Customer Management - Publications - Faculty & Research

November 2001 (Revised August 2005)
Case

BigEast Bank (A): Credit Card Approval

BigEast is considering adopting a relationship-centric view in its credit card approval process. This would shift the bank's current practice of analyzing applications based on the merits of a single product to one where the customer's existing relationship is... View Details

Keywords: Customers; Forecasting and Prediction; Banks and Banking; Analytics and Data Science; Managerial Roles; Relationships; Adoption; Banking Industry

Citation

Educators

Purchase

12 Oct 1999
Research & Ideas

What It Takes: Minorities in the Executive Suite

Express; Solomon Trujillo, president and CEO of U S West Communications; and Ann Fudge, president of Maxwell House Coffee Company and Post Cereals? How did these people of color overcome the odds and break through the glass ceiling that hangs over the heads of most... View Details

Keywords: by Judith A. Ross

01 Jun 2016
News

Feedback

focusing on this issue, as it is the key question any manager needs to ask in all their relationships. I appreciate [Meyer] giving us this food for thought. —Albert Baker (MBA 1984) via alumni.hbs.edu Photo courtesy of Lovepop Photo... View Details

September 2023 (Revised August 2025)
Supplement

On

By: Ramon Casadesus-Masanell, Karolin Frankenberger, Sascha Mader, Jordan Mitchell and Karen Elterman

Slides to support the teaching of the On case, 723-430. On is a premium performance running shoe company founded in Switzerland in 2010. The company rapidly gained traction through its unique CloudTec cushioning technology, its innovative midsole plate called the... View Details

Citation

Purchase

27 Nov 2013
News

No Bologna, Please

cheese made with Vermont cheddar, Gruyère, and bacon. Specialty pastas, soups, and baked goods—including bread, of course—round out the offerings, all served in an atmosphere that encourages customers to linger rather than dine and dash.... View Details

Keywords: Hanna, Julia; Food Services and Drinking Places; Hospitality

01 Feb 1997
News

Doing It Your Way

management for individuals. Startups that reward the entrepreneur's ability to "hustle," such as those involving business-to-business selling, are also better bets. "If you want to sell a mass-market product, you won't be able to... View Details

Keywords: Marguerite Rigoglioso (profiles by Linda Goodspeed, Elaine Gottlieb, Nancy O. Perry, and Judith A. Ross)

19 Jun 2007
First Look

First Look: June 19, 2007

analytical techniques that are useful in the analysis of cases discussed in the course "Competing and Winning Through Customer Information (CWCI)". The instructions that follow use datasets from three of the cases in this... View Details

Keywords: Martha Lagace

25 Aug 2016
News

Announcing the Bloomberg Harvard City Leadership Initiative

and administered through Harvard, the initiative will equip city leaders with the tools, skills, and support increasingly required to tackle the complex leadership and management challenges faced in governing cities around the globe. The... View Details

Keywords: Government

01 Oct 1999
News

Q & A: Jeanne P. Jackson: A New Regime at Banana Republic

President and CEO of Banana Republic since 1995, Jeanne Jackson (MBA '78) has been credited with transforming the faltering safari clothing brand into one of the nation's leaders in - and definers of - casual attire. In 1998, Business Week named Jackson one of the top... View Details

10 Mar 2015
Research & Ideas

The Surprising Winners and Losers in the Retail Revolution

brick and clicks are Home Depot and Pet Smart. What did Home Depot do right? Rajiv Lal: Home Depot thought about the challenges facing their business very strategically. They've gone category by category and asked: What is the best way to service the View Details

Keywords: by Sean Silverthorne; Retail

02 Aug 2016
First Look

August 2, 2016

families and in the asset management industry in general, as well as decline in capital of issuers borrowing from money funds. Incentives for Prosocial Behavior: The Role of Reputations By: Exley, Christine L. Abstract—Do monetary... View Details

Keywords: Sean Silverthorne

01 Mar 2008
News

Negotiating with Wal-Mart

managing inventory levels and sales and ultimately save customers money while improving their own margins. “Two sides in this sort of negotiation will always differ on price,” Sebenius observes. “However, if... View Details

Keywords: Julia Hanna; General Merchandise Stores; Retail Trade

16 Apr 2001
Research & Ideas

Brand Power from Wedgwood to Dell: Part One

when he began his own pottery workshop in 1759. Nevertheless, each of the three, she writes, instinctively grasped the fundamentals of earning long-term customer trust and loyalty. Effective brand creation and View Details

Keywords: by Martha Lagace

24 Mar 2002
Research & Ideas

Are Assets Only for America’s Wealthy?

enough money to prosper, low-income families' access to health benefits, their civic participation, family stability, and mental wellbeing are all diminished by their low success rate in building assets. Peter Tufano, Sylvan C. Coleman Professor of Financial View Details

Keywords: by Carla Tishler

16 Nov 2011
News

Are Humans Cost-Effective?

course there is the obvious upside. As IBM says, such business analytics systems “help cut costs, boost profits, manage risk, and make better predictions about your customers and your market.” One area in... View Details

Keywords: Garry Emmons

Web

Print View - Course Catalog

Operations Management, Strategy Amy Edmondson , Tiona Zuzul Spring 2026 Q3Q4 3.0 Managing Customers for Growth Marketing Eva Ascarza Fall 2025 Q2 1.5 Managing International... View Details

08 Jul 2013
Research & Ideas

Everything Must Go: A Strategy for Store Liquidation

innovation simply by ensuring that new firms have room to enter the market. Second, efficient liquidation also reduces a retailer's cost of capital by increasing the bank's confidence that a retailer's inventory can be used as collateral. "To date, much of the... View Details

Keywords: by Julia Hanna; Retail

03 Jan 2017
Research & Ideas

5 New Year's Resolutions You Can Keep (With the Help of Behavioral Science Research)

order and devour a pepperoni pizza at midnight, try tackling next week’s grocery list instead. Researchers from Harvard Business School and the Analyst Institute evaluated a year's worth of customer orders from an online grocer. Their... View Details

Keywords: by Carmen Nobel

02 Jan 2007
Research & Ideas

Most Popular Articles of 2006

In the six-year history of Harvard Business School's Working Knowledge, some types of articles have always been popular with our readers. Want to generate a lot of reader buzz? Then write about negotiation strategy, managing IT,... View Details

Keywords: by Sean Silverthorne

Profile

Jeremy Sasson

would take the advice. Meanwhile, he applied his computer-science education to a number of technology roles. At Appconomy, Jeremy tackled mobile applications. The experience introduced him to the challenges of “understanding requirements, distilling View Details

Keywords: Tech

Publications