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Show Results For
- All HBS Web
(7,766)
- People (9)
- News (1,398)
- Research (5,596)
- Events (17)
- Multimedia (8)
- Faculty Publications (3,968)
- January 2008 (Revised April 2008)
- Teaching Note
Pilgrim Bank (B): Customer Retention (TN)
By: Frances X. Frei and Dennis Campbell
Teaching Note for [602095]. View Details
- 24 Sep 2021
- News
How to Build a Transparent Relationship with Your Suppliers
- Winter 2013
- Article
How to Identify the Best Customers for Your Business
By: Frank V. Cespedes, James P. Dougherty and Ben S. Skinner III
How can businesses achieve profitable growth so that their costs don’t grow faster than sales? This article focuses on scaling a venture’s sales process and provides a methodology for identifying core customers and some implications for governance criteria and... View Details
Cespedes, Frank V., James P. Dougherty, and Ben S. Skinner III. "How to Identify the Best Customers for Your Business ." MIT Sloan Management Review 54, no. 2 (Winter 2013): 53–59.
- May 1998 (Revised September 1999)
- Background Note
Note on Managed Care
By: Richard M.J. Bohmer
Presents an overview of managed care. Describes the relationship between provider and insurance companies, examines the implications for consumers, and discusses financial arrangements and operational characteristics commonly observed in the industry. Also provides a... View Details
Keywords: Customers; Insurance; Health Care and Treatment; Service Operations; Relationships; Insurance Industry
Bohmer, Richard M.J. "Note on Managed Care." Harvard Business School Background Note 698-060, May 1998. (Revised September 1999.)
- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
Management That Works: How to Sell in a World That Never Stops Changing, Cespedes, a senior lecturer at Harvard Business School, offers research-based insight and context, and presents sales productivity not only as a core way to increase... View Details
Keywords: by Kristen Senz
- May 2012
- Course Overview Note
Managing Stakeholders with Corporate Social Responsibility
By: Christopher Marquis and Laura Velez Villa
This note articulates the ways in which strong stakeholder-company relationships developed through corporate social responsibility initiatives and other types of social strategies deliver bottom line benefits. The analysis follows stakeholder logic models connecting... View Details
Keywords: Business And Society; Social Responsibility; Stakeholder Management; Government And Business; Philanthropy; Business and Stakeholder Relations; Corporate Social Responsibility and Impact; Philanthropy and Charitable Giving; Revenue
Marquis, Christopher, and Laura Velez Villa. "Managing Stakeholders with Corporate Social Responsibility." Harvard Business School Course Overview Note 412-121, May 2012.
- 12 Jan 2023
- News
10 Ways to Boost Customer Satisfaction
- June 2016
- Teaching Note
HubSpot: Lower Churn through Greater CHI
By: Jill Avery, Asis Martinez Jerez and Thomas Steenburgh
HubSpot, a web marketing startup selling inbound marketing software to small- and medium-sized businesses, is under pressure from its venture capital partners to rapidly acquire new customers and to maintain a low level of customer churn. The B2B SaaS company is in the... View Details
- December 2010
- Article
Altruistic Dynamic Pricing with Customer Regret
By: Julio J. Rotemberg
A model is considered where firms internalize the regret costs that consumers experience when they see an unexpected price change. Regret costs are assumed to be increasing in the size of price changes and this can explain why the size of price increases is less... View Details
Keywords: Cost; Price; Change; Inflation and Deflation; Cost Management; Customers; Practice; Announcements; Forecasting and Prediction
Rotemberg, Julio J. "Altruistic Dynamic Pricing with Customer Regret." Scandinavian Journal of Economics 112, no. 4 (December 2010).
- February 2020
- Technical Note
Talent Management and the Future of Work
By: William R. Kerr and Gorick Ng
The nature of work is changing—and it is changing rapidly. Few days go by without industry giants such as Amazon and AT&T announcing plans to invest billions of dollars towards retraining nearly half of their respective workforces for jobs of the future. What changes... View Details
Keywords: Human Resource Management; Human Capital Development; Human Resource Practices; Talent; Talent Acquisition; Talent Development; Talent Development And Retention; Talent Management; Talent Retention; Labor Flows; Labor Management; Labor Market; Strategy Development; Strategy Management; Strategy Execution; Strategy And Execution; Strategic Change; Transformations; Organization; Organization Alignment; Organization Design; Organizational Adaptation; Organizational Effectiveness; Management Challenges; Management Of Business And Political Risk; Change Leadership; Future Of Work; Future; Skills Gap; Skills Development; Skills; Offshoring And Outsourcing; Investment; Capital Allocation; Work; Work Culture; Work Force Management; Work/life Balance; Work/family Balance; Work-family Boundary Management; Workers; Worker Productivity; Worker Performance; Work Engagement; Work Environment; Work Environments; Productivity; Organization Culture; Soft Skills; Technology Management; Technological Change; Technological Change: Choices And Consequences; Technology Diffusion; Disruptive Technology; Global Business; Global; Workplace; Workplace Context; Workplace Culture; Workplace Wellness; Collaboration; Competencies; Productivity Gains; Digital; Digital Transition; Competitive Dynamics; Competitiveness; Competitive Strategy; Data Analytics; Data; Data Management; Data Strategy; Data Protection; Aging Society; Diversity; Diversity Management; Millennials; Communication Complexity; Communication Technologies; International Business; Work Sharing; Global Competitiveness; Global Corporate Cultures; Intellectual Property; Intellectual Property Management; Intellectual Property Protection; Intellectual Capital And Property Issues; Globalization Of Supply Chain; Inequality; Recruiting; Hiring; Hiring Of Employees; Training; Job Cuts And Outsourcing; Job Performance; Job Search; Job Design; Job Satisfaction; Jobs; Employee Engagement; Employee Attitude; Employee Benefits; Employee Compensation; Employee Fairness; Employee Relationship Management; Employee Retention; Employee Selection; Employee Motivation; Employee Feedback; Employee Coordination; Employee Performance Management; Employee Socialization; Process Improvement; Application Performance Management; Stigma; Institutional Change; Candidates; Digital Enterprise; Cultural Adaptation; Cultural Change; Cultural Diversity; Cultural Context; Cultural Strategies; Cultural Psychology; Cultural Reform; Performance; Performance Effectiveness; Performance Management; Performance Evaluation; Performance Appraisal; Performance Feedback; Performance Measurement; Performance Metrics; Performance Measures; Performance Efficiency; Efficiency; Performance Analysis; Performance Appraisals; Performance Improvement; Automation; Artificial Intelligence; Technology Companies; Managerial Processes; Skilled Migration; Assessment; Human Resources; Management; Human Capital; Talent and Talent Management; Retention; Demographics; Labor; Strategy; Change; Change Management; Transformation; Organizational Change and Adaptation; Organizational Culture; Working Conditions; Information Technology; Technology Adoption; Disruption; Economy; Competition; Globalization; AI and Machine Learning; Digital Transformation
Kerr, William R., and Gorick Ng. "Talent Management and the Future of Work." Harvard Business School Technical Note 820-084, February 2020.
- February 2018 (Revised October 2019)
- Case
HubSpot and Motion AI: Chatbot-Enabled CRM
By: Jill Avery and Thomas Steenburgh
HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software platform that enabled companies to easily build and deploy chatbots, fueled by artificial intelligence, to interact... View Details
Keywords: CRM; Sales Management; Customer Service; Artificial Intelligence; B2B Vs. B2C; Business Marketing; SaaS; Marketing; Marketing Strategy; Brands and Branding; Customer Focus and Relationships; Sales; Salesforce Management; Technological Innovation; Applications and Software; Customer Relationship Management; AI and Machine Learning; Technology Industry; Service Industry; United States; North America
Avery, Jill, and Thomas Steenburgh. "HubSpot and Motion AI: Chatbot-Enabled CRM." Harvard Business School Case 518-067, February 2018. (Revised October 2019.)
- Program
Managing Turbulence
all-out war for scarce talent. How do the best business leaders manage through these disruptions? What strategies have proven successful in unstable environments with few certainties? How do leaders continue to grow when faced with... View Details
- 2016
- Working Paper
More Effective Sports Sponsorship—Combining and Integrating Key Resources and Capabilities of International Sports Events and Their Major Sponsors
By: Ragnar Lund and Stephen A. Greyser
Organizations in the field of sports are becoming increasingly dependent on sponsors for their value creation and growth. Studies suggest that sports organizations (rights-holders) often fail to exploit the full potential of such sponsorship partnerships. The aim of... View Details
Keywords: Sponsorship; ＂Sports Organizations,; Case Study; Europe; Business Relationships; Collaborative Marketing; Value Co-creation; Relationship Portfolio Management; Value Creation; Cases; Marketing; Sports; Sports Industry; Europe
Lund, Ragnar, and Stephen A. Greyser. "More Effective Sports Sponsorship—Combining and Integrating Key Resources and Capabilities of International Sports Events and Their Major Sponsors." Harvard Business School Working Paper, No. 16-139, June 2016.
- 07 Apr 2020
- Research & Ideas
What Customers Need to Hear from You During the COVID Crisis
empathy, to act based on facts, and to be part of the global solution. About the Authors Dr. Jill Avery is an authority on brand management and customer relationship View Details
Keywords: by Jill Avery and Richard Edelman
- 10 Jul 2017
- Op-Ed
Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos
much better relationships with their customers than do airlines, they still can learn from United’s experience. The smart move is to avoid the problems—bad service, snarly employees, dangerous... View Details