management focus - Publications - Faculty & Research

10 Dec 2014
News

Front-Row Seat

room of La Brasserie, a Capitol Hill institution for political power lunchers and Hollywood A-listers. Bradley was anticipating a celebration; instead, he was assaulted with a list of 20 complaints about his management style and requests... View Details

Keywords: Julia Hanna; digital media; Corporate, Subsidiary, and Regional Managing Offices; Corporate, Subsidiary, and Regional Managing Offices

01 Jun 2008
News

A Binary Formula

buildings, this emphasis on science will affect HBS. The unique challenges of managing and leading science-based businesses — certain to be a driver of this century’s new economy — demand new management... View Details

Keywords: Garry Emmons; science; research; Management; Management; Management

11 Nov 2013
Research & Ideas

A Smarter Way to Reduce Customer Defections

often fail to take into account the complete value of the customers they are trying to retain. "What's missing from traditional methods is that they focus only on a customer's likelihood to churn, but not on the overall profitability of... View Details

Keywords: by Dina Gerdeman; Retail; Service

April 2008
Teaching Note

Exercise: Customer-Operator Letter Writing (TN)

By: Frances X. Frei

Teaching Note for [608126]. View Details

Keywords: Customer Relationship Management; Operations

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Winter 2013
Article

How to Identify the Best Customers for Your Business

By: Frank V. Cespedes, James P. Dougherty and Ben S. Skinner III

How can businesses achieve profitable growth so that their costs don’t grow faster than sales? This article focuses on scaling a venture’s sales process and provides a methodology for identifying core customers and some implications for governance criteria and... View Details

Keywords: Customer Relationship Management; Growth Management; Sales

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Media

This lists media reports covering my firm dollarDEX Investments or me (or my colleagues), or columns written by me (or my colleagues). There are all... View Details

July 2012 (Revised January 2014)
Case

HGRM: Bringing Back High Touch Hospitality

By: Lynda M. Applegate and Gabriele Piccoli

The case centers on the dilemma faced by Carlo Fontana, the owner-operator of a small chain of two four-star urban hotels located in Lugano, Switzerland, and the other in Milan, Italy. Having developed an extensive customer service and operations information system,... View Details

Keywords: Entrepreneurship; Customer Relationship Management

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August 1994
Case

Grupo IUSACELL (A)

Describes the challenges facing a cellular telephone company in Mexico as it positions itself in the explosive cellular market and prepares to become a full-service telecommunications provider. Faced with declining market share, revenues per subscriber, and operating... View Details

Keywords: Business or Company Management; Customer Relationship Management; Telecommunications Industry; Mexico

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01 Oct 2008
Research & Ideas

How Much Time Should CEOs Devote to Customers?

product managers spent on average only three percent of their time in contact with end consumers. Terry Leahy, CEO of Tesco, the UK supermarket chain, spends two days a week in stores interacting with employees and customers. But how far... View Details

Keywords: by John Quelch

06 Jun 2012
What Do You Think?

Is Something Wrong with the Way We Work?

triggered by a culture centered around long hours and a 24/7 focus on the needs of BCG's clients, fears that PTO would contribute to poor performance reviews, and a reluctance to discuss with colleagues personal matters that begged for... View Details

Keywords: by James Heskett; Consulting

01 Jul 2002
News

Mismanagement of Customer Loyalty

Keywords: Werner Reinartz, V. Kumar

01 Mar 2015
News

An Exceptional Faculty of Scholars and Teachers

peer-to-peer mentoring, whether through teaching groups, by co-teaching, or from senior colleagues. Even as they progress in their careers, the focus on exceptional teaching remains a priority for faculty members at all levels. To match... View Details

Keywords: Business Schools & Computer & Management Training; Business Schools & Computer & Management Training

2004
Book

Collaborative Customer Relationship Management: Taking CRM to the Next Level

By: Alexander H. Kracklauer, Daniel Quinn Mills and Dirk Seifert

Keywords: Cooperation; Customer Relationship Management

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07 Sep 2021
News

One Degree of Difference

Competitiveness and Hurting America’s Middle Class,” by Professor Joseph Fuller and Manjari Raman, a program director and senior researcher at HBS’s Managing the Future of Work project. The impact of the practice cuts most deeply for the... View Details

Keywords: Jen McFarland Flint; Ambulatory Health Care Services; Health, Social Assistance

03 Mar 2008
Research & Ideas

Marketing Your Way Through a Recession

Must-have features of yesterday are today's can-live-withouts. Trusted brands are especially valued and they can still launch new products successfully, but interest in new brands and new categories fades. Conspicuous consumption becomes less prevalent. 2. View Details

Keywords: by John Quelch

Article

Selling After the Crisis

By: Frank V. Cespedes

Like perishable goods in grocery stores, sales models have a sell-by date. As product standards evolve and new entrants emerge, buyers have more choices and demand more in terms of quality and performance across vendors. Firms that fail to adjust to changing customer... View Details

Keywords: Sales Model; Sales; Management; Customer Relationship Management; Health Pandemics

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July 1993
Case

Air Miles Canada

By: Thomas O. Jones, Leonard A. Schlesinger and Roger H. Hallowell

Air Miles Canada both increases customer loyalty by rewarding shopping frequency at specified merchants, and enables its sponsors to develop a new, more complex understanding of their customers' (and potential customers') shopping habits, thus making future customer... View Details

Keywords: Programs; Customer Relationship Management; Information Management; Air Transportation Industry; Canada

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25 Feb 2020
News

Q&A: William Kerr and Joseph Fuller

William Kerr and Joseph Fuller at podcast studio in Klarman Hall on HBS campus (photo by Susan Young) HBS launched the Managing the Future of Work project in 2017 to advance research that business and policy leaders can put into action as... View Details

10 Jul 2017
Op-Ed

Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos

Consumers delight in using smartphones to record their experiences and surroundings, but for businesses, such devices present tricky challenges. Suppose a customer encounters a hair in her food, a spill in an aisle, or a rude clerk. Historically, these problems were... View Details

Keywords: by Benjamin G. Edelman; Food & Beverage; Air Transportation; Retail; Service