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Show Results For
- All HBS Web
(3,941)
- People (1)
- News (641)
- Research (2,735)
- Events (5)
- Multimedia (5)
- Faculty Publications (1,681)
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- October 2023 (Revised February 2024)
- Supplement
Managing Customer Retention at Teleko
By: Eva Ascarza and Ta-Wei Huang
- April 1997
- Background Note
Using ABC to Manage Customer Mix and Relationships
By: Robert S. Kaplan
Describes applying activity-based costing to manage customer relationships. Links cost-to-serve to net margins earned with individual customers. View Details
Kaplan, Robert S. "Using ABC to Manage Customer Mix and Relationships." Harvard Business School Background Note 197-094, April 1997.
- April 2006 (Revised April 2008)
- Course Overview Note
Managing Service Operations: Understanding the Customer Operating Role
By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
Keywords: Service Operations
- October 2014 (Revised November 2016)
- Technical Note
Customer Lifetime Value (CLV) vs. Customer Lifetime Return on Investment (CLROI)
By: Elie Ofek
This note presents two related measures for assessing the financial value of a customer to the firm. The first is the well-known measure of Customer Lifetime Value, or CLV for short. The second, which has received much less attention, treats the acquisition of a... View Details
Keywords: Customer Lifetime Value; Return On Investment; Segmentation; Social Networks; Customer Relationship Management; Marketing Strategy; Investment Return; Social and Collaborative Networks; Social Media
Ofek, Elie. "Customer Lifetime Value (CLV) vs. Customer Lifetime Return on Investment (CLROI)." Harvard Business School Technical Note 515-049, October 2014. (Revised November 2016.)
- May 2005
- Class Lecture
Managing Markets, Segments, and Customers
By: Das Narayandas
Narayandas, Das. "Managing Markets, Segments, and Customers." Harvard Business School Class Lecture 505-079, May 2005.
- March 2009
- Article
Customer Experience Creation: Determinants, Dynamics and Management Strategies
By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- April 2006
- Background Note
Informing Service Management with Customer Data
By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value
Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
- 06 Jul 2020
- Research & Ideas
The Right Way to Manage Customer Churn for Maximum Profit
bucket and in a little over three years all your current customers might be gone,” says Gupta, the Edward W. Carter Professor of Business Administration at Harvard Business School. For that reason, many companies have a program to... View Details
- November 2004
- Article
Linking Customer Management Effort to Customer Profitability in Industrial Markets
By: Douglas Bowman and Das Narayandas
Bowman, Douglas, and Das Narayandas. "Linking Customer Management Effort to Customer Profitability in Industrial Markets." Journal of Marketing Research (JMR) 41, no. 4 (November 2004).
- August 2002 (Revised February 2018)
- Teaching Note
Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan
Teaching Note for 102-043 and 102-072. View Details
- March 2017
- Exercise
Designing Transformational Customer Experiences
By: Stefan Thomke
Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are frustrated by the lack of responsiveness or empathy that they encountered. The reality is that most customer... View Details
Keywords: Customer Experience; Exercise; Learning By Doing; LEGO; Storytelling; Customer Satisfaction; Design; Innovation and Management; Transformation; Service Delivery
Thomke, Stefan. "Designing Transformational Customer Experiences." Harvard Business School Exercise 617-051, March 2017.
- March 2003
- Background Note
Managing a Customer Relationship Over Time
By: Das Narayandas
Describes the different ways in which vendors can sell a portfolio of products to industrial customers. View Details
- August 2002
- Article
Seven Barriers to Customer Equity Management
By: D. Bell, J. Deighton, W. J. Reinartz, R. T. Rust and G. Swartz
Bell, D., J. Deighton, W. J. Reinartz, R. T. Rust, and G. Swartz. "Seven Barriers to Customer Equity Management." Journal of Service Research 5, no. 1 (August 2002): 77–85.
- March 13, 2023
- Article
Sales Teams Need to Stop Focusing on the Customer Funnel
Understanding where customers are, how they navigate streams in your market, and how to interact with them in a given stream is now central to crafting a good customer experience, and that has implications. Among other things, companies need to shift from thinking... View Details
Keywords: Customer Experience; Customer Value and Value Chain; Customer Relationship Management; Consumer Behavior
Cespedes, Frank V. "Sales Teams Need to Stop Focusing on the Customer Funnel." Harvard Business Review (website) (March 13, 2023).
- Article
How B2B Companies Can Win Back Customers They've Lost
By: Frank V. Cespedes and León Poblete
Most research and training in sales focus on acquiring new customers. But winning back previous customers is increasingly important: mergers, choice in supply chains, and uncertainty about trade wars mean that B2B customers are constantly re-evaluating relationships... View Details
Cespedes, Frank V., and León Poblete. "How B2B Companies Can Win Back Customers They've Lost." Harvard Business Review (website) (June 3, 2019).
- July – August 1996
- Article
Manage Marketing by the Customer Equity Test
By: Robert C. Blattberg and J. A. Deighton
Blattberg, Robert C., and J. A. Deighton. "Manage Marketing by the Customer Equity Test." Harvard Business Review 74, no. 4 (July–August 1996): 136–144.
- summer 2002
- Article
Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
Narayanan, V.G., and Lisa Brem. "Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group." Journal of Interactive Marketing 16, no. 3 (summer 2002): 76–98.
- Research Summary
Customer Intelligence
- Data and Reality Mining for Business Applications
- Business Value of Social Networks
- Customer Behavior Patterns
- Analitical Customer Relationship Management
- September–October 1987
- Article
Manage Customers for Profits (Not Just Sales)
By: Benson P. Shapiro, V. K. Rangan, Rowland T. Moriarty and Elliot Ross
Shapiro, Benson P., V. K. Rangan, Rowland T. Moriarty, and Elliot Ross. "Manage Customers for Profits (Not Just Sales)." Harvard Business Review 65, no. 5 (September–October 1987).
- March 2018
- Article
In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions
By: Eva Ascarza, Scott A. Neslin, Oded Netzer, Zachery Anderson, Peter S. Fader, Sunil Gupta, Bruce Hardie, Aurelie Lemmens, Barak Libai, David T. Neal, Foster Provost and Rom Schrift
In today’s turbulent business environment, customer retention presents a significant challenge for many service companies. Academics have generated a large body of research that addresses part of that challenge—with a particular focus on predicting customer churn.... View Details
Ascarza, Eva, Scott A. Neslin, Oded Netzer, Zachery Anderson, Peter S. Fader, Sunil Gupta, Bruce Hardie, Aurelie Lemmens, Barak Libai, David T. Neal, Foster Provost, and Rom Schrift. "In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions." Special Issue on 2016 Choice Symposium. Customer Needs and Solutions 5, nos. 1-2 (March 2018): 65–81.