Customers - Publications - Faculty & Research

30 Jun 2015
First Look

First Look: June 30, 2015

in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure repeated memorable service encounters; (2) customers buy... View Details

Keywords: Carmen Nobel

09 Jan 2006
Research & Ideas

What Really Drives Your Strategy?

process; all these other elements have an impact as well. Q: What role do customers play? Bower: In the ordinary course of events, when managers of business units make proposals for investments, they are almost always driven by... View Details

Keywords: by Martha Lagace

10 Jan 2020
Blog Post

Know Your Audience - Recruiting HBS Students for Retail

sets align with what a company needs, everyone wins. A Custom Fit As the retail industry evolves, so do recruiting best practices. “More companies are turning away from a standard recruiting presentation and are being more agile and... View Details

Keywords: Consumer Products / Retail

October 2008
Class Lecture

Marketing as Competitive Advantage: Fundamentals

By: Das Narayandas, David E. Bell, Anita Elberse, John T. Gourville, David B. Godes, John A. Quelch, Gail J. McGovern, Luc R. Wathieu and Marta Wosinska

Marketing as Competitive Advantage: Fundamentals will help today's business executives and tomorrow's business leaders understand the key elements of a successful marketing strategy. The multimedia resource includes video lectures by Harvard Business School faculty,... View Details

Keywords: Customers; Framework; Marketing Strategy; Product Positioning; Planning; Competitive Advantage; Segmentation

Citation

Purchase

struggling companies. His track record of efficient cost containment, customer focus, and sales investment has enabled Crompton to not only survive, but also thrive as a leading player in a very competitive industry sector. View Details

Keywords: Chemicals & Industrial

August 2021
Case

Livongo: Scaling a Purpose-Driven Organization in Healthcare

By: Ranjay Gulati, Aseem Shukla and Reva Nohria

When seasoned entrepreneur Glen Tullman founded the chronic health care startup Livongo in 2014, it was personal. His son lived with diabetes, and Tullman knew firsthand how taxing it could be to manage such an unrelenting disease. Livongo set out to empower people... View Details

Keywords: Healthcare Industry; Scaling; Telehealth; Health Care and Treatment; Small Business; Internet and the Web; Customer Focus and Relationships; Growth and Development Strategy; Opportunities; Mergers and Acquisitions; Health Industry

Citation

Educators

Purchase

01 Jul 2008
First Look

First Look: July 1, 2008

the customer knowledge gained from conducting market research at the front end of NPD affects which of these opportunities the firm should pursue. Pitfalls in analyzing the customer data are described, along... View Details

Keywords: Martha Lagace

Web

Thomas Stemberg | Baker Library

office supplies, where customers wheeled their own carts through aisles of discounted office offerings from faxes and computer printers to pens and paper products, and, yes, staples. Staples launched in 1986 and not only created but also... View Details

Web

Ryan Leung | MBA

sports). In two short months I was learning everything from customer research, to UI/UX design, to sports lingo. The experience has inspired me to turn my passions into a product and learn more about the intersection of technology and... View Details

22 Feb 2011
Research & Ideas

The Most Important Management Trends of the (Still Young) Twenty-First Century

Internet-based companies like Google record every click and keystroke of every customer, analyzing the data to continuously improve their products and marketing. Customers are courted and supply chains are managed via websites, social... View Details

Keywords: by Sean Silverthorne

01 Dec 2005
News

Buy the Book

publishing industry today ships books to stores and waits for customers to purchase them. James Patterson represents the age of brands, in which a supplier builds a persistent demand and designs production to perpetuate that brand’s most... View Details

Keywords: Julia Hanna; Colleges, Universities, and Professional Schools; Educational Services; Market Research, Photo, Translation, Veterinary and Other Services; Professional Services

Cedric H. Rieman

Rieman posted ten consecutive years of top level financial performance as head of Gardner-Denver. Under his leadership, Gardner-Denver expanded its base of industrial machinery customers and doubled both revenues and earnings. While it... View Details

Keywords: Fabricated Goods

21 Mar 2024
Blog Post

IFC India: Renewable Energy - CleanMax

across the country. During the “IFC: Immersive Field Course,” HBS students had the opportunity to visit the site of a rooftop solar facility in Bangalore, India. The solar site is deployed and managed by CleanMax, the largest B2B provider of renewable energy to... View Details

24 Apr 2018
First Look

First Look at New Research and Ideas, April 24, 2018

April 2018 Management Science Offline Showrooms in Omni-channel Retail: Demand and Operational Benefits By: Bell, David R., Santiago Gallino, and Antonio Moreno Abstract—Omnichannel environments where customers shop online and offline at... View Details

Keywords: Sean Silverthorne

25 Aug 2003
Research & Ideas

Should You Sell Your Digital Privacy?

in a recent working paper, Market Solutions to Privacy Problems? And what would consumers get in return for their personal information? Money perhaps, or price discounts, better customer service, maybe products tailored specifically to... View Details

Keywords: by Manda Salls & Sean Silverthorne; Advertising

22 Feb 2011
Research & Ideas

Most Popular Articles, Papers of the Decade

disbelieving music industry with their findings that illegal music downloads don't hurt CD sales. Oberholzer discusses what the industry should do next. A Balanced Scorecard Approach to Measure Customer Profitability Published: August 8,... View Details

Keywords: by Sean Silverthorne

Mills B. Lane, Jr.

Taking over the small southern bank after the death of his father, Lane went on to build it into one of the largest and most profitable banks in the Southeast. Lane shook up the staid banking community by employing a variety of marketing and sales promotions to... View Details

Keywords: Finance

Don H. Barden

build the cable infrastructure for the city. Barden eventually signed up over 100,000 customers (one-third of the homes in Detroit) and sold his cable division in a deal that netted $100 million in 1994. Barden has gone on to pursue... View Details

Keywords: Communications

01 Dec 2014
News

Creating the Shopping Experience of the Future

Production with Principles Áslaug Magnúsdóttir Customizing Couture Online Customizing Couture Online Jamal Motlagh Taking Tailoring High Tech Taking Tailoring High Tech Katrina Lake Dressing by Number... View Details

Keywords: Christine Lejeune; fashion; technology

David H. McConnell

McConnell was a pioneer in door-to-door selling. With Avon, he created a significant earning opportunity for housewives and other women before they won the right to vote. His products were sold by women in the communities where they and their View Details

Keywords: Personal Care & Home Products

Publications