Customization and Personalization - Publications - Faculty & Research

May 1994
Background Note

Segmenting Customers in Mature Industrial Markets: An Application

In mature industrial markets, segmenting customers by size, industry, or product benefits alone rarely is sufficient. Customer behavior regarding trade-offs between price and service also becomes an important criterion. This note offers a framework to enable such... View Details

Keywords: Segmentation; Framework; Consumer Behavior; Marketing Strategy; Industrial Products Industry

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16 May 2011
Research & Ideas

What Loyalty? High-End Customers are First to Flee

Businesses that offer their customers the highest levels of service might like to believe that all their efforts to pamper and please will pay off with an extremely loyal following. “Customers you might... View Details

Keywords: by Julia Hanna

September 7, 2020
Article

Remote Networking as a Person of Color

By: Laura Morgan Roberts and Anthony J. Mayo

In remote work situations, where people cannot rely on impromptu elevator conversations or water cooler chats with coworkers, the answer isn’t to turn inward. In fact, the need for networking is even more important. In particular, our interactions with people whose... View Details

Keywords: Remote Work; Networking; Networks; Interpersonal Communication; Race

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26 Apr 2016
News

When Personalization Leads To Discrimination On AirBnB

2009
Chapter

Creating Superior Customer Value in a Connected World

By: Ranjay Gulati

"In the early twenty-first century, customers are more demanding than ever, and difficult economic times make them all the more so. As customers tighten their wallets and increase their demands, firms face greater pressure to provide superior customer value. Reducing... View Details

Keywords: Customer Satisfaction; Customer Value and Value Chain; Consumer Behavior; Product Design; Social and Collaborative Networks; Value Creation

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May – June 1990
Article

Case of the Complaining Customer (HBR Case Study and Commentary)

By: Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller

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07 Sep 2020
News

Remote Networking as a Person of Color

April 2005
Article

The Quest for Customer Focus

By: Ranjay Gulati and James Oldroyd

Keywords: Customer Focus and Relationships

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06 May 2002
Research & Ideas

A Toolkit for Customer Innovation

"Listen carefully to what your customers want and then respond with new products that meet or exceed their needs." That mantra has dominated many a business, and it... View Details

Keywords: by Stefan Thomke & Eric Von Hippel

March 2006 (Revised September 2006)
Case

Slots, Tables, and All That Jazz: Managing Customer Profitability at the MGM Grand Hotel

By: Dennis Campbell, Francisco de Asis Martinez-Jerez, Marc Epstein and Joshua Bellin

The MGM Grand Hotel in Las Vegas had detailed information on loyal gaming customers, but could its information systems also be tailored to nongaming customers? As the nongaming business sectors became increasingly profitable both at the MGM Grand and in Las Vegas... View Details

Keywords: Games, Gaming, and Gambling; Customer Relationship Management; Customer Value and Value Chain; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Nevada

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2005
Book

Managing Customers as Investments: The Strategic Value of Customers in the Long Run

By: Sunil Gupta and Donald R. Lehmann

Keywords: Management; Customers; Investment; Strategy; Value

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November 2001
Case

Bang Networks-The First Customer (B)

By: Jay O. Light and Mary N. Caravella

Supplements the (A) case. View Details

Keywords: Information Technology Industry; San Francisco

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01 Oct 2020
Video

Wendy Tsu - Product and Customer Discovery - Pain Points

01 Oct 2020
Video

Wendy Tsu - Product and Customer Discovery - Academic Publishing

23 May 2011
News

What Loyalty? High-End Customers are First to Flee

13 Mar 2017
Research & Ideas

Hiding Products From Customers May Ultimately Boost Sales

selling season may cause the customer to pass on buying a product that she really liked, only to find out that she doesn’t like any of the subsequent products either,” Ferreira says. Beyond flash sales and... View Details

Keywords: by Carmen Nobel; Retail; Fashion