Publications

March 2003
Background Note

Customer Migration and Customer Types

Describes the evolution of customer relationships using the price vs. cost-to-serve matrix. View Details

Keywords: Customer Focus and Relationships; Cost; Price; Service Operations

March 2003 (Revised September 2005)
Teaching Note

KONE: The MonoSpace Launch in Germany (TN)

Teaching Note for (9-501-070). View Details

Keywords: Construction Industry; Germany

March 2003
Background Note

Linking Customer Management Effort to Profits

Describes the link between a vendor's customer management effort and customer profitability. View Details

Keywords: Profit; Customer Relationship Management

March 2003
Background Note

Managing a Customer Relationship Over Time

Describes the different ways in which vendors can sell a portfolio of products to industrial customers. View Details

Keywords: Customer Relationship Management; Management; Marketing Strategy; Product Marketing; Networks; Sales; Manufacturing Industry

March 2003
Background Note

Monitoring the Health of Customer Relationships

Discusses the role of satisfaction and loyalty measurement in monitoring the health of customer relationships. View Details

Keywords: Customer Relationship Management; Customer Satisfaction; Demand and Consumers; Measurement and Metrics; Business and Stakeholder Relations

fall 2002
Article

The Impact of Internet Exchanges on Business-to-Business Distribution

By: Narakesari Narayandas, Mary N. Caravella and John Deighton

Keywords: Internet and the Web; Communication; Business Ventures; Distribution

Find at Harvard

September 2002
Background Note

Business Marketing Course Overview

Provides an overview of the Business Marketing course taught at HBS. View Details

Keywords: Business Education; Curriculum and Courses; Marketing; Education Industry

September 2002 (Revised March 2003)
Background Note

Managing Markets Module Note

Provides an overview of the managing markets module in the Business Marketing course taught at HBS. View Details

Keywords: Business Education; Curriculum and Courses; Management; Markets; Education Industry

August 2002
Background Note

Customer Benefit Stack

Describes a process to understand customer benefits created in industrial markets using the metaphor of a customer benefit stack. View Details

Keywords: Customer Satisfaction; Customer Value and Value Chain; Marketing Strategy; Product Marketing; Manufacturing Industry

August 2002 (Revised January 2003)
Case

Siebel Systems: Anatomy of a Sale, Part 1

By: John A. Deighton and Das Narayandas

How does a $2 million software sale happen? This case traces efforts by Siebel Systems to sell lead management software to discount broker Quick & Reilly. The buying process is mapped out over four years. Covers in detail the last six months—from Siebel's initial... View Details

Keywords: Leadership; Management Analysis, Tools, and Techniques; Marketing Strategy; Consumer Behavior; Organizational Structure; Behavior; Competition; Applications and Software; Technology Industry

August 2002 (Revised February 2003)
Case

Siebel Systems: Anatomy of a Sale, Part 2

By: John A. Deighton and Das Narayandas

How does a $2 million software sale happen? This case traces efforts by Siebel Systems to sell lead management software to discount broker Quick & Reilly. The buying process is mapped out over four years. Covers in detail the last six months--from Siebel's initial... View Details

Keywords: Business Cycles; Leadership; Management Analysis, Tools, and Techniques; Marketing Strategy; Consumer Behavior; Organizational Structure; Behavior; Competition; Applications and Software; Technology Industry

August 2002
Case

Siebel Systems: Anatomy of a Sale, Part 3

By: John A. Deighton and Das Narayandas

How does a $2 million software sale happen? This case traces efforts by Siebel Systems to sell lead management software to discount broker Quick & Reilly. The buying process is mapped out over four years. Covers in detail the last six months--from Siebel's initial... View Details

Keywords: Sales; Decision Choices and Conditions; Competitive Strategy; Customer Relationship Management; Product Marketing; Information Technology Industry

August 2002
Article

Toward an Individual Customer Profitability Model: A Segment-Based Approach

By: B. Libai, D. Narayandas and C. Humby

Keywords: Customers; Profit