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Publications

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  • All HBS Web  (120,196)
    • Faculty Publications  (553)

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    • All HBS Web  (120,196)
      • Faculty Publications  (553)

      Customer Focus and RelationshipsRemove Customer Focus and Relationships →

      ← Page 22 of 553 Results →
      • February 2002 (Revised April 2002)
      • Case

      Chengwei Ventures and the hdt* Investment

      By: G. Felda Hardymon, Josh Lerner and Ann Leamon
      Bo Feng, cofounder and principal in Chengwei Ventures, one of the first sovereign venture capital firms in China, is trying to decide on the proper business model for hdt, the product of a merger between two portfolio companies. This case discusses the best way for the... View Details
      Keywords: Venture Capital; Mergers and Acquisitions; Customer Relationship Management; Sovereign Finance; Management Analysis, Tools, and Techniques; Entrepreneurship; Internet and the Web; Applications and Software; Markets; Business Model; Financial Services Industry; China
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      Hardymon, G. Felda, Josh Lerner, and Ann Leamon. "Chengwei Ventures and the hdt* Investment." Harvard Business School Case 802-089, February 2002. (Revised April 2002.)
      • 2002
      • Case

      Creating the Customer-Centric Team: Coordinating Sales and Marketing

      By: Benson P. Shapiro
      Keywords: Marketing; Groups and Teams; Sales; Customer Focus and Relationships
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      Shapiro, Benson P. "Creating the Customer-Centric Team: Coordinating Sales and Marketing." Harvard Business School Publishing Case, 2002. (Note #9-999-006.)
      • 2002
      • Article

      Personalization and Personality: Some Effects of Customizing Message Style Based on Consumer Personality

      By: Youngme Moon
      Keywords: Identity; Customers; Customer Focus and Relationships
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      Moon, Youngme. "Personalization and Personality: Some Effects of Customizing Message Style Based on Consumer Personality." Journal of Consumer Psychology 12, no. 4 (2002): 313–326.
      • November 2001 (Revised October 2017)
      • Case

      GuestFirst Hotel (A): Customer Loyalty

      By: Frances X. Frei and Dennis Campbell
      Provides a hotel context in which to explore the link between customer loyalty and financial performance, using four years of hotel data. Challenges students to find the extent of the relationship between loyalty and performance. View Details
      Keywords: Motivation and Incentives; Mathematical Methods; Finance; Performance; Relationships; Customer Focus and Relationships; Data and Data Sets; Accommodations Industry
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      Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (A): Customer Loyalty." Harvard Business School Case 602-099, November 2001. (Revised October 2017.)
      • November 2001 (Revised September 2002)
      • Case

      International Management Group (IMG)

      By: Bharat N. Anand and Kate Attea
      In 2001, International Management Group (IMG) is the dominant company in the sports management industry. Its founder and CEO, Mark McCormack, is credited with having created the industry of sports management in the early 1960s. Over the next 40 years, IMG's expansion... View Details
      Keywords: Customer Focus and Relationships; Finance; Organizational Structure; Planning; Relationships; Conflict of Interests; Competition; Corporate Strategy; Expansion; Sports Industry
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      Anand, Bharat N., and Kate Attea. "International Management Group (IMG)." Harvard Business School Case 702-409, November 2001. (Revised September 2002.)
      • October 2001 (Revised October 2017)
      • Supplement

      Pilgrim Bank (B): Customer Retention

      By: Frances X. Frei and Dennis Campbell
      Supplements the (A) case. View Details
      Keywords: Customer Relationship Management; Banking Industry
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      Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (B): Customer Retention." Harvard Business School Supplement 602-095, October 2001. (Revised October 2017.)
      • September 2001 (Revised August 2004)
      • Case

      Rapid Rewards at Southwest Airlines

      By: Frances X. Frei and Corey B. Hajim
      Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical... View Details
      Keywords: Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry
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      Frei, Frances X., and Corey B. Hajim. "Rapid Rewards at Southwest Airlines." Harvard Business School Case 602-065, September 2001. (Revised August 2004.)
      • September 2001 (Revised July 2002)
      • Case

      Fraud Prevention at Omni Bank

      By: Frances X. Frei and Hanna Rodriguez-Farrar
      Omni Bank is undergoing a merger and has two important decisions ahead. First, should it enforce the use of its model-driven approach to interacting with customers at the recently acquired Friends Savings and Loan branches. Friends has a culture of personal touch with... View Details
      Keywords: Mergers and Acquisitions; Business Model; Crime and Corruption; Customer Relationship Management; Decisions; Banks and Banking; Banking Industry
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      Frei, Frances X., and Hanna Rodriguez-Farrar. "Fraud Prevention at Omni Bank." Harvard Business School Case 602-068, September 2001. (Revised July 2002.)
      • summer 2001
      • Article

      Branding Means Connecting

      By: Nancy F. Koehn
      Keywords: Brands and Branding; Customer Relationship Management
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      Koehn, Nancy F. "Branding Means Connecting." New Business: Entrepreneurial Pursuits at Harvard Business School (summer 2001).
      • April 2001
      • Teaching Note

      first direct (A) TN

      By: Jeffrey F. Rayport, Michelle Toth and William A. Sahlman
      Teaching Note for (9-897-079). For book only - not listed on case. View Details
      Keywords: Customer Focus and Relationships; Information Technology; Customer Satisfaction; Business Model; Banking Industry; United Kingdom
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      Rayport, Jeffrey F., Michelle Toth, and William A. Sahlman. "first direct (A) TN." Harvard Business School Teaching Note 901-033, April 2001.
      • March 2001 (Revised May 2001)
      • Case

      &Samhoud Service Management

      By: Thomas J. DeLong, Ashish Nanda and Monica Mullick
      &Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain. View Details
      Keywords: Mission and Purpose; Management Practices and Processes; Customer Focus and Relationships; Customer Relationship Management; Consulting Industry; Netherlands
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      DeLong, Thomas J., Ashish Nanda, and Monica Mullick. "&Samhoud Service Management." Harvard Business School Case 801-398, March 2001. (Revised May 2001.)
      • 2001
      • Book

      Brand New: How Entrepreneurs Earned Consumers' Trust From Wedgwood to Dell

      By: Nancy F. Koehn
      Keywords: Customer Focus and Relationships
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      Koehn, Nancy F. Brand New: How Entrepreneurs Earned Consumers' Trust From Wedgwood to Dell. Boston: Harvard Business School Press, 2001.
      • February 2001 (Revised June 2002)
      • Case

      Customer Value Measurement at Nortel Networks--Optical Networks Division

      By: Das Narayandas
      Since 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices to increase customer value. Over the years, key process owners in various parts of the organization have become... View Details
      Keywords: Business Divisions; Customer Focus and Relationships; Customer Satisfaction; Management Teams; Marketing Strategy; Value Creation; Telecommunications Industry
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      Narayandas, Das. "Customer Value Measurement at Nortel Networks--Optical Networks Division." Harvard Business School Case 501-050, February 2001. (Revised June 2002.)
      • February 2001 (Revised September 2005)
      • Case

      Howard Schultz and Starbucks Coffee Company

      By: Nancy F. Koehn
      Investigates the entrepreneur's strategic initiatives to develop a mass market for specialty coffee in the 1980s and 1990s. These initiatives included the development of premium products, rapid expansion of company-owned stores--each with attractive retail environments... View Details
      Keywords: Entrepreneurship; Groups and Teams; Brands and Branding; Growth Management; Employee Relationship Management; Consumer Behavior; Organizational Design; Leadership Style; Customer Relationship Management; Competitive Advantage; Vertical Integration; Food and Beverage Industry
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      Koehn, Nancy F. "Howard Schultz and Starbucks Coffee Company." Harvard Business School Case 801-361, February 2001. (Revised September 2005.)
      • February 2001 (Revised October 2002)
      • Background Note

      Entrepreneurial History: A Conceptual Overview

      By: Nancy F. Koehn
      Analyzes HBS cases on five entrepreneurs and the companies they built: Josiah Wedgwood, Henry Heinz, Marshall Field, Howard Schultz of Starbucks, and Michael Dell. These five cases and their accompanying teaching notes comprise a course module on entrepreneurial... View Details
      Keywords: Transition; Demand and Consumers; Competition; Business History; Entrepreneurship; Customer Focus and Relationships; Business Strategy; Society
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      Koehn, Nancy F. "Entrepreneurial History: A Conceptual Overview." Harvard Business School Background Note 801-368, February 2001. (Revised October 2002.)
      • November 2000 (Revised April 2001)
      • Case

      CMR Enterprises

      By: Das Narayandas and Mary N. Caravella
      Sam Marcus recently purchased a small cabinet-making company, and is looking for dramatic growth. The company competes in commercial and residential construction markets; shortly after the acquisition, the company gains a large new residential customer. The case traces... View Details
      Keywords: Acquisition; Customer Relationship Management; Entrepreneurship; Leadership; Marketing Strategy; Performance Evaluation; Relationships; Segmentation; Construction Industry
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      Narayandas, Das, and Mary N. Caravella. "CMR Enterprises." Harvard Business School Case 501-012, November 2000. (Revised April 2001.)
      • November 2000 (Revised June 2010)
      • Case

      Bush Boake Allen

      By: Stefan H. Thomke and Ashok Nimgade
      Bush Boake Allen, a flavor and fragrance firm, is considering strategic options that would integrate customers into its innovation process via a potentially disruptive Internet-based technology. As this approach could result in dramatic changes to the firm's business... View Details
      Keywords: Customer Focus and Relationships; Disruptive Innovation; Technological Innovation; Management Teams; Product Design; Organizational Change and Adaptation; Conflict Management; Internet; Chemical Industry
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      Thomke, Stefan H., and Ashok Nimgade. "Bush Boake Allen." Harvard Business School Case 601-061, November 2000. (Revised June 2010.)
      • 2000
      • Chapter

      Strategies of Consumer Group Mobilization

      By: Gunnar Trumbull
      Keywords: Customer Relationship Management; Consumer Behavior; Marketing Strategy; Groups and Teams
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      Trumbull, Gunnar. "Strategies of Consumer Group Mobilization." In Material Politics: The State and Consumer Society, edited by Martin Daunton and Matthew Hilton. Oxford: Berg, 2000.
      • October 2000 (Revised November 2005)
      • Case

      Hilton HHonors Worldwide: Loyalty Wars

      By: John A. Deighton and Stowe Shoemaker
      Hilton Hotels regards the frequent guest program as the industry's most important marketing tool, directing marketing efforts at the heavy user. What is Hilton to do then, when a competitor ups the ante? This case illustrates the economics of frequency marketing in... View Details
      Keywords: Customer Relationship Management; Decision Choices and Conditions; Brands and Branding; Competitive Strategy; Accommodations Industry
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      Deighton, John A., and Stowe Shoemaker. "Hilton HHonors Worldwide: Loyalty Wars." Harvard Business School Case 501-010, October 2000. (Revised November 2005.) (request a courtesy copy.)
      • October 2000 (Revised December 2002)
      • Background Note

      Note on Customer Management

      By: Das Narayandas
      Describes a process for managing customers for profit. View Details
      Keywords: Customer Relationship Management; Customer Value and Value Chain; Value
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      Narayandas, Das. "Note on Customer Management." Harvard Business School Background Note 501-044, October 2000. (Revised December 2002.)
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