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Show Results For
- All HBS Web
(6,449)
- People (3)
- News (1,340)
- Research (4,136)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,895)
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- November 2004
- Article
Bringing Customers Into the Boardroom
By: Gail J. McGovern, David Court, John A. Quelch and Blair Crawford
McGovern, Gail J., David Court, John A. Quelch, and Blair Crawford. "Bringing Customers Into the Boardroom." Harvard Business Review 82, no. 11 (November 2004): 70–80.
- 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.
- 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).
- 06 May 2002
- Research & Ideas
A Toolkit for Customer Innovation
"Listen carefully to what your customers want and then respond with new products that meet or exceed their needs." That mantra has dominated many a business, and it has undoubtedly led to great products and has even shaped... View Details
Keywords: by Stefan Thomke & Eric Von Hippel
- 13 Mar 2017
- Research & Ideas
Hiding Products From Customers May Ultimately Boost Sales
portion of your full product catalog—and leaving customers to wonder what you’ll offer next? Or is it better to display all your wares at once, in hopes of encouraging a shopping spree? For example, is a View Details
- April 2006 (Revised April 2008)
- Course Overview Note
Managing Service Operations: Understanding the Customer Operating Role
By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
Keywords: Service Operations
- 2009
- Chapter
Creating Superior Customer Value in a Connected World
By: Ranjay Gulati
"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details
- 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.
- 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.)
- July–August 2014
- Article
Unlock the Mysteries of Your Customer Relationships
By: Jill Avery, Susan Fournier and John Wittenbraker
Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: people now expect companies... View Details
Keywords: Brand Management; CRM; Brands and Branding; Marketing; Marketing Strategy; Customer Focus and Relationships; Customer Relationship Management; Consumer Products Industry; Retail Industry; United States
Avery, Jill, Susan Fournier, and John Wittenbraker. "Unlock the Mysteries of Your Customer Relationships." Harvard Business Review 92, nos. 7/8 (July–August 2014): 72–81.
- February 2021
- Supplement
Customer Lifetime Social Value (CLSV)
By: Elie Ofek, Barak Libai and Eitan Muller
- February 2021
- Teaching Note
Customer Lifetime Social Value (CLSV)
By: Elie Ofek, Barak Libai and Eitan Muller
- January 2013 (Revised April 2015)
- Case
Affinity Labs: Valuing Customer Growth
By: Joseph B. Lassiter III and Elizabeth Kind
In November 2006, Chris Michel left Military.com, which he founded in 1999, to start Affinity Labs, a global network of online communities. That month, Michel raised a Series A round of venture funding and established a partnership with Monster, which he had sold... View Details
Keywords: Mergers and Acquisitions; Business Startups; Entrepreneurship; Demand and Consumers; Partners and Partnerships; Social and Collaborative Networks; Online Technology
Lassiter, Joseph B., III, and Elizabeth Kind. "Affinity Labs: Valuing Customer Growth." Harvard Business School Case 813-147, January 2013. (Revised April 2015.)
- April 2012
- Teaching Note
EMC2: Delivering Customer Centricity (TN)
By: Thomas Steenburgh and Jill Avery
- February 1991
- Case
Techsonic Industries, Inc.: Customer Service
Menezes, Melvyn A. "Techsonic Industries, Inc.: Customer Service." Harvard Business School Case 591-050, February 1991.
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
Breakthrough Service is Different.” What is your definition of breakthrough service, and why is it different? Sasser: Breakthrough services are those that provide extraordinary results and a high-quality experience for customers and... View Details
- Article
When Customers Help Set Prices
By: Marco Bertini and Oded Koenigsberg
Bertini, Marco, and Oded Koenigsberg. "When Customers Help Set Prices." MIT Sloan Management Review 55, no. 4 (Summer 2014): 57–64.
- April 2019
- Supplement
Selecting Customers that Will Succeed
By: Robert L. Simons
Simons, Robert L. "Selecting Customers that Will Succeed." Harvard Business School Multimedia/Video Supplement 119-708, April 2019.
- May 2024
- Background Note
Net Revenue Retention: Unpacking the Dynamics of Customer Monetization
By: Elie Ofek, Barak Libai and Eitan Muller
Firms and investors alike are beginning to recognize the importance of tracking how revenues from existing customers are evolving over time and to appreciate the value in understanding what might explain changes in these revenues. Consequently, in addition to looking... View Details
Keywords: Customer Relationship Management; Revenue; Measurement and Metrics; Customer Value and Value Chain
Ofek, Elie, Barak Libai, and Eitan Muller. "Net Revenue Retention: Unpacking the Dynamics of Customer Monetization." Harvard Business School Background Note 524-092, May 2024.