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  • 2019
  • Working Paper

Managing Churn to Maximize Profits

By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a... View Details
Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit
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  • Article

Understanding the Advice of Commissions-Motivated Agents: Evidence from the Indian Life Insurance Market

By: Santosh Anagol, Shawn Cole and Shayak Sarkar
We conduct a series of field experiments to evaluate the quality of advice provided by life insurance agents in India. Agents overwhelmingly recommend unsuitable, strictly dominated products, which provide high commissions to the agent. Agents cater to the beliefs of... View Details
Keywords: Advice; Customers; Insurance; Service Operations; Motivation and Incentives; Ethics; India
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  • August 2005 (Revised April 2006)
  • Case

Kemps LLC: Introducing Time-Driven ABC

By: Robert S. Kaplan
Kemps is making a strategy shift: from being focused on fulfilling customer requests to becoming the best cost dairy producer in the industry. Its existing manufacturing cost system, however, fails to capture the costs associated with handling special flavors, small... View Details
Keywords: Activity Based Costing and Management; Customer Relationship Management; Cost Accounting; Managerial Roles; Cost Management; Earnings Management; Business Strategy; Time Management; Growth and Development Strategy; Management Teams; Decisions; Food and Beverage Industry
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  • February 2008 (Revised February 2008)
  • Supplement

Lincoln Financial Group (B): Making LFD a Reality

LFG reorganizes its business in order to improve customer intimacy. However, to implement the strategy, they need to effect significant changes in the skills of their salespeople. This case series straddles human resource management, corporate strategy, and sales... View Details
Keywords: Organizational Change and Adaptation; Customer Focus and Relationships; Financial Services Industry
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  • Web

Student Spotlight: 2023 HCC Co-Presidents Reflect on Their Time at HBS and the Current Health Care Systems - Blog: Health Supplement

relationship with the patient and is able to leverage that in leading change in the system as a whole. What experiences or faculty have had the most impact on you? I took nearly every healthcare course in... View Details
  • March 2024
  • Case

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Bruce Hardie, Michael Ross and Peter S. Fader
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States
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  • November 2020
  • Supplement

Integrating Beam Suntory (B)

By: David G. Fubini, Rawi Abdelal and David Lane
Supplements (A) case: The spring 2014 acquisition of U.S. alcoholic spirits maker Beam Inc. by Japan’s Suntory Holdings vaulted Suntory from 15th to third-largest international spirits company in the world. Yet Suntory had borrowed nearly the entire $16 billion... View Details
Keywords: Family Business; Communication; Borrowing and Debt; Globalization; Corporate Governance; Governing and Advisory Boards; Retention; Leadership; Supply Chain; Organizational Structure; Ownership; Relationships; Conflict and Resolution; Integration; Value Creation; Food and Beverage Industry; Japan; United States; Chicago
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  • March 2024
  • Teaching Note

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Peter S. Fader, Bruce Hardie and Michael Ross
Teaching Note for HBS Case No. 524-046. This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in... View Details
Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Customer Value and Value Chain; Retail Industry; United States
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  • Article

Social Dimension of Consumer Distinctiveness: The Influence of Social Status on Group Identity and Advertising Persuasion

By: Sonya Grier and Rohit Deshpandé
Keywords: Society; Customers; Groups and Teams; Identity; Advertising; Status and Position
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  • August 1994
  • Case

Grupo IUSACELL (A)

Describes the challenges facing a cellular telephone company in Mexico as it positions itself in the explosive cellular market and prepares to become a full-service telecommunications provider. Faced with declining market share, revenues per subscriber, and operating... View Details
Keywords: Business or Company Management; Customer Relationship Management; Telecommunications Industry; Mexico
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  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

  • 26 Jul 2010
  • Research & Ideas

Yes, You Can Raise Prices in a Downturn

the seller's opportunity cost of capital). The only way to create a win-win customer relationship is to focus on maximizing that total space. “Try selling something at exactly... View Details
Keywords: by Sean Silverthorne; Retail; Consumer Products
  • 01 Feb 1997
  • News

Shaping the Future of Business: Entrepreneurial Evolution at HBS

that focus on entrepreneurship as an ongoing process, not just the launch of a new venture. Concurrently, he has developed a model of entrepreneurship that describes the process as "the pursuit of opportunity beyond resources currently... View Details
Keywords: Nancy O. Perry and Susan Young; profiles by Garry Emmons
  • February 2008 (Revised May 2008)
  • Supplement

Lincoln Financial Group (C)

LFG reorganizes its business in order to improve customer intimacy. However, to implement the strategy, they need to effect significant changes in the skills of their salespeople. This case series straddles human resource management, corporate strategy, and sales... View Details
Keywords: Organizational Change and Adaptation; Salesforce Management; Customer Focus and Relationships; Financial Services Industry
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    Detecting Routines: Applications to Ridesharing CRM

    Routines shape many aspects of day-to-day consumption. While prior work has established the importance of habits in consumer behavior, little work has been done to understand the implications of routines--which we define as repeated behaviors with recurring, temporal... View Details
    • September 2016 (Revised October 2016)
    • Technical Note

    Internet Data Capping Note

    By: Shane Greenstein, Lisa Cox and Christine Snively
    In April 2016, U.S. federal regulators approved Charter Communications’ acquisition of Time Warner Cable (TWC). The Department of Justice (DoJ) and Federal Communications Commission (FCC), however, stipulated that the new company could not apply data caps or introduce... View Details
    Keywords: Internet Service Provider; Data Caps; Compression; Information Technology; Internet and the Web; United States
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    • 18 Feb 2019
    • Book

    What’s Really Disrupting Business? It’s Not Technology

    Many companies obsess about their direct competitors—how to undercut their prices, outpace them in R&D, or steal their talent. You argue that companies should focus on customers View Details
    Keywords: by Danielle Kost; Beauty & Cosmetics; Insurance; Service; Retail
    • 2012
    • Working Paper

    Do Market Leaders Lead in Business Process Innovation? The Case(s) of E-Business Adoption

    By: Kristina S. McElheran
    This paper explores the relationship between market position and business process innovation. Prior research has focused on the alignment between new technologies and the internal capabilities of firms to pursue them. I extend the investigation to include external... View Details
    Keywords: Investment; Technological Innovation; Leadership; Business Processes; Behavior; Motivation and Incentives; Technology Adoption; Manufacturing Industry; United States
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    • October 2022
    • Case

    Lyra Health: Transforming Mental Health

    By: Rembrand Koning and Nicole Keller
    In January 2022, Lyra Health was deciding between several different alternatives to grow the business. Founded in 2015, Lyra Health, was a digital mental health platform that combined technology with human therapists and coaches to deliver high quality mental health... View Details
    Keywords: Mental Health; Health Care and Treatment; Corporate Entrepreneurship; Customer Value and Value Chain; Growth and Development Strategy; Expansion; Health Industry; Technology Industry; San Francisco
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    • May 2010 (Revised November 2010)
    • Case

    Investment Technology Group

    By: Clayton S. Rose and David Lane
    Investment Technology Group (ITG) CEO Robert Gasser wondered if the financial crisis had permanently affected the firm's business model. A leader in trade analytics and execution for institutional equity investors, ITG had grown since its establishment in 1987 in step... View Details
    Keywords: Customer Relationship Management; Financial Crisis; Investment; Resignation and Termination; Crisis Management; Product Positioning; Organizational Change and Adaptation; Financial Services Industry; Information Technology Industry; New York (city, NY)
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