Publications

22 Jul 2014
News

Market Basket management paying for missteps in standoff

28 Apr 2022
News

Why Companies Should Pay More Attention to Customers Last in Line

April 2024
Case

Managing AI Risks in Consumer Banking

By: Suraj Srinivasan, Satish Tadikonda, Paul Dongha, Manoj Saxena and Radhika Kak

In early 2024, Ruth Jones, head of digital banking at Signa Bank, a (fictitious) European consumer bank, was thinking about how to best incorporate GenAI capabilities to improve efficiencies and create new ways to improve the customer experience. Where were the biggest... View Details

Keywords: Customer Relationship Management; AI and Machine Learning; Risk Management; Opportunities; Customization and Personalization; Banking Industry; Europe

10 Oct 2018
Research & Ideas

The Legacy of Boaty McBoatface: Beware of Customers Who Vote

public. Boaty blowback highlights the potential danger of giving consumers the power to vote, even though customer engagement is a primary goal of almost every social media strategy. The problem: Even though NERC never explicitly promised... View Details

Keywords: by Michael Blanding; Advertising

2004
Book

Collaborative Customer Relationship Management: Taking CRM to the Next Level

By: Alexander H. Kracklauer, Daniel Quinn Mills and Dirk Seifert

Keywords: Cooperation; Customer Relationship Management

Find at Harvard

14 Mar 2023
News

8 Best Practices for Creating a Compelling Customer Experience

2015
Chapter

Framing the Game: How Brands' Relationships with Their Competitors Affect Consumer Preference

By: Neeru Paharia, Jill Avery and Anat Keinan

In this chapter, we explore how brands' relationships with their competitors affect consumers' preferences. Through a series of experiments, we show that the competitive context in which a brand operates can affect consumers' purchase interest and purchase frequency.... View Details

Keywords: Brand Management; CRM; Customer Relationship Management; Marketing Strategy; Marketing; Brands and Branding; Customer Focus and Relationships; Competition; Consumer Products Industry

Find at Harvard

December 2018 (Revised June 2021)
Case

Bulb 2015: Foundation

By: John R. Wells and Benjamin Weinstock

In late August 2015, Amit Gudka and Hayden Wood, co-founders of Bulb, Ltd (Bulb), were ready to offer affordable renewable energy to the United Kingdom’s 27 million households. They hoped to capitalize on the hundreds of thousands of customers switching their energy... View Details

August 2017
Case

Data-driven Manufacturing: The Kutesmart System

By: Willy Shih and Nancy Hua Dai

The data-driven manufacturing system at this Chinese bespoke mens' suit manufacturer illustrates the use of information technology to support mass customization in a largely manual production environment. It contrasts sharply with some of the Industrie 4.0... View Details

Keywords: Manufacturing; Garment Manufacturing; Mass Customization; Data-driven Management; Data-driven Manufacturing; Operations; Production; Product; Customization and Personalization; Apparel and Accessories Industry; Manufacturing Industry; China

Research Summary

Managing the Manufacturer-Retailer Interface

By: Janice H. Hammond

Janice H. Hammond is studying the impact of coordination on the performance of manufacturing and retail channels. The focus of her research is on the supply "channel", the set of firms that undertakes the chain of activities that begins with acquisition of raw... View Details

02 Apr 2007
Lessons from the Classroom

Making the Move to General Manager

interconnections across the organization. The second is transitioning from the role of a doer to the role of managing through other people—and that's a big change. "As a new GM, you will be one step away from the View Details

Keywords: by Martha Lagace

February 2016 (Revised February 2020)
Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman

Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details

Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India

01 Apr 1997
News

Management Update Launched

customer retention, or strategies for growth," says Kiechel. Kiechel believes Management Update is the perfect filter for the overwhelming flood of information managers receive... View Details

Keywords: Judith A. Ross

10 Aug 2009
Research & Ideas

High Commitment, High Performance Management

high commitment, high performance company. Martha Lagace: What differentiates HCHP firms and their leaders? Michael Beer: The leaders manage with a multiple stakeholder perspective. Contrary to many CEOs, HCHP leaders—with support from... View Details

Keywords: by Martha Lagace

Research Summary

Overview

By: Eva Ascarza

Professor Ascarza’s research primarily focuses on providing researchers and marketers a better understanding of how to manage customer retention so as to reduce churn and increase firm’s profitability. She addresses these issues by building empirical models of customer... View Details

February 2017
Teaching Note

The Tate's Digital Transformation

By: Jill Avery

John Stack was the visionary Head of Digital Transformation at the Tate, a collection of four major art galleries in the UK, including Tate Modern, the most visited gallery devoted to modern and contemporary art in the world. Stack was the architect of the Tate’s... View Details

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