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Show Results For
-
All HBS Web
(7,719)
- People (9)
- News (1,371)
- Research (5,556)
- Events (17)
- Multimedia (8)
- Faculty Publications (3,938)
- April 2004 (Revised June 2004)
- Teaching Note
Starbucks: Delivering Customer Service (TN)
By: Youngme E. Moon and John A. Quelch
Teaching Note to (9-504-016).
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- October 2001 (Revised October 2017)
- Supplement
Pilgrim Bank (B): Customer Retention
By: Frances X. Frei and Dennis Campbell
Supplements the (A) case.
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Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (B): Customer Retention." Harvard Business School Supplement 602-095, October 2001. (Revised October 2017.)
- March 2011
- Background Note
Customer Loyalty Schemes in the Retail Sector
By: Jose B. Alvarez and Aldo Sesia
Customer loyalty schemes (or programs) are explicit efforts by retailers to gain long-term patronage from customers. Loyalty schemes are developed for a variety of reasons: to reward loyal customers, to generate more robust information about customer behavior, to...
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Keywords:
Customer Relationship Management;
Consumer Behavior;
Business Strategy;
Retail Industry;
United Kingdom;
United States
Alvarez, Jose B., and Aldo Sesia. "Customer Loyalty Schemes in the Retail Sector." Harvard Business School Background Note 511-077, March 2011.
- April 2005
- Article
The Quest for Customer Focus
By: Ranjay Gulati and James Oldroyd
Keywords:
Customer Focus and Relationships
Gulati, Ranjay, and James Oldroyd. "The Quest for Customer Focus." Harvard Business Review 83, no. 4 (April 2005): 2004–2005.
- May 1998 (Revised July 1999)
- Teaching Note
ACTC Customer Service Department TN
Teaching Note for (9-393-056).
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Keywords:
Customer Focus and Relationships
- 04 Jan 2021
- Working Paper Summaries
The Twofold Effect of Customer Retention in Freemium Settings
- December 1999
- Case
Lees Supermarkets: Customer Loyalty Programs
By: David E. Bell, Rajiv Lal and Ann Leamon
Bell, David E., Rajiv Lal, and Ann Leamon. "Lees Supermarkets: Customer Loyalty Programs." Harvard Business School Case 500-038, December 1999.
- December 2017
- Case
Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table
By: Jose B. Alvarez, Maria Fernanda Miguel and Mariana Cal
Molino Cañuelas was a vertically integrated food company with a management system that allowed it to innovate and grow systematically. With sales of $2 billion in 2016, the firm not only produced flour, vegetable oil, and packaged food products, it also owned a port...
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Keywords:
Quality Management System;
Food Industry;
Molino Cañuelas;
Argentina;
Vertical Integration;
Quality;
Management Systems;
Expansion;
Global Range;
Growth and Development Strategy;
Agribusiness;
Food and Beverage Industry;
Agriculture and Agribusiness Industry;
Argentina
Alvarez, Jose B., Maria Fernanda Miguel, and Mariana Cal. "Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table." Harvard Business School Case 518-046, December 2017.
- August 2016 (Revised June 2017)
- Supplement
InsideSales.com (B)
Keywords:
Business Organization;
Customer Relationship Management;
Marketing Strategy;
Organizational Design;
Salesforce Management;
Talent;
Talent Management;
Sales;
Growth and Development;
Organizational Change and Adaptation;
Entrepreneurship;
Technology Industry;
United States
Cespedes, Frank V. "InsideSales.com (B)." Harvard Business School Supplement 817-042, August 2016. (Revised June 2017.)
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
technologies could be used to create a captive one-to-one relationship between firms and consumers, so that customers could literally be viewed as assets. We should start to realize that things are not that...
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Keywords:
by Martha Lagace
- June 2017 (Revised May 2018)
- Supplement
Hilti Fleet Management Video Supplements
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...
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Keywords:
Hilti;
Business Model Innovation;
Fleet Management;
Decision-making;
Implementation;
Power Tools Industry;
Europe;
Switzerland;
Liechtenstein;
Business Model;
Restructuring;
Transformation;
Transition;
Customer Value and Value Chain;
Construction;
Leasing;
Strategy;
Decision Making;
Construction Industry;
Switzerland;
Liechtenstein;
Germany;
Austria;
Europe;
United States;
Asia;
Brazil;
China;
Latin America;
North America;
Africa;
Japan;
Hong Kong
Casadesus-Masanell, Ramon, Oliver Gassmann, and Roman Sauer. "Hilti Fleet Management Video Supplements." Harvard Business School Multimedia/Video Supplement 717-808, June 2017. (Revised May 2018.)
- May 2024
- Background Note
Net Revenue Retention: Unpacking the Dynamics of Customer Monetization
By: Elie Ofek, Barak Libai and Eitan Muller
Firms and investors alike are beginning to recognize the importance of tracking how revenues from existing customers are evolving over time and to appreciate the value in understanding what might explain changes in these revenues. Consequently, in addition to looking...
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Ofek, Elie, Barak Libai, and Eitan Muller. "Net Revenue Retention: Unpacking the Dynamics of Customer Monetization." Harvard Business School Background Note 524-092, May 2024.
- September 2002 (Revised January 2013)
- Case
Siebel Systems: Organizing for the Customer
By: Robert Simons and Antonio Davila
Siebel Systems is one of the fastest growing companies in America. Tom Siebel, the company's founder, has organized the business to accommodate growth and focus on the customer. Innovative information technology systems and clear accountability prove to be essential to...
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Keywords:
Organizational Structure;
Applications and Software;
Business Growth and Maturation;
Information Technology;
Performance Evaluation;
Performance Expectations;
Innovation and Management;
Technological Innovation;
Customer Focus and Relationships;
Management Teams;
Information Technology Industry;
North and Central America
Simons, Robert, and Antonio Davila. "Siebel Systems: Organizing for the Customer." Harvard Business School Case 103-014, September 2002. (Revised January 2013.)
- 28 Feb 2022
- Research & Ideas
How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels
terms of business outcomes, they're not developing the best customer relationships they could.” Companies that fix disparities in their service delivery are likely to boost View Details
Keywords:
by Pamela Reynolds
- February 2024
- Case
SundaySky: Changing Customer Experiences through Personalized Video
By: David C. Edelman and James Barnett
In June 2023, SundaySky CEO Jim Dicso considers growth strategies. The software-as-a-service company provided software to create advertising videos, customer service videos, and other videos, like employee training modules, and had begun to pilot a new generative...
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Keywords:
Advertising;
Strategy;
Technology Adoption;
AI and Machine Learning;
Applications and Software;
Growth and Development Strategy;
Advertising Industry;
Technology Industry;
United States
Edelman, David C., and James Barnett. "SundaySky: Changing Customer Experiences through Personalized Video." Harvard Business School Case 524-013, February 2024.
- October 2009 (Revised June 2011)
- Case
Zappos.com 2009: Clothing, Customer Service, and Company Culture
By: Frances X. Frei, Robin J. Ely and Laura Winig
On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies....
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Keywords:
Mergers and Acquisitions;
Customer Focus and Relationships;
Decision Choices and Conditions;
Governing and Advisory Boards;
Service Delivery;
Organizational Culture;
Internet and the Web;
Valuation;
Apparel and Accessories Industry;
Retail Industry
Frei, Frances X., Robin J. Ely, and Laura Winig. "Zappos.com 2009: Clothing, Customer Service, and Company Culture." Harvard Business School Case 610-015, October 2009. (Revised June 2011.)
- 21 Mar 2016
- HBS Case
Can Customer Reviews Be 'Managed?'
actually booking and get a commission of that?” Q: You call the case “managing online reviews.” As I read it, I thought the notion of managing online reviews seems to be counter to the notion of providing unbiased information. Yet you do...
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- 09 Dec 2019
- Research & Ideas
Identify Great Customers from Their First Purchase
School. By incorporating data most companies discard, Ascarza and her co-researcher devised an algorithm capable of quickly analyzing more than 40 variables to create a “first impression” of the customer after the initial transaction. The...
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- 2008
- Book
Managing Your Boss
By: John J. Gabarro and John P. Kotter
Managing your boss: Isn't that merely manipulation? Corporate cozying up? Not according to John Gabarro and John Kotter. In this handy guidebook, the authors contend that you manage your boss for a very good reason: to do your best on the job—and thereby benefit not...
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Keywords:
Communication;
Decision Making;
Information Management;
Managerial Roles;
Negotiation Tactics;
Performance Productivity;
Personal Development and Career;
Relationships;
Personal Characteristics
Gabarro, John J., and John P. Kotter. Managing Your Boss. Paperback ed. Harvard Business Review Classics. Harvard Business School Press, 2008.
- 06 May 2002
- Research & Ideas
A Toolkit for Customer Innovation
Thomke and Eric von Hippel Tapping into customer innovation can certainly generate tremendous value, but capturing that value is hardly a simple or straightforward process. Not only must companies develop the right tool kit, they must...
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Keywords:
by Stefan Thomke & Eric Von Hippel