Customer Management - Publications - Faculty & Research

01 Dec 2003
News

Alumni Luminaries Discuss Careers, Values with HBS Students

Inc., an enterprise she began in her garage and grew into a $20 million operation with twelve hundred employees. She is the first African-American woman to earn an MBA at HBS. Charles O. Rossotti (MBA ’64), cofounder, former chairman and CEO, American View Details

18 Apr 2005
Research & Ideas

Selling Luxury to Everyone

facials a year. Those services provide the company with a paying focus group from which it can gather feedback on its products. "Our customers are paying us $200 [a facial]; you better believe they give us feedback," he said.... View Details

Keywords: by Julie Jette; Consumer Products

Web

Trade Cards - The Art of American Advertising

Home Site map Map / Directions Search: General Information HBS Home About Annual Report Campus Commencement Dean Nohria Employment Fifty Years of Women Give News New Construction Academic Programs Doctoral Programs Executive Education MBA Summer Venture in View Details

08 May 2018
First Look

First Look at New Research and Ideas, May 8, 2018

forthcoming Management Science Evidence of Upcoding in Pay-for-Performance Programs By: Bastani, Hamsa, Joel Goh, and Mohsen Bayati Abstract—Recent Medicare legislation seeks to improve patient care quality by financially penalizing... View Details

Keywords: Sean Silverthorne

16 Jan 2020
News

Helping California Wildfire Victims Rebuild

the process simpler,” Pechet told Forbes. The company is now managing the rebuild process for 150 victims of the California wildfires. The Homebound software, the article notes, “tracks 379 unique tasks that are common when building a... View Details

Keywords: Construction of Buildings; Construction

Robert F. McDermott

diversified financial services enterprise with over $30 billion in assets. His deep commitment to customer service and concern for employee satisfaction were recognized by industry analysts who often ranked USAA as the best View Details

Keywords: Finance

November 10, 2022
Article

5 Ways Startups Can Prepare for a Recession

By: Lou Shipley

Startups face unique challenges during economic downturns. They typically aren’t yet profitable and so are reliant on outside funding—and therefore are especially exposed when macroeconomic conditions change. To make it through a recession, startup CEOs should hit the... View Details

Keywords: Entrepreneurship; Organizational Culture; Sales; Customer Focus and Relationships; Decisions; Inflation and Deflation; Financial Crisis; Employee Relationship Management; Business Startups; Credit

Citation

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16 Mar 2010
First Look

First Look: March 16

Managing such a firm in the era of globalization posed enormous challenges. The book covers the company's strategies and provides compelling evidence of its decision making, marketing, brand management, innovation, acquisition strategies,... View Details

Keywords: Martha Lagace

30 Jun 2015
First Look

First Look: June 30, 2015

in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure repeated memorable service encounters; (2) customers buy... View Details

Keywords: Carmen Nobel

01 Dec 2017
News

Case Study: The Doctor Deficit

employer and employee, Nomad manages the process, from background checks to malpractice insurance to payroll. It charges health care institutions a 15 percent commission for each hire—a transparency unheard of in a sector in which the... View Details

Keywords: April White

02 Sep 2019
What Do You Think?

Are Overlooked Forces Shielding the US from Severe Economic Downturns?

given the length of the economic recovery from the depths of 2008. But are several basic forces at work that put the notion of an imminent recession to rest? In the early 1960s, in a class on business logistics at The Ohio State University, I ran an experiment in which... View Details

Keywords: by James Heskett; Service

01 Oct 2000
News

Laura Scher of Working Assets

debate each month, about which customers may voice their concern to key decision-makers through free calls and easy-to-send letters. "Thanks to the HBS course Managing in a Competitive Environment, I knew... View Details

Keywords: Marguerite Rigoglioso

9 AM – 10 AM EDT, 21 Aug 2019
HBS Online

HBS Online Disruptive Strategy

Make innovation a reality with strategies from two-time World's Most Innovative Business Thinker, Clayton Christensen. Program Dates: August 21, 2019 - October 02, 2019 View Details

04 Aug 2021
Research & Ideas

Worried About the Great Resignation? Be a Good Company to Come From

While managers feared that all the top talent would leave, instead Recruit grew to become a $20 billion tech company (roughly the equivalent of Salesforce) that employs 50,000 people globally. They have created a suite of products... View Details

Keywords: by Sandra J. Sucher and Shalene Gupta

20 Mar 2020
Research & Ideas

How Small Businesses Can Survive the Coronavirus Outbreak

National Small Business Association survey. Almost half of the 950 people surveyed said that customer demand was down, and one-third of respondents were experiencing supply chain disruptions. More than half expect the US to sink into a... View Details

Keywords: by Danielle Kost; Service; Food & Beverage

06 Oct 2011
What Do You Think?

How Will the ‘Moneyball Generation’ Influence Management?

analysis. Many of them could be regarded as "indirect" performance measures, presumably of interest to managers and the investment analysts who regularly examine their work. They included such things as the proportion of new... View Details

Keywords: by James Heskett

12 Apr 2011
News

Twelve Global Finalists Compete at HBS

LifeQube mobile clinic management Asia-Pacific HBS Club of Shanghai Oliver Segovia, MBA '10 Jennifer Kelly, MBA '10 AVA invitation-only shopping platform Canada HBS Club of Toronto Zaheed Poptia, MBA '06 CardSwap online giftcard... View Details

Keywords: Multiple alumni

Article

In Microfinance, Clients Must Come First

By: Srikant M. Datar, Marc J. Epstein and Kristi Yuthas

In the debate over whether microfinance works, few microfinance institutions articulate what, exactly, their ultimate goals are and how, exactly, they will achieve them. The authors cut through the confusion by mapping a clear theory of change for microfinance. If the... View Details

Keywords: Business Startups; Customer Focus and Relationships; Social Entrepreneurship; Microfinance; Goals and Objectives; Success; Social Enterprise; Poverty