Publications
Publications
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- All HBS Web
(1,857)
- Faculty Publications (402)
- August 2002 (Revised September 2002)
- Background Note
Financial Analysis of Microsoft
Contains a detailed analysis of Microsoft's financial performance from 1985 to 2001. During this time, Microsoft improved its profitability and cash flow generation--changes that led to a dramatic rise in valuation. Also addresses the issue of determining how much... View Details
- August 2002 (Revised February 2018)
- Teaching Note
Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan
Teaching Note for 102-043 and 102-072. View Details
- August 2002 (Revised November 2016)
- Background Note
Customer Profitability and Lifetime Value
By: Elie Ofek
Introduces the central concepts involved in determining customer lifetime value, with detailed analysis and examples from the realm of direct marketing. Implications for marketing strategy and customer relationship management are briefly discussed. View Details
- August 2002 (Revised June 2006)
- Case
Great Dakota Bank: Online Banking
By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details
- August 2002
- Article
Toward an Individual Customer Profitability Model: A Segment-Based Approach
By: B. Libai, D. Narayandas and C. Humby
- summer 2002
- Article
Case Study: Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
- Other Article
What Do We Know About Variance in Accounting Profitability?
By: Anita M. McGahan and Michael E. Porter
In this paper, we analyze the variance of accounting profitability among a broad cross-section of firms in the American economy from 1981 to 1994. The purpose of the analysis is to identify the importance of year, industry, corporate-parent, and business-specific... View Details
- May 2002 (Revised October 2002)
- Case
Dell--New Horizons
By: V. Kasturi Rangan and Marie Bell
Founded in 1984, Dell Corp. has achieved phenomenal growth, and by 2000 had topped $25 billion in sales and over $2 billion in net income. In the 4th quarter of 2000, however, the PC industry's average 30-year growth rate crashed to a negative 10%. Dell must make... View Details
- April 2002 (Revised March 2006)
- Background Note
Economics of Retail Banking Note
By: Frances X. Frei and Dennis Campbell
Explains the financial operations of retail banking, highlighting profitability challenges facing the industry. For U.S. banks, it is quite common for more than half of the customer base to be unprofitable and to have relatively few customers make up the vast majority... View Details
Keywords: Customers; Economics; Cost; Banks and Banking; Profit; Revenue; Service Operations; Banking Industry; United States
- March 2002 (Revised May 2007)
- Case
Customer Profitability and Customer Relationship Management at RBC Financial Group (Abridged)
By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
- March 2002 (Revised May 2003)
- Case
NeoPets, Inc.
By: Thomas R. Eisenmann and Elizabeth Kind
NeoPets, a rapidly growing Internet start-up, faces decisions about its international expansion strategy--whether to enter a joint venture with a conglomerate in Singapore to exploit Asian markets as well as which other regions to target. NeoPets allows its... View Details
- March 2002 (Revised November 2003)
- Case
Satellite Radio
By: Thomas R. Eisenmann and Alastair Brown
In early 2002, XM and Sirius were fighting for control of the emerging U.S. market for satellite radio. Each company targeted consumers in automobiles, providing 100 channels of CD-quality audio for a monthly subscription fee of $10-$13. Wall Street analysts predicted... View Details
- February 2002 (Revised March 2002)
- Case
Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
- October 2001 (Revised October 2017)
- Case
Pilgrim Bank (A): Customer Profitability
By: Frances X. Frei and Dennis Campbell
Provides a context in which students can explore managerial decision making that is critically informed by data analysis. The setting is a retail bank and the decision making relates to the bank's policy toward online banking. The management team is evaluating whether... View Details
- August 2001 (Revised February 2005)
- Case
Dakota Office Products
By: Robert S. Kaplan
The senior management team of Dakota, an office products distributor, is concerned about the company's first loss in history. Explores the role for activity based costing and customer profitability measurement in a distribution company. Dakota's customers are... View Details
- March 2001 (Revised May 2001)
- Case
&Samhoud Service Management
By: Thomas J. DeLong, Ashish Nanda and Monica Mullick
&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain. View Details
- February 2001
- Case
PlanetFeedback: The Voice of One ... The Power of Many (A)
By: James L. Heskett
The management of PlanetFeedback in proposes a merger with Intelliseek. Their goal is to create a comprehensive C2B and B2B business focused on the generation and analysis for business clients of consumer feedback data via the Internet, Planet Feedback's board of... View Details
- February 2001 (Revised October 2002)
- Background Note
Entrepreneurial History: A Conceptual Overview
By: Nancy F. Koehn
Analyzes HBS cases on five entrepreneurs and the companies they built: Josiah Wedgwood, Henry Heinz, Marshall Field, Howard Schultz of Starbucks, and Michael Dell. These five cases and their accompanying teaching notes comprise a course module on entrepreneurial... View Details
- November 2000 (Revised December 2000)
- Background Note
Online Content Providers
By: Thomas R. Eisenmann and Alastair Brown
Describes the business model for online content providers, companies that distribute copyright content via the Internet. Focuses on their revenue and cost drivers and on the ways that online content providers create value for consumers. Also investigates the benefits... View Details