Publications

24 Apr 2014
News

Management skills pay off in personal and professional pursuits

Chuck Marantz (MBA 1973) talks about the parallels of professional and personal management skills. (Published April 2014) View Details

March 2006 (Revised April 2008)
Module Note

Conceptualizing the Customer Operating Role

By: Frances X. Frei

The module introduces students to the concept and implications of a customer operating role. Building on the first year operations curriculum in which only employees' and machines' operating roles are considered, it provides the additional perspectives needed to bring... View Details

Keywords: Customers; Performance Efficiency; Perspective; Management Analysis, Tools, and Techniques; Service Operations

Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: People now expect companies... View Details

30 Mar 2003
Research & Ideas

How Your Employees and Customers Drive a New Value Profit Chain

It may be time to think about who really creates value in your organization, starting with customers and employees. Harvard Business School professors W. Earl Sasser and James... View Details

Keywords: by Manda Mahoney

February 2007 (Revised May 2007)
Case

Bancaja: Developing Customer Intelligence (A)

In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it... View Details

Keywords: Customer Relationship Management; Banking Industry; Spain

July–August 2014
Article

Unlock the Mysteries of Your Customer Relationships

By: Jill Avery, Susan Fournier and John Wittenbraker

Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: people now expect companies... View Details

Keywords: Brand Management; CRM; Brands and Branding; Marketing; Marketing Strategy; Customer Focus and Relationships; Customer Relationship Management; Consumer Products Industry; Retail Industry; United States

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November 2001 (Revised October 2017)
Case

GuestFirst Hotel (A): Customer Loyalty

By: Frances X. Frei and Dennis Campbell

Provides a hotel context in which to explore the link between customer loyalty and financial performance, using four years of hotel data. Challenges students to find the extent of the relationship between loyalty and performance. View Details

Keywords: Motivation and Incentives; Mathematical Methods; Finance; Performance; Relationships; Customer Focus and Relationships; Data and Data Sets; Accommodations Industry

February 2003 (Revised March 2007)
Case

Internet Customer Acquisition Strategy at Bankinter

By: Francisco de Asis Martinez-Jerez, V.G. Narayanan and Lisa Brem

Bankinter, a relatively small Spanish bank, has a large presence as an Internet financial services provider. Leading the way to profitability through the Internet will give Bankinter a major competitive advantage over the larger, more established Spanish banks. Ann... View Details

Keywords: Customer Relationship Management; Internet and the Web; Activity Based Costing and Management; Customer Value and Value Chain; Banks and Banking; Banking Industry; Spain

2006
Chapter

Linking Customer Management Efforts to Growth and Profitability

By: Das Narayandas and Douglas Bowman

Keywords: Customer Relationship Management; Profit; Business Growth and Maturation

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27 Jan 2016
News

Please, Take Your Leadership Personally

Article

Beyond Beta-Delta: The Emerging Economics of Personal Plans

By: John Beshears, Katherine L. Milkman and Joshua Schwartzstein

People make personal plans regarding whether, when, where, and how to undertake certain actions. We discuss three questions related to personal plans. First, what are the effects of plans on behavior? Second, when are plans formed? Third, how do plans deviate from... View Details

Keywords: Behavior; Planning

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25 Jul 2005
Research & Ideas

An Organization Your Customers Understand

becomes confused about its purpose and whom it is designed to serve. In popular marketing textbooks, students are taught that a customer is any person or organizational unit... View Details

Keywords: by Robert Simons

16 Nov 2016
News

Turning One Thousand Customers into One Million

July 2003 (Revised April 2011)
Case

Singapore Airlines: Customer Service Innovation

By: Rohit Deshpande and Hal Hogan

The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the... View Details

Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore

21 Apr 2008
Research & Ideas

The New Math of Customer Relationships

in as personal and amiable a way as possible, asks 10,000 customers to close their accounts every month. It's important to point out that this is out of a current base of about... View Details

Keywords: by Sean Silverthorne

20 Oct 2022 - 22 Oct 2022
Talk

Evaluative Dynamics: Summarizing Customer Journeys, Interviews, and Lives

By: Julian De Freitas, P. Kim and T. Ullman

Web

4.3 Missing Persons | MBA

external law enforcement agency, unless the local law enforcement agency was the entity that made the determination that the student is missing; (2) contact anyone the student has identified as a missing person contact under the... View Details

Spring 2014
Article

The High Price of Customer Satisfaction

By: Timothy Keiningham, Sunil Gupta, Lerzan Aksoy and Alexander Buoye

Managers often assume that improving customer satisfaction and financial performance go hand in hand. The reality, however, is much more complex. View Details

Keywords: Customer Satisfaction; Performance

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