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Show Results For
- All HBS Web
(12,702)
- People (50)
- News (3,145)
- Research (7,041)
- Events (30)
- Multimedia (176)
- Faculty Publications (4,889)
- 23 May 2012
- News
Start-Up Customer Service 101
- 21 Oct 2002
- Research & Ideas
The Parable of the Bungled Baggage And the Unhappy Customer
said, "Would Professor Sasser meet the special service agent?"... I was feeling a little uncomfortable because I was going to talk about customer service and customer... View Details
Keywords: by W. Earl Sasser
- 2019
- Presentation
The Person You Mean To Be
- 20 Sep 2007
- Research & Ideas
How to be a Customer
Harvard Business School professor John Quelch writes a blog on marketing issues, called Marketing Know: How, for Harvard Business Online. It is reprinted on HBS Working Knowledge.99 percent of marketing focuses on how to sell to customers. Very little attention is paid... View Details
Keywords: by John Quelch
- Apr 19 2017
- Testimonial
Leadership Growth is Personal
- June 2013
- Teaching Note
Bancaja: Developing Customer Intelligence (A) and (B)
By: F. Asis Martinez-Jerez
- 08 Aug 2013
- News
Cause Marketing Gets Personal
Amy Schiffman Langer "My life experiences inform my work, and vice versa," says Amy Schiffman Langer (MBA 1977). She has turned physical challenges—breast cancer, a disability, and chronic pain—into a focus... View Details
- April 1999 (Revised September 2001)
- Case
Penelope's Personal Pocket Phones
By: Paul A. Gompers
Provides students with an opportunity to use simple real options analysis to value a startup. Penelope Phillips is deciding whether to start a company to make wireless phones. Students get experience using traditional discounted cash flow valuation and a real options... View Details
Keywords: Valuation; Entrepreneurship; Business Startups; Mobile and Wireless Technology; Capital Budgeting; Corporate Finance; Manufacturing Industry; Electronics Industry
Gompers, Paul A. "Penelope's Personal Pocket Phones." Harvard Business School Case 299-004, April 1999. (Revised September 2001.)
- 04 Mar 2002
- Research & Ideas
Don’t Lose Money With Customers
companies knowingly persist in money-losing customer relationships. Why such inconsistent behavior? HBS associate professor Narakesari ("Das") Narayandas has been investigating the various stances that companies, deliberately... View Details
Keywords: by Peter K. Jacobs
- 22 Jan 2020
- News
What Are the Best Personal Loans?
- 2008
- Book
Finding Your True North: A Personal Guide
By: Bill George, Andrew McLean and Nick Craig
Based on Bill George's bestselling book True North, this personal guide offers leaders a comprehensive method for identifying their unique “True North.” The book offers methods for personal reflection and includes targeted exercises that help leaders hone in on the... View Details
Keywords: Values and Beliefs; Leadership; Personal Development and Career; Motivation and Incentives; Personal Characteristics
George, Bill, Andrew McLean, and Nick Craig. Finding Your True North: A Personal Guide. San Francisco: Jossey-Bass, 2008.
- June 2014 (Revised March 2017)
- Teaching Note
Agero: Enhancing Capabilities for Customers
By: Robert Simons and Natalie Kindred
This is the teaching note for Agero: Enhancing Capabilities for Customers (HBS No. 113-001) View Details
- November 2011 (Revised August 2012)
- Background Note
Customer Visits for Entrepreneurs
Provides practical guidelines for conducting customer visits to explore and validate demand for an entrepreneurial offering. Reviews conditions under which visits will yield superior insights, compared to other research methods. Describes criteria for selecting visit... View Details
Cespedes, Frank V. "Customer Visits for Entrepreneurs." Harvard Business School Background Note 812-098, November 2011. (Revised August 2012.)
- February 2007 (Revised May 2008)
- Supplement
Bancaja: Developing Customer Intelligence (B)
In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it... View Details
Keywords: Customer Relationship Management; Credit Cards; Analytics and Data Science; Knowledge Use and Leverage; Marketing Strategy; Banking Industry; Spain
Martinez-Jerez, Francisco de Asis, and Katherine Miller. "Bancaja: Developing Customer Intelligence (B)." Harvard Business School Supplement 107-066, February 2007. (Revised May 2008.)
- 25 Apr 2014
- News
Connecting companies and customers through social media
Victoria Ransom (MBA 2008) launched Wildfire Interactive, now a Google company, to connect companies and customers through social media. (Published April 2014) View Details
- Article
High School Curriculum and Financial Outcomes: The Impact of Mandated Personal Finance and Mathematics Courses
By: Shawn Cole, Anna Paulson and Gauri Kartini Shastry
Financial literacy and cognitive capabilities are convincingly linked to the quality of financial decision-making. Yet, there is little evidence that education intended to improve financial decision-making is successful. Using plausibly exogenous variation in exposure... View Details
Keywords: Financial Literacy; Cognitive Capability; Secondary Education; Personal Finance; Decision Making
Cole, Shawn, Anna Paulson, and Gauri Kartini Shastry. "High School Curriculum and Financial Outcomes: The Impact of Mandated Personal Finance and Mathematics Courses." Journal of Human Resources 51, no. 3 (Summer 2016): 656–698.
- April 15, 2019
- Article
Why Anxious Customers Prefer Human Customer Service
By: Michelle A. Shell and Ryan W. Buell
Shell, Michelle A., and Ryan W. Buell. "Why Anxious Customers Prefer Human Customer Service." Harvard Business Review (website) (April 15, 2019).
- February 2013 (Revised March 2013)
- Case
Agero: Enhancing Capabilities for Customers
By: Robert Simons and Natalie Kindred
This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details
Keywords: Entrepreneurial Management; Entrepreneurial Gap; Entrepreneurship; Auto Industry; Insurance; Performance Management; Performance Measurement; Performance Measures; Performance Pressure; Decisions; Family Business; Resource Allocation; Organizational Design; Customer Focus and Relationships; Performance Evaluation; Growth and Development Strategy; Service Industry
Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Case 113-001, February 2013. (Revised March 2013.)