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Show Results For
- All HBS Web
(6,459)
- People (3)
- News (1,340)
- Research (4,137)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,896)
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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
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- Other Unpublished Work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
- 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
- November – December 2010
- Article
Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help
By: F. Gino and L. Pierce
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
- 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
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
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
- June 2013
- Supplement
Olympic Rent-A-Car U.S.: Customer Loyalty Battles, Spreadsheet for Instructors (Brief Case)
By: John Deighton and James T. Kindley
- April 1987
- Supplement
Inland Steel Co. Product Policy, Video 3: Customer and Technical Services
By: Benson P. Shapiro and Lawrence B. Levine
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
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
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
- 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
- March 2013
- Teaching Note
Local Motors: Designed by the Crowd, Built by the Customer (TN)
By: Michael Norton
- 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
- 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
- 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
*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
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
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.