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Show Results For
- All HBS Web
(6,262)
- People (3)
- News (1,340)
- Research (4,164)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,897)
- 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
- 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.
- 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
Frei, Frances X., and Hanna Rodriguez-Farrar. "eBay (A): The Customer Marketplace." Harvard Business School Case 602-071, August 2001. (Revised September 2005.)
- May 1994
- Background Note
Segmenting Customers in Mature Industrial Markets: An Application
In mature industrial markets, segmenting customers by size, industry, or product benefits alone rarely is sufficient. Customer behavior regarding trade-offs between price and service also becomes an important criterion. This note offers a framework to enable such... View Details
Keywords: Segmentation; Framework; Consumer Behavior; Marketing Strategy; Industrial Products Industry
Rangan, V. Kasturi. "Segmenting Customers in Mature Industrial Markets: An Application." Harvard Business School Background Note 594-089, May 1994.
- 23 May 2011
- News
What Loyalty? High-End Customers are First to Flee
- April 1997
- Background Note
Using ABC to Manage Customer Mix and Relationships
By: Robert S. Kaplan
Describes applying activity-based costing to manage customer relationships. Links cost-to-serve to net margins earned with individual customers. View Details
Kaplan, Robert S. "Using ABC to Manage Customer Mix and Relationships." Harvard Business School Background Note 197-094, April 1997.
- 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
Teixeira, Thales S., and Morgan Brown. "Airbnb, Etsy, Uber: Acquiring the First Thousand Customers." Harvard Business School Case 516-094, May 2016. (Revised January 2018.)
- 2005
- Book
Managing Customers as Investments: The Strategic Value of Customers in the Long Run
By: Sunil Gupta and Donald R. Lehmann
Gupta, Sunil, and Donald R. Lehmann. Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Wharton School Publishing, 2005. (2006 winner of the annual Berry-AMA book prize for the best book in marketing.)
- 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.)
- 21 Mar 2016
- HBS Case
Can Customer Reviews Be 'Managed?'
Research says 85 percent of people will make a purchase after reading online reviews about a product or service. This has had huge implications for the hotel industry and helps explain why TripAdvisor, a massive repository of user-generated reviews, was the... View Details
- October 2023 (Revised February 2024)
- Supplement
Managing Customer Retention at Teleko
By: Eva Ascarza and Ta-Wei Huang
- November 2001
- Case
Bang Networks-The First Customer (B)
By: Jay O. Light and Mary N. Caravella
Supplements the (A) case. View Details
Light, Jay O., and Mary N. Caravella. "Bang Networks-The First Customer (B)." Harvard Business School Case 202-066, November 2001.
- April 1997 (Revised November 1997)
- Case
Anglian Water: Customer Service Transformation
Loveman, Gary W., and Sabina M. Ciminero. "Anglian Water: Customer Service Transformation." Harvard Business School Case 897-093, April 1997. (Revised November 1997.)
- May 1984 (Revised January 1985)
- Case
Citibank: Marketing to Multinational Customers
Buzzell, Robert D. "Citibank: Marketing to Multinational Customers." Harvard Business School Case 584-016, May 1984. (Revised January 1985.)
- 2002
- Working Paper
Control Systems for Customer Behavior
By: Frances X. Frei, Amy C. Edmondson and Corey Hajim
- 01 Jun 2008
- News
The Customer is the Company
- 15 Jun 2018
- News
How customer complaints help companies
- October 2009 (Revised June 2011)
- Case
Zappos.com 2009: Clothing, Customer Service, and Company Culture
By: Frances X. Frei, Robin J. Ely and Laura Winig
On July 17, 2009, Zappos.com, a privately held online retailer of shoes, clothing, and other soft line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its board of directors' approval to offer to merge the two companies.... View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Decision Choices and Conditions; Governing and Advisory Boards; Service Delivery; Organizational Culture; Internet and the Web; Valuation; Apparel and Accessories Industry; Retail Industry
Frei, Frances X., Robin J. Ely, and Laura Winig. "Zappos.com 2009: Clothing, Customer Service, and Company Culture." Harvard Business School Case 610-015, October 2009. (Revised June 2011.)
- 13 Feb 2019
- News
Want Digital Disruption? Decouple the Customer Experience
- 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