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- Faculty Publications (2,897)
Show Results For
- All HBS Web
(6,459)
- People (3)
- News (1,340)
- Research (4,138)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,897)
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- September 2020 (Revised February 2021)
- Case
Zameer Kassam Fine Jewelry: Engaging Clients
By: Ryan W. Buell and Amy Klopfenstein
Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details
Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry
Buell, Ryan W., and Amy Klopfenstein. "Zameer Kassam Fine Jewelry: Engaging Clients." Harvard Business School Case 621-043, September 2020. (Revised February 2021.)
- 2004
- Book
Collaborative Customer Relationship Management: Taking CRM to the Next Level
By: Alexander H. Kracklauer, Daniel Quinn Mills and Dirk Seifert
Kracklauer, Alexander H., Daniel Quinn Mills, and Dirk Seifert. Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer-Verlag, 2004.
- 2007
- Blog
Harvard Business Online—Marketing Know:How: How to Be a Customer
By: John A. Quelch
Quelch, John A. "How to Be a Customer." Harvard Business Online—Marketing Know:How (blog). September 18, 2007. http://hbswk.hbs.edu/item/how-to-be-a-customer.
- 2011
- Book
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
By: Fred Reichheld and Rob Markey
Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
Keywords: Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects
Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Boston, MA: Harvard Business Review Press, 2011.
- June 1987 (Revised May 1992)
- Case
Carolina Power & Light Co.: Customer and Operating Services Group
By: Frank V. Cespedes
Cespedes, Frank V. "Carolina Power & Light Co.: Customer and Operating Services Group." Harvard Business School Case 587-179, June 1987. (Revised May 1992.)
- June 26, 2017
- Article
When You Have to Choose Between Core and New Customers
By: Marco Bertini and Nader Tavassoli
Bertini, Marco, and Nader Tavassoli. "When You Have to Choose Between Core and New Customers." Harvard Business Review Digital Articles (June 26, 2017).
- April 2003
- Teaching Note
Achieving Customer Satisfaction at Pizza Hut (TN) (A) and (B)
By: V.G. Narayanan
Teaching Note for (2-101-006) and (2-101-042). View Details
- August 2009
- Supplement
The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Company (CW)
By: Willy C. Shih
When L.C. Tu receives an emergency order, he is confronted with a range of production scheduling choices, each of which has unique costs and trade-offs. The case was designed to help students understand job-shop style production and the impact of disruptions and... View Details
- November 2001
- Article
Leveraging the Customer Base: Creating Competitive Advantage Through Knowledge Management
By: Elie Ofek and Miklos Sarvary
Ofek, Elie, and Miklos Sarvary. "Leveraging the Customer Base: Creating Competitive Advantage Through Knowledge Management." Management Science 47, no. 11 (November 2001).
- Article
How Direct-to-Consumer Brands Can Continue to Grow
By: V. Kasturi Rangan, Daniel Corsten, Matt Higgins and Leonard A. Schlesinger
Direct-to-consumer (DTC) brands such as Allbirds, Casper, Peloton, and Warby Parker have creatively found a weakness in the marketing citadel of incumbent brands. By using data gleaned from daily interactions with customers, these brands have been able to adapt how... View Details
Keywords: Direct-to-consumer; Customer Journey; Business Model; Customer Relationship Management; Growth and Development Strategy
Rangan, V. Kasturi, Daniel Corsten, Matt Higgins, and Leonard A. Schlesinger. "How Direct-to-Consumer Brands Can Continue to Grow." Harvard Business Review 99, no. 6 (November–December 2021): 101–109.
- March 2006 (Revised September 2006)
- Case
Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel
By: Dennis Campbell, Francisco de Asis Martinez-Jerez, Marc Epstein and Joshua Bellin
The MGM Grand Hotel in Las Vegas had detailed information on loyal gaming customers, but could its information systems also be tailored to nongaming customers? As the nongaming business sectors became increasingly profitable both at the MGM Grand and in Las Vegas... View Details
Keywords: Games, Gaming, and Gambling; Customer Relationship Management; Customer Value and Value Chain; Entertainment and Recreation Industry; Accommodations Industry; Nevada
Campbell, Dennis, Francisco de Asis Martinez-Jerez, Marc Epstein, and Joshua Bellin. "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel." Harvard Business School Case 106-029, March 2006. (Revised September 2006.)
- April 2002 (Revised March 2008)
- Teaching Note
eBay: The Customer Marketplace (A) and Combating Fraud (B) (TN)
By: Frances X. Frei
Teaching Note for (9-602-071) and (9-602-152). View Details
Keywords: Web Services Industry
- 2000
- Working Paper
Leveraging the Customer Base: Creating Competitive Advantage Through Knowledge Management
By: Elie Ofek and Miklos Sarvary
- March 1996
- Article
Customer Power, Strategic Investment, and the Failure of Leading Firms
By: J. L. Bower and C. M. Christensen
Bower, J. L., and C. M. Christensen. "Customer Power, Strategic Investment, and the Failure of Leading Firms." Strategic Management Journal 17, no. 3 (March 1996): 197–218.
- March 1996 (Revised January 1997)
- Case
America Online: Using Information Technology to Better Serve the Customer
By: James I. Cash Jr. and Judy E. Stahl
Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need to be done to support growth and counter competition from Prodigy, Compuserv, and Internet-related services? View Details
Keywords: Customer Focus and Relationships; Management Analysis, Tools, and Techniques; Service Operations; Problems and Challenges; Competitive Strategy; Information Technology; Technology Industry
Cash, James I., Jr., and Judy E. Stahl. "America Online: Using Information Technology to Better Serve the Customer." Harvard Business School Case 396-290, March 1996. (Revised January 1997.)
- 2022
- Case
Polarizing Government Work: McKinsey & Co. and Immigration and Customs Enforcement (ICE)
By: Andrew J. Hoffman
When Donald Trump announced his run for president in 2015, he placed immigration front and center in his campaign. He promised to drastically expand U.S. Immigration and Customs Enforcement (ICE), end Deferred Action for Childhood Arrivals (DACA), and build a border... View Details
Hoffman, Andrew J. "Polarizing Government Work: McKinsey & Co. and Immigration and Customs Enforcement (ICE)." William Davidson Institute Case 3-951-926, 2022.
- June 2016
- Teaching Note
Filene's Basement: Inside a Fired Customer's Relationship
By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
- December, 2017
- Article
When Selling Digital Content, Let the Customer Set the Price
By: Marco Bertini and Richard Reisman
Bertini, Marco, and Richard Reisman. "When Selling Digital Content, Let the Customer Set the Price." Harvard Business Review (website) (November 18, 2013).
- 2008
- Blog
Harvard Business Online—Marketing Know:How: How CEOs Should Work With Customers
By: John A. Quelch
Quelch, John A. "How CEOs Should Work With Customers." Harvard Business Online—Marketing Know:How (blog). September 22, 2008. https://hbr.org/2008/09/how-ceos-should-work-with-cust.