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- June 2018
- Article
Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged
By: Clarence Lee, Elie Ofek and Thomas Steenburgh
We study how digital service firms can develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to interact with one another (social usage) vary across... View Details
Keywords: Customer Engagement; Adoption Routes; Word-of-Mouth; Digital Marketing; Bayesian Estimation; Customers; Communication; Consumer Behavior; Marketing; Internet and the Web; Analytics and Data Science
Lee, Clarence, Elie Ofek, and Thomas Steenburgh. "Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged." Management Science 64, no. 6 (June 2018): 2473–2495. (Lead Article.)
- 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... View Details
- 24 Mar 2009
- First Look
First Look: March 24, 2009
Paid transfers of IP addresses would better allocate resources to those who need them most, but unrestricted transfers might threaten the Internet's routing system. I suggest policies to facilitate an IP address "market" while... View Details
Keywords: Martha Lagace
- 03 Jan 2013
- Working Paper Summaries
The Value of Advice: Evidence from Mobile Phone-Based Agricultural Extension
- March 2017 (Revised March 2017)
- Case
OpenNotes
By: Jeffrey Rayport and Annelena Lobb
In 2017, executives at OpenNotes, a national movement to improve the relationship between doctors and patients by sharing doctors’ visit notes about patients with patients, were considering options in efforts to achieve scale. The movement hoped to reach 50 million... View Details
Keywords: Health Care and Treatment; Technology Adoption; Growth and Development Strategy; Technology Industry; Health Industry; United States
Rayport, Jeffrey, and Annelena Lobb. "OpenNotes." Harvard Business School Case 817-080, March 2017. (Revised March 2017.)
- 20 Nov 2007
- First Look
First Look: November 20, 2007
example of cutting-edge practice in private equity. The first of a two-part series on the Hertz LBO, adopts the perspective of Clayton, Dubilier & Rice, the leader of a private equity consortium bidding to buy Hertz from Ford in an... View Details
Keywords: Martha Lagace
- 16 May 2023
- HBS Case
How KKR Got More by Giving Ownership to the Factory Floor: ‘My Kids Are Going to College!’
and antipathy, having bounced from one private equity owner to another four times, ran deep. The strategy demanded that Stavros deeply engage with the operations to discover pain points, like inefficient delivery routes and wasted scrap... View Details
Keywords: by Avery Forman
- 14 Feb 2022
- Research & Ideas
Curiosity, Not Coding: 6 Skills Leaders Need in the Digital Age
themselves. However, the qualities they need to develop aren’t the ones you might expect. You might think an organization in flux needs a steady hand, someone with foresight and experience who plots a sensible route to cautiously and... View Details
- 27 Jun 2005
- Research & Ideas
Asian and American Leadership Styles: How Are They Unique?
business leaders adopted already, and which styles are likely to be most successful in the future? In a talk in Kuala Lumpur on June 15 at the invitation of The Star/BizWeek publication and the Harvard Club of Malaysia, Mills explained... View Details
Keywords: by D. Quinn Mills
- 22 Oct 2019
- Research & Ideas
Use Artificial Intelligence to Set Sales Targets That Motivate
advanced analytics that incorporate artificial intelligence (AI). “Chung has seen companies dramatically improve productivity after adopting advanced analytics to guide compensation.” In an ideal world, a company would use trial and error... View Details
Keywords: by Michael Blanding
- 13 Dec 2016
- First Look
December 13, 2016
railroad track in the U.S. South to standard gauge between May 31 and June 1, 1886 as a large-scale natural experiment in technology standards adoption that instantly integrated the South into the national transportation network. Using... View Details
Keywords: Carmen Nobel
- 03 Feb 2003
- Research & Ideas
Web Services
will drive its adoption of Web services: the movement from proprietary to more commonly used technologies; a shift from mechanical systems to those driven by computer connections; and the development of cars that are always "on the... View Details
- 29 Feb 2016
- HBS Case
Bigbelly's Big Bet on the Digital Trash Can
sensors in the units report when the cans are full, enabling cities to optimize pickup routes and save money. Even with initial growth, however, the company wondered why it wasn’t selling even more trash products to more customers. It... View Details
- 29 Oct 2020
- Research & Ideas
The COVID Gender Gap: Why Fewer Women Are Dying
as a whole, compared with 48 percent of men. The closing of nonessential shops inspired a particularly substantial gender gap in April, with 55 percent of women believing the closures were necessary, compared to 46 percent of men. Fewer men than women take precautions... View Details
- 06 Sep 2005
- Research & Ideas
When Product Variety Backfires
Gourville discusses the cause of "variety backfire" and gives practical advice to avoid it. Poping Lin: Traditionally, companies have followed the "more is better" route when offering customers choices. Your research... View Details
- 15 Mar 2011
- First Look
First Look: March 15
"ad hoc advisor." Using the two cases we develop a conceptual framework that generalizes the different routes that experts follow in their diverse attempts to gain influence in organizations. Download the paper:... View Details
Keywords: Sean Silverthorne
- 28 Mar 2017
- First Look
First Look at New Research, March 28
https://cb.hbsp.harvard.edu/cbmp/product/717028-PDF-ENG Harvard Business School Case 617-010 United Airlines: More Out-and-Back Flying? This case looks at United Airlines when it is facing a decision on whether to shift its aircraft View Details
Keywords: Sean Silverthorne
- 24 Jul 2018
- First Look
New Research and Ideas, July 24, 2018
through word of mouth (WOM); whereas in another context (a cloud-based file storage service), customers who joined through WOM referrals tended to exhibit higher usage. Yet, examining how routes of adoption... View Details
Keywords: Dina Gerdeman
- 16 Apr 2007
- Research & Ideas
Delivering the Digital Goods: iTunes vs. Peer-to-Peer
where the product can be delivered directly online such as software, travel agencies, or media. Indeed, the digitalization of content paired with widespread adoption of broadband Internet is driving a major shift toward digital... View Details
- 11 Sep 2000
- Research & Ideas
Riding the Internet Fast Track
bottom lines, ultimately depressing stock prices. To circumvent this problem, some firms issue "tracking stock," hoping that capital markets will perceive them much like traditional start-up stocks. So when should a company View Details
Keywords: by Peter Jacobs