Customer Focus - Publications - Faculty & Research

01 Feb 1997
News

OPM Celebrates 21st Anniversary at Gala Florida Reunion

H. Schiff Professor of Investment Banking. Drawing on his extensive research on a subject he calls his "passion" - customer loyalty - Sasser led a lively discussion on the topic of customer retention that... View Details

Web

Rock 100: The Summit - Entrepreneurship

Chasm , Geoffrey Moore Customer Discovery and Validation for Entrepreneurs , Frank Cespedes Customer Visits for Entrepreneurs , Frank Cespedes Entrepreneurial Marketing : Learning from High-Potential... View Details

Web

Pricing Strategy: Monetizing and Growing the Business - Course Catalog

mechanics of setting prices, and pushes students to think critically about a company’s customer advantage in the marketplace and what monetization approach can most effectively capitalize on this advantage, thus helping the firm achieve... View Details

21 Nov 2016
Research & Ideas

It Matters That Your CEO Doesn't Know Much About Sales

more specialists are needed to stay up to date with functional best practices. The problem that this influx of specialists creates, Cespedes says, is that fewer senior executives are responsible for integrating activities across the multiple activities that determine... View Details

Keywords: by Michael Blanding

01 Jan 2008
News

Meg Whitman, MBA 1979

that has redefined commerce. Since stepping down from eBay last spring, Whitman’s focus now lies in the public and social sectors. When Meg Whitman joined eBay in 1998, the two-year-old private company had thirty employees and $4.7... View Details

02 Aug 2024
HBS Case

How a Mission to Cut Food Waste Launched a Multimillion-Dollar Venture

entrepreneur’s Flashfood app at a Toronto supermarket hadn’t gone well, ending with confusion among customers and ire from the store manager. But Domingues, who had launched the app after learning that international food waste was the... View Details

Keywords: by Lane Lambert; Technology; Information Technology

17 Apr 2017
Research Event

The Most Pressing Issues for Platform Providers in the Sharing Economy

is just one of many dilemmas that can incite insomnia in a sharing-economy platform provider. There’s also the threat of disintermediation between producers and consumers; the fear of trying to compete in a winner-take-all market; and the challenge of attracting View Details

Keywords: by Carmen Nobel; Service

30 Nov 2017
News

Happy Meals (Are Here Again)

demarcation. Now the workers are on the floor, delivering orders or helping customers with the new kiosks; Karavites has updated his employee training to include a focus on View Details

Keywords: Dan Morrell; photographed by Saverio Truglia

01 Sep 2018
News

Case Study: A Good Fit

billion in disability benefits a year, Eldridge says. Gain Life’s existing wellness market has good prospects, although it’s highly competitive, “almost to the point of commoditization,” he adds, and the sales cycles can last up to a year. Should Gain Life View Details

Keywords: Jen McFarland Flint

05 Jun 2014
Research & Ideas

Fixing the ‘I Hate Work’ Blues

highly bureaucratic, multilayered organizations that companies are using to execute their plans. There is so much pressure to realize short-term results that middle managers are consumed by making this month's numbers rather than building teams that View Details

Keywords: by Bill George

01 Sep 2004
News

Nancy Hall (MBA 1974)

last year for a Social Enterprise Initiative event. Sitting at a table with several women who were current MBA students, I was surprised when they introduced themselves to each other. When I was at HBS, there were only fifty women on campus, and we all knew each other.... View Details

Keywords: Susan Young; Religious, Grantmaking, Civic, Professional, and Similar Organizations; Personal Services; Management, Scientific, and Technical Consulting Services; Professional Services

01 Sep 2020
News

Giving Amazon the Boot

since people preferred Amazon’s free two-day shipping. Occasionally, scammers would return cheaper, used boots in Ranch Road boxes for a full refund, and Ford was anxious that an unwitting customer would wind up with the wrong product and... View Details

Keywords: Lisa Scanlon Mogolov; Miscellaneous Store Retailers; Retail Trade

May 2024
Supplement

gWorks (A)

By: Richard S. Ruback and Royce Yudkoff

In January of 2019, Joe Heieck, CEO of gWorks, was deciding whether to proceed with his acquisition of Data Tech, that was a business roughly the same size as gWorks. gWorks, which provided geospatial software to small city and rural county governments, was acquired by... View Details

Citation

Purchase

07 Dec 2016
Blog Post

Marketing Reimagined: A Recap of the 2016 Marketing Innovation Conference

co-chairs. The day kicked off with a unique keynote. Five executives from successful startups took the stage to answer questions like “How do you acquire new customers & scale a brand while operating without a physical footprint?” or... View Details

Keywords: Entertainment / Media / Sports

01 Mar 2006
News

Back to School

working with leadership teams from nine urban school districts over the course of three annual sessions to coordinate research and create coherent, scalable systems for education reform. Two cases written for PELP and taught by HBS professor David Thomas View Details

Keywords: Julia Hanna; Colleges, Universities, and Professional Schools; Educational Services; Elementary and Secondary Schools; Educational Services

Profile

Jonathan Assayag

learn every role," Jonathan says, "Cashier, stocking, customer service." In high school, Jonathan found a focus for his own energies: robotics. He started a club that, with support from... View Details

01 Dec 2001
News

Faculty News

and the MBA elective The Coming of Managerial Capitalism. Koehn's research and writing focus on branding, business strategy, and connecting with customers and on the broad range of economic, social, and... View Details

Keywords: reunions; Colleges, Universities, and Professional Schools; Educational Services

01 Sep 2012
News

HBS Is Committed to Increasing Alumni Engagement

engagement. Alumni focus groups and interviews have been conducted around the world to better understand the motivators and barriers to alumni engagement and to further evaluate current and proposed communication channels. There were... View Details

Keywords: Lisa Skeete Tatum; engagement; Educational Support Services; Educational Services

29 May 2006
Research & Ideas

Why CEOs Are Not Plug-and-Play

extraordinary growth. When he joined Stanley Works, the company had emerged from a period of expansion and, with sales flattening, had to shift its focus to cost control, a type of expertise Trani lacked. Three years into his tenure, he... View Details

Keywords: by Boris Groysberg, Andrew N. McLean & Nitin Nohria; Employment

08 Jan 2019
First Look

New Research and Ideas, January 8, 2019

uses the K-means clustering technique to identify groups of customers who have purchased any number of 32 specific “deals” Booth offered over the year, differentiated by the wine varietal as well as its country of origin and a minimum... View Details

Keywords: Dina Gerdeman

Publications