Customer Focus and Relationships - Publications - Faculty & Research - Harvard Business School

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March 1996 (Revised January 1997)
Case

America Online: Using Information Technology to Better Serve the Customer

By: James I. Cash Jr. and Judy E. Stahl

Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need to be done to support growth and counter competition from Prodigy, Compuserv, and Internet-related services? View Details

Keywords: Customer Focus and Relationships; Management Analysis, Tools, and Techniques; Service Operations; Problems and Challenges; Competitive Strategy; Information Technology; Technology Industry

10 Dec 2018
Working Paper Summaries

Platform Competition: Betfair and the U.K. Market for Sports Betting

Keywords: by Ramon Casadesus-Masanell and Neil Campbell; Entertainment & Recreation

May 2016 (Revised September 2016)
Case

Hillside Beach Club: Delivering the Ultimate Family Vacation in the Mediterranean

By: Rajiv Lal and Gamze Yucaoglu

In 2015, Edip Ilkbahar, HBC’s founder and CEO, was looking over the plans for a new branch in Cyprus. Since the inception of the company by the Alarko Group of companies in 1994, Ilkbahar’s company had enjoyed high occupancy, high guest satisfaction, and high... View Details

February 2016 (Revised June 2016)
Case

The Maggi Noodle Safety Crisis in India (A)

By: Karthik Ramanna and Radhika Kak

The local government in Delhi has ordered a ban on Nestlé's flagship product in India—Maggi Noodles—citing excessive lead content per government lab tests. Nestlé disputes the government tests, noting that internal and third-party tests show the product to be safe.... View Details

Keywords: Multinationals; Regulation; Customer Relations; Business And Government; Crisis Management; Leadership; Multinational Firms and Management; Globalization; Governing Rules, Regulations, and Reforms; Safety; Customer Relationship Management; Business and Government Relations; India; Europe; Switzerland

Article

Fighting Bias on the Front Lines

By: Alexandra C. Feldberg and Tami Kim

Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral.
This article presents research... View Details

Keywords: Customer Service; Customer Focus and Relationships; Service Delivery; Diversity; Prejudice and Bias; Organizational Change and Adaptation

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2011
Book

The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

By: Fred Reichheld and Rob Markey

Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details

Keywords: Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects

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10 Jul 2014
News

Birchbox Store Opens in NY

Keywords: bricks and mortar; retail; customer engagement; Miscellaneous Store Retailers; Retail Trade

12 Feb 2018
Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

customers, and how operational choices affect customer behaviors and firm performance. We all spend a surprising amount of time waiting our turn; by one estimate, Americans... View Details

Keywords: by Michael Blanding; Retail; Service

August 2009 (Revised October 2009)
Teaching Note

The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co. (TN)

By: Willy C. Shih and Chen-Fu Chien

Teaching Note for [610003]. View Details

Keywords: Customer Focus and Relationships; Semiconductor Industry; Taiwan

August 2019
Case

Twiggle: E-Commerce with Semantic Search

By: Shane Greenstein and Danielle Golan

Four years after being founded, in 2014, by former Google executives Amir Konigsberg (CEO) and Adi Avidor (CTO), Twiggle had developed a search enhancement that plugged into an online merchant’s existing framework. The company utilized advanced structuring and... View Details

Keywords: Search Technology; Customer Acquisition; Internet and the Web; Technological Innovation; Commercialization; Growth and Development Strategy; E-commerce; Technology Industry; Israel

August 2016 (Revised June 2017)
Supplement

InsideSales.com (B)

By: Frank V. Cespedes

Keywords: Business Organization; Customer Relationship Management; Marketing Strategy; Organizational Design; Salesforce Management; Talent; Talent Management; Sales; Growth and Development; Organizational Change and Adaptation; Entrepreneurship; Technology Industry; United States

June 2018 (Revised January 2020)
Case

Sony

By: Stefan Thomke, Atsushi Osanai and Akiko Kanno

Sony used to be synonymous with "innovation" and "cool products." The case reveals how the company lost its edge and describes the leadership initiatives to restore its former glory. In 2012, Kazuo (Kaz) Hirai becomes CEO and successfully transforms Sony, including a... View Details

Keywords: Customer Experience; Product Differentiation; Transformation; Leadership Style; Technology Adoption; Leading Change; Media and Broadcasting Industry; Media and Broadcasting Industry; Media and Broadcasting Industry; Japan

December 2016
Article

Corporate Sponsorship in Culture—A Case of Collaborative Marketing by a Global Bank and a Major Art Museum

By: Ragnar Lund and Stephen A. Greyser

This paper examines cultural sponsorship from a partnership perspective. It studies the collaboration between two international institutions, a bank and a museum, and their value co-creation with customers and audiences. This in-depth case study of a sponsorship... View Details

Keywords: Sponsorship; Co-marketing; Partnerships; International Marketing; Arts Marketing; Relationship Marketing; Museums; Resource Integration; Marketing; Partners and Partnerships; Financial Institutions; Arts

February 2016
Supplement

The Maggi Noodle Safety Crisis in India (C)

By: Karthik Ramanna and Radhika Kak

The local government in Delhi has ordered a ban on Nestlé's flagship product in India—Maggi Noodles, citing excessive lead content per government lab tests. Nestlé disputes the government tests, noting that internal and third-party tests show the product to be safe.... View Details

Keywords: Multinationals; Globalization; Regulation; Customer Relations; Business And Government; Safety; Leadership; Food; Multinational Firms and Management; Governance Compliance; Crisis Management; Customer Focus and Relationships; Business and Government Relations; Food and Beverage Industry; Delhi

February 2016 (Revised June 2016)
Supplement

The Maggi Noodle Safety Crisis in India (B)

By: Karthik Ramanna and Radhika Kak

The local government in Delhi has ordered a ban on Nestlé's flagship product in India—Maggi Noodles, citing excessive lead content per government lab tests. Nestlé disputes the government tests, noting that internal and third-party tests show the product to be safe.... View Details

Keywords: Multinationals; Globalization; Regulation; Customer Relations; Business And Government; Safety; Leadership; Food; Multinational Firms and Management; Governance Compliance; Crisis Management; Customer Focus and Relationships; Business and Government Relations; Food and Beverage Industry; Delhi

May 2022
Case

Byte

By: Boris Groysberg, Katherine Connolly Baden and Julia Kelley

In January 2021, Byte co-founders Scott Cohen and Blake Johnson reflected on how far their Los Angeles-based direct-to-consumer (DTC) orthodontics company had come since launching its clear aligners just a little over two years earlier. Cohen and Johnson were both... View Details

Keywords: Growth; Customer Experience; Customer Focused Organization; Innovation; DTC; Growth Management; Expansion; Entrepreneurship; Customer Focus and Relationships; Innovation and Invention; Growth and Development Strategy; Medical Devices and Supplies Industry; United States

May 2016
Case

OPET: Precision Marketing in Uncertain Times

By: Rajiv Lal, Esel Çekin and Eren Kuzucu

During Timucin Guler’s decade at OPET, a prominent fuel distributor in Turkey, he transformed the definition of marketing in the company. Under Guler’s lead, OPET, once a local player in the downstream distribution market, became the second largest fuel distributor in... View Details

Keywords: Customer Satisfaction; Customer Service; Emerging Market; Focusing On Customers; Competition; Turkey; Loyalty Program; Marketing Strategy; Downstream Distribution; Customer Relationship Management; Energy Industry; Turkey

March 17, 2021
Other Article

Beyond Pajamas: Sizing Up the Pandemic Shopper

By: Ayelet Israeli, Eva Ascarza and Laura Castrillo

A first look at how the COVID-19 pandemic impacted e-commerce apparel shopping in the US and the UK. Extensive analysis and interactive graphics utilizing millions of transactions.
While the pandemic is still playing out, our preliminary investigations... View Details

January 2017 (Revised December 2017)
Case

Carmichael Roberts: To Create a Private Equity Firm?

By: Steven Rogers and Kenneth J. Cooper

Carmichael Roberts, a rare African-American venture capitalist, considered leaving his general partnership in a private equity firm near Boston and setting up his own in 2015. He weighed whether the timing was right, with the economy still not fully recovered from the... View Details

June 2013
Teaching Note

Elasto Therm: The Next Step

By: Jim Sharpe

Keywords: Entrepreneurial Organizations; Entrepreneurs; Careers; Empowerment; Job Design; Sales Channels; Sales Force Management; Pricing Strategy; Pricing; Pricing Policies; Employee Empowerment; Customer Focus; Entrepreneurship; Salesforce Management; Customer Focus and Relationships; Rubber Industry; United States

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