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Show Results For
- All HBS Web
(10,214)
- People (28)
- News (2,535)
- Research (5,798)
- Events (71)
- Multimedia (100)
- Faculty Publications (3,949)
- 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.)
- 21 Mar 2016
- HBS Case
Can Customer Reviews Be 'Managed?'
Brian Kenny: What motivated you to write the case? Why were you interested in it? Thales Teixeira: Some of my research is on the economics of attention and online reviews have amassed a vast amount of attention nowadays. People have... View Details
- 2002
- Article
Personalization and Personality: Some Effects of Customizing Message Style Based on Consumer Personality
By: Youngme Moon
Moon, Youngme. "Personalization and Personality: Some Effects of Customizing Message Style Based on Consumer Personality." Journal of Consumer Psychology 12, no. 4 (2002): 313–326.
- 01 Nov 2018
- News
On Hold for 45 Minutes? It Might Be Your Secret Customer Score
- 24 Feb 2014
- Research & Ideas
Busting Six Myths About Customer Loyalty Programs
the privilege of collecting loyalty card customer data. As former Tesco CEO Sir Terry Leahy put it in his recent book referring to the 1 percent loyalty discount: "It was a thank you, pure and simple." Can such small rewards... View Details
- Fast Answer
Biotech, Medical Devices, and Pharmaceuticals: Business and Management focused topics
Where can I find articles on business & management focused topics in the industries of biotech, medical devices, and pharmaceuticals? Topics such as IP strategies, commercialization process,... View Details
- 15 Jun 2018
- News
How customer complaints help companies
- June 2013
- Case
Olympic Rent-A-Car U.S.: Customer Loyalty Battles
By: John Deighton and James T. Kindley
The marketing and operations managers for Olympic Rent-A-Car meet to decide how to respond to changes in the loyalty rewards program at the market-leading competitor. The competitor's program gives awards based on dollars spent instead of days rented and eliminates... View Details
Keywords: Customer Relationship Management; Competitive Strategy; Marketing; Operations; Auto Industry; Service Industry
Deighton, John, and James T. Kindley. "Olympic Rent-A-Car U.S.: Customer Loyalty Battles." Harvard Business School Brief Case 913-568, June 2013.
- September 2005 (Revised February 2007)
- Case
Angels and Devils: Best Buy's New Customer Approach (A)
In November 2004, The Wall Street Journal reported that consumer electronics retailer Best Buy's new customer approach was to shun the "devils" among its customers. The "customer centricity" initiative, which was led by Best Buy's CEO Brad Anderson, was based on an... View Details
Keywords: History; Customer Relationship Management; Opportunities; Marketing Strategy; Leadership Style; Problems and Challenges; Growth and Development Strategy; Retail Industry; Electronics Industry
Elberse, Anita, John T. Gourville, and Das Narayandas. "Angels and Devils: Best Buy's New Customer Approach (A)." Harvard Business School Case 506-007, September 2005. (Revised February 2007.)
- February 2018
- Article
Retention Futility: Targeting High-Risk Customers Might Be Ineffective.
By: Eva Ascarza
Companies in a variety of sectors are increasingly managing customer churn proactively, generally by detecting customers at the highest risk of churning and targeting retention efforts towards them. While there is a vast literature on developing churn prediction models... View Details
Keywords: Retention/churn; Proactive Churn Management; Field Experiments; Heterogeneous Treatment Effect; Machine Learning; Customer Relationship Management; Risk Management
Ascarza, Eva. "Retention Futility: Targeting High-Risk Customers Might Be Ineffective." Journal of Marketing Research (JMR) 55, no. 1 (February 2018): 80–98.
- 09 Jan 2013
- Sharpening Your Skills
Sharpening Your Skills: Understanding Customers
Customer Feedback Not on elBulli's Menu At its height, Chef Ferran Adrià's elBulli restaurant may have been the most popular in the world, but why? In professor Michael Norton's course, students learn about... View Details
Keywords: Re: Multiple Faculty
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
know and control what is done with their information. Q: Do these services do better by focusing on the higher-end market, or is the resistance you describe pretty universal for all users? A: The... View Details
Keywords: by Martha Lagace
- January 1997
- Background Note
Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance
Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.
- 06 Jul 2020
- Research & Ideas
The Right Way to Manage Customer Churn for Maximum Profit
Focusing on retaining higher-spending customers, even if they aren’t as likely to leave, can increase the total profit a company can reap. As their research evolved, Gupta and Lemmens expanded this idea with... View Details
- 13 Mar 2017
- Research & Ideas
Hiding Products From Customers May Ultimately Boost Sales
Most of the previous research on assortment rotation has focused on retail categories in which consumers would rarely buy more than one type of... View Details
- 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
- June 2023
- Article
National Customer Orientation: An Empirical Test across 112 Countries
By: Ofer Mintz, Imran S. Currim and Rohit Deshpandé
Customer orientation is a central tenet of marketing. However, less is known about how customer orientation varies across countries and time. Mintz, Currim, and Deshpandé (Eur. J. Mark., 56: 1014–1041, 2022) propose a country-level construct, national customer... View Details
Mintz, Ofer, Imran S. Currim, and Rohit Deshpandé. "National Customer Orientation: An Empirical Test across 112 Countries." Marketing Letters 34, no. 2 (June 2023): 189–204.
- 11 Mar 2015
- News
How Self-Service Kiosks Are Changing Customer Behavior
- 2017
- Working Paper
Are You a Guest Here? Field Experiments on Racial Discrimination in Customer Service
By: Alexandra C. Feldberg and Tami Kim
- 2016
- Book
Competing Against Luck: The Story of Innovation and Customer Choice
By: Clayton M. Christensen, Taddy Hall, Karen Dillon and David S. Duncan
The foremost authority on innovation and growth presents a path-breaking book every company needs to transform innovation from a game of chance to one in which they develop products and services that customers want to buy and are willing to purchase at a premium price.... View Details
Christensen, Clayton M., Taddy Hall, Karen Dillon, and David S. Duncan. Competing Against Luck: The Story of Innovation and Customer Choice. New York: Harper Business, 2016.