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Show Results For
- All HBS Web
(6,237)
- People (3)
- News (1,343)
- Research (4,141)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,872)
- 21 Jan 2011
- Working Paper Summaries
Learning from Customers in Outsourcing: Individual and Organizational Effects
- 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
- winter 2000
- Article
Beyond Market Orientation: When Customers and Suppliers Disagree
By: C. Steinman, R. Deshpande and J. U. Farley
Steinman, C., R. Deshpande, and J. U. Farley. "Beyond Market Orientation: When Customers and Suppliers Disagree." Journal of the Academy of Marketing Science 28 (winter 2000): 109–119.
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
components: actionable customer selection criteria (because resources spent on accounts A and B are not available for accounts C, D, and so on); clarity about the buying process for target customers as it... View Details
Keywords: by Kristen Senz
- 19 Mar 2012
- News
NFL Players to Tackle Custom Program at Harvard Business School
- Web
Online Transforming Customer Experiences Course | HBS Online
This course is part of the Entrepreneurship & Innovation and Leadership & Management track. Introduction to Transforming Customer Experiences LIMITED TIME ONLY Extra learning at no extra cost. Enroll now and unlock a GenAI Bonus Bundle... View Details
- 24 Oct 2023
- Research & Ideas
When Tech Platforms Identify Black-Owned Businesses, White Customers Buy
Generations of Black business owners have had to fight discrimination to prosper in America, but a new study suggests that these entrepreneurs are now gaining more support in parts of the country when they make their presence known. The study, coauthored by Harvard... View Details
- 05 Jun 2019
- News
When Customers Want to See the Human Behind the Product
- 15 Nov 2016
- News
Field Course Helps Nascent Entrepreneurs Connect with Customers
technology-enabled heated winter boots for women, says the course helped her venture gain traction with customers at a very early stage. “The course was very tactical,” Lefkowitz explains. “My team worked on a Kickstarter campaign that... View Details
- 2012
- Report
Starting Prices and Consumer Sensitivity to Customization
By: Marco Bertini and Luc Wathieu
- June 1992 (Revised July 1992)
- Case
TVINN: Electronic Integration in Norwegian Customs Handling
Konsynski, Benn R. "TVINN: Electronic Integration in Norwegian Customs Handling." Harvard Business School Case 192-108, June 1992. (Revised July 1992.)
- 23 Oct 2017
- HBS Seminar
Sean Kennedy, Revenue Irish Tax and Customs
- 14 May 2021
- News
4 Strategies to Simplify the Customer Journey
- January 1997
- Background Note
Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance
Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.
- November–December 2006
- Article
Customer Metrics and Their Impact on Financial Performance
By: Sunil Gupta and Valarie Zeithaml
Gupta, Sunil, and Valarie Zeithaml. "Customer Metrics and Their Impact on Financial Performance." Special 25th Anniversary Issue. Marketing Science 25, no. 6 (November–December 2006): 718–739.
- June 2016 (Revised January 2018)
- Case
Airbnb, Etsy, Uber: Growing from One Thousand to One Million Customers
By: Thales S. Teixeira and Morgan Brown
By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to match suppliers of assets for rent, physical products or services with customers demanding them. Among the most notable... View Details
Keywords: Airbnb; Etsy; Uber; Growth Hacking; Two Sided Markets; Digital Platforms; Marketing; Digital Marketing; Growth Management; Service Industry
Teixeira, Thales S., and Morgan Brown. "Airbnb, Etsy, Uber: Growing from One Thousand to One Million Customers." Harvard Business School Case 516-108, June 2016. (Revised January 2018.)
- Forthcoming
- Article
Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment
By: Shunyuan Zhang and Das Narayandas
We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
- 2012
- Book
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
By: Frances Frei and Anne Morriss
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance—for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the... View Details
Frei, Frances, and Anne Morriss. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Cambridge: Harvard Business Review Press, 2012.