Custom - Publications - Faculty & Research

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

May 1991 (Revised May 1999)
Teaching Note

Manufacturers Hanover Corp.: Customer Profitability Report, Teaching Note

By: Robert S. Kaplan

Teaching Note for (9-191-068). View Details

Keywords: Profit; Customers; Banking Industry

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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

Article

Once More: How Do You Improve Customer Service?

By: Frank V. Cespedes

Keywords: Customers; Service Delivery

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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

26 Sep 2017
News

The Industry That Treats Its Customers Worse Than Any Other

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

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05 Jun 2019
News

If Your Customers Don't Care What You Charge, What Should You Charge?

June 2017
Supplement

Wells Fargo & Co.: Respect Your Customers (B)

By: John A. Quelch and Irene Lu

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August 2013
Teaching Plan

Zappos.com 2009: Clothing, Customer Service and Company Culture

By: Frances X. Frei and Annelena Lobb

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August 2009 (Revised July 2010)
Case

Jones Lang LaSalle: Reorganizing around the Customer (2005)

By: Ranjay Gulati and Lucia Menzer Marshall

Peter Roberts, CEO of Jones, Lang, LaSalle (JLL) Americas division, has been charged with expanding the company's presence in its core geographic markets while simultaneously growing its corporate account business. Roberts and his task force have narrowed their options... View Details

Keywords: Decision Choices and Conditions; Global Strategy; Growth and Development Strategy; Organizational Structure; Business Strategy; Real Estate Industry

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