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    • All HBS Web  (2,552)
      • Faculty Publications  (553)

      Customer Value and Value ChainRemove Customer Value and Value Chain →

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      • Article

      Valuing Customers

      By: Sunil Gupta, Donald R. Lehmann and Jennifer A. Stuart
      Keywords: Value; Customers
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      Gupta, Sunil, Donald R. Lehmann, and Jennifer A. Stuart. "Valuing Customers." Journal of Marketing Research (JMR) 41, no. 1 (February 2004): 7–18. (Winner of the 2009 William F. O'Dell award from the Journal of Marketing Research.)
      • 2004
      • Article

      Valuing Customers

      By: Sunil Gupta, Donald R. Lehmann and Jennifer A. Stuart
      Keywords: Value; Customers
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      Gupta, Sunil, Donald R. Lehmann, and Jennifer A. Stuart. "Valuing Customers." Recherche et Applications en Marketing 19, no. 2 (2004).
      • December 2003 (Revised October 2006)
      • Case

      Globalizing the Cost of Capital and Capital Budgeting at AES

      By: Mihir A. Desai and Douglas Kurt Schillinger
      With electricity generating businesses around the world, AES Corp. is seeking a methodology for calculating the cost of capital for its various businesses and potential projects. In the past, AES used the same cost of capital for all of its capital budgeting, but the... View Details
      Keywords: International Finance; Risk Management; Globalized Firms and Management; Cost of Capital; Valuation; Emerging Markets; Foreign Direct Investment; Capital Budgeting; Energy Industry; South America
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      Desai, Mihir A., and Douglas Kurt Schillinger. "Globalizing the Cost of Capital and Capital Budgeting at AES." Harvard Business School Case 204-109, December 2003. (Revised October 2006.)
      • November 2003 (Revised March 2006)
      • Case

      Dow Chemical's Bid for the Privatization of PBB in Argentina

      By: Mihir A. Desai and Alexandra de Royere
      What price should Dow Chemical bid for PBB, a petrochemical complex that is being privatized by the Argentine government? To answer this question, students are forced to consider the role of country risk, the underlying currency exposure of the business, and how to... View Details
      Keywords: Bids and Bidding; Privatization; Credit Derivatives and Swaps; Cash Flow; Emerging Markets; Valuation; Business and Government Relations; Multinational Firms and Management; Risk and Uncertainty; Energy Industry; Argentina
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      Desai, Mihir A., and Alexandra de Royere. "Dow Chemical's Bid for the Privatization of PBB in Argentina." Harvard Business School Case 204-021, November 2003. (Revised March 2006.)
      • November 2003 (Revised March 2004)
      • Case

      Drilling South: Petrobras Evaluates Pecom

      By: Mihir A. Desai and Ricardo Reisen de Pinho
      The Brazilian oil company, Petrobras, is evaluating the acquisition of an Argentine oil company, the Perez Companc Group (Pecom). The acquisition would increase Petrobras' oil reserves and expand its interests outside Brazil, a significant step for the largest company... View Details
      Keywords: Mergers and Acquisitions; Forecasting and Prediction; Financial Crisis; Non-Renewable Energy; Cross-Cultural and Cross-Border Issues; Corporate Governance; Risk Management; Emerging Markets; State Ownership; Performance Evaluation; Risk and Uncertainty; Valuation; Energy Industry; Argentina; Brazil
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      Desai, Mihir A., and Ricardo Reisen de Pinho. "Drilling South: Petrobras Evaluates Pecom." Harvard Business School Case 204-043, November 2003. (Revised March 2004.)
      • September 2003
      • Case

      Valuing a Cross-Border LBO: Bidding on the Yell Group

      By: Mihir A. Desai, Paolo Notarnicola and Mark Veblen
      A team of private equity investors must value the leveraged buyout of a Yellow Pages business that operated in both the United States and the United Kingdom. In the process, they must wrestle with issues of how to conduct cross-border valuations and how to value a... View Details
      Keywords: Leveraged Buyouts; Cash Flow; Private Equity; Cross-Cultural and Cross-Border Issues; Valuation
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      Desai, Mihir A., Paolo Notarnicola, and Mark Veblen. "Valuing a Cross-Border LBO: Bidding on the Yell Group." Harvard Business School Case 204-033, September 2003.
      • 2003
      • Chapter

      Supply-Chain Coordination: How Companies Leverage Information Flows to Generate Value

      By: Susan Kulp, Elie Ofek and Jonathan Whitaker
      Keywords: Supply Chain Management; Cooperation; Information Management; Knowledge Use and Leverage; Knowledge Management; Value Creation
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      Kulp, Susan, Elie Ofek, and Jonathan Whitaker. "Supply-Chain Coordination: How Companies Leverage Information Flows to Generate Value." In The Practice of Supply Chain Management: Where Theory and Application Converge. Vol. 62, edited by Terry P. Harrison, Hau L. Lee, and John J. Neale. International Series in Operations Research & Management Science. Kluwer Academic Publishers, 2003.
      • 2003
      • Conference Paper

      Follow the Money: What Really Drives Technology Innovation in Construction

      By: John D. Macomber
      Technology enthusiasts, academics, and software companies remain concerned about the slow pace of innovation in the construction industry. Tools are widely available that seem to provide eminently sensible and clearly apparent improvement to the process of design and... View Details
      Keywords: Buildings and Facilities; Technological Innovation; Construction; Design; Performance Improvement; Motivation and Incentives; Knowledge Management; Adoption; Business Model; Capital Structure; Supply Chain
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      Macomber, John D. "Follow the Money: What Really Drives Technology Innovation in Construction." Paper presented at the American Society of Civil Engineers, 2003.
      • February 2003 (Revised March 2007)
      • Case

      Internet Customer Acquisition Strategy at Bankinter

      By: Francisco de Asis Martinez-Jerez, V.G. Narayanan and Lisa Brem
      Bankinter, a relatively small Spanish bank, has a large presence as an Internet financial services provider. Leading the way to profitability through the Internet will give Bankinter a major competitive advantage over the larger, more established Spanish banks. Ann... View Details
      Keywords: Customer Relationship Management; Internet and the Web; Activity Based Costing and Management; Customer Value and Value Chain; Banks and Banking; Banking Industry; Spain
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      Martinez-Jerez, Francisco de Asis, V.G. Narayanan, and Lisa Brem. "Internet Customer Acquisition Strategy at Bankinter." Harvard Business School Case 103-021, February 2003. (Revised March 2007.)
      • 2003
      • Book

      The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

      By: James L. Heskett, W. Earl Sasser Jr. and Leonard A. Schlesinger
      Keywords: Value; Profit; Employees; Customers
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      Heskett, James L., W. Earl Sasser Jr., and Leonard A. Schlesinger. The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees. New York: Free Press, 2003.
      • 2003
      • Class Lecture

      Why Customers Matter

      By: W. Earl Sasser Jr.
      Keywords: Customer Value and Value Chain
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      Sasser, W. Earl, Jr. "Why Customers Matter." Boston: Harvard Business School Publishing Class Lecture, 2003. Electronic. (Faculty Lecture: HBSP Product Number 1490C.)
      • November 2002 (Revised November 2006)
      • Case

      Tax-Motivated Film Financing at Rexford Studios

      By: Mihir A. Desai, Gabriel J. Loeb and Mark Veblen
      The head of production for Rexford Studios must analyze the terms and value consequences of an international financing involving a German film fund. The financing involves a sale-leaseback structure where international tax rules give rise to a sizable economic pie that... View Details
      Keywords: International Finance; Financing and Loans; Taxation; Cash Flow; Financial Strategy; Financial Management; Competition; Film Entertainment; Entertainment and Recreation Industry; Entertainment and Recreation Industry; Germany
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      Desai, Mihir A., Gabriel J. Loeb, and Mark Veblen. "Tax-Motivated Film Financing at Rexford Studios." Harvard Business School Case 203-005, November 2002. (Revised November 2006.)
      • October 2002 (Revised December 2003)
      • Case

      eShip-4U

      By: Roy D. Shapiro and Timothy M. Laseter
      eShip is a small Israeli start-up with a potentially exciting new concept for the residential package-delivery value chain--the Automatic Delivery Machine (ADM). Much like today's ubiquitous ATMs, ADMs would allow consumers to have parcels delivered to a nearby ADM... View Details
      Keywords: Business Startups; Business Model; Service Operations; Logistics; Corporate Strategy; Information Technology; Competitive Strategy; Value Creation; Saving; Innovation and Invention; Transportation Industry; Service Industry; Shipping Industry; Israel; United States
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      Shapiro, Roy D., and Timothy M. Laseter. "eShip-4U." Harvard Business School Case 603-076, October 2002. (Revised December 2003.)
      • September 2002 (Revised October 2002)
      • Case

      Corporate Inversions: Stanley Works and the Lure of Tax Havens

      By: Mihir A. Desai, James R. Hines, Jr and Mark Veblen
      In response to Stanley Work's announcement that it is moving to Bermuda--and the associated jump in market value--a major competitor sets out to determine how the market is valuing the consequences of moving to a tax haven and whether his company should invert to a tax... View Details
      Keywords: Financial Management; Taxation; Financial Strategy; Credit Derivatives and Swaps; International Finance; Valuation; Financial Markets; Financial Statements; United States
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      Desai, Mihir A., James R. Hines, Jr, and Mark Veblen. "Corporate Inversions: Stanley Works and the Lure of Tax Havens." Harvard Business School Case 203-008, September 2002. (Revised October 2002.)
      • August 2002
      • Background Note

      Customer Benefit Stack

      By: Das Narayandas
      Describes a process to understand customer benefits created in industrial markets using the metaphor of a customer benefit stack. View Details
      Keywords: Customer Satisfaction; Customer Value and Value Chain; Marketing Strategy; Product Marketing; Manufacturing Industry
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      Narayandas, Das. "Customer Benefit Stack." Harvard Business School Background Note 503-028, August 2002.
      • August 2002 (Revised November 2016)
      • Background Note

      Customer Profitability and Lifetime Value

      By: Elie Ofek
      Introduces the central concepts involved in determining customer lifetime value, with detailed analysis and examples from the realm of direct marketing. Implications for marketing strategy and customer relationship management are briefly discussed. View Details
      Keywords: Customer Value and Value Chain; Customer Relationship Management; Customization and Personalization; Product Marketing; Sales; Marketing Strategy; Management Analysis, Tools, and Techniques; Consumer Products Industry
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      Ofek, Elie. "Customer Profitability and Lifetime Value." Harvard Business School Background Note 503-019, August 2002. (Revised November 2016.)
      • August 2002 (Revised June 2006)
      • Case

      Great Dakota Bank: Online Banking

      By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
      In 2002, Great Dakota Bank's retail division is considering how heavily it should be promoting the company's online banking service. A recent promotional campaign appears to have significantly increased enrollments in online banking, but it is unclear whether the bank... View Details
      Keywords: Banks and Banking; Internet and the Web; Customer Relationship Management; Consumer Behavior; Demand and Consumers; Technological Innovation; Customer Value and Value Chain; Customer Satisfaction; Management; Service Operations; Banking Industry
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      Frei, Frances X., Youngme E. Moon, and Hanna Rodriguez-Farrar. "Great Dakota Bank: Online Banking." Harvard Business School Case 603-011, August 2002. (Revised June 2006.)
      • June 2002
      • Case

      Vans: Skating on Air

      By: Youngme E. Moon and David Kiron
      Vans is best known for selling footwear and apparel to skateboarders, surfers, and other alternative sports athletes. In April 2002, Gary Schoenfeld, the CEO, is facing a number of challenges. With respect to footwear, he must decide what to do about two product lines... View Details
      Keywords: Brands and Branding; Product Launch; Demand and Consumers; Product Development; Value Creation; Apparel and Accessories Industry; Apparel and Accessories Industry; California
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      Moon, Youngme E., and David Kiron. "Vans: Skating on Air." Harvard Business School Case 502-077, June 2002.
      • April 2002
      • Article

      Customers As Innovators: A New Way to Create Value

      By: Stefan Thomke and Eric von Hippel
      Citation
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      Thomke, Stefan, and Eric von Hippel. "Customers As Innovators: A New Way to Create Value." Harvard Business Review 80, no. 4 (April 2002). (Translated into German and reprinted in Harvard Business Manager (July 2002): 51-61.)
      • February 2002 (Revised March 2002)
      • Case

      Customer Profitability and Customer Relationship Management at RBC Financial Group

      By: V.G. Narayanan and Lisa Brem
      The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
      Keywords: Competitive Advantage; Price; Customer Relationship Management; Marketing; Customer Value and Value Chain; Financial Services Industry; Banking Industry; Canada
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      Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group." Harvard Business School Case 102-043, February 2002. (Revised March 2002.)
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