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Show Results For
- All HBS Web
(6,235)
- People (3)
- News (1,343)
- Research (4,139)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,870)
- 26 Jan 2023
- News
The Death of the Customer Service Hotline
- 01 Oct 2020
- Video
Wendy Tsu - 10 Customer Discovery Interviews
- Jul 08 2021
- Interview
As Customers Change, Marketing Must Change, Too
- March 27, 2025
- Article
How One Company Used AI to Broaden Its Customer Base
By: Sunil Gupta and Frank V. Cespedes
The software company SAP successfully leveraged AI tools to begin selling to the small and medium enterprises (SMEs) market, which had previously been uneconomical for its in-person sales approach. By mapping the customer journey and deploying over 40 AI tools, SAP... View Details
Gupta, Sunil, and Frank V. Cespedes. "How One Company Used AI to Broaden Its Customer Base." Harvard Business Review (website) (March 27, 2025).
- 2000
- Article
The Consequences of Customization on the Use of Management Accounting Systems
By: J. Bouwens and Margaret A. Abernethy
The understanding of the antecedent conditions influencing the design of management accounting systems (MASs) is very limited. In recent years, significant research attention has been devoted to understanding how different strategic priorities influence these systems.... View Details
Bouwens, J., and Margaret A. Abernethy. "The Consequences of Customization on the Use of Management Accounting Systems." Accounting, Organizations and Society 25, no. 3 (April 2000): 221–241.
- April 2015 (Revised June 2015)
- Supplement
Haier: Zero Distance to the Customer (C)
By: Dennis Campbell, Marshall Meyer and Shelley Xin Li
Campbell, Dennis, Marshall Meyer, and Shelley Xin Li. "Haier: Zero Distance to the Customer (C)." Harvard Business School Supplement 115-057, April 2015. (Revised June 2015.)
- June 2013
- Teaching Note
Bancaja: Developing Customer Intelligence (A) and (B)
By: F. Asis Martinez-Jerez
- 2004
- Class Lecture
Capitalizing on the Power of the Customer
By: Frances X. Frei
Frei, Frances X. "Capitalizing on the Power of the Customer." Boston: Harvard Business School Publishing Class Lecture, 2004. Electronic. (Faculty Lecture: HBSP Product Number 9-824-XC.)
- February 1994
- Case
Xerox Corp.: The Customer Satisfaction Program (B)
Menezes, Melvyn A. "Xerox Corp.: The Customer Satisfaction Program (B)." Harvard Business School Case 594-110, February 1994.
- 11 Nov 2013
- News
A Smarter Way to Reduce Customer Churn
- 20 Jul 2012
- News
Use Social Media to Partner with Customers and Improve Service
- Article
Put the Customer Back in the Boardroom
By: John A. Quelch and Gail J. McGovern
Quelch, John A., and Gail J. McGovern. "Put the Customer Back in the Boardroom." Directors & Boards 27, no. 4 (Summer 2003): 87–88.
- 08 Oct 2019
- Podcast
40. Should Your Customers Trust Your Business?
This week on The Disruptive Voice, Derek van Bever is joined in the studio by venture capitalists Nate Redmond and Britt Danneman, of Alpha Edison, to discuss trust as a business model, as an asset, and as the foundation for new market innovation. Earlier this year,... View Details
- 29 Oct 2014
- News
The Value of Keeping the Right Customers
- 07 Jan 2025
- News
Why Emotions Matter in Retail Customer Journeys
- 23 Jan 2020
- News
Digital Transformation’s Emerging Effect on Customer Expectations
- 18 Nov 2015
- News
The internet of things will bring makers closer to customers
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use It
With the advent of customer relationship management (CRM) in the late 1990s, companies came to believe that by using technology to tailor their offerings to individual consumers' needs, customer loyalty—and... View Details
Keywords: by Jean Ayers
- 21 Jan 2011
- Working Paper Summaries
Learning from Customers in Outsourcing: Individual and Organizational Effects
- 26 Mar 2019
- Working Paper Summaries