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  • All HBS Web  (2,039)
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  • All HBS Web  (2,039)
    • People  (2)
    • News  (321)
    • Research  (1,529)
    • Events  (2)
    • Multimedia  (4)
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← Page 19 of 2,039 Results →
  • 13 Nov 2013
  • Research & Ideas

Should Men’s Products Fear a Woman’s Touch?

cigarettes. “Even though there was a functional need for men to drink lower-calorie soda, men couldn't bridge the gender gap image-wise without a new brand and product just for them” Research shows that loyal customers often get upset... View Details
Keywords: by Carmen Nobel; Consumer Products; Food & Beverage; Auto
  • June 2016
  • Article

Understanding Online Hotel Reviews Through Automated Text Analysis

By: Shawn Mankad, Hyunjeong "Spring" Han, Joel Goh and Srinagesh Gavirneni
Customer reviews submitted at Internet travel portals are an important yet underexplored new resource in obtaining feedback on customer experience for the hospitality industry. These data are often voluminous and unstructured, presenting analytical challenges for... View Details
Keywords: Hotel Reviews; Natural Language Processing; Information Technology; Service Operations; Accommodations Industry; Moscow
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Mankad, Shawn, Hyunjeong "Spring" Han, Joel Goh, and Srinagesh Gavirneni. "Understanding Online Hotel Reviews Through Automated Text Analysis." Service Science 8, no. 2 (June 2016): 124–138.
  • March 2024
  • Supplement

Madrigal: Conducting a Customer-Base Audit

By: Eva Ascarza, Bruce Hardie, Peter S. Fader and Michael Ross
This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Retail Industry; United States
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Ascarza, Eva, Bruce Hardie, Peter S. Fader, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School Spreadsheet Supplement 524-706, March 2024.

    Das Narayandas

    Das Narayandas is the Edsel Bryant Ford Professor of Business Administration at the Harvard Business School. His academic credentials include a Bachelor of Technology degree in Engineering from the Indian Institute of Technology, Bombay (IITB), a Post-Graduate... View Details

    Keywords: advertising; beauty products; biotechnology; computer; electrical equipment; electronics; entertainment; federal government; high technology; industrial goods; information technology industry; internet; management consulting; manufacturing; marketing industry; professional services; retailing; telecommunications; transportation
    • 31 Mar 2008
    • HBS Case

    JetBlue’s Valentine’s Day Crisis

    and captured more of the market, with competitive fares, friendly service, and in the case of JetBlue, leather seats with television. Founded in 1999, JetBlue has seen rapid growth and frequently tops annual customer surveys of their... View Details
    Keywords: by Julia Hanna; Air Transportation
    • 28 Mar 2012
    • What Do You Think?

    Are Factory Jobs Important to the Economy?

    yesterday's—manufacturing. German producers have targeted those customers who require the most exacting, high-performance, costly products. As a result, they have created some of the least tradable manufacturing jobs. Several readers... View Details
    Keywords: by James Heskett; Manufacturing
    • September 2016 (Revised October 2016)
    • Technical Note

    Internet Data Capping Note

    By: Shane Greenstein, Lisa Cox and Christine Snively
    In April 2016, U.S. federal regulators approved Charter Communications’ acquisition of Time Warner Cable (TWC). The Department of Justice (DoJ) and Federal Communications Commission (FCC), however, stipulated that the new company could not apply data caps or introduce... View Details
    Keywords: Internet Service Provider; Data Caps; Compression; Information Technology; Internet and the Web; United States
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    Greenstein, Shane, Lisa Cox, and Christine Snively. "Internet Data Capping Note." Harvard Business School Technical Note 617-003, September 2016. (Revised October 2016.)
    • September 2010 (Revised January 2012)
    • Case

    Emergia: Driving Profitability on Help Desk Contracts

    Emergia wants to keep its customer happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship? View Details
    Keywords: Customer Relationship Management; Customer Satisfaction; Profit; Job Cuts and Outsourcing; Management Analysis, Tools, and Techniques; Service Operations; Performance Capacity; Performance Evaluation; Mathematical Methods; Service Industry
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    Martinez Jerez, F. Asis, and Lisa Brem. "Emergia: Driving Profitability on Help Desk Contracts." Harvard Business School Case 111-048, September 2010. (Revised January 2012.)
    • April 2025
    • Case

    Sharon Goldberg and BastionZero

    By: Jeffrey J. Bussgang, James Barnett and Maxim Pike Harrell
    In December 2023, BastionZero co-founder and CEO Sharon Goldberg considered her startup’s future. Established in 2017 as a blockchain company focused on improving the security of cryptocurrency trading, in March 2020 the VC-backed startup shifted focus to a new... View Details
    Keywords: Business Startups; Entrepreneurial Finance; Technological Innovation; Business Strategy; Business Exit or Shutdown
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    Bussgang, Jeffrey J., James Barnett, and Maxim Pike Harrell. "Sharon Goldberg and BastionZero." Harvard Business School Case 825-102, April 2025.
    • January 2001 (Revised January 2004)
    • Case

    Ninth House: e-Learning Software

    By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
    Jeff Snipes, CEO of the Ninth House Network, a San Francisco-based E-Learning company, considers a strategy shift to address a recent slump in sales and to attract more customers. The revised strategy would require creating shorter, more directed content that could be... View Details
    Keywords: Internet and the Web; Service Operations; Organizational Structure; Groups and Teams; Corporate Strategy; Organizational Culture; Learning; Sales; Service Delivery; Entrepreneurship; Information Technology Industry; Service Industry; Education Industry; San Francisco
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    Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Ninth House: e-Learning Software." Harvard Business School Case 601-047, January 2001. (Revised January 2004.)
    • August 2020 (Revised February 2021)
    • Case

    Luckin Coffee (A): Caffeine-fueled Growth?

    By: Ramon Casadesus-Masanell and Karen Elterman
    This case describes the founding of Chinese coffee chain Luckin Coffee in 2017 and its path to surpassing Starbucks as the largest coffee chain in China (by number of stores) in 2019. Unlike Starbucks stores, which were designed to be welcoming “third places” for... View Details
    Keywords: Business Model; Business Earnings; Cost; Cost Management; Financial Statements; Financial Condition; Financial Management; Stocks; Profit; Revenue; Price; Food; Business History; Employment; Brands and Branding; Product Positioning; Marketing Strategy; Business Strategy; Expansion; Competitive Strategy; Food and Beverage Industry; Technology Industry; Asia; China
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    Casadesus-Masanell, Ramon, and Karen Elterman. "Luckin Coffee (A): Caffeine-fueled Growth?" Harvard Business School Case 721-370, August 2020. (Revised February 2021.)
    • June 2012
    • Case

    Siemens AG: Key Account Management

    By: Thomas Steenburgh, Michael Ahearne and Elena Corsi
    The key account manager of an engineering company has to convince a department to give up important contracts. The German engineering company Siemens had set up a global key account management program since 2010. The key account manager of an emerging account had been... View Details
    Keywords: Key Account Management; Commercialization; Marketing; Marketing Management; Engineering; Marketing Strategy; Customer Relationship Management; Profit; Problems and Challenges; Electronics Industry; Consumer Products Industry; Europe
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    Steenburgh, Thomas, Michael Ahearne, and Elena Corsi. "Siemens AG: Key Account Management." Harvard Business School Case 512-110, June 2012.
    • Research Summary

    Product Policy and Pricing

    By: Robert J. Dolan
    Robert J. Dolan's continuing research on marketing issues focuses on pricing policy and new products. His research program encompasses the development of both cases and conceptual models. Dolan's focus is the proper utilization of customer input in the new-product... View Details
    • May 2025
    • Case

    Boutiqaat: Influencing Retail in MENA

    By: Juan Alcacer and Noor Al Qadhi
    Boutiqaat, a Kuwait-based e-commerce platform, scaled an influencer-driven beauty retail model across MENA and now faces critical strategic choices about offline expansion and globalization. Founded in 2015, Boutiqaat combined social commerce, localized logistics, and... View Details
    Keywords: Emerging Markets; Digital Strategy; Growth and Development; Expansion; Distribution Channels; Global Strategy; Business Model; Market Design; Beauty and Cosmetics Industry; Retail Industry; Kuwait; Saudi Arabia; Middle East; North Africa
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    Alcacer, Juan, and Noor Al Qadhi. "Boutiqaat: Influencing Retail in MENA." Harvard Business School Case 725-462, May 2025.
    • July 2007 (Revised February 2010)
    • Case

    Launching Telmore (A)

    By: Ramon Casadesus-Masanell, Celso Fernandez and Moritz Jobke
    When the Danish mobile phone service provider Telmore entered the market in October 2000, few people took notice. Its business model was not perceived as particularly aggressive or threatening to the industry. Less than three years later, Telmore's creative adaptation... View Details
    Keywords: Business Model; Disruptive Innovation; Market Entry and Exit; Creativity; Adaptation; Competitive Advantage; Telecommunications Industry; Denmark
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    Casadesus-Masanell, Ramon, Celso Fernandez, and Moritz Jobke. "Launching Telmore (A)." Harvard Business School Case 708-414, July 2007. (Revised February 2010.)
    • 2019
    • Working Paper

    Managing Churn to Maximize Profits

    By: Aurelie Lemmens and Sunil Gupta
    Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a... View Details
    Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit
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    Lemmens, Aurelie, and Sunil Gupta. "Managing Churn to Maximize Profits." Harvard Business School Working Paper, No. 14-020, September 2013. (Revised December 2019. Forthcoming at Marketing Science.)
    • October 2023 (Revised March 2024)
    • Case

    Fortinet: Cybersecurity Pioneer Ken Xie Considers the Long Game

    By: Tsedal Neeley, Jeff Huizinga and Emily Grandjean
    Ken Xie, cofounder of cybersecurity giant Fortinet, faced a critical decision that would validate his leadership. Fortinet became the industry’s second-largest pureplay cybersecurity firm by developing differentiated hardware and investing in R&D. However, after a... View Details
    Keywords: Leadership Development; Leadership Style; Marketing Strategy; Communication Strategy; Cybersecurity; Competitive Advantage; Information Technology Industry; United States; Sunnyvale
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    Neeley, Tsedal, Jeff Huizinga, and Emily Grandjean. "Fortinet: Cybersecurity Pioneer Ken Xie Considers the Long Game." Harvard Business School Case 424-016, October 2023. (Revised March 2024.)
    • March 2024
    • Supplement

    Madrigal: Conducting a Customer-Base Audit

    By: Eva Ascarza, Peter Fader, Bruce G.S. Hardie and Michael Ross
    This case presents a scenario where Madrigal, a U.S. retailer with a rich 20-year history and a solid loyalty program, faces a turning point with the arrival of a new CEO. This leadership change reveals a critical gap in understanding the customer base, prompting an... View Details
    Keywords: Customer Relationship Management; Analytics and Data Science; Growth and Development Strategy; Retail Industry; United States
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    Ascarza, Eva, Peter Fader, Bruce G.S. Hardie, and Michael Ross. "Madrigal: Conducting a Customer-Base Audit." Harvard Business School PowerPoint Supplement 524-068, March 2024.
    • September 1999 (Revised July 2006)
    • Case

    Juice Guys (A)

    By: Joseph B. Lassiter III, Sharon Lee Fox and Cynthia Rushmore Kuechle
    The case explores who the customers are for a new beverage product, their desires as customers for this product, and their desires when ordering this product from a local specialty store location. View Details
    Keywords: Entrepreneurship; Product Launch; Product Positioning; Customer Relationship Management; Consumer Behavior; Commercialization; Customer Satisfaction; Food and Beverage Industry
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    Lassiter, Joseph B., III, Sharon Lee Fox, and Cynthia Rushmore Kuechle. "Juice Guys (A)." Harvard Business School Case 800-122, September 1999. (Revised July 2006.)
    • February 2021
    • Background Note

    Jobs to Be Done: A Toolbox

    By: Derek C. M. van Bever, Bob Moesta, Iuliana Mogosanu, Shaye Roseman and Katie Zandbergen
    The Jobs to Be Done methodology is both a theory and a practical approach for understanding customer behavior and why people make the choices they make. Many practitioners, whether they work for startups or incumbent businesses, find Jobs to Be Done useful because it... View Details
    Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Knowledge Acquisition; Attitudes; Perception; Theory; Behavior; Customer Relationship Management
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    van Bever, Derek C. M., Bob Moesta, Iuliana Mogosanu, Shaye Roseman, and Katie Zandbergen. "Jobs to Be Done: A Toolbox." Harvard Business School Background Note 321-095, February 2021.
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