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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

1997
Simulation

Managing Customers For Profits - Interactive CD-ROM Simulation

By: N. Narayandas and Steve Peterson

Keywords: Customer Relationship Management; Profit

Citation

15 Dec 2018
News

The math wizard who became a customer loyalty scheme guru

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

05 Jun 2019
News

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

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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Article

Once More: How Do You Improve Customer Service?

By: Frank V. Cespedes

Keywords: Customers; Service Delivery

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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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April 1989
Supplement

Mark Kaufman and 3 Strikes Custom Design (B)

By: Howard H. Stevenson

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January–February 2020
Article

Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth

By: Rob Markey

Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers.

Loyalty-leading companies operate differently. They create systems for... View Details

Keywords: Customer Experience; Customer Value; Customer Centric Initiative; Customer Focused Organization; Customer Lifetime Value; Customer Focus and Relationships; Customer Value and Value Chain; Operations; Business Strategy

26 Sep 2017
News

The Industry That Treats Its Customers Worse Than Any Other

November–December 2006
Article

Customer Metrics and Their Impact on Financial Performance

By: Sunil Gupta and Valarie Zeithaml

Keywords: Customers; Measurement and Metrics; Finance; Performance

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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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