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(6,237)
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Show Results For
- All HBS Web
(6,237)
- People (3)
- News (1,344)
- Research (4,139)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,870)
- Article
Lessons from the GoDaddy Customer Revolt
By: Scott Duke Kominers and Paul Myer Kominers
Kominers, Scott Duke, and Paul Myer Kominers. "Lessons from the GoDaddy Customer Revolt." Harvard Business Review (website) (December 29, 2011).
- February 1996
- Supplement
Wainwright Industries (B): The Customer Challenge
By: Rosabeth M. Kanter and Norman Klein
Supplements the (A) case. View Details
Kanter, Rosabeth M., and Norman Klein. "Wainwright Industries (B): The Customer Challenge." Harvard Business School Supplement 396-220, February 1996.
- August 2002
- Article
Seven Barriers to Customer Equity Management
By: D. Bell, J. Deighton, W. J. Reinartz, R. T. Rust and G. Swartz
Bell, D., J. Deighton, W. J. Reinartz, R. T. Rust, and G. Swartz. "Seven Barriers to Customer Equity Management." Journal of Service Research 5, no. 1 (August 2002): 77–85.
- February 2008
- Case
Campbell Soup Company: Selling Channel Innovation to Customers
Campbell Soup, like most food manufacturers, faced grocery chain and wholesale demand for its goods driven by Campbell's own promotional pricing structure rather than retail consumer demand. Former policies to encourage overstock created huge swings in production and... View Details
Keywords: Information Technology; Distribution Channels; Order Taking and Fulfillment; Manufacturing Industry; Food and Beverage Industry
Ton, Zeynep. "Campbell Soup Company: Selling Channel Innovation to Customers." Harvard Business School Case 608-141, February 2008.
- May 16, 2016
- Article
Food Safety Economics: The Cost of a Sick Customer
By: Dina Gerdeman and John A. Quelch
Chipotle Mexican Grill’s ongoing struggle to win customers back months after a contaminated food crisis highlights the challenges companies face with keeping food safe.
Chipotle has seen its shares tumble and recently reported its first-ever quarterly loss... View Details
Chipotle has seen its shares tumble and recently reported its first-ever quarterly loss... View Details
Keywords: Food Safety; Organic Food; Supply Chain Management; Globalization Of Food Business; Mérieux NutriSciences: Marketing Food Safety Testing; Food Safety Modernization Act 2011; Plant-Based Agribusiness; Transition; Economic Systems; Food; Health; Supply and Industry; Logistics; Practice; Problems and Challenges; Quality; Safety; Business Strategy; Corporate Strategy; Customization and Personalization; Agriculture and Agribusiness Industry; Consumer Products Industry; Food and Beverage Industry; Insurance Industry; Public Administration Industry; Public Relations Industry; Retail Industry; Service Industry; Mexico; North America; United States; Canada
Gerdeman, Dina, and John A. Quelch. "Food Safety Economics: The Cost of a Sick Customer." Harvard Business School Working Knowledge (May 16, 2016).
- 26 Jul 2022
- Cold Call Podcast
Can Bombas Reach New Customers while Maintaining Its Social Mission?
- 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.)
- January 2024
- Supplement
Treasure Hunt: Identifying Valuable Churned Customers
- February 2018 (Revised March 2020)
- Teaching Note
Signet Jewelers: Assessing Customer Financing Risk
By: Gerardo Pérez Cavazos, Suraj Srinivasan and Quinn Pitcher
Teaching Note for HBS No. 117-038. View Details
- July 2013
- Supplement
Bancaja: Developing Customer Intelligence. Spreadsheet Supplement
By: Francisco de Asis Martinez-Jerez
- October 1985 (Revised March 1987)
- Case
AT&T Communications: Connecticut Custom Services District
Klein, Janice A. "AT&T Communications: Connecticut Custom Services District." Harvard Business School Case 686-056, October 1985. (Revised March 1987.)
- September 1980 (Revised January 1983)
- Case
Federal Express: Customer Service Department (A)
Lovelock, Christopher H. "Federal Express: Customer Service Department (A)." Harvard Business School Case 581-017, September 1980. (Revised January 1983.)
- 11 Aug 2020
- News
Your Customers Have Changed. Here's How To Engage Them Again.
- 21 Oct 2002
- Research & Ideas
The Parable of the Bungled Baggage And the Unhappy Customer
Late-arriving luggage proved to be a parable about customer service for Harvard Business School professor W. Earl Sasser. In this excerpted transcript from a new video CD presentation, Sasser discusses how a seemingly harmless budget trim... View Details
Keywords: by W. Earl Sasser