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Show Results For
- All HBS Web
(6,263)
- People (3)
- News (1,340)
- Research (4,165)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,896)
- 01 Mar 2019
- News
Required Reading: The Keys for Unlocking the Customer Value Chain
- 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
- 19 Mar 2012
- News
NFL Players to Tackle Custom Program at Harvard Business School
- 20 Jul 2012
- News
Use Social Media to Partner with Customers and Improve Service
- 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.
- 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.
- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- 05 Jun 2019
- News
When Customers Want to See the Human Behind the Product
- 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.
- 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.
- 2006
- Chapter
Linking Customer Management Efforts to Growth and Profitability
By: Das Narayandas and Douglas Bowman
Narayandas, Das, and Douglas Bowman. "Linking Customer Management Efforts to Growth and Profitability." In The Search for Organic Growth, edited by Edward D. Hess and Robert K. Kazanjian, 192–210. Cambridge, U.K.: Cambridge University Press, 2006.
- April 2004
- Article
Manufacturer Benefits from Information Integration with Retail Customers
By: Susan Kulp, Hau Lee and Elie Ofek
Kulp, Susan, Hau Lee, and Elie Ofek. "Manufacturer Benefits from Information Integration with Retail Customers." Management Science 50, no. 4 (April 2004): 431–444.
- 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
- March 2011
- Module Note
Quantitative Analysis of Competitive Position: Customer Demand and Willingness to Pay
By: David J. Collis
This note is designed to provide strategists with tools to perform two critical customer-related analyses: determining willingness to pay — the estimation of how much a given customer would be willing to pay for a particular product or service; and demand estimation —... View Details
Keywords: Price; Demand and Consumers; Competitive Advantage; Management Analysis, Tools, and Techniques; Market Participation; Segmentation
Collis, David J. "Quantitative Analysis of Competitive Position: Customer Demand and Willingness to Pay." Harvard Business School Module Note 711-495, March 2011.