Customer Service - Publications - Faculty & Research

05 Dec 2017
First Look

First Look at New Research and Ideas, December 5, 2017

S. Fader, Sunil Gupta, Bruce Hardie, Aurelie Lemmens, Barak Libai, David T. Neal, Foster Provost, and Rom Schrift Abstract—In today’s turbulent business environment, customer retention presents a significant challenge for many View Details

Keywords: Sean Silverthorne

16 Jul 2024
Research & Ideas

Weighing Digital Tradeoffs in Private Equity

mid-sized companies.” “Investing in those technologies would make portfolio companies better able to utilize the data they collect from customers and stakeholders, so they could make better business decisions.” In all of these cases, such... View Details

Keywords: by Michael Blanding; Financial Services

14 Feb 2005
Research & Ideas

Desktop Search and Revenue Streams

accessible and useful to you,'" he said. Like Yahoo, Google also recently launched a desktop search product. Mark Kroese, general manager of information services and Merchant platform product marketing at MSN, said it is clear that... View Details

Keywords: by Julie Jette

17 Feb 2003
Research & Ideas

Building Communities as Well as Companies

research, figure out what's going to be hot, and be adaptable to the market. Brand yourself and create value by using whatever resources you have at hand." Groves outlined a few common characteristics of companies that have weathered well over the past two years.... View Details

Keywords: by Julia Hanna

05 Feb 2001
What Do You Think?

Do MBA Programs Face “The Innovator’s Dilemma”?

what important groups of customers say they need in the way of products and services of increasing capability (as well as prices and margins) expose themselves to competition from innovators who create... View Details

Keywords: by James Heskett

20 Sep 2013
News

Connections Add Up

strategy and what will keep your customer coming back?—and he also took the time to know and understand me and help develop my confidence. It was a really great gift and something I try to emulate," she says. At CEE, the utility of the... View Details

Keywords: Jill Radsken; Educational Support Services; Educational Support Services; Educational Support Services; Educational Support Services

05 Nov 2012
Research & Ideas

What Wall Street Doesn’t Understand About International Trade

Cohen. The research team reasoned that firms would most likely export products and services to countries where they had strong informational ties—and that people with personal knowledge of those countries could help firms to form those... View Details

Keywords: by Carmen Nobel

12 Oct 1999
Research & Ideas

Porter’s Perspective: Competing in the Global Economy

interconnected companies, specialized suppliers, service providers, firms in related industries, and associated institutions in particular fields that compete but also cooperate") in your 1990 book The Competitive Advantage of... View Details

Keywords: Re: Michael E. Porter

Web

South Asia - Global Activities 2021

during the four modules focusing on key topics relevant for today’s leaders: Strategic thinking in a global context Creating and delivering customer value Performance excellence and shareholder value Leading and negotiating Leveraging... View Details

16 May 2017
First Look

First Look at New Ideas and Research, May 16

Performance By: Li, Shelley Xin, and Tatiana Sandino Abstract—Many service organizations empower frontline employees to experiment with different ways to meet diverse customer needs across different... View Details

Keywords: Re: Multiple Faculty

01 Mar 2010
News

Lords of Strategy

portfolio of businesses, each of which might be grown or harvested, bought or sold, in service to a larger corporate purpose. Most dangerous of all, the prestrategy worldview lacked a rigorous sense of the dynamics of competition — “If we... View Details

Keywords: Garry Emmons; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services

29 Sep 2003
Research & Ideas

Pride Goeth Before a Profit

commitment to communicating about pride is to tap into a very powerful motivating force. Pride is an intrinsic, deeply seated human emotion, says Katzenbach, one that drives performance in the workplace in a number of ways, from creating and delivering a great product... View Details

Keywords: by Theodore Kinni

09 Sep 2024
News

Basket Chase

Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Hi, this is Dan Morrell, host of Skydeck. On this episode, we’re featuring an excerpt from a new HBS podcast called Think Big, Buy Small. The show is hosted by Professors Richard Ruback and Royce Yudkoff... View Details

07 Apr 2003
Research & Ideas

XTV: Xerox’s Attempted Recovery From “Fumbling the Future”

with researchers at PARC. Much of that time was occupied with interviewing prospective customers who had significant problems with document management. For example, a pharmaceutical company that was applying for FDA approval had to manage... View Details

Keywords: by Henry Chesbrough

07 Aug 2018
First Look

New Research and Ideas, August 8, 2018

improvements in delivering specific healthcare services and justify further investigation of process improvements. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=54827 in press Journal of Personality and Social... View Details

Keywords: by Sean Silverthorne

04 Mar 2013
Lessons from the Classroom

Lessons from Running GM’s OnStar

OnStar as president and CEO for 14 years. A major subsidiary of General Motors, OnStar provides in-vehicle security, navigation, remote diagnostic, and emergency services to more than 6 million subscribers. Now a senior lecturer at HBS,... View Details

Keywords: by Carmen Nobel; Auto

31 Jul 2007
First Look

First Look: July 31, 2007

customer orientation. The study also suggests that the relationship between market orientation and innovation consequences is stronger in highly competitive environments but weaker in technology turbulent ones. Finally, findings suggest... View Details

Keywords: Martha Lagace

09 Mar 2023
News

Four Alumni Clubs Mark Milestone Year

challenging the ways the club itself can evolve to provide the best services and opportunities to its members in a rapidly changing world. Gautam Ramchandani (MBA 1977) Gautam Ramchandani (MBA 1977) "In this, our one hundredth year, we've... View Details

Keywords: Margie Kelley

01 Jun 2014
News

What’s Next

Knowledge, and more. For too many graduates this has not felt personal or convenient enough given the busy lives they lead. The web, of course, offers new and intriguing possibilities; as we refine our ability to customize content based... View Details

Keywords: HBS Campaign; Educational Services; Educational Services

01 Jun 2014
News

Alumni and Faculty Books for June 2014

care industry to give customers more choices, freedom, power, and information, and at far lower prices. He recommends disruption of the status quo through new business models, new payment models, and new technologies that give patients... View Details

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