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Show Results For
-
All HBS Web
(7,716)
- People (9)
- News (1,372)
- Research (5,550)
- Events (17)
- Multimedia (8)
- Faculty Publications (3,934)
- 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...
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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).
- Research Summary
Customer Intelligence
- Data and Reality Mining for Business Applications
- Business Value of Social Networks
- Customer Behavior Patterns
- Analitical Customer Relationship Management
- 2023
- Working Paper
The Customer Journey as a Source of Information
By: Nicolas Padilla, Eva Ascarza and Oded Netzer
In the face of heightened data privacy concerns and diminishing third-party data access,
firms are placing increased emphasis on first-party data (1PD) for marketing decisions.
However, in environments with infrequent purchases, reliance on past purchases 1PD...
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Keywords:
Customer Journey;
Privacy;
Consumer Behavior;
Analytics and Data Science;
AI and Machine Learning;
Customer Focus and Relationships
Padilla, Nicolas, Eva Ascarza, and Oded Netzer. "The Customer Journey as a Source of Information." Harvard Business School Working Paper, No. 24-035, October 2023. (Revised October 2023.)
- August 2024
- Technical Note
Managing Professional Relationships in the Modern Workplace
By: Christina R. Wing, Andrew Peddar and Dylan Torchinsky
- 1980
- Chapter
Managing Communications and Conflict in Interpersonal Relationships
By: John J. Gabarro and Cyrus F. Gibson
- 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...
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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.
- June 2016
- Teaching Note
Relating to Peapod
By: Jill Avery and Susan Fournier
This case concerns the topics of relationship marketing, customer acquisition and retention, brand loyalty, service failure and recovery, new product introduction, and the use of consumer ethnography to study consumer behavior. Specifically, the case explores the...
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- Research Summary
Consumer-Brand Relationships and CRM
By: Jill J. Avery
This highly pragmatic stream investigates the contemporary practice of customer relationship management (CRM) by exploring the phenomenological, lived experience of consumers' relationships with brands. Using a contracting theory lens supplemented with knowledge of...
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- 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...
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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).
- 2021
- Working Paper
If Customer Relationships Matter, Why Do Businesses Play Tricks with Their Prices?
By: Julia von Schuckmann, Marco Bertini and Ann Kronrod
- Article
Too Hot to Handle? How to Manage Relationship Conflict
By: A. C. Edmondson and D. M. Smith
Edmondson, A. C., and D. M. Smith. "Too Hot to Handle? How to Manage Relationship Conflict." California Management Review 49, no. 1 (Fall 2006): 6–31.
- 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....
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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.
- Web
Managing Customers for Growth - Course Catalog
HBS Course Catalog Managing Customers for Growth Course Number 1965 Associate Professor Eva Ascarza Fall; Q2; 1.5 credits 14 Sessions Project Introduction Without customers, there is no business! This course...
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Strong Brands, Strong Relationships
From the editor team of the ground-breaking Consumer-Brand Relationships: Theory and Practice comes this new volume. Strong Brands, Strong Relationships is a collection of innovative research and management insights that... View Details
- June 1993
- Article
The Dynamics of Managing Racial Diversity in Developmental Relationships
By: D. A. Thomas
Thomas, D. A. "The Dynamics of Managing Racial Diversity in Developmental Relationships." Administrative Science Quarterly 38, no. 2 (June 1993): 169–194.
- February 2013 (Revised March 2013)
- Case
Agero: Enhancing Capabilities for Customers
By: Robert Simons and Natalie Kindred
This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details
Keywords:
Entrepreneurial Management;
Entrepreneurial Gap;
Entrepreneurship;
Auto Industry;
Insurance;
Performance Management;
Performance Measurement;
Performance Measures;
Performance Pressure;
Decisions;
Family Business;
Resource Allocation;
Organizational Design;
Customer Focus and Relationships;
Performance Evaluation;
Growth and Development Strategy;
Service Industry
Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Case 113-001, February 2013. (Revised March 2013.)
- 2012
- Chapter
The Relational Roles of Brands
By: Jill Avery
In contemporary culture, brands play important relational roles, linking consumers to others and serving as relational partners. This chapter provides an understanding of the relational roles of brands to illuminate why and how consumers connect with brands and how...
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Keywords:
Brands;
Brand Management;
Brand Equity;
Brand Building;
Customer Relationship Management;
CRM;
Customers;
Customer Focus and Relationships;
Brands and Branding;
Marketing;
Marketing Strategy;
Consumer Products Industry
Avery, Jill. "The Relational Roles of Brands." Chap. 9 in Marketing Management: A Cultural Perspective, edited by Lisa Penaloza, Nil Toulouse, and Luca M. Visconti, 147–163. Routledge, 2012.
- 2005
- Book
Managing Customers as Investments: The Strategic Value of Customers in the Long Run
By: Sunil Gupta and Donald R. Lehmann
Gupta, Sunil, and Donald R. Lehmann. Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Wharton School Publishing, 2005. (2006 winner of the annual Berry-AMA book prize for the best book in marketing.)