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Show Results For
- All HBS Web
(6,238)
- People (3)
- News (1,344)
- Research (4,139)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,870)
- 04 Jan 2021
- Working Paper Summaries
The Twofold Effect of Customer Retention in Freemium Settings
- 01 Apr 2002
- News
Stocking Up Can Build Customer Value
papers (and miss one or more possible sales) once a week, or one-seventh of the time. What's ignored in this equation, though, according to HBS professor David Bell, is that customers care how often a retailer runs out of stock. "The... View Details
- 23 Oct 2013
- News
How Far Is Too Far in Selling Customer Data?
Customers As Innovators: A New Way to Create Value
Product R&D at many companies is a major bottleneck. The difficulty is that fully understanding the needs of just a single customer can be an inexact and costly process--to say nothing of the needs of all customers or even groups of them. In the course of... View Details
- November 2008
- Article
What Is a Free Customer Worth?
By: Sunil Gupta and Carl F. Mela
Keywords: Customers
Gupta, Sunil, and Carl F. Mela. "What Is a Free Customer Worth?" Harvard Business Review 86, no. 11 (November 2008).
- February 1990
- Teaching Note
General Electric: Customer Service, Teaching Note
- October 2006
- Article
Customer Lifetime Value and Firm Valuation
By: Sunil Gupta and Donald R. Lehmann
Gupta, Sunil, and Donald R. Lehmann. "Customer Lifetime Value and Firm Valuation." Journal of Relationship Marketing 5, nos. 2/3 (October 2006).
- 2015
- Working Paper
Customers and Investors: A Framework for Understanding Financial Institutions
By: Robert C. Merton and Robert T. Thakor
Financial institutions have both investors and customers. Investors, such as those who invest in stocks and bonds or private/public-sector guarantors of institutions, expect an appropriate risk-adjusted return in exchange for the financing and risk-bearing that they... View Details
Keywords: Financial Institutions
Merton, Robert C., and Robert T. Thakor. "Customers and Investors: A Framework for Understanding Financial Institutions." NBER Working Paper Series, No. 21258, June 2015.
- January 1990
- Article
An Integrated Approach to Customer Service
By: R. D. Shapiro and H. Mathe
Keywords: Customers
Shapiro, R. D., and H. Mathe. "An Integrated Approach to Customer Service." Special Issue on Mastering Information Management Series. International Journal of Physical Distribution (January 1990).
- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry
Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)