Total Customer Value - Publications - Faculty & Research

01 Jun 1998
News

Long-Term Interest: Bill Crozier, a Banker Pegged to the Customer

about how the current business scene is heavily skewed toward the shareholder. "Certainly the shareholder is important," he notes. "However, the shareholder role has gotten out of balance with the other important players - customers and... View Details

Keywords: Eileen K. McCluskey

08 May 2015
News

Prestige brands can expand their reach—and make their core customers proud

types of new customers: brand immigrants and brand tourists. Her findings show that while brand immigrants can dilute a brand’s image, brand tourists increase the pride of established customers by demonstrating admiration and proof of... View Details

01 Dec 2003
News

Alumni Luminaries Discuss Careers, Values with HBS Students

Internal Revenue Service. Senior advisor, The Carlyle Group. He upgraded technology and information systems and stressed customer service in a dramatic turnaround of the IRS. Daniel L. Vasella, M.D. (PMD 57, 1989), chairman and CEO of... View Details

01 Oct 1999
News

The Same the World Over: Focusing on Customers and Innovation Brings Success

climate, customer orientation, and innovation. "Corporate culture was perceived as the prevailing set of shared values held by a firm's managers," Deshpandé explains, "qualities such as loyalty and... View Details

Keywords: Peter K. Jacobs

01 Dec 2011
News

At Your Service

Frei and Morriss: No heroics, please—partner with customers to make strategic service choices instead of trying to be the best at everything. In their new book, Uncommon Service: How to Win by Putting View Details