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Show Results For
-
All HBS Web
(11,114)
- People (21)
- News (2,320)
- Research (6,602)
- Events (50)
- Multimedia (102)
- Faculty Publications (4,535)
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- Fall 2020
- Article
Competing on Customer Outcomes
By: Marco Bertini and Oded Koenigsberg
Customers ultimately want to pay for meaningful outcomes, not the products and services that presumably deliver them. Today, companies can be increasingly accountable for those outcomes with three kinds of technologically-enhanced revenue models. Adopt one to better...
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Keywords:
Market Positioning;
Revenue Strategy;
Customer Satisfaction;
Marketing Strategy;
Business Model;
Value Creation
Bertini, Marco, and Oded Koenigsberg. "Competing on Customer Outcomes." MIT Sloan Management Review 62, no. 1 (Fall 2020).
- January 1991 (Revised January 1993)
- Case
Xerox Corp.: The Customer Satisfaction Program
In August 1990 the president and executive vice president of Xerox are reviewing the progress made on its customer satisfaction program. The emphasis placed on the program, the success of the program to date, and the drive to achieve the corporate goals of customer...
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Menezes, Melvyn A. "Xerox Corp.: The Customer Satisfaction Program." Harvard Business School Case 591-055, January 1991. (Revised January 1993.)
- January 1995 (Revised October 1995)
- Case
Citibank: Global Customer Management
By: Michael Y. Yoshino and Thomas W. Malnight
Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets and regions, varying from autonomous national affiliates to an industry/product-based structure in its domestic U.S....
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Keywords:
Customer Focus and Relationships;
Global Range;
Cross-Cultural and Cross-Border Issues;
Multinational Firms and Management;
SWOT Analysis;
Emerging Markets;
Banking Industry;
United States
Yoshino, Michael Y., and Thomas W. Malnight. "Citibank: Global Customer Management." Harvard Business School Case 395-142, January 1995. (Revised October 1995.)
- 1999
- Article
Are People Polite to Computers: Responses to Computer-based Interviewing Systems
By: C. I. Nass, Y. Moon and P. Carney
Nass, C. I., Y. Moon, and P. Carney. "Are People Polite to Computers: Responses to Computer-based Interviewing Systems." Journal of Applied Social Psychology 29, no. 5 (1999): 1093–1110.
- 1998
- Working Paper
Are People Polite to Computers? Responses to Computer-Based Interviewing Systems
By: Clifford Nass, Youngme Moon and Paul Carney
- February 2024 (Revised February 2024)
- Teaching Note
Travelogo: Understanding Customer Journeys
By: Eva Ascarza and Ta-Wei Huang
Teaching Note for HBS Exercise 524-044. The exercise aims to teach students about 1) Customer Segmentation; and 2) constructing buying personas, 3) Get actionable insights from clickstream data.
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- 16 Jan 2006
- Research & Ideas
What Customers Want from Your Products
improve—and when these responses were averaged with those of other customers in the targeted demographic segment—it led to a one-size-fits-none product. Once they understood...
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- 2013
- Working Paper
Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?
By: Clarence Lee, E. Ofek and Thomas Steenburgh
In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact...
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- 27 Jul 2011
- Research & Ideas
Customer Loyalty Programs That Work
The customer rewards cards that clutter wallets and clog key chains of many a shopper may soon be no more, as retailers move from physical to digital (read: mobile apps) forms of loyalty program member...
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- 10 Jul 2017
- Op-Ed
Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos
Consumers delight in using smartphones to record their experiences and surroundings, but for businesses, such devices present tricky challenges. Suppose a customer encounters a hair in her food, a spill in...
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- Research Summary
Customer Management in Business-to-Business Markets
By: Das Narayandas
Das Narayandas is engaged in ongoing research on vendor firms' management of long-term customer relationships. The initial phase of his research involved identifying vendors that stood to benefit from long-term relationships with select sets of customers and... View Details
- 2023
- Working Paper
No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate
By: Innessa Colaiacovo
Multi-location firms face a complex series of economic tradeoffs when deciding whether to implement
standard processes or allow processes to vary across establishments. One element of this tradeoff is customer
response. This paper explores customer reaction to a...
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Keywords:
Consumer Behavior;
Geographic Location;
Policy;
Health Pandemics;
Retail Industry;
United States
Colaiacovo, Innessa. "No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate." Harvard Business School Working Paper, No. 24-004, July 2023. (Revise and Resubmit to Journal of Economics and Management Strategy.)
- 14 Jul 2003
- Research & Ideas
Keeping Your Balance With Customers
From product push to customer pull, technology has vastly reshaped the business transaction—and in turn, the customer's place in the value chain. Today, managing the customer...
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Keywords:
by Robert S. Kaplan & David P. Norton
- 2006
- Chapter
Linking Customer Management Efforts to Growth and Profitability
By: Das Narayandas and Douglas Bowman
Narayandas, Das, and Douglas Bowman. "Linking Customer Management Efforts to Growth and Profitability." In The Search for Organic Growth, edited by Edward D. Hess and Robert K. Kazanjian, 192–210. Cambridge, U.K.: Cambridge University Press, 2006.
- April 2022
- Case
Corporate Responses to the War in Ukraine: Nestlé
By: Nien-he Hsieh and Christopher Diak
- 03 Feb 2018
- Op-Ed
How to Heed BlackRock's Call for Corporate Social Responsibility
Larry Fink recently created a shockwave. As cofounder, chairman, and CEO of BlackRock, one of the world’s largest global asset management firms, in an open letter to CEOs he caught the attention of financial markets and beyond by insisting on the importance of...
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Keywords:
by Julie Battilana
- 2007
- Working Paper
Accountability in Complex Organizations: World Bank Responses to Civil Society
By: Alnoor Ebrahim and Steve Herz
Civil society actors have been pushing for greater accountability of the World Bank for at least three decades. This paper outlines the range of accountability mechanisms currently in place at the World Bank along four basic levels: (1) staff, (2) project, (3) policy,...
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Keywords:
Corporate Accountability;
Corporate Governance;
Governing and Advisory Boards;
Compensation and Benefits;
Business and Community Relations;
Social Enterprise;
Motivation and Incentives
Ebrahim, Alnoor, and Steve Herz. "Accountability in Complex Organizations: World Bank Responses to Civil Society." Harvard Business School Working Paper, No. 08-027, October 2007.
- November 2011 (Revised August 2012)
- Background Note
Customer Visits for Entrepreneurs
Provides practical guidelines for conducting customer visits to explore and validate demand for an entrepreneurial offering. Reviews conditions under which visits will yield superior insights, compared to other research methods. Describes criteria for selecting visit...
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Cespedes, Frank V. "Customer Visits for Entrepreneurs." Harvard Business School Background Note 812-098, November 2011. (Revised August 2012.)
- 04 Mar 2002
- Research & Ideas
Don’t Lose Money With Customers
Investors diligently manage financial portfolios to maximize returns on their assets; yet corporate managers who invariably proclaim their business customers to be...
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Keywords:
by Peter K. Jacobs
- December 2010
- Article
Organising Response to Extreme Emergencies: The Victorian Bushfires of 2009
By: Dutch Leonard and Arnold M. Howitt
How can people and organisations best respond to emergency events that are significantly beyond the boundaries of what they had generally anticipated, expected, prepared for-or even imagined? What forms of organisations are likely to be best able to cope with such...
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Keywords:
Organizations;
Management Practices and Processes;
Natural Disasters;
Crisis Management;
Boundaries;
United States
Leonard, Dutch, and Arnold M. Howitt. "Organising Response to Extreme Emergencies: The Victorian Bushfires of 2009." Australian Journal of Public Administration 69, no. 4 (December 2010).