Customer Management - Publications - Faculty & Research

9 AM – 9 AM EDT, 05 Sep 2018
HBS Online

HBX Disruptive Strategy

Make innovation a reality with strategies from two-time Worlds Most Innovative Business Thinker, Clayton Christensen. Program Dates: September 5, 2018 - October 17, 2018 View Details

I leverage my 30+ years of experience launching and scaling startups to help startup founders and CEOs succeed. This includes helping early stage founders think about how complete customer discovery, build an MVP and develop their... View Details

Keywords: Digital Health;#13;#Biotech & Life Sciences;#16;#Consumer Products & Packaged Goods;#30;#Fashion, Beauty, Apparel, & Retail;#35;#Food & Beverages;#43;#Healthcare;#64;#Software/App;#71;#Travel, Tourism, & Hospitality;#75;#Venture Capital;#238;#Fintech;#237;#Artificial Intelligence

15 Jul 2015
Research & Ideas

Amazon Prime Day: The Logic Behind a Retailer’s Made-up Holiday

Amazon.com is taking an interesting approach to its birthday this year. The company is throwing itself a party where all its Prime customers get the gifts. Amazon Prime Day is slated for July 15th, "a one-day shopping event with more... View Details

Keywords: Re: Sunil Gupta; Retail

27 Jul 2023
Blog Post

Buy Big, Sell Small

ApnaKlub—which leases warehouse space and trucks—sources the requested products from brand-name manufacturers and distributes them to the wholesalers, who deliver within a reliable time frame. “We leverage technology to bring our 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

30 Jun 2015
First Look

First Look: June 30, 2015

in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure repeated memorable service encounters; (2) customers buy... View Details

Keywords: Carmen Nobel

01 Sep 2005
News

Perfection’s Price

emphasize a shopping experience that includes spacious aisles, comfortable seating throughout the store, sophisticated climate control because their customers “tend to get warmer faster,” larger dressing rooms and mirrors, and a sales... View Details

Keywords: Margie Kelley; Clothing and Clothing Accessories Stores; Retail Trade

May 2024
Supplement

gWorks (A)

By: Richard S. Ruback and Royce Yudkoff

In January of 2019, Joe Heieck, CEO of gWorks, was deciding whether to proceed with his acquisition of Data Tech, that was a business roughly the same size as gWorks. gWorks, which provided geospatial software to small city and rural county governments, was acquired by... View Details

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01 Mar 2003
News

Books

Connecting the Dots by Cathleen Benko and F. Warren McFarlan Selling China by Yasheng Huang What Customers Think by Gerald Zaltman Connecting the Dots by Cathleen Benko and F. Warren McFarlan (Harvard Business School Press) A recent study... View Details

Keywords: Deborah Blagg; Publishing Industries (except Internet); Information

01 Jun 2012
News

Alumni Book Briefs

Kubacki (MBA 2000) (Wiley) The authors explain how competitive selling is as much a matter of politics, customer value, and strategy as it is a management science. Based on data from a comprehensive sales... View Details

Keywords: News, Library, Internet, and Other Services; Information; Clothing and Clothing Accessories Stores; Retail Trade

November 10, 2022
Article

5 Ways Startups Can Prepare for a Recession

By: Lou Shipley

Startups face unique challenges during economic downturns. They typically aren’t yet profitable and so are reliant on outside funding—and therefore are especially exposed when macroeconomic conditions change. To make it through a recession, startup CEOs should hit the... View Details

Keywords: Entrepreneurship; Organizational Culture; Sales; Customer Focus and Relationships; Decisions; Inflation and Deflation; Financial Crisis; Employee Relationship Management; Business Startups; Credit

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9 AM – 10 AM EST, 23 Jan 2019
HBS Online

HBS Online Disruptive Strategy

Make innovation a reality with strategies from two-time World's Most Innovative Business Thinker, Clayton Christensen. Program Dates: January 23, 2019 - March 6, 2019 View Details

16 Jan 2020
News

Helping California Wildfire Victims Rebuild

the process simpler,” Pechet told Forbes. The company is now managing the rebuild process for 150 victims of the California wildfires. The Homebound software, the article notes, “tracks 379 unique tasks that are common when building a... View Details

Keywords: Construction of Buildings; Construction

01 Dec 2018
News

Alumni and Faculty Books for December 2018

by Alex Sherman and Mike Sherman (MBA 1986) Amazon Digital Services LLC This book provides 52 real-life anecdotes that illustrate important learnings about customer analytics. It draws from the worlds of big data and View Details

01 Jun 2016
News

Up by the Roots

brought its own challenges. Ginseng is a notoriously labor-intensive crop: Plants can take four to five years to mature, all of the seeds are picked by hand, and most of the harvesting is manual. All machinery is customized from other... View Details

Keywords: Francis Storrs

Robert F. McDermott

diversified financial services enterprise with over $30 billion in assets. His deep commitment to customer service and concern for employee satisfaction were recognized by industry analysts who often ranked USAA as the best View Details

Keywords: Finance

Profile

Craig Baker

Craig Baker grew up in southeastern Idaho, and he finds it perfectly fitting that his first career assignment after completing his undergraduate degree in business and information-systems management took him into the potato field. “Double... View Details

23 Jul 2013
First Look

First Look: July 23

30-year customer of Filene's Basement, a retailer offering fashion goods at discounted prices, who was eventually fired by the firm. The case traces how company actions taken in the name of customer... View Details

Keywords: Anna Secino

Scott D. Cook

Though he was not the first individual to launch a personal finance software company, Cook was the most successful. His focus on easy of use and customer service helped to develop Quicken into one of the most successful software... View Details

Keywords: Computers & Electronics

09 Oct 2019
Research & Ideas

For Better Ideas, Bring the Right People to the Brainstorm

moment that launches a powerful idea or brilliant product. Managers can use these insights to form teams that create better ideas. “Much of innovation is premised on the idea that you should talk to other people to generate ideas,” says... View Details

Keywords: by Michael Blanding

Publications