Customer Base Analysis - Publications - Faculty & Research - Harvard Business School

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January 2001
Case

Accrue Software, Inc.

In 2000, Accrue is one of three survivors of the initial consolidation of the Web traffic analysis software industry. However, entry from CRM software providers and consultants, as well as ASPs offering Web analysis services, has introduced new threats to Accrue. Newly... View Details

Keywords: Customer Value and Value Chain; Competitive Advantage; Software; Web Services Industry

26 Jul 2010
Research & Ideas

Yes, You Can Raise Prices in a Downturn

As economic turmoil continues, many companies are reconsidering their strategies with an eye toward going lean and slashing prices. And that might work for a few companies—but very few. Instead, companies should compete "on the basis of initiatives for which their... View Details

Keywords: by Sean Silverthorne; Retail; Consumer Products

July 2013 (Revised January 2014)
Case

Experience! The Finger Lakes: The Groupon Partnership Decision

By: Lynda M. Applegate, Chekitan S. Dev, Gabriele Piccoli and Arnold B. Peinado

In 2010, Experience! The Finger Lakes (ExperienceFLX), a tour operator offering guided tours and concierge services in the Finger Lakes region of New York State, was at a crossroads. The business was poised for growth, and its owners, Laura and Alan Falk, were... View Details

Keywords: Marketing Strategy; Social Marketing; United States

Article

An Evaluation of Money Market Fund Reform Proposals

By: Samuel G. Hanson, David S. Scharfstein and Adi Sunderam

U.S. money market mutual funds (MMFs) are an important source of dollar funding for global financial institutions, particularly those headquartered outside the U.S. MMFs proved to be a source of considerable instability during the financial crisis of 2007–2009,... View Details

Keywords: Balance and Stability; Globalized Markets and Industries; Banks and Banking

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07 Apr 2009
First Look

First Look: April 7, 2009

out-of-court restructuring plan. The company, which has been attempting to restructure its debt and operations for the last ten years, faces a number of daunting challenges. Eurotunnel is jointly listed in the U.K. and France, and its shareholders, who are largely... View Details

Keywords: Martha Lagace

2013
Working Paper

Bank Failures and Output During the Great Depression

By: Jeffrey Miron and Natalia Rigol

In response to the Financial Crisis of 2008, macroeconomic policymakers employed a range of tools designed to prevent failures of large, complex financial institutions (“banks”). The Treasury and the Fed justified these actions by arguing that bank failures exacerbate... View Details

Keywords: History; Policy; Financial Crisis; Financial Institutions; Failure

2014
Article

Bond Supply and Excess Bond Returns

By: Robin Greenwood and Dimitri Vayanos

We examine empirically how the maturity structure of government debt affects bond yields and excess returns. Our analysis is based on a theoretical model of preferred habitat in which clienteles with strong preferences for specific maturities trade with arbitrageurs.... View Details

Keywords: Bonds; Investment Return

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26 Apr 2011
First Look

First Look: April 26

April 2002, started providing its branch managers with customer lifetime value (CLV) information about mortgage applicants. The data allow us to gauge the effects of enriching the information set of these employees in an environment where... View Details

Keywords: Sean Silverthorne

26 Apr 2017
News

How Banks Can Compete Against an Army of Fintech Startups

January 2008 (Revised May 2011)
Case

Cognizant Technology Solutions

By: Robert G. Eccles, David Lane and Prabakar 'PK' Kothandaraman

In the highly competitive information technology outsourcing industry, Cognizant Technology Solutions has developed a strategy to differentiate itself by emphasizing building very close client relationships through its "Two-in-a-box" (TIB) model. This model is based on... View Details

Keywords: Customer Relationship Management; Knowledge Sharing; Resource Allocation; Competitive Advantage; Information Technology; Information Technology Industry

August 2014 (Revised September 2016)
Case

ANA (A)

By: Doug J. Chung and Mayuka Yamazaki

All Nippon Airways (ANA) became the largest airline in Japan in 2013. Having been designated as a domestic carrier by the Japanese government till the mid-1980s and Japan being the sixth largest domestic airline market, two-thirds of ANA’s passenger revenue came from... View Details

Keywords: Demand and Consumers; Analysis; Economics; Price; Marketing Strategy; Competitive Strategy; Product; Policy; Air Transportation Industry; Japan

October 2023 (Revised March 2024)
Case

Fantuan

By: Feng Zhu and David Lane

In 2023, CEO Randy Wu was considering the optimal growth strategy for Fantuan, a restaurant food delivery platform that had expanded from its 2014 founding in Vancouver, Canada to serve the Chinese demand for Asian cuisine in urban markets across Australia, Canada, the... View Details

Keywords: Business Startups; Customer Focus and Relationships; Diasporas; Entrepreneurship; Digital Platforms; Growth Management; Business Strategy; Diversification; Expansion; Growth and Development Strategy; Service Industry; Food and Beverage Industry; United States; Canada; United Kingdom; Australia

April 2013
Article

Business Model Innovation and Competitive Imitation: The Case of Sponsor-Based Business Models

By: Ramon Casadesus-Masanell and Feng Zhu

This paper provides the first formal model of business model innovation. Our analysis focuses on sponsor-based business model innovations where a firm monetizes its product through sponsors rather than setting prices to its customer base. We analyze strategic... View Details

Keywords: Business Model Innovation; Imitation; Sponsor-based Business Model; Strategic Revelation; Strategic Concealment; Business Model; Innovation and Invention; Price; Competitive Strategy; Adoption; Value; Duopoly and Oligopoly; Product; Customers; Market Entry and Exit; Monopoly

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June 2002
Case

Vans: Skating on Air

By: Youngme E. Moon and David Kiron

Vans is best known for selling footwear and apparel to skateboarders, surfers, and other alternative sports athletes. In April 2002, Gary Schoenfeld, the CEO, is facing a number of challenges. With respect to footwear, he must decide what to do about two product lines... View Details

Keywords: Brands and Branding; Product Launch; Demand and Consumers; Product Development; Value Creation; Apparel and Accessories Industry; Retail Industry; California

2020
Working Paper

Design Rules, Volume 2: How Technology Shapes Organizations: Chapter 7 The Value Structure of Technologies, Part 2: Strategy without Numbers

By: Carliss Y. Baldwin

Functional analysis as set forth in the last chapter decomposes a technical system into functional components that do things to advance the system’s purpose and the goals of its designers. Functional analysis in turn can be used to construct value structure maps... View Details

Keywords: Modularity; Value Structure Mapping; Value Capture; Information Technology; Organizations; Strategy; Value Creation

1 Mar 2013 - 2 Mar 2013
Conference Presentation

The Value of Flexibility in Baseball Roster Construction

By: Timothy Chan and Douglas S. Fearing

Drawing inspiration from the theory of production flexibility in manufacturing networks, we provide the first optimization-based analysis of the value of positional flexibility (the ability of a player to play multiple positions) for a major league baseball team in the... View Details

Keywords: Risk and Uncertainty; Design; Production; Resource Allocation; Groups and Teams; Adaptation; Sports

May 2018
Article

Effects of an Information Sharing System on Employee Creativity, Engagement, and Performance

By: Shelley Xin Li and Tatiana Sandino

Many service organizations rely on information sharing systems to boost employee creativity to meet customer needs. We conducted a field experiment in a retail chain, based on a registered report accepted by Journal of Accounting Research, to test whether an... View Details

Keywords: Information; Knowledge Sharing; Employees; Creativity; Performance

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2012
Working Paper

Do Market Leaders Lead in Business Process Innovation? The Case(s) of E-Business Adoption

By: Kristina S. McElheran

This paper explores the relationship between market position and business process innovation. Prior research has focused on the alignment between new technologies and the internal capabilities of firms to pursue them. I extend the investigation to include external... View Details

Keywords: Investment; Technological Innovation; Leadership; Business Processes; Behavior; Motivation and Incentives; Technology Adoption; Manufacturing Industry; United States

22 Dec 2008
Research & Ideas

10 Reasons to Design a Better Corporate Culture

codified and enforced cultures enjoy great employee and customer loyalty, in large part because they are effective in either altering ineffective behaviors or disengaging from values-challenged employees in a timely manner. An operating... View Details

Keywords: by James L. Heskett, W. Earl Sasser & Joe Wheeler

June 2024
Supplement

Zeswitz Music (B)

By: Richard S. Ruback and Royce Yudkoff

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.
Abstract: In July of 2013, Randy Shayler (HBS, 2012) acquired Zeswitz Music, a musical instrument rental company based in Reading,... View Details

Keywords: Acquisition; Customer Focus and Relationships; Business Strategy; Revenue; Marketing; Music Industry; Retail Industry

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