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  • 2019
  • Working Paper

Managing Churn to Maximize Profits

By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a... View Details
Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit
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  • 12 Nov 2013
  • First Look

First Look: November 12

observers. We identify boundary conditions and demonstrate that the positive inferences disappear when the observer is unfamiliar with the environment, when the nonconforming behavior is depicted as unintentional, and in the absence of... View Details
Keywords: Sean Silverthorne
  • May 3, 2023
  • Article

What Top-Performing Sales Managers Do Differently

By: Mike Schultz and Frank V. Cespedes
Sales managers hire reps, influence their training, provide (we hope) feedback and so reinforce good selling behaviors, and are key in the execution of growth and change initiatives. In a study of more than 1,000 sales managers and sellers across industries, we found... View Details
Keywords: Management Practices and Processes; Sales; Performance Effectiveness
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  • 2022
  • Book

Purpose + Profit: How Business Can Lift Up the World

By: George Serafeim
The roadmap and best practices to reap the enormous value that can emerge when your business prioritizes social and environmental goals—such as climate change, diversity and inclusion, and sustainability—right alongside the pursuit of profit.

We not only... View Details
Keywords: ESG (Environmental, Social, Governance) Performance; Profitability; Business And Society; Organizations; Mission and Purpose; Goals and Objectives; Social Issues; Environmental Sustainability; Value Creation; Organizational Change and Adaptation
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  • August 2019 (Revised March 2022)
  • Case

Lemonade: Disrupting Insurance with Instant Everything, Killer Prices, and a Big Heart

By: Elie Ofek and Danielle Golan
Launching its first products in the fall of 2016 in New York, insurtech startup Lemonade was on a mission to disrupt the insurance market by using AI and behavioral economics principles. The company offered renters, homeowners, and condo insurance and mainly targeted... View Details
Keywords: AI; Business Startups; Insurance; Technological Innovation; Business Model; Disruption; Brands and Branding; Growth and Development Strategy; Global Strategy; Decision Making; Insurance Industry; Technology Industry
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    John T. Gourville

    John Gourville is the Albert J. Weatherhead, Jr. Professor of Business Administration at the Harvard Business School.  He joined the HBS Marketing Unit in 1995 after receiving his Ph.D. at the University of Chicago in marketing and behavioral research.  His most... View Details

    Keywords: agribusiness; biotechnology; consumer products; health care; high technology; medical supplies; pharmaceuticals; retailing
    • December 15, 2015
    • Article

    Don't Turn Your Sales Team Loose Without a Strategy

    By: Frank V. Cespedes and Steve Thompson
    When formulating a strategy, markets and segments are typically important categories. But only customers buy. Hence, for most firms, de facto strategy and much resource allocation are the aggregate result of the deals their salespeople close. However, few firms clarify... View Details
    Keywords: Strategy; Salesforce Management
    Related
    • 2010
    • Chapter

    Utilizing Team Member Expertise Under Pressure

    By: Heidi K. Gardner and Erin McFee
    Pressure intensifies on a strategy consulting team as they deliver a critical project, and the team manager faces a dilemma about her changing role on the team. Although she had been the key decision-maker in the early weeks of the project, Julia Narino now finds that... View Details
    Keywords: Experience and Expertise; Managerial Roles; Organizational Culture; Projects; Groups and Teams; Behavior; Customization and Personalization; Consulting Industry
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      Jeremy Yang

      Jeremy Yang is an Assistant Professor of Business Administration in the Marketing Unit at Harvard Business School. He teaches Marketing in the MBA required curriculum. He develops data products for... View Details
      Keywords: advertising; media; entertainment; information; consumer products
      • 26 Apr 2011
      • First Look

      First Look: April 26

      April 2002, started providing its branch managers with customer lifetime value (CLV) information about mortgage applicants. The data allow us to gauge the effects of enriching the information set of these employees in an environment where... View Details
      Keywords: Sean Silverthorne

        John A. Deighton

        John Deighton is The Harold M. Brierley Professor of Business Administration Emeritus at Harvard Business School. He is an authority on consumer behavior and marketing, with a focus on digital and direct marketing. He teaches in the area of Big Data in Marketing,... View Details

        Keywords: advertising; banking; beverage; communications; computer; consumer products; credit card; e-commerce industry; financial services; grocery; hotels ＆ motels; information technology industry; marketing industry; music; pharmaceuticals; professional services
        • 29 Apr 2015
        • HBS Seminar

        Jason Jay, MIT Sloan School of Management

        • 19 Jun 2007
        • First Look

        First Look: June 19, 2007

        also show that the internal control provisions of section 404 of Sarbanes-Oxley make royalty arrangements based on self-reporting more attractive. Download the paper: http://www.hbs.edu/research/pdf/07-100.pdf Toward a Theory of View Details
        Keywords: Martha Lagace
        • Research Summary

        Research

        Professor Karmarkar's research in consumer behavior develops theory-driven frameworks “from the brain up”. In particular, using a combination of consumer psychology, behavioral economics, and insights from neuroscience, she investigates the factors that consciously... View Details

        • August 2013
        • Article

        Customer-Driven Misconduct: How Competition Corrupts Business Practices

        By: Victor Manuel Bennett, Lamar Pierce, Jason A. Snyder and Michael W. Toffel
        Competition among firms yields many benefits but can also encourage firms to engage in corrupt or unethical activities. We argue that competition can lead organizations to provide services that customers demand but that violate government regulations, especially when... View Details
        Keywords: Competition; Crime and Corruption; Management Practices and Processes; Ethics; Consumer Behavior; Customer Satisfaction; Auto Industry; Service Industry
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        • November 2015 (Revised May 2016)
        • Case

        Aspiring Minds

        By: Karim R. Lakhani, Marco Iansiti and Christine Snively
        By 2015, India-based employment assessment and certification provider Aspiring Minds had helped facilitate over 300,000 job matches through its assessment tools. Aspiring Minds' flagship product, the Aspiring Minds Computer Adaptive Test (AMCAT), used machine learning... View Details
        Keywords: Information Technology; Strategy; Higher Education; Technological Innovation; Employment; Technology Industry; India; China
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        • 19 Jul 2004
        • Research & Ideas

        Your Customers: Use Them or Lose Them

        Frei. Their customers are better off and the organizations earn a disproportionate share of the profits over their competitors. Frei, who spoke with HBS alumni on June 4 in a session titled "Capitalizing on the Power of the... View Details
        Keywords: by Martha Lagace

          Anthony Mayo

          Tony Mayo is the Thomas S. Murphy Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the Organizational Behavior Unit of Harvard Business School (HBS).  He currently teaches and serves as the course head for... View Details

          Keywords: advertising; airline; education industry; nonprofit industry; publishing industry; service industry
          • 10 Nov 2008
          • What Do You Think?

          How Much Can You Ask of Your Customers?

          referrals of new customers, ideas for new products or processes, or even help in the selection of its frontline employees. Of greater significance than satisfaction or even the willingness to recommend the organization to others, these "ownership" View Details
          Keywords: by Jim Heskett
          • 08 Mar 2012
          • Working Paper Summaries

          Customer-Driven Misconduct: How Competition Corrupts Business Practices

          Keywords: by Victor Manuel Bennett, Lamar Pierce, Jason A. Snyder & Michael W. Toffel; Auto