Customer Management - Publications - Faculty & Research

10 Jan 2020
Blog Post

Know Your Audience - Recruiting HBS Students for Retail

Director and Career Coach Renee Pappastratis – Recruiting Relations Manager Together, Laurie and Renee manage relationships with retailers interested in recruiting HBS students to join their teams. Their... View Details

Keywords: Consumer Products / Retail

Web

Innovation and Renovation: Optimizing Product Line Architecture - Course Catalog

necessary in managing a product or service over time, and in satisfying customer needs more precisely and blocking competitive advances. Cases include Evernote, an online notetaking app. We will discuss the... View Details

10 Jun 2002
Research & Ideas

Disruption: The Art of Framing

offered by the CMOS technology. And he committed additional resources only when the management team identified and began developing new markets. Rather than pour money into the initial framing, he helped View Details

Keywords: by Clark Gilbert & Joseph L. Bower

25 Mar 2019
News

Rent The Runway Joins the Unicorn Club

two core tenets, saying that “Rent the Runway has consistently demonstrated an ability to innovate and improve its customer experience and technology.” READ MORE View Details

Keywords: Clothing and Clothing Accessories Stores; Retail Trade

01 Jun 2005
News

Transforming the IRS

over the next five years transformed almost every aspect of the sprawling agency, from its antiquated IT systems to its internal management structures. Many Unhappy Returns (HBS Press, 2005) is his insider account of a mission that seemed... View Details

Keywords: Ann Cullen; IRS; Many Unhappy Returns; reform; Executive, Legislative, and Other General Government Support; Government

07 Aug 2000
Research & Ideas

Rocket Science Retailing

that have not been shipped. This process of reading and reacting to market signals has improved CompUSA's ability to match supply with demand. Finally, book and music retailer Borders Group uses historical sales data to customize the... View Details

Keywords: by Marshall L. Fisher, Ananth Raman & Anna Sheen McClelland; Retail

01 Jun 2012
News

Made in the USA

course the lobster industry tried it, but in less than two years, the traps rusted and the welds broke. Our customers came back, because they realized cheaper wasn’t better.” Equipment that automates repetitive tasks—such as a $2.5... View Details

Keywords: Blagg, Deborah; cheese; lobster fishing; Management of Companies and Enterprises; Management of Companies and Enterprises; Management of Companies and Enterprises; Management of Companies and Enterprises; Management of Companies and Enterprises; Management of Companies and Enterprises

October 2010
Case

The Cleveland Clinic: Improving the Patient Experience (Abridged)

By: Ananth Raman, Anita L. Tucker and Rachel Gordon

Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen though if healthcare also considered question of "How does the patient feel?" This case looks at the... View Details

Keywords: Customer Satisfaction; Ethics; Health Care and Treatment; Six Sigma; Performance Improvement; Safety; Value Creation

Citation

Educators

Purchase

Though he was not the first individual to launch a personal finance software company, Cook was the most successful. His focus on easy of use and customer service helped to develop Quicken into one of the most successful software... View Details

Keywords: Computers & Electronics

01 Mar 2005
News

In the Blood

million. Clay didn’t own the horse, but he makes a standard commission of 5 percent on managing the sale of some 250 horses a year like her. Boarding and sales are two facets of his business, Clay explains; he also breeds his own mares,... View Details

Keywords: Hanna, Julia; horse racing; Animal Production and Aquaculture; Agriculture; Performing Arts, Spectator Sports, and Related Industries; Arts, Entertainment

01 Jun 2022
News

Empowering Entrepreneurially Minded Students

In 1947, Professor Myles Mace, a pioneer in the study of entrepreneurship and corporate governance, introduced a unique offering into the MBA curriculum called The Management of New Enterprises. Believed to be the first entrepreneurship... View Details

Keywords: Jennifer Gillespie

26 Apr 2011
News

Do You See What I See?

management practice Sandra Sucher, who teaches a section of the course. “It’s all about engaging the ‘other,’ and leaders can be notoriously poor at separating out their own perception from the way that other people might see things.”... View Details

Keywords: Julia Hanna; Colleges, Universities, and Professional Schools; Educational Services

Christina Melas-Kyriazi

Christina joined Bain Capital Ventures in 2021, where she focuses on early-stage investments in fintech and commerce. Christina was previously Head of Product for Consumer Foundations at Affirm, where she led a team of product managers... View Details

Shirish Nimgaonkar

Shirish is the co-founder of an AI enabled predictive automation software company. and a Natural Language Processing company focused on enhancing customer experience through AI. In the past, he has been a part of the senior View Details

01 Jun 1997
News

New Releases

demand, and on pleasing the best customers - can ultimately weaken a strong firm. In The Innovator's Dilemma, Christensen shows how significant breakthroughs in products and services are often initially rejected by mainstream View Details

September 2000
Background Note

Professional Services Module Five: Serving Clients Effectively

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry

It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery. View Details

Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy

Citation

Find at Harvard

November 2006
Case

Introducing Frequent Flyer Programs

By: Dennis A. Yao

Allows students to explore the value to American Airlines of introducing a frequent flyer program in 1981. View Details

Keywords: Value; Management Analysis, Tools, and Techniques; Mathematical Methods; Game Theory; Competitive Advantage; Programs; Customers; Air Transportation Industry

Citation

Educators

24 Mar 2009
First Look

First Look: March 24, 2009

Information" (CWCI). The instructions that follow use datasets from three of the cases in the course: "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand... View Details

Keywords: Martha Lagace

May 2008
Teaching Note

Vegpro Group: Growing in Harmony (TN)

By: David E. Bell and Mary L. Shelman

Teaching Note for [508-001]. View Details

Keywords: Plant-Based Agribusiness; Customers; Production; Price; Ethics; Environmental Sustainability; Development Economics; Supply Chain; Agriculture and Agribusiness Industry; Europe; United Kingdom; Kenya

Citation

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December 2003 (Revised September 2005)
Case

Rein Chemical Company: Specialty Division

By: Francis Aguilar

This case describes corporate management's recent discovery of widespread unethical pricing transactions in one division and key managers' different views on how to respond. Students are asked to evaluate management's position and decide who should do what to resolve... View Details

Keywords: Customers; Price; Ethics; Business Divisions; Chemicals; Crisis Management; Chemical Industry

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