Publications

Educators

April 1989
Supplement

Mark Kaufman and 3 Strikes Custom Design (B)

By: Howard H. Stevenson

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

Keywords: Organizational Design; Management Systems; Accounting; Customization and Personalization

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

Educators

15 Dec 2018
News

The math wizard who became a customer loyalty scheme guru

26 Mar 2019
Working Paper Summaries

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

Keywords: by Michelle A. Shell and Ryan W. Buell; Health

1997
Simulation

Managing Customers For Profits - Interactive CD-ROM Simulation

By: N. Narayandas and Steve Peterson

Keywords: Customer Relationship Management; Profit

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

May 28, 2018
Article

How Companies Can Identify Racial and Gender Bias in Their Customer Service

By: Alexandra C. Feldberg and Tami Kim

Research shows that minority customers — blacks and Asians — regularly receive worse customer service than whites in ways that are not immediately obvious to onlookers (or even managers). These results prompt a couple of questions for executives and managers. One, does... View Details

Keywords: Internal Audit; Customers; Service Delivery; Prejudice and Bias; Race; Gender; Organizational Change and Adaptation

Read Now

Article

Once More: How Do You Improve Customer Service?

By: Frank V. Cespedes

Keywords: Customers; Service Delivery

26 Sep 2017
News

The Industry That Treats Its Customers Worse Than Any Other

01 Mar 2019
News

Required Reading: The Keys for Unlocking the Customer Value Chain

winter 2000
Article

Beyond Market Orientation: When Customers and Suppliers Disagree

By: C. Steinman, R. Deshpande and J. U. Farley

Keywords: Markets; Customers

05 Dec 2008
News

New Book Reveals How Customer and Employee Ownership Adds Business Value

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

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 ENROLL NOW No application needed for our certificate programs. Start your journey today! New... View Details

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

August 2009
Case

The TSMC Way: Meeting Customer Needs at Taiwan Semiconductor Manufacturing Co.

By: Willy C. Shih, Chen-Fu Chien, Chintay Shih and Jack Chang

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

Keywords: Disruption; Customer Relationship Management; Decision Choices and Conditions; Cost; Order Taking and Fulfillment; Production; Semiconductor Industry; Taiwan

Educators