Customer Management - Publications - Faculty & Research - Harvard Business School

Filter Results: (3,831)

Filter Results: (3,831)

Show Results For

← Page 12 of 3,831 Results →

Article

Channel Integration, Sales Dispersion, and Inventory Management

By: Santiago Gallino, Antonio Moreno and Ioannis Stamatopoulos

We study the effects of the introduction of cross-channel functionalities on the overall sales dispersion of retailers and the implications of these effects for inventory management. To do that, we analyze data from a leading U.S. retailer who introduced a... View Details

Keywords: Retail Operations; Online Retail; Channel Integration; Sales Dispersion; Long Tail; Empirical Operations; Inventory Management; Omnichannel Retail; Marketing Channels; Integration; Sales; Logistics; Operations; Management; Retail Industry

Find at Harvard

June 2016
Teaching Note

Relating to Peapod

By: Jill Avery and Susan Fournier

This case concerns the topics of relationship marketing, customer acquisition and retention, brand loyalty, service failure and recovery, new product introduction, and the use of consumer ethnography to study consumer behavior. Specifically, the case explores the... View Details

Keywords: Brand Management; Customer Relationship Management; CRM; Customer Behavior; Consumer Behavior; Retailing; Marketing; Marketing Strategy; Brands and Branding; Marketing Channels; E-commerce; Retail Industry; United States

March 2001 (Revised May 2001)
Case

&Samhoud Service Management

By: Thomas J. DeLong, Ashish Nanda and Monica Mullick

&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain. View Details

Keywords: Mission and Purpose; Management Practices and Processes; Customer Focus and Relationships; Customer Relationship Management; Consulting Industry; Netherlands

May 2007 (Revised March 2008)
Background Note

Basic Techniques for the Analysis of Customer Information Using Excel 2003: A Step-by-Step Approach

By: Francisco de Asis Martinez-Jerez

Provides 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 datasets from three of the cases in... View Details

Keywords: Data and Data Sets; Management Analysis, Tools, and Techniques; Mathematical Methods

June 1991 (Revised September 1996)
Case

Human Resource Management at American Airlines

American Airlines' strategy calls for continued growth, improvements in customer service, and cost reduction. This case examines the Human Resource Management system at American Airlines and its role in the airline's past and continued success. May be used with... View Details

Keywords: Air Transportation; Management Systems; Human Resources; Business Strategy; Air Transportation Industry; United States

Research Summary

Managing Marketspace Service Interfaces

By: Jeffrey F. Rayport

Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details

2012
Chapter

The Relational Roles of Brands

In contemporary culture, brands play important relational roles, linking consumers to others and serving as relational partners. This chapter provides an understanding of the relational roles of brands to illuminate why and how consumers connect with brands and how... View Details

Keywords: Brands; Brand Management; Brand Equity; Brand Building; Customer Relationship Management; CRM; Customers; Customer Focus and Relationships; Brands and Branding; Marketing; Marketing Strategy; Consumer Products Industry

May 1997 (Revised March 1998)
Case

Teradyne: Managing Disruptive Change

By: Joseph L. Bower

Three cases deal with the introduction of a new product to Teradyne's line of semiconductor test equipment. Teradyne: Managing Strategic Change provides historic and administrative background for the other two cases. Teradyne: The Aurora Project deals with the problems... View Details

Keywords: Business Startups; Disruption; Management; Market Entry and Exit; Product; Product Development; Problems and Challenges; Competitive Strategy; Corporate Strategy; Technology

October 2012
Article

Target the Right Market

By: Jill Avery and Thomas Steenburgh

SparkPlace is a two-year-old business with a hot new product: software that manages and measures the effectiveness of permission-based marketing campaigns for social media. The company is in the process of deciding on which of two customer segments to focus its... View Details

Keywords: Marketing; Market Segmentation; Customer Defection; Customer Lifetime Value; Customer Relationship Management; CRM; Market Segmentation And Target Market Selection; Marketing Strategy; Product Marketing; Customer Focus and Relationships; Customer Value and Value Chain; Technology Industry; United States

Find at Harvard

November 2001 (Revised September 2002)
Case

International Management Group (IMG)

By: Bharat N. Anand and Kate Attea

In 2001, International Management Group (IMG) is the dominant company in the sports management industry. Its founder and CEO, Mark McCormack, is credited with having created the industry of sports management in the early 1960s. Over the next 40 years, IMG's expansion... View Details

Keywords: Customer Focus and Relationships; Finance; Organizational Structure; Planning; Relationships; Conflict of Interests; Competition; Corporate Strategy; Expansion; Sports Industry

May 1997 (Revised March 1998)
Case

Teradyne: Managing Strategic Change

By: Joseph L. Bower

Three cases deal with the introduction of a new product to Teradyne's line of semiconductor test equipment. This case provides historic and administrative background for the other two cases. Teradyne: The Aurora Project deals with the problems facing the head of a... View Details

Keywords: Business Startups; Change Management; Business or Company Management; Market Entry and Exit; Product; Problems and Challenges; Competitive Strategy; Corporate Strategy; Technology

Find at Harvard

April 2008
Case

Campbell and Bailyn's Boston Office: Managing the Reorganization

By: Anne Donnellon and Dun Gifford Jr

Ken Winston, the regional sales manager at a securities brokerage firm, has reorganized his generalist salespeople into Key Account Teams (KAT) to increase sales of specialized, higher-margin fixed income products. Winston is also implementing a new corporate... View Details

September – October 2011
Article

Manage the Culture Cycle

By: James L. Heskett

Organizational culture—the shared assumptions, values, and behaviors that determine "how we do things around here"—can be measured and shaped. In organizations with large numbers of customer-facing employees, it can account for up to half of the difference in operating... View Details

Keywords: Organizational Culture; Value; Behavior; Retention; Customer Focus and Relationships; Change Management; Learning; Innovation and Invention; Labor

06 Mar 2017
News

To Motivate Employees, Show Them How They’re Helping Customers

August 2009
Supplement

The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Company (CW)

By: Willy C. Shih

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: Factories, Labs, and Plants; Disruption; Customer Focus and Relationships; Cost; Cost Management; Business or Company Management; Time Management; Network Effects; Production; Hardware; Manufacturing Industry; Semiconductor Industry; Taiwan

Research Summary

Overview

By: Ryan W. Buell

From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details

March 2011
Module Note

Quantitative Analysis of Competitive Position: Customer Demand and Willingness to Pay

By: David J. Collis

This note is designed to provide strategists with tools to perform two critical customer-related analyses: determining willingness to pay — the estimation of how much a given customer would be willing to pay for a particular product or service; and demand estimation —... View Details

Keywords: Price; Demand and Consumers; Competitive Advantage; Management Analysis, Tools, and Techniques; Market Participation; Segmentation

25 Jun 2024
Research & Ideas

Rapport: The Hidden Advantage That Women Managers Bring to Teams

It’s a manager’s nightmare: A customer pulls into a drive-thru after a long day at work with children in tow, everyone looking frazzled and famished. After waiting patiently in line, the customer grabs her... View Details

Keywords: by Kara Baskin; Food & Beverage

June 2016
Teaching Note

HubSpot: Lower Churn through Greater CHI

By: Jill Avery, Asis Martinez Jerez and Thomas Steenburgh

HubSpot, a web marketing startup selling inbound marketing software to small- and medium-sized businesses, is under pressure from its venture capital partners to rapidly acquire new customers and to maintain a low level of customer churn. The B2B SaaS company is in the... View Details

Keywords: CRM; Customer Acquisition; Customer Retention; Churn Management; SaaS Business Models; Customer Lifetime Value; Venture Capital; Startup; Software; Monitoring And Control; Marketing; Customer Relationship Management; Marketing Strategy; Accounting; Technology Industry; United States

May 3, 2023
Article

What Top-Performing Sales Managers Do Differently

By: Mike Schultz and Frank V. Cespedes

Sales managers hire reps, influence their training, provide (we hope) feedback and so reinforce good selling behaviors, and are key in the execution of growth and change initiatives. In a study of more than 1,000 sales managers and sellers across industries, we found... View Details

Keywords: Management Practices and Processes; Sales; Performance Effectiveness

←
12
13
…
191
192
→