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Show Results For
-
All HBS Web
(4,268)
- People (13)
- News (878)
- Research (2,456)
- Events (10)
- Multimedia (6)
- Faculty Publications (1,398)
- 15 Apr 2019
- Research & Ideas
Infographic: Can I Please Speak to an Actual Person?
Based on the Working Paper, Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact (pdf) by Michelle A. Shell and Ryan W. Buell. Shell is a doctoral student at Harvard Business School, and Buell is the UPS Foundation Associate Professor of...
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- March 2010 (Revised November 2014)
- Teaching Note
Pandora Radio: Fire Unprofitable Customers?
By: Willy Shih
Teaching Note for [610077].
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- 01 Jun 2008
- News
HBS Creates Life Sciences Fellowship Fund
the MD/MBA joint degree program with Harvard Medical School in 2005. “We’re proud of this new fellowship program and its focus on students interested in science-related careers,” says Deirdre Leopold (MBA ’80), View Details
- Student-Profile
Kala Viswanathan
advocate for clean energy policy at the National Resources Defense Council, Kala came to appreciate the ways that businesses can act as change agents to help advance sustainability. “I started to shift my focus somewhat, which led me to...
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- 01 Mar 2015
- News
An Exceptional Faculty of Scholars and Teachers
peer-to-peer mentoring, whether through teaching groups, by co-teaching, or from senior colleagues. Even as they progress in their careers, the focus on exceptional teaching remains a priority for faculty members at all levels. To match...
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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
- 01 Sep 2012
- News
What’s the Big Idea?
confronted with setbacks. Yet in a survey of 669 managers around the world, “progress” ranked dead last as a perceived source of employee motivation, falling behind more expected (but less effective) carrots such as bonuses and...
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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.
- 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.
- 07 Sep 2021
- News
One Degree of Difference
Competitiveness and Hurting America’s Middle Class,” by Professor Joseph Fuller and Manjari Raman, a program director and senior researcher at HBS’s Managing the Future of Work project. The impact of the practice cuts most deeply for the...
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- November 1994 (Revised October 2011)
- Background Note
Innovation: A Customer-Driven Approach
By: Marco Iansiti, Thomas J. Kosnik and Ellen Stein
Provides a selection of methodologies for the investigation of user needs, concept development, and product design.
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Iansiti, Marco, Thomas J. Kosnik, and Ellen Stein. "Innovation: A Customer-Driven Approach." Harvard Business School Background Note 695-016, November 1994. (Revised October 2011.)
- March 9, 2023
- Article
Linking Growth and the Frontline
By: Frank V. Cespedes, Jay Galeota and Michael Wong
Most strategies are about growing the business. But about one quarter of companies do not grow at all and, even before the pandemic, only one in eight achieved more than 10% revenue growth annually, according to data from S&P Global regulatory filings. One reason is a...
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Cespedes, Frank V., Jay Galeota, and Michael Wong. "Linking Growth and the Frontline." Sales & Marketing Management (website) (March 9, 2023).
- Article
The Perils of Proactive Churn Prevention Using Plan Recommendations: Evidence from a Field Experiment
By: Eva Ascarza, Raghuram Iyengar and Martin Schleicher
Facing the issue of increasing customer churn, many service firms have begun recommending pricing plans to their customers. One reason behind this type of retention campaign is that customers who subscribe to a plan suitable for them should be less likely to churn...
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Keywords:
Churn/retention;
Field Experiment;
Pricing;
Tariff/plan Choice;
Targeting;
Customer Relationship Management;
Price;
Performance Effectiveness
Ascarza, Eva, Raghuram Iyengar, and Martin Schleicher. "The Perils of Proactive Churn Prevention Using Plan Recommendations: Evidence from a Field Experiment." Journal of Marketing Research (JMR) 53, no. 1 (February 2016): 46–60.
- 29 Jun 2009
- Sharpening Your Skills
Sharpening Your Skills: Leading Change
there is a danger that commitment to an organization can undermine work-life balance. Successful CEOs are good role models. In addition to open and honest communication and continued investment in HCHP management practices, corporations...
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by Staff
- 01 Jun 2008
- News
A Binary Formula
buildings, this emphasis on science will affect HBS. The unique challenges of managing and leading science-based businesses — certain to be a driver of this century’s new economy — demand new management...
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- 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.)
- 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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Deborah Blagg
- 01 Jun 2001
- News
Teaching for the Ages: the MBA Classroom in the 21st Century
different could things be?” It’s only been thirteen years since I graduated from HBS, and we in the Class of 1988 were remarkably forward-thinking about technology. Ours was the first class to have a subject called Management Information...
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- 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.
- 01 Jun 2008
- News
The $4 Billion Question
clear you can raise $4 billion for your next fund instead of the planned $1 billion. Professor of Management Practice Nabil N. El-Hage coauthored the case with HBS professor and Finance unit head Richard Ruback. “The case highlights some...
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