Publications

April 2005
Article

The Quest for Customer Focus

By: Ranjay Gulati and James Oldroyd

Keywords: Customer Focus and Relationships

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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

Keywords: Algorithmic Decision Making; Marketing Strategy; Customer Focus and Relationships

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

2005
Class Lecture

Managing Markets, Segments, and Customers

By: Das Narayandas

Keywords: Markets; Segmentation; Customers

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

5 Jul 2012
Conference Presentation

Social Networks and Customer Strategy

By: Vineet Kumar

Keywords: Social Networking; Social Platforms; Social and Collaborative Networks

April 2012
Teaching Note

EMC2: Delivering Customer Centricity (TN)

By: Thomas Steenburgh and Jill Avery

February 1991
Case

Techsonic Industries, Inc.: Customer Service

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01 Dec 2008
News

Wooing Customers With Social-Good Efforts

11 May 2010
News

Build Organizations Around Customer Needs

fall 1996
Article

The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study

May 2016 (Revised January 2018)
Case

Airbnb, Etsy, Uber: Acquiring the First Thousand Customers

By: Thales S. Teixeira and Morgan Brown

By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to match suppliers of assets for rent, physical products or services with customers demanding them. Among the most notable... View Details

Keywords: Airbnb; Etsy; Uber; Growth Hacking; Two-sided Market; Internet and the Web; Marketing Strategy; Digital Platforms; Digital Marketing; Business Startups; Transportation Industry; Accommodations Industry

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

Keywords: Global Range; Customer Focus and Relationships

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2005
Book

Managing Customers as Investments: The Strategic Value of Customers in the Long Run

By: Sunil Gupta and Donald R. Lehmann

Keywords: Management; Customers; Investment; Strategy; Value

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August 2001 (Revised September 2005)
Case

eBay (A): The Customer Marketplace

By: Frances X. Frei and Hanna Rodriguez-Farrar

eBay, the popular Internet-based consumer-to-consumer marketplace, has recently become attractive to corporate customers. According to a vocal subset of eBay customers, the company has lost its way and is set to forsake its traditional business. Told from the... View Details

Keywords: Customers; Multi-Sided Platforms; Problems and Challenges; Opportunities; Trust; Internet; Web Services Industry