Filter Results
:
(2,012)
Show Results For
-
All HBS Web
(2,012)
- People (2)
- News (322)
- Research (1,492)
- Events (1)
- Multimedia (3)
- Faculty Publications (878)
Show Results For
-
All HBS Web
(2,012)
- People (2)
- News (322)
- Research (1,492)
- Events (1)
- Multimedia (3)
- Faculty Publications (878)
- 2009
- Book
Reorganize for Resilience: Putting Customers at the Center of Your Organization
By: Ranjay Gulati
In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer focused," but they don't deliver solutions to customers' thorniest problems. Why?...
View Details
Keywords:
Competency and Skills;
Customer Focus and Relationships;
Profit;
Organizational Culture;
Organizational Structure;
Cooperation
Gulati, Ranjay. Reorganize for Resilience: Putting Customers at the Center of Your Organization. Harvard Business Press, 2009.
- October 2016
- Case
Turkasset: Bringing Customer-Centricity to Debt Collection
By: Dennis Campbell and Gamze Yucaoglu
In December 2014, in preparation for the year-end board presentation, Hilmi Guvenal (PMD 1993), shareholder and CEO of Turkasset, and Ilker Yoney, COO, sat down to discuss Turkasset’s five- and ten-year strategic plans. Since taking leadership of the company in 2009,...
View Details
Keywords:
Customer Satisfaction;
Customer Experience;
Customer Service;
Customer-centric;
Emerging Market;
Customer Focus;
Employee Empowerment;
Employee Engagement;
Employee Training;
Staffing;
Operations Management;
Quality Management;
Service Management;
Service Quality;
Continuous Improvement;
Turkasset;
Collections Agency;
NPL;
Call Center;
Financial Services;
Borrowing and Debt;
Customer Focus and Relationships;
Organizational Culture;
Operations;
Management;
Service Operations;
Quality;
Competitive Advantage;
Cost vs Benefits;
Financial Services Industry;
Turkey
- 01 Apr 2024
- In Practice
Navigating the Mood of Customers Weary of Price Hikes
businesses need to know in 2024. Alexander MacKay: Focus on finding balance Since 2021, as companies faced supply shocks and changes to demand in an inflationary period, executives have increasingly focused on consumer price elasticities....
View Details
- 13 Jul 2016
- HBS Case
How Uber, Airbnb, and Etsy Attracted Their First 1,000 Customers
find first—the customer chicken or the service egg? “As a small company you cannot afford to focus on both with the same amount of effort. You may need to prioritize one side.” Preparing to teach a new...
View Details
- 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.
- Article
The Business of Business Schools: Restoring a Focus on Competing to Win
By: Robert Simons
As business leaders worry about the decline of American competitiveness, business schools are responding by changing their curriculums. But are the topics and approaches taught in today's business schools part of the solution or part of the problem? In this paper, I...
View Details
Keywords:
Business Schools;
Purpose Of Business Schools;
Management Education;
Business School Curriculum;
Strategy Execution;
U.S. Competitiveness;
Capitalism;
Management Profession;
Innovation;
Competing To Win;
Integrated Corporate Reporting;
Trends;
Customer Focus and Relationships;
Decision Making;
Design;
Business Education;
Curriculum and Courses;
Innovation and Management
Simons, Robert. "The Business of Business Schools: Restoring a Focus on Competing to Win." Art. 2. Capitalism and Society 8, no. 1 (January 2013).
- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- September 2018 (Revised March 2019)
- Case
National Australia Bank: Looking Out for the Customer
By: Mark R. Kramer and Hugh Foley
After learning that most defaults were due to health, job or marital problems, National Australia Bank revised its debt collection department to shift from penalizing people in default to assisting them in developing a work-out plan, enabling more than 90% to meet...
View Details
Keywords:
Banks and Banking;
Borrowing and Debt;
Customer Focus and Relationships;
Success;
Australia
Kramer, Mark R., and Hugh Foley. "National Australia Bank: Looking Out for the Customer." Harvard Business School Case 719-417, September 2018. (Revised March 2019.)
- February 1982
- Case
MCI Telecommunications Corp. (B): Customer Service Strategy and Organization
By: John F. Cady and Frank V. Cespedes
Keywords:
Customer Relationship Management;
Customer Focus and Relationships;
Strategy;
Telecommunications Industry
Cady, John F., and Frank V. Cespedes. "MCI Telecommunications Corp. (B): Customer Service Strategy and Organization." Harvard Business School Case 582-108, February 1982.
- Article
How Direct-to-Consumer Brands Can Continue to Grow
By: V. Kasturi Rangan, Daniel Corsten, Matt Higgins and Leonard A. Schlesinger
Direct-to-consumer (DTC) brands such as Allbirds, Casper, Peloton, and Warby Parker have creatively found a weakness in the marketing citadel of incumbent brands. By using data gleaned from daily interactions with customers, these brands have been able to adapt how...
View Details
Keywords:
Direct-to-consumer;
Customer Journey;
Business Model;
Customer Relationship Management;
Growth and Development Strategy
Rangan, V. Kasturi, Daniel Corsten, Matt Higgins, and Leonard A. Schlesinger. "How Direct-to-Consumer Brands Can Continue to Grow." Harvard Business Review 99, no. 6 (November–December 2021): 101–109.
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
because sales tasks are determined by a firm’s business strategy and its choices about which customers to focus on. In turn, selling behaviors are affected by your control systems and culture as well as whom...
View Details
Keywords:
by Kristen Senz
- Article
Putting the 'Relationship' Back into CRM
By: Susan Fournier and Jill Avery
Many managers think that the way to capture value through relationship marketing is to focus on the 'good' customers and get rid of the 'bad' ones. But there is a lot more to best practice relationship management than maximizing revenues on individual customers and...
View Details
Keywords:
Marketing;
CRM;
Customer Relationship Management;
Brand Building;
Brand Management;
Customer Lifetime Value;
Customer Focus and Relationships;
Customer Satisfaction;
Marketing Strategy;
Brands and Branding;
Consumer Products Industry
Fournier, Susan, and Jill Avery. "Putting the 'Relationship' Back into CRM." MIT Sloan Management Review 52, no. 3 (Spring 2011): 63–72.
- August 2009
- Case
The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co.
By: Willy C. Shih, Chen-Fu Chien, Chintay Shih and Jack Chang
When L.C. Tu receives an emergency order, he is confronted with a range of production scheduling choices, each of which has unique costs and trade-offs. The case was designed to help students understand job-shop style production and the impact of disruptions and...
View Details
Keywords:
Disruption;
Customer Relationship Management;
Decision Choices and Conditions;
Cost;
Order Taking and Fulfillment;
Production;
Semiconductor Industry;
Taiwan
Shih, Willy C., Chen-Fu Chien, Chintay Shih, and Jack Chang. "The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co." Harvard Business School Case 610-003, August 2009.
- July 2008
- Teaching Note
Hilton Hotels: Brand Differentiation through Customer Relationship Management (TN)
By: Lynda M. Applegate, Gabriele Piccoli and Chekitan Dev
Teaching Note for [809029].
View Details
- 10 Oct 2018
- Research & Ideas
The Legacy of Boaty McBoatface: Beware of Customers Who Vote
public. Boaty blowback highlights the potential danger of giving consumers the power to vote, even though customer engagement is a primary goal of almost every social media strategy. The problem: Even though NERC never explicitly promised...
View Details
- September 2005 (Revised February 2007)
- Supplement
Angels and Devils: Best Buy's New Customer Approach (B)
Elberse, Anita, John T. Gourville, and Das Narayandas. "Angels and Devils: Best Buy's New Customer Approach (B)." Harvard Business School Supplement 506-008, September 2005. (Revised February 2007.)
- February 2009
- Background Note
Basic Techniques for the Analysis of Customer Information Using Excel 2007: A Step-by-Step Approach
By: Francisco de Asis Martinez-Jerez
The objective of this note is to provide a set of easy, step-by-step guides for some analytical techniques that are useful in the analysis of cases discussed in the course "Competing and Winning through Customer Information" (CWCI). The instructions that follow use...
View Details
Keywords:
Customer Relationship Management;
Information Management;
Management Analysis, Tools, and Techniques
Martinez-Jerez, Francisco de Asis. "Basic Techniques for the Analysis of Customer Information Using Excel 2007: A Step-by-Step Approach." Harvard Business School Background Note 109-052, February 2009.
- October 2012
- Article
Target the Right Market
By: Jill Avery and Thomas Steenburgh
SparkPlace is a two-year-old business with a hot new product: software that manages and measures the effectiveness of permission-based marketing campaigns for social media. The company is in the process of deciding on which of two customer segments to focus its...
View Details
Keywords:
Marketing;
Market Segmentation;
Customer Defection;
Customer Lifetime Value;
Customer Relationship Management;
CRM;
Market Segmentation And Target Market Selection;
Marketing Strategy;
Product Marketing;
Customer Focus and Relationships;
Customer Value and Value Chain;
Technology Industry;
United States
Avery, Jill, and Thomas Steenburgh. "Target the Right Market." Harvard Business Review 90, no. 10 (October 2012): 119–123.
- April 1999 (Revised March 2000)
- Background Note
Discovering What Has Already Been Discovered: Why Did Your Customers Hire Your Product?
By: Clayton M. Christensen
Describes a methodology for identifying markets for new technologies and for defining the highest value attributes of new products or services. It helps innovators escape the trap of incremental improvements to established product concepts by asking a straightforward...
View Details
Christensen, Clayton M. "Discovering What Has Already Been Discovered: Why Did Your Customers Hire Your Product?" Harvard Business School Background Note 699-029, April 1999. (Revised March 2000.)
- 2004
- Book
Collaborative Customer Relationship Management: Taking CRM to the Next Level
By: Alexander H. Kracklauer, Daniel Quinn Mills and Dirk Seifert
Kracklauer, Alexander H., Daniel Quinn Mills, and Dirk Seifert. Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer-Verlag, 2004.