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Show Results For
- All HBS Web
(6,186)
- People (3)
- News (1,332)
- Research (4,096)
- Events (13)
- Multimedia (77)
- Faculty Publications (2,829)
- 01 Sep 2008
- News
Stanford Lets Students Customize
Analytical Thinking. Students also get one-on-one advice from senior faculty who help them customize a plan of study. Customization is a cornerstone of the new program, which permits students to tailor their... View Details
- 02 Sep 2011
- News
Do Customers Hate Waiting?
- January 2003 (Revised September 2007)
- Background Note
A Note on Racing to Acquire Customers
Examines factors that motivate a firm's race to acquire customers in newly emerging markets and explores conditions under which racing strategies are likely to yield attractive returns. Provides a definition of racing behavior, introduces the notion of an optimal level... View Details
Keywords: Customers; Price Bubble; Network Effects; Emerging Markets; Market Entry and Exit; Behavior; Competition
Eisenmann, Thomas R. "A Note on Racing to Acquire Customers." Harvard Business School Background Note 803-103, January 2003. (Revised September 2007.)
- 24 Feb 2014
- Research & Ideas
Busting Six Myths About Customer Loyalty Programs
differentiation is difficult in retail as well because development of such advantages takes time and is difficult to execute. All the while, low-price players are constantly looming to pounce. Can low-margin retailers afford customer... View Details
- April 2004 (Revised June 2004)
- Teaching Note
Starbucks: Delivering Customer Service (TN)
By: Youngme E. Moon and John A. Quelch
Teaching Note to (9-504-016). View Details
- October 2001 (Revised October 2017)
- Supplement
Pilgrim Bank (B): Customer Retention
By: Frances X. Frei and Dennis Campbell
Supplements the (A) case. View Details
Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (B): Customer Retention." Harvard Business School Supplement 602-095, October 2001. (Revised October 2017.)
- April 1998
- Teaching Note
Managing Customers for Profits (TN)
By: Das Narayandas
Teaching Note for (8249) and (8257). View Details
- March 2006
- Background Note
Influencing Customer Behavior in Service Operations
By: Frances X. Frei and Amy C. Edmondson
Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details
Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry
Frei, Frances X., and Amy C. Edmondson. "Influencing Customer Behavior in Service Operations." Harvard Business School Background Note 606-061, March 2006.
- January 2023 (Revised November 2023)
- Module Note
LCA Module Overview: Customers
By: Nien-hê Hsieh
This note provides an overview of key questions, themes, and concepts to be covered in the module and provides a brief description of each case and how it relates to these questions, themes, and concepts. View Details
Hsieh, Nien-hê. "LCA Module Overview: Customers." Harvard Business School Module Note 323-068, January 2023. (Revised November 2023.)
- July 1998 (Revised May 2004)
- Case
Custom Research Inc. (B)
By: William J. Bruns Jr. and Susan Harmeling
Supplements the (A) case. View Details
Keywords: Service Industry
Bruns, William J., Jr., and Susan Harmeling. "Custom Research Inc. (B)." Harvard Business School Case 199-002, July 1998. (Revised May 2004.)
- 13 Oct 2011
- News
Potential for Mass Customization
- 16 May 2011
- Research & Ideas
What Loyalty? High-End Customers are First to Flee
Businesses that offer their customers the highest levels of service might like to believe that all their efforts to pamper and please will pay off with an extremely loyal following. “Customers you might expect to be the most 'stuck' are... View Details
Keywords: by Julia Hanna
- March 2000 (Revised January 2001)
- Background Note
Customers in Health Care, The
By: Richard M.J. Bohmer
Reviews the current literature on the consumers of health care, primarily patients. Discusses their stated preferences, the sources of information they use in making their selections of plan and provider, and their behavior. View Details
Bohmer, Richard M.J. "Customers in Health Care, The." Harvard Business School Background Note 600-118, March 2000. (Revised January 2001.)
- July 2010
- Supplement
Marketing Analysis Toolkit: Customer Lifetime Value Analysis (CW)
By: Thomas J. Steenburgh and Jill Avery
Customers are increasingly being viewed as assets that bring value to the firm. Customer lifetime value is a metric which allows managers to understand the overall value of their customer base and relate it to three customer strategies firms employ: asset acquisition -... View Details
- Research Summary
Entrepreneurial Management: Customer Discovery and Business Development
This research focuses on: (a) market research methods and tactics suitable to startups seeking their initial customers and validation of their initial business model; (b) guidelines for conducting visits with potential customers as part of the startup ptrocess; and (c)... View Details
- March 2009
- Article
Customer Experience Creation: Determinants, Dynamics and Management Strategies
By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros
Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details
Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry
Schlesinger, Leonard A., Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, and Michael Tsiros. "Customer Experience Creation: Determinants, Dynamics and Management Strategies." Journal of Retailing 85, no. 1 (March 2009).
- summer 2002
- Article
Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
Narayanan, V.G., and Lisa Brem. "Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group." Journal of Interactive Marketing 16, no. 3 (summer 2002): 76–98.
- March 2011
- Background Note
Customer Loyalty Schemes in the Retail Sector
By: Jose B. Alvarez and Aldo Sesia
Customer loyalty schemes (or programs) are explicit efforts by retailers to gain long-term patronage from customers. Loyalty schemes are developed for a variety of reasons: to reward loyal customers, to generate more robust information about customer behavior, to... View Details
Keywords: Customer Relationship Management; Consumer Behavior; Business Strategy; Retail Industry; United Kingdom; United States
Alvarez, Jose B., and Aldo Sesia. "Customer Loyalty Schemes in the Retail Sector." Harvard Business School Background Note 511-077, March 2011.
- February 2001 (Revised June 2002)
- Case
Customer Value Measurement at Nortel Networks--Optical Networks Division
By: Das Narayandas
Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices to increase customer value. Over the years, key process owners in various parts of the organization have become... View Details
Keywords: Business Divisions; Customer Focus and Relationships; Customer Satisfaction; Management Teams; Marketing Strategy; Value Creation; Telecommunications Industry
Narayandas, Das. "Customer Value Measurement at Nortel Networks--Optical Networks Division." Harvard Business School Case 501-050, February 2001. (Revised June 2002.)