Publications

Research Summary

Managing Networked Businesses

By: Thomas R. Eisenmann

Platform-based businesses that leverage network effects face a distinctive set of management challenges. A platform encompasses components and rules that facilitate interactions between the platform's users. A platform-based product or service exhibits a network... View Details

1994
Chapter

Customer Transaction Databases: Present Status and Prospects

By: J. A. Deighton, Don Peppers and Martha Rogers

Keywords: Customers; Market Transactions; Information Management; Data and Data Sets

Find at Harvard

25 Oct 2012
Research & Ideas

10 Reasons Customers Might Resist Windows 8

called the "Charm Bar." Give Microsoft credit for innovation. But will corporate customers rush to embrace the change, or will they resist it at first? Signs point to resistance, according to Rosabeth Moss Kanter, the Ernest L.... View Details

Keywords: by Carmen Nobel; Computer; Consumer Products

30 Mar 2003
Research & Ideas

How Your Employees and Customers Drive a New Value Profit Chain

recognition, and involvement of top management in the hiring and retention decisions regarding large numbers of managers. Many organizations don't know the profitability of their existing customers. Many treat all View Details

Keywords: by Manda Mahoney

May 2003
Module Note

Managing Product Development

By: Stefan H. Thomke

Introduces students to the managerial aspects critical to conceiving, designing, and developing innovative products and services. Considers the full range of activities required: learning about customer needs, understanding and managing experimentation and problem... View Details

Keywords: Product Design; Product Development; Service Operations; Business or Company Management; Projects; Management Practices and Processes; Experience and Expertise; Customers; Research; Management Skills; Integration

10 Jul 2017
Op-Ed

Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos

Consumers delight in using smartphones to record their experiences and surroundings, but for businesses, such devices present tricky challenges. Suppose a customer encounters a hair in her food, a spill in an aisle, or a rude clerk.... View Details

Keywords: by Benjamin G. Edelman; Food & Beverage; Air Transportation; Retail; Service

August 2009
Case

The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co.

By: Willy C. Shih, Chen-Fu Chien, Chintay Shih and Jack Chang

When L.C. Tu receives an emergency order, he is confronted with a range of production scheduling choices, each of which has unique costs and trade-offs. The case was designed to help students understand job-shop style production and the impact of disruptions and... View Details

Keywords: Disruption; Customer Relationship Management; Decision Choices and Conditions; Cost; Order Taking and Fulfillment; Production; Semiconductor Industry; Taiwan

Research Summary

Lean Startup Management Practices

By: Thomas R. Eisenmann

Many information technology startups have embraced "lean startup" management practices. Lean startups confront high levels of uncertainty about both customer problems and product solutions: the strength of demand for new... View Details

10 Oct 2013
Working Paper Summaries

Managing Churn to Maximize Profits

Keywords: by Aurélie Lemmens & Sunil Gupta; Retail

February 2005
Article

Managing the Ecosystem

By: Marco Iansiti

The days of the corporate lone wolf are over. In our increasingly interconnected world, standing alone is no longer a viable business model. Instead, smart companies rely heavily on networks of partners, suppliers, and customers to achieve market success and sustain... View Details

Keywords: Integrated Corporate Reporting; Partners and Partnerships; Industry Clusters; Customers; Markets; Situation or Environment; Banks and Banking; Insurance; Software

Find at Harvard

14 May 2021
News

4 Strategies to Simplify the Customer Journey

May 2017 (Revised September 2018)
Case

Hilti Fleet Management (A): Turning a Successful Business Model on Its Head

By: Ramon Casadesus-Masanell, Oliver Gassmann and Roman Sauer

This case explores the introduction of fleet management in the construction industry by the premium power tools manufacturer Hilti in 2000. Following its customers’ needs, Hilti moved from selling power tools to leasing them as a service. The introduction of the new... View Details

June 2016 (Revised January 2018)
Case

Airbnb, Etsy, Uber: Growing from One Thousand to One Million Customers

By: Thales S. Teixeira and Morgan Brown

By 2016, two-sided online platforms (or marketplaces) were pervasive 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... View Details

Keywords: Airbnb; Etsy; Uber; Growth Hacking; Two Sided Markets; Digital Platforms; Marketing; Digital Marketing; Growth Management; Service Industry

01 Mar 2022
News

Customer Experience in the Age of AI

February 2009
Background Note

Basic Techniques for the Analysis of Customer Information Using Excel 2007: A Step-by-Step Approach

By: Francisco de Asis Martinez-Jerez

The objective of this note is to provide a set of easy, step-by-step guides for some analytical techniques that are useful in the analysis of cases discussed in the course "Competing and Winning through Customer Information" (CWCI). The instructions that follow use... View Details

Keywords: Customer Relationship Management; Information Management; Management Analysis, Tools, and Techniques