2014
- News
Front-Row Seat
room of La Brasserie, a Capitol Hill institution for political power lunchers and Hollywood A-listers. Bradley was anticipating a celebration; instead, he was assaulted with a list of 20 complaints about his management style and requests...
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