Custom - Publications - Faculty & Research

18 Nov 2015
News

The internet of things will bring makers closer to customers

01 Apr 2024
In Practice

Navigating the Mood of Customers Weary of Price Hikes

Inflation remains front and center for consumers and businesses, which continue to reel from the double-digit rise in prices during the COVID-19 pandemic and the interest rate hikes designed to cool them. While price increases for goods have slowed, the climate remains... View Details

Keywords: by Rachel Layne; Retail; Consumer Products

2009
Book

Reorganize for Resilience: Putting Customers at the Center of Your Organization

By: Ranjay Gulati

In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer focused," but they don't deliver solutions to customers' thorniest problems. Why?... View Details

Keywords: Competency and Skills; Customer Focus and Relationships; Profit; Organizational Culture; Organizational Structure; Cooperation

Citation

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Article

Put the Customer Back in the Boardroom

By: John A. Quelch and Gail J. McGovern

Citation

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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

21 Jan 2011
Working Paper Summaries

Learning from Customers in Outsourcing: Individual and Organizational Effects

Keywords: by Jonathan R. Clark, Robert S. Huckman & Bradley R. Staats

1 Nov 1993
Conference Presentation

Information Technology's Role in Transforming Customer Service

By: Jim I. Cash Jr.

Keywords: Information Technology; Customer Focus and Relationships

Citation

1996
Other Unpublished Work

Value-Added: How Your Customers Can Grasp It

By: Frank V. Cespedes

Keywords: Value Creation; Customers

Citation

September–October 1987
Article

Manage Customers for Profits (Not Just Sales)

By: Benson P. Shapiro, V. K. Rangan, Rowland T. Moriarty and Elliot Ross

Keywords: Customers; Profit; Management; Sales

Citation

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13 Jul 2016
HBS Case

How Uber, Airbnb, and Etsy Attracted Their First 1,000 Customers

who have rides to offer. (Same idea as Airbnb, which connects people needing rooms with home-owners.) So to launch as a platform service, these companies need to find users on both the supply and demand sides. “Poaching customers is... View Details

Keywords: by Michael Blanding; Retail; Service; Transportation

25 Apr 2014
News

Connecting companies and customers through social media

Victoria Ransom (MBA 2008) launched Wildfire Interactive, now a Google company, to connect companies and customers through social media. (Published April 2014) View Details