Customer Management - Publications - Faculty & Research

02 Sep 2019
What Do You Think?

Are Overlooked Forces Shielding the US from Severe Economic Downturns?

given the length of the economic recovery from the depths of 2008. But are several basic forces at work that put the notion of an imminent recession to rest? In the early 1960s, in a class on business logistics at The Ohio State University, I ran an experiment in which... View Details

Keywords: by James Heskett; Service

01 Dec 2022
News

Case Study: Your Call Is Important to Us

the existing target markets. Great enterprise selling happens at the intersection of true customer pain and a credible solution. Play to win the game! —Rob Biederman (MBA 2014) is a managing partner of... View Details

Keywords: Computer Systems Design and Related Services; Professional Services

December 2003 (Revised September 2005)
Case

Rein Chemical Company: Specialty Division

By: Francis Aguilar

This case describes corporate management's recent discovery of widespread unethical pricing transactions in one division and key managers' different views on how to respond. Students are asked to evaluate management's position and decide who should do what to resolve... View Details

Keywords: Customers; Price; Ethics; Business Divisions; Chemicals; Crisis Management; Chemical Industry

Citation

Educators

Purchase

27 Nov 2017
Blog Post

Joining a Start-up: 10 Lessons Along the Way

join a start-up and the lessons she learned. 1. No pressure, no diamonds.In the cash-strapped environment of a start-up there is pressure to deliver direct results; there's no hiding behind the delayed consequences and layers of View Details

Keywords: Entrepreneurship; Consumer Products / Retail

05 Jun 2014
Research & Ideas

Fixing the ‘I Hate Work’ Blues

customers will report a much higher level of responsiveness. The executives will make better informed, more thoughtful decisions about the business because they are so much closer to their markets and the people doing the work. Bill... View Details

Keywords: by Bill George

01 Dec 2013
News

Curing Health Care

back-office burdens from the doctors and support staff to the company. One of the company's software services, for example, translates electronic records from its system to others (no more stuck MRIs), and lets doctors track and manage... View Details

Keywords: Management; Management; Management; Management; Management

Student-Profile

Ta-Wei "David" Huang

As a data scientist, David Huang (he/him) spent much of his time analyzing customer¬ data to provide personalized experience and improve long-term customer values for companies in different industries. As David explains, “I loved... View Details

01 Dec 2017
News

Case Study: The Doctor Deficit

employer and employee, Nomad manages the process, from background checks to malpractice insurance to payroll. It charges health care institutions a 15 percent commission for each hire—a transparency unheard of in a sector in which the... View Details

Keywords: April White

01 Jun 2010
News

Green Dreams: Eco-Friendly Countertops

company’s product throughout its Seattle headquarters. Other customers include NASA, the Ritz-Carlton, Starbucks, Whole Foods, Amazon, Disney’s Epcot theme park, and Google. IceStone has come a long way since Magagnini’s dark day, and not... View Details

Keywords: Sarah Auerbach; Furniture and Related Product Manufacturing; Manufacturing

11 Sep 2000
Research & Ideas

Riding the Internet Fast Track

professor Tom Eisenmann, who also serves on the board of OneMain.com, one of the nation's ten largest Internet service providers, and on the advisory boards of many Internet start-ups. Eisenmann's definition of the get-big-fast strategy includes three criteria: massive... View Details

Keywords: by Peter Jacobs

04 Oct 2004
Research & Ideas

Start to Measure Your E-commerce Success

arise. Since the choices are different for each company, because the strategies, structures, and systems are different, substantial customization is necessary. Senior managers should consider six initial... View Details

Keywords: by Marc J. Epstein

30 Jan 2019
What Do You Think?

Who Will Measure up to These Two Remarkable Leaders?

column challenged readers to come up with nominations of current leaders that we might be recognizing for their similarly remarkable accomplishments 10 or 20 years from now. This prompted Sandeep to ask, “Where are those legends, the fanatically View Details

Keywords: by James Heskett; Air Transportation; Financial Services

09 Jul 2018
Research & Ideas

Overcoming the Challenges of Selling Brand New Technology (Hey, Need a 3-D Printer?)

“Nothing sells itself,” says Frank Cespedes, senior lecturer in the Entrepreneurial Management Unit at Harvard Business School. “When companies introduce new products, they are offering something that by definition is going to replace... View Details

Keywords: by Michael Blanding; Technology; Consumer Products; Electronics; Industrial Products; Information Technology; Manufacturing; Medical Devices & Supplies; Retail

01 Sep 2005
News

WATER Ltd.

In an age of global scarcity, water has become a valuable commodity in both the industrialized and developing worlds. With governments and communities increasingly unable to manage the complexities and expense of water treatment and... View Details

Keywords: Garry Emmons; Waste Management and Remediation Services; Waste Management and Remediation Services; Waste Management and Remediation Services; Waste Management and Remediation Services

January 2002 (Revised October 2005)
Case

General Electric Medical Systems 2002

By: Tarun Khanna and James Weber

Discusses one of General Electric's flagship divisions--the world's leading provider of medical diagnostic imaging equipment. Provides an opportunity to examine a multinational confronting massive technological and demographic changes around the world. Genomics has... View Details

Keywords: Information Technology; Business Model; Change Management; Multinational Firms and Management; Genetics; Customer Value and Value Chain; Age; Medical Devices and Supplies Industry; China; United States

Citation

Educators

Purchase

9 AM – 9 AM EST, 07 Nov 2018

HBX Disruptive Strategy

Make innovation a reality with strategies from two-time Worlds Most Innovative Business Thinker, Clayton Christensen. Program Dates: November 7, 2018 - December 19, 2018 View Details

01 Jun 2022
News

Case Study: Glass Half Full

could help lower growing recycling costs (start with Houston and Austin). Any sales to customers like that can also help Neutrall’s D2C efforts on its own website or on Amazon. —Frank Cespedes, MBA Class of 1973 Senior Lecturer of... View Details

Keywords: Jen McFarland Flint; Nonstore Retailers; Retail Trade

01 Jun 2024
News

Case Study: Ready for an Upgrade

Illustration by Alvaro Dominguez The Los Angeles–based startup Stell was borne of a pain point almost as old as recorded history itself: paperwork. One of Stell’s cofounders, Malory McLemore (MBA 2022), had landed a job as an engineer at Airbus after earning a... View Details

Keywords: Jen McFarland Flint; Computer Systems Design and Related Services; Professional Services

24 Apr 2012
First Look

First Look: April 24

note:http://cb.hbsp.harvard.edu/cb/product/812097-PDF-ENG Business Model Analysis for Entrepreneurs Thomas R. EisenmannHarvard Business School Note 812-096 This note defines a business model and its major elements: a customer value... View Details

Keywords: Carmen Nobel

Web

Online Entrepreneurial Marketing Course | HBS Online

Stories FAQs Enroll Now Key Concepts Develop and continually adapt go-to-market strategies Distinguish between marketing- and sales-led organizations and marketers’ role in each Establish a customer selection strategy, including buyer... View Details

Publications