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Show Results For
- All HBS Web
(6,259)
- People (3)
- News (1,340)
- Research (4,164)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,897)
- 2003
- Book
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
Heskett, James L., W. Earl Sasser Jr., and Leonard A. Schlesinger. The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees. New York: Free Press, 2003.
- 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.
- 09 Jan 2013
- Sharpening Your Skills
Sharpening Your Skills: Understanding Customers
Questions To Be Answered What's the biggest obstacle to excellence in service organizations? Should I do what my customers tell me to do? How can I understand my customers better? After the screw-up, what... View Details
Keywords: Re: Multiple Faculty
- 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.
- 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.
- 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.)
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
technologies could be used to create a captive one-to-one relationship between firms and consumers, so that customers could literally be viewed as assets. We should start to realize that things are not that simple. Ultimately, a... View Details
Keywords: by Martha Lagace
- March 31, 2023
- Article
What Is the Optimal Pattern of a Customer Journey?
Even though customer experience (CX) leaders are becoming increasingly focused on optimizing their firms’ customer journeys, they face a clear challenge: Which touchpoints along the journey should they invest in? That is, which moments when the customer interacts with... View Details
De Freitas, Julian. "What Is the Optimal Pattern of a Customer Journey?" Harvard Business Review (website) (March 31, 2023).
- April 2005
- Article
The Quest for Customer Focus
By: Ranjay Gulati and James Oldroyd
Keywords: Customer Focus and Relationships
Gulati, Ranjay, and James Oldroyd. "The Quest for Customer Focus." Harvard Business Review 83, no. 4 (April 2005): 2004–2005.
- November 2022 (Revised February 2024)
- Exercise
Managing Customer Retention at Teleko
By: Eva Ascarza
This exercise aims to teach students about 1) Targeting Policies; and 2) Algorithmic decision making, and 3) Retention management. View Details
Ascarza, Eva. "Managing Customer Retention at Teleko." Harvard Business School Exercise 523-005, November 2022. (Revised February 2024.)
- October 2023 (Revised February 2024)
- Teaching Note
Managing Customer Retention at Teleko
By: Eva Ascarza and Ta-Wei Huang
Teaching Note for HBS Case No. 523-005. View Details
- May 1998 (Revised July 1999)
- Teaching Note
ACTC Customer Service Department TN
Teaching Note for (9-393-056). View Details
Keywords: Customer Focus and Relationships
- 2005
- Class Lecture
Managing Markets, Segments, and Customers
By: Das Narayandas
Narayandas, Das. "Managing Markets, Segments, and Customers." Boston: Harvard Business School Publishing Class Lecture, 2005. Electronic. (Faculty Lecture: HBSP Product Number 9-826-6C.)
- January 2024 (Revised February 2024)
- Course Overview Note
Managing Customers for Growth: Course Overview for Students
By: Eva Ascarza
Managing Customers for Growth (MCG) is a 14-session elective course for second-year MBA students at Harvard Business School. It is designed for business professionals engaged in roles centered on customer-driven growth activities. The course explores the dynamics of... View Details
Keywords: Customer Relationship Management; Decision Making; Analytics and Data Science; Growth Management; Telecommunications Industry; Technology Industry; Financial Services Industry; Education Industry; Travel Industry
Ascarza, Eva. "Managing Customers for Growth: Course Overview for Students." Harvard Business School Course Overview Note 524-032, January 2024. (Revised February 2024.)
- December 1999
- Case
Lees Supermarkets: Customer Loyalty Programs
By: David E. Bell, Rajiv Lal and Ann Leamon
Bell, David E., Rajiv Lal, and Ann Leamon. "Lees Supermarkets: Customer Loyalty Programs." Harvard Business School Case 500-038, December 1999.
- July 2023 (Revised February 2024)
- Supplement
Managing Customer Retention at Teleko
By: Eva Ascarza
This exercise aims to teach students about 1)Targeting Policies; and 2)Algorithmic decision making, 3) Retention management. View Details
- 1993
- Chapter
Customer Relationships in the 1990s
By: D. B. Crane
Keywords: Customer Focus and Relationships
- February 2024
- Case
SundaySky: Changing Customer Experiences through Personalized Video
By: David C. Edelman and James Barnett
In June 2023, SundaySky CEO Jim Dicso considers growth strategies. The software-as-a-service company provided software to create advertising videos, customer service videos, and other videos, like employee training modules, and had begun to pilot a new generative... View Details
Keywords: Advertising; Strategy; Technology Adoption; AI and Machine Learning; Applications and Software; Growth and Development Strategy; Advertising Industry; Technology Industry; United States
Edelman, David C., and James Barnett. "SundaySky: Changing Customer Experiences through Personalized Video." Harvard Business School Case 524-013, February 2024.
- 2005
- Book
Managing Customers as Investments: The Strategic Value of Customers in the Long Run
By: Sunil Gupta and Donald R. Lehmann
Gupta, Sunil, and Donald R. Lehmann. Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Wharton School Publishing, 2005. (2006 winner of the annual Berry-AMA book prize for the best book in marketing.)