Publications
Publications
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- All HBS Web
(117,185)
- Faculty Publications (546)
- December 2002 (Revised February 2003)
- Case
Wyndham International: Fostering High-Touch with High-Tech
By: Lynda M. Applegate and Gabriele Piccoli
Examines a hotel chain's attempt to use information technology to achieve market dominance and build customer loyalty during a period of global industry decline. View Details
- November 2002 (Revised June 2003)
- Case
Monsanto: Leadership in a New Environment
By: Ray A. Goldberg, James Weber and James M Beagle
Monsanto is the biotechnology leader in agriculture. How does it use its leadership in Round Up to fund long-term research and development in biotechnology that is acceptable to the priority system of consumers in different parts of the world? Includes color exhibits. View Details
- 2002
- Chapter
Use the Balanced Scorecard to Partner with Strategic Constituents: Employees, Customers, Suppliers, and Communities
By: Robert S. Kaplan and David P. Norton
- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
- 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... View Details
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
- August 2002
- Case
Siebel Systems: Anatomy of a Sale, Part 3
By: John A. Deighton and Das Narayandas
How does a $2 million software sale happen? This case traces efforts by Siebel Systems to sell lead management software to discount broker Quick & Reilly. The buying process is mapped out over four years. Covers in detail the last six months--from Siebel's initial... View Details
- August 2002 (Revised November 2016)
- Background Note
Customer Profitability and Lifetime Value
By: Elie Ofek
Introduces the central concepts involved in determining customer lifetime value, with detailed analysis and examples from the realm of direct marketing. Implications for marketing strategy and customer relationship management are briefly discussed. View Details
- August 2002 (Revised June 2006)
- Case
Great Dakota Bank: Online Banking
By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details
- July 2002 (Revised August 2003)
- Case
Unilever Superannuation Fund vs. Merrill Lynch, The
By: Andre F. Perold and Joshua Musher
In 2001, the Unilever Superannuation Fund sued Merrill Lynch for damages of 130 million British pounds. Over the period 1977 to 1998, the Unilever Fund had significantly underperformed the benchmark, and its trustees contended that the poor returns resulted from... View Details
- summer 2002
- Article
Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
- June 2002
- Background Note
Note on Customer Management
By: Das Narayandas
Lays out a framework for the management of customers using examples of forms in a variety of industries. View Details
- March 2002 (Revised May 2007)
- Case
Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)
By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
- February 2002 (Revised March 2002)
- Case
Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
- February 2002 (Revised April 2002)
- Case
Chengwei Ventures and the hdt* Investment
By: G. Felda Hardymon, Josh Lerner and Ann Leamon
Bo Feng, cofounder and principal in Chengwei Ventures, one of the first sovereign venture capital firms in China, is trying to decide on the proper business model for hdt, the product of a merger between two portfolio companies. This case discusses the best way for the... View Details
- November 2001 (Revised October 2017)
- Case
GuestFirst Hotel (A): Customer Loyalty
By: Frances X. Frei and Dennis Campbell
Provides a hotel context in which to explore the link between customer loyalty and financial performance, using four years of hotel data. Challenges students to find the extent of the relationship between loyalty and performance. View Details
- 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
- October 2001 (Revised October 2017)
- Supplement
Pilgrim Bank (B): Customer Retention
By: Frances X. Frei and Dennis Campbell
Supplements the (A) case. View Details
- September 2001 (Revised August 2004)
- Case
Rapid Rewards at Southwest Airlines
By: Frances X. Frei and Corey B. Hajim
Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details