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All HBS Web
(117,607)
- Faculty Publications (543)
- June 1987 (Revised May 1992)
- Case
Carolina Power & Light Co.: Customer and Operating Services Group
Cespedes, Frank V. "Carolina Power & Light Co.: Customer and Operating Services Group." Harvard Business School Case 587-179, June 1987. (Revised May 1992.)
- April 1987 (Revised January 1990)
- Background Note
The New Intimacy
Describes how close relationships with customers require close interfunctional and interdivisional coordination. Explains where the closest vendor/customer relationships arise and how they stress internal coordination. Also enumerates and briefly describes the way in...
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Keywords:
Customer Focus and Relationships
Shapiro, Benson P. "The New Intimacy." Harvard Business School Background Note 587-121, April 1987. (Revised January 1990.)
- February 1982
- Case
MCI Telecommunications Corp. (B): Customer Service Strategy and Organization
By: John F. Cady and Frank V. Cespedes
Keywords:
Customer Relationship Management;
Customer Focus and Relationships;
Strategy;
Telecommunications Industry
Cady, John F., and Frank V. Cespedes. "MCI Telecommunications Corp. (B): Customer Service Strategy and Organization." Harvard Business School Case 582-108, February 1982.
- January 1980 (Revised August 1986)
- Case
General Electric vs. Westinghouse in Large Turbine Generators (A)
Describes the U.S. large turbine generator industry in early 1963, a period of severe price cutting and depressed industry conditions. Presents data to allow a structural analysis of the industry and an analysis of the strategies of the major players since 1946. The...
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Keywords:
Transformation;
Customer Focus and Relationships;
Machinery and Machining;
Cost Management;
Price;
Management Analysis, Tools, and Techniques;
Marketing Strategy;
Industry Structures;
Competition;
Manufacturing Industry;
United States
Porter, Michael E. "General Electric vs. Westinghouse in Large Turbine Generators (A)." Harvard Business School Case 380-128, January 1980. (Revised August 1986.)
- January 1978 (Revised February 1983)
- Case
Polaroid-Kodak (B1)
Describes additional events in battle between Polaroid and Kodak outlined in Polaroid-Kodak. Includes the competitive actions taken by the companies such as the introduction of customer rebates and bonus plans with dealers. Details the new products of each company and...
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Keywords:
Customer Focus and Relationships;
Marketing Strategy;
Market Entry and Exit;
Product;
Competitive Strategy;
Electronics Industry
Porter, Michael E. "Polaroid-Kodak (B1)." Harvard Business School Case 378-173, January 1978. (Revised February 1983.)
- Forthcoming
- Article
Doing More with Less: Overcoming Ineffective Long-Term Targeting Using Short-Term Signals
By: Ta-Wei Huang and Eva Ascarza
Firms are increasingly interested in developing targeted interventions for customers with the best response,
which requires identifying differences in customer sensitivity, typically through the conditional average treatment
effect (CATE) estimation. In theory, to...
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Keywords:
Long-run Targeting;
Heterogeneous Treatment Effect;
Statistical Surrogacy;
Customer Churn;
Field Experiments;
Consumer Behavior;
Customer Focus and Relationships;
AI and Machine Learning;
Marketing Strategy
Huang, Ta-Wei, and Eva Ascarza. "Doing More with Less: Overcoming Ineffective Long-Term Targeting Using Short-Term Signals." Marketing Science (forthcoming). (Pre-published online March 6, 2024.)
- Forthcoming
- Article
From Bupkis to Sechel in Health Care
By: Regina E. Herzlinger and Richard Boxer
Fifty years ago, famed economist Milton Friedman declared that “The social responsibility of business is to increase its profits.” This free market manifesto was adopted by the healthcare industry as well. But transactional has evolved into transformational with the...
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Keywords:
Corporate Accountability;
Customer Focus and Relationships;
Corporate Social Responsibility and Impact;
Health Industry
Herzlinger, Regina E., and Richard Boxer. "From Bupkis to Sechel in Health Care." JAMA, the Journal of the American Medical Association (forthcoming).
- Forthcoming
- Article
Improving Customer Compatibility with Tradeoff Transparency
By: Ryan W. Buell and MoonSoo Choi
Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run...
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Keywords:
Transparency;
Customer Selection;
Customer Compatibility;
Retention;
Service Operations;
Service Delivery;
Marketing Strategy;
Marketing Communications;
Customer Focus and Relationships;
Customer Satisfaction;
Banking Industry;
Australia
Buell, Ryan W., and MoonSoo Choi. "Improving Customer Compatibility with Tradeoff Transparency." Management Science (forthcoming). (Pre-published online May 8, 2024.)