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  • All HBS Web  (6,459)
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  • July 2019 (Revised August 2020)
  • Module Note

Targeting Nonconsumption: Who Are the Best Customers for Our Products?

By: Clayton M. Christensen
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Christensen, Clayton M. "Targeting Nonconsumption: Who Are the Best Customers for Our Products?" Harvard Business School Module Note 420-015, July 2019. (Revised August 2020.)
  • 1993
  • Other Unpublished Work

Catching the Next Wave: Why Good Customers Make It Hard

By: Joseph L. Bower and C. M. Christensen
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Bower, Joseph L., and C. M. Christensen. "Catching the Next Wave: Why Good Customers Make It Hard." Harvard Business Review Press, 1993.
  • 12 Feb 2018
  • Research & Ideas

Customers at the Back of the Line Are Anxious—Can You Keep Them from Leaving?

customers, and how operational choices affect customer behaviors and firm performance. We all spend a surprising amount of time waiting our turn; by one estimate, Americans wait in line 37 billion hours a year—118 hours for every person.... View Details
Keywords: by Michael Blanding; Retail; Service
  • November – December 2010
  • Article

Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help

By: F. Gino and L. Pierce
Keywords: Wealth; Customers
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Gino, F., and L. Pierce. "Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help." Organization Science 21, no. 6 (November–December 2010): 1176–1194.
  • February 2011
  • Supplement

Dataset for "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel" (CW)

By: Dennis Campbell and Francisco de Asis Martinez-Jerez
Datasets of gaming and hotel customers to perform analysis for the case. View Details
Keywords: Analytics and Data Science; Games, Gaming, and Gambling; Las Vegas
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Campbell, Dennis, and Francisco de Asis Martinez-Jerez. Dataset for "Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel" (CW). Harvard Business School Spreadsheet Supplement 111-711, February 2011.
  • September 2020 (Revised February 2021)
  • Case

Zameer Kassam Fine Jewelry: Engaging Clients

By: Ryan W. Buell and Amy Klopfenstein
Zameer Kassam Fine Jewelry (ZKFJ) designs custom engagement rings that tell the story of a couple’s relationship. The case describes the company’s process for engaging clients, which has historically been a relatively offline, high-touch experience. Obliged by... View Details
Keywords: Customer Engagement; Service Delivery; Health Pandemics; Internet and the Web; Customer Satisfaction; Organizational Change and Adaptation; Growth and Development; Retail Industry
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Buell, Ryan W., and Amy Klopfenstein. "Zameer Kassam Fine Jewelry: Engaging Clients." Harvard Business School Case 621-043, September 2020. (Revised February 2021.)
  • Article

How Direct-to-Consumer Brands Can Continue to Grow

By: V. Kasturi Rangan, Daniel Corsten, Matt Higgins and Leonard A. Schlesinger
Direct-to-consumer (DTC) brands such as Allbirds, Casper, Peloton, and Warby Parker have creatively found a weakness in the marketing citadel of incumbent brands. By using data gleaned from daily interactions with customers, these brands have been able to adapt how... View Details
Keywords: Direct-to-consumer; Customer Journey; Business Model; Customer Relationship Management; Growth and Development Strategy
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Rangan, V. Kasturi, Daniel Corsten, Matt Higgins, and Leonard A. Schlesinger. "How Direct-to-Consumer Brands Can Continue to Grow." Harvard Business Review 99, no. 6 (November–December 2021): 101–109.
  • September 2024
  • Supplement

Assessing the Value of Unifying and De-Duplicating Customer Data Spreadsheet Supplement

By: Elie Ofek
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Ofek, Elie. "Assessing the Value of Unifying and De-Duplicating Customer Data Spreadsheet Supplement." Harvard Business School Spreadsheet Supplement 525-701, September 2024.
  • June 2013
  • Supplement

Olympic Rent-A-Car U.S.: Customer Loyalty Battles, Spreadsheet for Instructors (Brief Case)

By: John Deighton and James T. Kindley
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Deighton, John, and James T. Kindley. "Olympic Rent-A-Car U.S.: Customer Loyalty Battles, Spreadsheet for Instructors (Brief Case)." Harvard Business School Spreadsheet Supplement 913-571, June 2013.
  • April 1987
  • Supplement

Inland Steel Co. Product Policy, Video 3: Customer and Technical Services

By: Benson P. Shapiro and Lawrence B. Levine
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Shapiro, Benson P., and Lawrence B. Levine. "Inland Steel Co. Product Policy, Video 3: Customer and Technical Services." Harvard Business School Video Supplement 887-541, April 1987.
  • November 1998
  • Article

Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation

By: N. Narayandas
Keywords: Measurement and Metrics; Management; Customer Focus and Relationships
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Narayandas, N. "Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation." Journal of Service Research 1, no. 2 (November 1998).
  • Article

The Right Price, at the Right Moment, to the Right Customer

By: Tim Ham and Marco Bertini
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Ham, Tim, and Marco Bertini. "The Right Price, at the Right Moment, to the Right Customer." Business Strategy Review 24, no. 1 (Spring 2013): 49–53.
  • 2001
  • Working Paper

Voice and Advocacy: Marketing's Role in Addressing the Poor as Customers

By: V. Kasturi Rangan and Arthur McCaffrey
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Rangan, V. Kasturi, and Arthur McCaffrey. "Voice and Advocacy: Marketing's Role in Addressing the Poor as Customers." Harvard Business School Working Paper, No. 02-023, October 2001.
  • 10 Aug 2015
  • Research & Ideas

Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers

Here's a tip for companies looking to woo customers away from the competition: Besides advertising fair prices for your products, try advertising fair wages for your employees. Recent research from Harvard Business School indicates that... View Details
Keywords: by Carmen Nobel; Retail
  • March 2013
  • Teaching Note

Local Motors: Designed by the Crowd, Built by the Customer (TN)

By: Michael Norton
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Norton, Michael. "Local Motors: Designed by the Crowd, Built by the Customer (TN)." Harvard Business School Teaching Note 513-088, March 2013.
  • June 2016
  • Teaching Note

Filene's Basement: Inside a Fired Customer's Relationship

By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
Keywords: CRM; Customer Profitability Analysis; Customer Lifetime Value; Consumer Behavior; Marketing; Marketing Strategy; Customer Focus and Relationships; Brands and Branding; Customer Relationship Management; Retail Industry; United States
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Avery, Jill, and Susan Fournier. "Filene's Basement: Inside a Fired Customer's Relationship." Harvard Business School Teaching Note 316-184, June 2016.
  • 02 Feb 2015
  • Research & Ideas

Disruptors Sell What Customers Want and Let Competitors Sell What They Don’t

unbundling that allows customers to pick and choose the content they consume (be it articles, music tracks, or airline tickets), Teixeira identifies the fueling factor in this case as "decoupling"—separating out activities that View Details
Keywords: by Michael Blanding
  • 4 Apr 1998
  • Conference Presentation

Responding to Changing Customer Needs: The Design of a Flexible Development Process

By: Alan MacCormack
Keywords: Customer Satisfaction; Design; Production
Citation
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MacCormack, Alan. "Responding to Changing Customer Needs: The Design of a Flexible Development Process." Paper presented at the INFORMS Annual Meeting, Montreal, April 4, 1998.
  • 2011
  • Book

The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

By: Fred Reichheld and Rob Markey
Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and... View Details
Keywords: Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects
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Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Boston, MA: Harvard Business Review Press, 2011.
  • April 2011
  • Module Note

The Boundaries of Customer Information Systems: Limiting Management Awareness of Strategic Opportunities

By: Francisco de Asis Martinez-Jerez
Keywords: Customers; Information Management; Boundaries; Growth and Development Strategy
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Martinez-Jerez, Francisco de Asis. "The Boundaries of Customer Information Systems: Limiting Management Awareness of Strategic Opportunities." Harvard Business School Module Note 111-102, April 2011.
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