Customer Value - Publications - Faculty & Research - Harvard Business School

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01 Dec 2011
News

At Your Service

Frei and Morriss: No heroics, please—partner with customers to make strategic service choices instead of trying to be the best at everything. In their new book, Uncommon Service: How to Win by Putting View Details

Keywords: Deborah Blagg; customer service; Hospitals; Health, Social Assistance; Computer and Electronic Product Manufacturing; Manufacturing; Management, Scientific, and Technical Consulting Services; Professional Services; Air Transportation; Transportation

January 2017 (Revised October 2021)
Case

Delivering the Goods at Shippo

By: Jeffrey J. Bussgang, Jeffrey F. Rayport and Olivia Hull

Laura Behrens Wu, CEO of software start-up Shippo, prepares her pitch for a Series A funding round following a successful seed round. Customer adoption of Shippo’s e-commerce dashboard application, which allows small and medium retailers to compare delivery rates... View Details

August 2018 (Revised May 2019)
Case

Rev. Georgiette Morgan-Thomas & The American Hat Factory

By: Steven Rogers and Ariel Rogers

On a sunny Monday morning, Rev. Morgan-Thomas walked into her newly acquired hat factory thinking, “What have I gotten myself into? Things are worse than I imagined. Can I ever turn this company around given all of the known and unknown problems? Can I make it... View Details

March 2020
Teaching Note

onefinestay: Building a Luxury Experience in the Sharing Economy

By: Jill Avery and Anat Keinan

onefinestay was a two-sided marketplace that offered high-end home rentals to travelers who sought a more authentic and local experience than a typical upscale hotel might provide. After five years of rapid growth, it was time to do a comprehensive analysis of the... View Details

April 2019
Case

Afterpay U.S.: The Omnichannel Dilemma

By: Antonio Moreno, Donald Ngwe and George Gonzalez

In 2018, Nick Molnar, the founder of the Australia-based online payment service Afterpay began its expansion to the U.S. market. The service had gained a loyal following in Australia by enabling customers to pay for online purchases through four interest-free... View Details

March 2017 (Revised July 2019)
Case

Walmart: Navigating a Changing Retail Landscape

By: Michael E. Porter and Jorge Ramirez-Vallejo

As the largest company, by revenue, in the world, Walmart has been a lightning rod for criticism. However, in an attempt to stay ahead of traditional and digital retailers, and keep customers satisfied with evolving demands, the company is strengthening its competitive... View Details

Keywords: Shared Value; Strategy; Department Stores; Sustainability; Social Responsibility Of Business; Value Creation; Competitive Strategy; Corporate Social Responsibility and Impact; Retail Industry

November 2016 (Revised March 2018)
Module Note

Strategy Execution Module 9: Building a Balanced Scorecard

By: Robert Simons

This module reading explains how to construct a strategy map and build a balanced scorecard. Using an internal value chain model, the module illustrates how a balanced scorecard can support and enable customer management, innovation, operations, and post-sale service... View Details

Keywords: Management Control Systems; Implementing Strategy; Execution; Performance Measurement; Strategy Map; Business Goals; Customer Measures; Strategy; Balanced Scorecard; Business Model

August 2017 (Revised November 2017)
Case

Accounting for Political Risk at AES

By: Gerardo Pérez Cavazos and Suraj Srinivasan

As a global energy generating company, AES frequently faces challenges from political changes and instability. This is exacerbated by the fact that in many instances AES' primary customer is the government, which is also in charge of law-making. For example, AES'... View Details

Keywords: Political Risk; Asset Impairment; Risk Factors; Fair Value; Fair Value Accounting; Financial Reporting; Financial Statements; Energy Industry; Bulgaria; Dominican Republic; United States; Venezuela

February 2017
Supplement

The De Beers Group: Exploring the Diamond Reselling Opportunity

By: Benjamin C. Esty, Daniel P. Gross and Lauren G. Pickle

In September 2014, Tom Montgomery (SVP of strategic initiatives at the De Beers Group) and his team launched a pilot program in the United States to explore the $1 billion diamond market for pre-owned (recycled) diamonds. According to Montgomery, the motivation for the... View Details

September 2013
Teaching Note

Gary Hirshberg and Stonyfield Farm

By: Nancy F. Koehn and Nora N. Khan

Gary Hirshberg and Stonyfield Farm is the story of one entrepreneur's vision and journey to create a market-leading, environmentally responsible business founded on the principles of product quality, organizational alignment and sustainability. A former... View Details

Keywords: Development Stage Enterprises; Entrepreneurs; Experimentation; Management By Objective; Technology; Values; Leadership; Entrepreneurship; Agriculture and Agribusiness Industry; United States

September 2017 (Revised April 2022)
Case

Tempur Sealy International (A)

By: Benjamin C. Esty and Lauren G. Pickle

This case explores the long-term relationship between Tempur Sealy (TPX, a mattress manufacturer) and Mattress Firm (MFRM, a bedding retailer and TPX's largest customer). For almost 20 years, the firms enjoyed a mutually beneficial and commercially prosperous... View Details

January 2018 (Revised June 2018)
Case

Medtronic: Navigating a Shifting Healthcare Landscape

By: Robert S. Kaplan, Michael E. Porter, Thomas W. Feeley and Alee Hernandez

Medtronic is adapting its strategy to changes in healthcare competition and payments. It has decided to develop new relationships with payers, hospitals, and physicians to become more accountable for patient outcomes and total costs. The case describes new forms of... View Details

Keywords: Value Based Health Care; Bundled Payments; Health Care and Treatment; Cost Management; Value Creation; Supply Chain Management; Customer Value and Value Chain; Health Industry; Medical Devices and Supplies Industry; United States; Netherlands

September 2017 (Revised June 2021)
Supplement

Tempur Sealy International (C)

By: Benjamin C. Esty and Lauren G. Pickle

Analyzes the commercial relationship between Tempur Sealy and Mattress Firm following the events discussed in the (B) case. View Details

September 2017 (Revised June 2021)
Supplement

Tempur Sealy International (B)

By: Benjamin C. Esty and Lauren G. Pickle

Analyzes the commercial relationship between Tempur Sealy and Mattress Firm following the events discussed in the (A) case. View Details

2021
Book

The Power of Trust: How Companies Build It, Lose It, Regain It

By: Sandra J. Sucher and Shalene Gupta

Trust is the most powerful force underlying the success of every business. Yet it can be shattered in an instant, with a devastating impact on a company’s market cap and reputation. How to build and sustain trust requires fresh insight into why customers, employees,... View Details

August 26, 2009
Comment

Where Cash for Clunkers Ran Off the Road

By: John A. Quelch

Today, let us celebrate the end of an unjustifiable drain on the U.S. taxpayer: the Cash for Clunkers (C4C) program.

True, C4C greatly boosted the number of consumers visiting car dealers. Doubtless, some new cars were sold to consumers who thought they... View Details

Keywords: Government Programs; Environmental Impact; Government Waste; Customer Behavior; Economic Growth; Economy; Financial Crisis; Government and Politics; Leadership; Marketing; Programs; Value; Auto Industry; Consumer Products Industry; Public Administration Industry; United States

March 2012 (Revised October 2012)
Case

Gary Hirshberg and Stonyfield Farm

By: Nancy F. Koehn, Nora N. Khan and Elizabeth W. Legris

Gary Hirshberg and Stonyfield Farm is the story of one entrepreneur's vision and journey to create a market-leading, environmentally responsible business founded on the principles of product quality, organizational alignment, and sustainability. A former environmental... View Details

Keywords: Entrepreneurs; Values; Development Stage Enterprises; Innovation; Management By Objective; Experimentation; Emerging Technologies; Mission and Purpose; Management Style; Values and Beliefs; Social Issues; Organizational Culture; Environmental Sustainability; Business Growth and Maturation; Entrepreneurship; Business Startups; Innovation and Invention; Food and Beverage Industry; New Hampshire

July 2015
Case

Uncharted Play (A)

By: Shikhar Ghosh and Ali Huberlie

The case recounts the process of launching an early stage venture, from idea conception through initial efforts to validate the concept, followed by product launch, and fund raising. It emphasizes the Customer Value Proposition of the business model, and asks – Who is... View Details

Keywords: Early Stage; Female Protagonist; Value Proposition; Team Building; Founders' Agreements; Start-up; Entrepreneurship; Business Model; Business Startups; Sports; United States; North America; Nigeria; Africa

April 2022
Teaching Note

Tempur Sealy International (A, B & C)

By: Benjamin C. Esty and Daniel Fisher

Teaching Note for HBS Case Nos. 718-422, 718-423, and 718-424. The cases explore the long-term relationship between Tempur Sealy (TPX, a mattress manufacturer) and Mattress Firm (MFRM, a bedding retailer and TPX's largest customer). For almost 20 years, the firms... View Details

September 2017 (Revised April 2022)
Supplement

Tempur Sealy International (A)

By: Benjamin C. Esty

This case explores the long-term relationship between Tempur Sealy (TPX, a mattress manufacturer) and Mattress Firm (MFRM, a bedding retailer and TPX's largest customer). For almost 20 years, the firms enjoyed a mutually beneficial and commercially prosperous... View Details

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