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Show Results For
-
All HBS Web
(10,790)
- People (21)
- News (2,320)
- Research (6,649)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,534)
- Research Summary
Dynamic Customer Relationship Management
Professor Lemon's work on dynamic customer relationships provides insight into how the customer's view of the relationship changes over time. Her research shows that current customers will adjust usage levels of a service in response to firm price changes in order to...
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- 05 Jun 2020
- News
Lessons from Chinese Companies’ Response to Covid-19
- June 2021
- Article
From Predictions to Prescriptions: A Data-driven Response to COVID-19
By: Dimitris Bertsimas, Léonard Boussioux, Ryan Cory-Wright, Arthur Delarue, Vassilis Digalakis Jr, Alexander Jacquillat, Driss Lahlou Kitane, Galit Lukin, Michael Lingzhi Li, Luca Mingardi, Omid Nohadani, Agni Orfanoudaki, Theodore Papalexopoulos, Ivan Paskov, Jean Pauphilet, Omar Skali Lami, Bartolomeo Stellato, Hamza Tazi Bouardi, Kimberly Villalobos Carballo, Holly Wiberg and Cynthia Zeng
The COVID-19 pandemic has created unprecedented challenges worldwide. Strained healthcare providers make difficult decisions on patient triage, treatment and care management on a daily basis. Policy makers have imposed social distancing measures to slow the disease, at...
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Keywords:
COVID-19;
Health Pandemics;
AI and Machine Learning;
Forecasting and Prediction;
Analytics and Data Science
Bertsimas, Dimitris, Léonard Boussioux, Ryan Cory-Wright, Arthur Delarue, Vassilis Digalakis Jr, Alexander Jacquillat, Driss Lahlou Kitane, Galit Lukin, Michael Lingzhi Li, Luca Mingardi, Omid Nohadani, Agni Orfanoudaki, Theodore Papalexopoulos, Ivan Paskov, Jean Pauphilet, Omar Skali Lami, Bartolomeo Stellato, Hamza Tazi Bouardi, Kimberly Villalobos Carballo, Holly Wiberg, and Cynthia Zeng. "From Predictions to Prescriptions: A Data-driven Response to COVID-19." Health Care Management Science 24, no. 2 (June 2021): 253–272.
Uncovering the Mitigating Psychological Response to Monitoring Technologies
Organizational psychologists have long held that monitoring workers saps them of their autonomy and thereby reduces their effectiveness. Yet technology has intensified such surveillance in recent years: Managers now track everything from clinicians’ handwashing to... View Details
- January 1991 (Revised March 1991)
- Case
Responsible Care
By: George C. Lodge and Jeffrey F. Rayport
Describes a 1989 initiative of the Chemical Manufacturer's Association (CMA) to secure chemical industry support for and implementation of a series of codes of conduct in the field of environmental health and safety. Called "Responsible Care", the program makes...
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Keywords:
Business and Government Relations;
Fairness;
Ethics;
Environmental Sustainability;
Safety;
Chemical Industry
Lodge, George C., and Jeffrey F. Rayport. "Responsible Care." Harvard Business School Case 391-135, January 1991. (Revised March 1991.)
- July 1991 (Revised June 1993)
- Background Note
Conflicting Responsibilities
Presents a framework for resolving issues in which managers' responsibilities--to shareholders, employees, other stakeholder groups, and to their own values and commitments in life--conflict with each other. The framework analyzes these issues in terms of duties,...
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Keywords:
Ethics;
Employees;
Management Analysis, Tools, and Techniques;
Management Practices and Processes;
Organizational Structure;
Personal Development and Career;
Business and Shareholder Relations;
Business and Stakeholder Relations
Badaracco, Joseph L. "Conflicting Responsibilities." Harvard Business School Background Note 392-002, July 1991. (Revised June 1993.)
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
The coronavirus shock has disrupted more than jobs, supply chains, and financial markets. Your customer has changed fundamentally, too. The number one task for many companies now is discovering where their B2C and B2B View Details
- March 2000 (Revised February 2005)
- Case
Hewlett Packard--Computer Systems Organization: Selling to Enterprise Customers
By: Das Narayandas and Robert C. Dudley
In late 1996, Manuel Diaz, head of Worldwide Sales for Hewlett-Packard's (HP) Computer Systems Organization (CSO), is reviewing the results of an audit of HP's enterprise customer management approach with the objective of identifying market and organizational...
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Keywords:
Accounting Audits;
Transformation;
Customer Relationship Management;
Cost vs Benefits;
Marketing Strategy;
Sales;
Computer Industry
Narayandas, Das, and Robert C. Dudley. "Hewlett Packard--Computer Systems Organization: Selling to Enterprise Customers." Harvard Business School Case 500-064, March 2000. (Revised February 2005.)
- 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.
- July 2003 (Revised October 2018)
- Case
Starbucks: Delivering Customer Service
By: Youngme Moon and John Quelch
Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would...
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Keywords:
Customer Focus and Relationships;
Customer Satisfaction;
Profit;
Recruitment;
Marketing Strategy;
Service Operations;
Performance Improvement;
Planning;
Food and Beverage Industry
Moon, Youngme, and John Quelch. "Starbucks: Delivering Customer Service." Harvard Business School Case 504-016, July 2003. (Revised October 2018.)
- January 2010 (Revised February 2011)
- Case
The Random House Response to the Kindle
By: Bharat N. Anand and Peter Olson
In early 2010, e-readers, like Amazon's Kindle and Apple's impending iPad, threatened to disrupt the book publishing industry. The case provides an overview of the industry, describes the broader trends regarding e-readers, and asks: how should major publishers like...
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Keywords:
Change Management;
Trends;
Disruptive Innovation;
Technological Innovation;
Consumer Behavior;
Industry Structures;
Corporate Strategy;
Hardware;
Publishing Industry
Anand, Bharat N., and Peter Olson. "The Random House Response to the Kindle." Harvard Business School Case 710-444, January 2010. (Revised February 2011.)
- 12 Jan 2023
- News
10 Ways to Boost Customer Satisfaction
- 07 Apr 2014
- News
Which Customers to Listen to, When
- January–February 2018
- Article
Some Customers Would Rather Leave Without Saying Goodbye
By: Eva Ascarza, Oded Netzer and Bruce G.S. Hardie
We investigate the increasingly common business setting in which companies face the possibility of both observed and unobserved customer attrition (i.e., “overt” and “silent” churn) in the same pool of customers. This is the case for many online-based services where...
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Keywords:
Churn;
Retention;
Attrition;
Customer Base Analysis;
Hidden Markov Models;
Latent Variable Models;
Customer Relationship Management;
Consumer Behavior
Ascarza, Eva, Oded Netzer, and Bruce G.S. Hardie. "Some Customers Would Rather Leave Without Saying Goodbye." Marketing Science 37, no. 1 (January–February 2018): 54–77.
- Fall 2016
- Article
How Do Customers Respond to Increased Service Quality Competition?
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide...
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Keywords:
Service Quality Competition;
Retail Banks;
Empirical Operations;
Retention;
Service Operations;
Quality;
Competition;
Banking Industry;
United States
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "How Do Customers Respond to Increased Service Quality Competition?" Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 585–607.
- 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...
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Keywords:
Customers;
Customer Relationship Management;
Price;
Perspective;
Marketing;
Competitive Advantage;
Financial Services Industry;
Banking Industry;
Canada
Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)." Harvard Business School Case 102-072, March 2002. (Revised May 2007.)
- April 2011 (Revised May 2011)
- Case
EMC2: Delivering Customer Centricity
By: Thomas Steenburgh and Jill Avery
This case introduces the concept of customer centricity and traces its development at EMC, the world's leading data storage hardware and information management software company. EMC's customers had historically relied on EMC salespeople to guide them through the...
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Keywords:
Business Model;
Interpersonal Communication;
Customer Relationship Management;
Knowledge Acquisition;
Marketing Strategy;
Organizational Change and Adaptation;
Salesforce Management;
Social and Collaborative Networks;
Internet;
Information Technology Industry
Steenburgh, Thomas, and Jill Avery. "EMC2: Delivering Customer Centricity." Harvard Business School Case 511-124, April 2011. (Revised May 2011.)
- 29 May 2015
- Blog Post
Personalized Emails Get Responses
When contacting candidates of interest, customization is required to be impactful. If you spend a few extra minutes to personalize your email, then a student is far more likely...
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Keywords:
All Industries
- January 1994 (Revised April 1995)
- Case
EMC Corporation: Response to Shareholder Litigation (A)
By: Josh Lerner
EMC Corp. is the target of a shareholder class-action lawsuit for the second time. CEO, Richard Egan, must decide whether to settle the case, as is done in 96% of such cases and as EMC itself did previously, or fight the action.
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Keywords:
Decision Choices and Conditions;
Lawsuits and Litigation;
Going Public;
Management Teams;
Business and Shareholder Relations;
Technology Industry;
United States
Lerner, Josh. "EMC Corporation: Response to Shareholder Litigation (A)." Harvard Business School Case 294-070, January 1994. (Revised April 1995.)
- 02 Apr 2019
- News