Customer Management - Publications - Faculty & Research

01 Oct 2001
What Do You Think?

Will Information Technology Really Turn Organizations Upside Down This Time?

do you think? Original Article Periodically, somebody comes up with the idea of turning the organization upside down, with the customer on top. Those serving customers in the frontline come next, and top... View Details

Keywords: by James Heskett

24 Apr 2014
News

Using storytelling to transform the retail experience

stories about the exceptional artisans who craft the jewelry, accessories, items for babies and children, paper goods, and home decor. “The world isn’t about just selling stuff anymore, it’s about knowing your customer really well and... View Details

02 Jul 2012
Research & Ideas

Why Good Deeds Invite Bad Publicity

robust direct link between CSR and financial performance” It is true that in areas such as environmentally sustainable practices, customers have been willing to pay responsible producers a premium for products; take organic cotton, for... View Details

Keywords: by Michael Blanding; Energy

Profile

Fangfang Wang

In China, Fangfang Wang participated in a general management training program at Mars Food that allowed her “the freedom to customize my career path.” Through a series of rotating assignments, Fangfang... View Details

Keywords: Nonprofit/Government/Education; CPG

01 Mar 2013
News

Faculty Books

Enterprise Analytics: Optimize Performance, Process, and Decisions through Big Data edited by Thomas Davenport (FT Press) This book, a collection of research papers from the International Institute for Analytics, addresses a wide variety of topics in View Details

03 Feb 2003
Research & Ideas

Web Services

service technologies from a provider, customer, and investor perspective. Customers are concerned with integration and driving down costs, said Steven Lewis, Microsoft's general manager of .net market... View Details

Keywords: by Julia Hanna; Service

June 1983 (Revised April 1991)
Case

Dominion Engineering Works

By: Christopher A. Bartlett

Dominion Engineering Works faces important strategic decisions about whether to continue its focused strategy of selling newsprint machines to the Canadian paper industry or whether recent changes in industry conditions and the emergence of three global competitors... View Details

Keywords: Machinery and Machining; Globalized Markets and Industries; Management Analysis, Tools, and Techniques; Partners and Partnerships; Competitive Strategy; Customization and Personalization; Diversification

Citation

Find at Harvard

Profile

Michelle Giguere

In high school, Michelle Giguere, "fell" into the Gap and never left, working part-time at the apparel retailer throughout college and returning full-time after graduation. "I loved the mix of fashion with the energy of View Details

02 Aug 2024
HBS Case

How a Mission to Cut Food Waste Launched a Multimillion-Dollar Venture

On a hectic Friday in October 2016, Josh Domingues wondered if he had made a mistake quitting the security of a well-paying job managing contracts for professional hockey players to start a new venture selling nearly expired groceries at... View Details

Keywords: by Lane Lambert; Technology; Information Technology

12 May 2016
News

Food Rescue Is on a Mission

models are very powerful,” he explains. “We have trucks that do deliveries, but the innovation is in how we are able to suit local needs, with many different collection models customized for local circumstances.” For Carson, a founder of... View Details

Keywords: Jill Radsken

03 Jun 2020
Research & Ideas

Who Guarantees Your Workplace Is Safe for Return?

As we start to think about returning to work, shopping, and recreation, there is much talk about transformed workplaces and innovative social distancing designs. But how will companies, workers, and customers have confidence that these... View Details

Keywords: by John Macomber and Joseph Allen; Real Estate

30 Oct 2005
Research & Ideas

Tuning Jobs to Fit Your Company

customize products and respond to customers. Regional managers take responsibility for sales, product development, distribution, and manufacturing. As a consequence, the spans of control for View Details

Keywords: by Robert Simons

Web

Once in a Lifetime Opportunities | Social Enterprise | Harvard Business School

effectively and efficiently measure the impact of Acumen’s portfolio companies. “We developed Lean Data as a smart way to listen to our customers and understand the impact of our products and services on their lives,” Kasia says. In the... View Details

June 2016
Case

The Wealthfront Generation

By: Luis Viceira and Allison Ciechanover

Keywords: Automated Investment Advisor; Millennials; Fintech; Customers; Asset Management; Internet and the Web; Age; Investment; Business Startups; California

Citation

Educators

Purchase

26 May 2009
Research & Ideas

Improving Market Research in a Recession

most firms are reducing spending on the market research that would help manage that uncertainty. In the United States, spending on market research has dipped for four consecutive quarters, and chief marketing officers don't expect the... View Details

Keywords: by John Quelch

Web

Souvenirs & Novelties - The Art of American Advertising

The Art of “Posting” Brand Name Management A Marketing Revolution “The province of the advertising novelty is to present to the customer . . . something of a tangible or more or less permanent value.”... View Details

01 Dec 2002
News

What You Know Depends on Where You Go

HBS associate professor Robert Kennedy and LARC executive director Gustavo Herrero interview customers of BancoSol at a market in La Paz. The bank specializes in microloans and has the second-largest number of View Details

14 Nov 2019
Blog Post

Future Leaders Dive into the MS/MBA: Engineering Sciences Program

MS/MBA program, we learn the more structured way to avoid failures, such as doing customer research, ideating with a minimum viable product, then seeing how people react to it—steps that lead to success.” Arnon hopes the engineering,... View Details

06 May 2008
First Look

First Look: May 6, 2008

deputies. Several months earlier, Swanborough, then vice-president of Marketing, had been named vice-president for Sales Effectiveness atop a transformed sales division. The previous week, the team had presented to top management the... View Details

Keywords: Martha Lagace

04 Mar 2013
Lessons from the Classroom

Lessons from Running GM’s OnStar

Among the most popular elective courses at Harvard Business School is Building and Sustaining a Successful Enterprise (BSSE). Developed by Professor Clayton M. Christensen, the course teaches future leaders how to use well-researched academic theories to understand... View Details

Keywords: by Carmen Nobel; Auto

Publications