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Show Results For
- All HBS Web
(2,065)
- News (376)
- Research (1,427)
- Events (1)
- Multimedia (6)
- Faculty Publications (625)
- 26 Jun 2023
- Research & Ideas
Want to Leave a Lasting Impression on Customers? Don't Forget the (Proverbial) Fireworks
people’s potential willingness to repurchase,” De Freitas says. Conversely, expressing a little thoughtfulness after a purchase can go a long way in endearing a customer to a brand. Investing in customer... View Details
- Research Summary
Overview
By: Ayelet Israeli
Professor Israeli utilizes econometric methods and field experiments to study data driven decision making in marketing context. Her research focuses on data-driven marketing, with an emphasis on how businesses can leverage their own data, customer data, and market data... View Details
- February 2017
- Case
Yemeksepeti: Growing and Expanding the Business Model through Data
By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu
In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin... View Details
Keywords: Entrepreneurial Management; Entrepreneurial Ventures; Turkey; Big Data; Customer Focused Organization; Service Management; Continuous Improvement; Data Analysis; Internet; Growth Strategy; Technological Change; Information Systems; Entrepreneurship; Corporate Strategy; Analytics and Data Science; Analysis; Customer Focus and Relationships; Emerging Markets; Service Operations; Competitive Advantage; Performance Improvement; Internet and the Web; Growth and Development Strategy; Information Technology; Value Creation; Food and Beverage Industry; Turkey
Kerr, William R., Gamze Yucaoglu, and Eren Kuzucu. "Yemeksepeti: Growing and Expanding the Business Model through Data." Harvard Business School Case 817-095, February 2017.
- 2017
- Chapter
Marketing Models for the Customer-Centric Firm
By: Eva Ascarza, Peter S. Fader and Bruce G.S. Hardie
A customer-centric firm takes the view that there are three key drivers of (organic) growth and overall profitability: Customer acquisition, customer retention, and customer development (i.e., increasing the value of each existing customer (per unit of time) while they... View Details
Ascarza, Eva, Peter S. Fader, and Bruce G.S. Hardie. "Marketing Models for the Customer-Centric Firm." In Handbook of Marketing Decision Models. 2nd ed. Edited by Berend Wierenga and Ralf van der Lans, 297–330. International Series in Operations Research & Management Science. Springer, 2017.
- December 1999 (Revised November 2003)
- Background Note
Pricing: A Value-Based Approach
By: Robert J. Dolan
Presents a framework for determining prices for products and services in concert with the value provided to customers. Discusses methodologies for estimating customer value. View Details
Dolan, Robert J. "Pricing: A Value-Based Approach." Harvard Business School Background Note 500-071, December 1999. (Revised November 2003.)
- Awards
Berry-AMA Book Prize for the Best Book in Marketing
By: Sunil Gupta
Winner of the 2006 Berry-AMA Book Prize for the Best Book in Marketing for Managing Customers as Investments: The Strategic Value of Customers in the Long Run (Wharton School Publishing) with Donald R. Lehmann. View Details
- 2008
- Book
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details
Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation
Heskett, James L., W. Earl Sasser Jr., and Joe Wheeler. Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Harvard Business Press, 2008.
- March 1999 (Revised June 2004)
- Case
United States Agency for International Development (USAID): Campfire Program in Zimbabwe
By: V. Kasturi Rangan and Jay Sinha
Raises the issue of customer definition in economic development. Because of the multiple stakeholders and their varying interests, understanding where and how value is created is critical to understanding the customer. View Details
Keywords: Customer Focus and Relationships; Development Economics; Marketing Strategy; Programs; Business and Stakeholder Relations; Value Creation; Zimbabwe; United States
Rangan, V. Kasturi, and Jay Sinha. "United States Agency for International Development (USAID): Campfire Program in Zimbabwe." Harvard Business School Case 599-090, March 1999. (Revised June 2004.)
- 01 Jan 2007
- News
Berry-AMA Book Prize, American Marketing Association
- May 2009
- Article
Customer-Based Valuation
By: Sunil Gupta
Customer lifetime value (CLV) has emerged as an important metric to manage and grow customers. Marketing scholars have written many books and articles on this topic. However, most of this research has focused on tactical marketing decisions. While this is important, it... View Details
Gupta, Sunil. "Customer-Based Valuation." Journal of Interactive Marketing 23, no. 2 (May 2009): 169–178.
- Research Summary
Trust
By: Sandra J. Sucher
In this research, I aim to provide a practical orientation to trust—how to build it, how it can be damaged, how it might be repaired—grounded in my experience as an executive and in the research on organizational trust and moral philosophy. As a case researcher, I... View Details
Keywords: Power; Globalization; Leadership; Corporate Culture; Future Of Work; Innovation; Human Resources; Technology Strategy; Automation; Stakeholder Engagement; Employee Attitude; Customer Behavior; Shareholder Value; Government And Business; Impact Investing; Corporate Accountability; Corporate Change And Sustainability; Asia; Europe; South America; Middle East; North And Central America; Trust; Asia; Europe; South America; Middle East; North and Central America
- April 2006
- Background Note
Designing Sustainable Service Models
By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details
Keywords: Business Model; Customers; Design; Managerial Roles; Consumer Behavior; Service Operations; Power and Influence; Value
Frei, Frances X. "Designing Sustainable Service Models." Harvard Business School Background Note 606-031, April 2006.
- May–June 2021
- Article
Eliminate Strategic Overload
As companies respond to intensifying competitive pressures and challenges, they ask more and more of their employees. But organizations often have very little to show for the efforts of their talented and engaged workers. By selecting fewer initiatives with greater... View Details
Keywords: Strategic Initiatives; Value-based Strategy; Organizational Effectiveness; Strategy; Value Creation
Oberholzer-Gee, Felix. "Eliminate Strategic Overload." Harvard Business Review 99, no. 3 (May–June 2021): 88–97.
- 22 Feb 2019
- News
7 Lessons On Winning New Markets Without Technology
- January 2021 (Revised March 2021)
- Case
THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)
By: Jill Avery, Ayelet Israeli and Emma von Maur
THE YES, a multi-brand shopping app launched in May 2020 offered a new type of buying experience for women’s fashion, driven by a sophisticated algorithm that used data science and machine learning to create and deliver a personalized store for every shopper, based on... View Details
Keywords: Data; Data Analytics; Artificial Intelligence; AI; AI Algorithms; AI Creativity; Fashion; Retail; Retail Analytics; E-Commerce Strategy; Platform; Platforms; Big Data; Preference Elicitation; Preference Prediction; Predictive Analytics; App Development; ＂Marketing Analytics＂; Advertising; Mobile App; Mobile Marketing; Apparel; Online Advertising; Referral Rewards; Referrals; Female Ceo; Female Entrepreneur; Female Protagonist; Analytics and Data Science; Analysis; Creativity; Marketing Strategy; Brands and Branding; Consumer Behavior; Demand and Consumers; Forecasting and Prediction; Marketing Channels; Digital Marketing; Internet and the Web; Mobile and Wireless Technology; AI and Machine Learning; E-commerce; Digital Platforms; Fashion Industry; Retail Industry; Apparel and Accessories Industry; Consumer Products Industry; United States
Avery, Jill, Ayelet Israeli, and Emma von Maur. "THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)." Harvard Business School Case 521-070, January 2021. (Revised March 2021.)
- October 2021 (Revised December 2021)
- Case
Customer-Centric Design with Artificial Intelligence: Commonwealth Bank
By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details
Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia
Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
- Article
How Long Can a Company Thrive Doing Just One Thing?
By: Andy Wu and Scott Duke Kominers
The news that the chat app Slack was being sold to veteran customer relationship management company Salesforce for $27.7 billion raised a lot of eyebrows. Why sell after a year of explosive growth? The deal, however, epitomizes a question facing so-called best-of-breed... View Details
Wu, Andy, and Scott Duke Kominers. "How Long Can a Company Thrive Doing Just One Thing?" Harvard Business Review Digital Articles (December 10, 2020).
- April 2020 (Revised February 2023)
- Case
GitLab and the Future of All-Remote Work (A)
By: Prithwiraj Choudhury and Emma Salomon
GitLab is arguably one of the world’s largest “all-remote” companies. Started in 2011 and with more than 1,000 employees at present, it has no physical offices and all employees, including the entire C-Suite, work remotely from all parts of the world. The case... View Details
Keywords: Remote Work; Internet and the Web; Technology Adoption; Value Creation; Business Model; Organizational Structure
Choudhury, Prithwiraj, and Emma Salomon. "GitLab and the Future of All-Remote Work (A)." Harvard Business School Case 620-066, April 2020. (Revised February 2023.)
- March 2001 (Revised March 2002)
- Background Note
Service Recovery
Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives. View Details
Hallowell, Roger H. "Service Recovery." Harvard Business School Background Note 801-342, March 2001. (Revised March 2002.)