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Show Results For
- All HBS Web
(2,451)
- People (3)
- News (419)
- Research (1,698)
- Events (11)
- Multimedia (6)
- Faculty Publications (679)
- May 2007 (Revised March 2008)
- Background Note
Basic Techniques for the Analysis of Customer Information Using Excel 2003: A Step-by-Step Approach
By: Francisco de Asis Martinez-Jerez
Provides a set of easy, step-by-step guides for some 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... View Details
Martinez-Jerez, Francisco de Asis. "Basic Techniques for the Analysis of Customer Information Using Excel 2003: A Step-by-Step Approach." Harvard Business School Background Note 107-073, May 2007. (Revised March 2008.)
- June 1996
- Article
Prices, Output and Hours: An Empirical Analysis Based on a Sticky Price Model
By: J. J. Rotemberg
Rotemberg, J. J. "Prices, Output and Hours: An Empirical Analysis Based on a Sticky Price Model." Journal of Monetary Economics 37 (June 1996): 505–534.
- Article
A Resource Based Analysis of Global Competition: The Case of the Bearings Industry
By: David J. Collis
Collis, David J. "A Resource Based Analysis of Global Competition: The Case of the Bearings Industry." Strategic Management Journal 12 (Summer 1991): 49–68.
- 2002
- Article
Personalization and Personality: Some Effects of Customizing Message Style Based on Consumer Personality
By: Youngme Moon
Moon, Youngme. "Personalization and Personality: Some Effects of Customizing Message Style Based on Consumer Personality." Journal of Consumer Psychology 12, no. 4 (2002): 313–326.
- Article
Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis
By: Rohit Deshpandé, J. U. Farley and F E Webster Jr
Deshpandé, Rohit, J. U. Farley, and F E Webster Jr. "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis." Journal of Marketing 57, no. 1 (January 1993): 23–37.
- January 2024 (Revised February 2024)
- Exercise
Travelogo: Understanding Customer Journeys
By: Eva Ascarza, Nicolas Padilla and Oded Netzer
In late May 2023, Sarah Merino, the newly appointed manager of the Customer Insights group at Travelogo—an online travel booking platform—initiates a comprehensive analysis of clickstream data to understand the varied behaviors and needs of their users. In preparation... View Details
Keywords: Customer Relationship Management; Analysis; Analytics and Data Science; Marketing Strategy; Segmentation; Consumer Behavior; Travel Industry; United States
Ascarza, Eva, Nicolas Padilla, and Oded Netzer. "Travelogo: Understanding Customer Journeys." Harvard Business School Exercise 524-044, January 2024. (Revised February 2024.)
- 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
Keywords: Customer Value and Value Chain; Customer Relationship Management; Customization and Personalization; Product Marketing; Sales; Marketing Strategy; Management Analysis, Tools, and Techniques; Consumer Products Industry
Ofek, Elie. "Customer Profitability and Lifetime Value." Harvard Business School Background Note 503-019, August 2002. (Revised November 2016.)
- Research Summary
Overview
By: Rob Markey
Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details
- May 2008
- Exercise
Stakeholder Analysis Tool
This exercise enables users to: identify stakeholders and analyze their interests and expectations; categorize interests and expectations based on importance; and develop an action plan. View Details
Applegate, Lynda M. "Stakeholder Analysis Tool." Harvard Business School Exercise 808-161, May 2008.
- February 2007 (Revised May 2008)
- Supplement
Bancaja: Developing Customer Intelligence (B)
In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it... View Details
Keywords: Customer Relationship Management; Credit Cards; Analytics and Data Science; Knowledge Use and Leverage; Marketing Strategy; Banking Industry; Spain
Martinez-Jerez, Francisco de Asis, and Katherine Miller. "Bancaja: Developing Customer Intelligence (B)." Harvard Business School Supplement 107-066, February 2007. (Revised May 2008.)
- August 2016 (Revised November 2019)
- Supplement
eSig: Growth Analysis
By: Mark N. Roberge and Thomas R. Eisenmann
eSig, an early-stage startup, offers an electronic signature application as a "freemium" product, i.e., users can upgrade from a free basic version to a premium version by paying a subscription fee. Using 9 months of data from 50,000 user activations, available as a... View Details
- September 2009
- Article
Finance and Politics: A Review Essay Based on Kenneth Dam's Analysis of Legal Traditions in The Law-Growth Nexus
By: Mark J. Roe and Jordan I. Siegel
Strong financial markets are widely thought to propel economic development, with many in finance seeing legal tradition as fundamental to protecting investors sufficiently for finance to flourish. Kenneth Dam finds that the legal tradition view inaccurately portrays... View Details
Keywords: Financial Development; Economic Development; Kenneth Dam; Finance; Government and Politics; Information; Law
Roe, Mark J., and Jordan I. Siegel. "Finance and Politics: A Review Essay Based on Kenneth Dam's Analysis of Legal Traditions in The Law-Growth Nexus." Journal of Economic Literature 47, no. 3 (September 2009): 781–800. (Strong financial markets are widely thought to propel economic development, with many in finance seeing legal tradition as fundamental to protecting investors sufficiently for finance to flourish. Kenneth Dam finds that the legal tradition view inaccurately portrays how legal systems work, how laws developed historically, and how government power is allocated in the various legal traditions. Yet, after probing the legal origins' literature for inaccuracies, Dam does not deeply develop an alternative hypothesis to explain the world's differences in financial development. Nor does he challenge the origins core data, which could be origins' trump card. Hence, his analysis will not convince many economists, despite that his legal learning suggests conceptual and factual difficulties for the legal origins explanations. Yet, a dense political economy explanation is already out there and the origins-based data has unexplored weaknesses consistent with Dam's contentions. Knowing if the origins view is truly fundamental, flawed, or secondary is vital for financial development policy making because policymakers who believe it will pick policies that imitate what they think to be the core institutions of the preferred legal tradition. But if they have mistaken views, as Dam indicates they might, as to what the legal traditions' institutions really are and which types of laws are effective, or what is really most important to financial development, they will make policy mistakes—potentially serious ones.)
- December 1992 (Revised June 1993)
- Case
ACTC Customer Service Department
Focuses on the young general manager of a new cable TV system and on its customer service department. Jeanne LaFrance, the general manager, has an uneasy feeling about the way in which the department is being managed. She sees symptoms of what she suspects are serious... View Details
Keywords: Management; Problems and Challenges; Planning; Customer Focus and Relationships; Performance Evaluation; Telecommunications Industry
Roberts, Michael J. "ACTC Customer Service Department." Harvard Business School Case 393-056, December 1992. (Revised June 1993.)
- February 2007 (Revised May 2007)
- Case
Bancaja: Developing Customer Intelligence (A)
In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it... View Details
Martinez-Jerez, Francisco de Asis, and Katherine Miller. "Bancaja: Developing Customer Intelligence (A)." Harvard Business School Case 107-055, February 2007. (Revised May 2007.)
- March 2020 (Revised April 2020)
- Case
CarTrade
By: Rajiv Lal and Shreya Ramachandran
Vinay Sanghi, the founder and CEO of CarTrade, had been trying different business strategies to keep the company, which he founded in 2010 as an online marketplace for used and new cars, profitable and on track for growth. In a crowded and disorganized dealer... View Details
Keywords: Online Marketplace; Automobiles; Customer Base; Internet and the Web; Growth and Development Strategy; Business Model; Financing and Loans; E-commerce; Digital Platforms; Digital Marketing; Auto Industry; Retail Industry; India; Mumbai
Lal, Rajiv, and Shreya Ramachandran. "CarTrade." Harvard Business School Case 520-088, March 2020. (Revised April 2020.)
- September 2015
- Technical Note
FIELD 2: Situation Analysis
By: Jill Avery
In this note, we present a method, the 5 C's Analysis, for collecting and analyzing information about the internal and external environments that firms face. This analysis will enable you to develop design ideas for a new product or service for your Global Partner that... View Details
- 2013
- Working Paper
Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?
By: Clarence Lee, E. Ofek and Thomas Steenburgh
In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact... View Details
- August 2016 (Revised November 2019)
- Case
eSig: Growth Analysis
By: Mark Roberge and Tom Eisenmann
eSig, an early-stage startup, offers an electronic signature application as a "freemium" product, i.e., users can upgrade from a free basic version to a premium version by paying a subscription fee. Using 9 months of data from 50,000 user activations (available as a... View Details
Keywords: Esignature; Computer Software; Business or Company Management; Marketing Channels; Applications and Software; Business Startups; Computer Industry
Roberge, Mark, and Tom Eisenmann. "eSig: Growth Analysis." Harvard Business School Case 817-009, August 2016. (Revised November 2019.)
- Program
Transforming Customer Experiences
understanding of how to serve your customer base Develop a customer experience strategy Respond nimbly to market shifts and emerging competition Ensure consistent, high-quality... View Details