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  • November 1990
  • Case

Techsonic Industries, Inc.: Humminbird - New Products

By: Melvyn A. Menezes
After several new product failures, the company began using customer input to help develop new products. In 1989, the fishing electronics industry is experiencing a downturn, and the company's sales and profits are slipping. The company, which has one product line... View Details
Keywords: Customer Value and Value Chain; Marketing Reference Programs; Product Development; Electronics Industry
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Menezes, Melvyn A. "Techsonic Industries, Inc.: Humminbird - New Products." Harvard Business School Case 591-007, November 1990.
  • 02 Sep 2019
  • What Do You Think?

Are Overlooked Forces Shielding the US from Severe Economic Downturns?

dependable distribution with internet-enabled inventory control extending all the way into consumer households and businesses. The result is that inventory value in relation to sales in the United States has fallen by more than 50 percent... View Details
Keywords: by James Heskett; Service
  • January 2001
  • Case

Accrue Software, Inc.

In 2000, Accrue is one of three survivors of the initial consolidation of the Web traffic analysis software industry. However, entry from CRM software providers and consultants, as well as ASPs offering Web analysis services, has introduced new threats to Accrue. Newly... View Details
Keywords: Customer Value and Value Chain; Competitive Advantage; Software; Web Services Industry
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Silverman, Brian S. "Accrue Software, Inc." Harvard Business School Case 701-057, January 2001.
  • 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.
  • January 2025
  • Case

Driving Efficiency and Sustainability at P&G China

By: Feng Zhu, Philip Kuai and Billy Chan
P&G China’s business had reached new heights thanks to the explosive growth of e-commerce in the country, but the rapidly increasing volume of shipments to customers had created operational and environmental challenges in terms of packaging waste, shipping damage, and... View Details
Keywords: Transformation; Customer Value and Value Chain; Environmental Sustainability; E-commerce; Logistics; Product Design; Value Creation; Order Taking and Fulfillment; Supply Chain Management; Consumer Products Industry; China
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Zhu, Feng, Philip Kuai, and Billy Chan. "Driving Efficiency and Sustainability at P&G China." Harvard Business School Case 625-077, January 2025.
  • 12 Sep 2016
  • Research & Ideas

What Brands Can Do to Monitor Factory Conditions of Suppliers

brand-name multinationals that contract out the work. “In a sense, global supply chains are serving a regulatory function, with companies imposing an additional layer of rules and investing resources to enforce them,” says Harvard... View Details
Keywords: by Michael Blanding
  • 17 Jul 2006
  • Lessons from the Classroom

Developing a Strategy for Digital Convergence

successful along the entire vertical chain in a converging world. In the course, we try to dissect where, and under what conditions, you want to focus on horizontal layers in the value View Details
Keywords: by Sean Silverthorne; Computer; Education
  • July–August 2013
  • Article

A Joint Model of Usage and Churn in Contractual Settings

By: Eva Ascarza and Bruce G.S. Hardie
As firms become more customer-centric, concepts such as customer equity come to the fore. Any serious attempt to quantify customer equity requires modeling techniques that can provide accurate multiperiod forecasts of customer behavior. Although a number of researchers... View Details
Keywords: Churn; Retention; Contractual Settings; Access Services; Hidden Markov Models; RFM; Latent Variable Models; Customer Value and Value Chain; Consumer Behavior
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Ascarza, Eva, and Bruce G.S. Hardie. "A Joint Model of Usage and Churn in Contractual Settings." Marketing Science 32, no. 4 (July–August 2013): 570–590.
  • 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.)
  • 28 Nov 2006
  • Other Presentation

Value-Based Competition in Health Care: Issues for Singapore

By: Michael E. Porter
This presentation draws Michael E. Porter and Elizabeth Olmsted Teisberg: Redefining Health Care: Creating Value-Based Competition on Results, Harvard Business School Press, May 2006. Earlier publications about health care include the Harvard Business Review... View Details
Keywords: Integration; Competition; Customer Value and Value Chain; Insurance; Health Care and Treatment; Health Industry; Singapore
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Porter, Michael E. "Value-Based Competition in Health Care: Issues for Singapore." Lee Kuan Yew School of Public Policy, Singapore, November 28, 2006.
  • 08 Jul 2002
  • Research & Ideas

How to Fashion Your New E-Business Model

the value chain framework to define the set of activities through which products and services are created and delivered to customers.6 Once activities are defined, it is then possible to analyze the... View Details
Keywords: by Lynda M. Applegate
  • 18 Jun 2001
  • Research & Ideas

Tech Investment the Wise Way

the offering, given the value proposition and value chain structure chosen; describe the position of the firm within the value network linking... View Details
Keywords: by Henry Chesbrough & Richard S. Rosenbloom
  • December 2009
  • Article

Closing the Customer Feedback Loop

By: Rob Markey, Fred Reichheld and Andreas Dullweber
Realizing that customer retention is more critical than ever, companies have ramped up their efforts to listen to customers. But many struggle to convert their findings into practical prescriptions for customer-facing employees. Some companies are addressing that... View Details
Keywords: Customer Centric Initiative; Customer Satisfaction; Customer Focus and Relationships; Customer Value and Value Chain
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Markey, Rob, Fred Reichheld, and Andreas Dullweber. "Closing the Customer Feedback Loop." Harvard Business Review 87, no. 12 (December 2009): 43–47.
  • July 1996
  • Case

Williams-Sonoma, Inc.--1990

By: Nancy F. Koehn and Michael Dearing
Howard Lester, chairman and CEO, has just completed a second offering of common stock in Williams-Sonoma, Inc. ($218.2 million 1989 sales). Having targeted $500 million in retail sales, Lester's challenge is to: 1) prioritize growth investments in five existing catalog... View Details
Keywords: Corporate Strategy; Alignment; Customer Value and Value Chain; Competitive Strategy; Retail Industry
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Koehn, Nancy F., and Michael Dearing. "Williams-Sonoma, Inc.--1990." Harvard Business School Case 797-019, July 1996.
  • 07 Aug 2012
  • First Look

First Look: August 7

experiment to measure the value of shareholder proxy access. We find that firms that would have been most vulnerable to proxy access, as measured by institutional ownership and activist institutional ownership in particular, lost View Details
Keywords: Sean Silverthorne
  • 12 Mar 2018
  • Op-Ed

Op-Ed: Why BlackRock CEO Larry Fink Is Not a Socialist

cost-cutting; in fact, cutting infrastructure, supply chain costs, and excess expenses should be done all the time, in good times and bad. This is the approach used by ExxonMobil as it has been one of the greatest View Details
Keywords: by Bill George; Banking
  • June 2022
  • Case

Zalando: Becoming the Starting Point for Fashion

By: Antonio Moreno, Leela Nageswaran, Emilie Billaud and Federica Gabrieli
Born in 2008 as a small startup selling flip flops, by mid-2021 Zalando had turned into an online fashion company with an assortment of more than 4,500 international brands, 45 million active customers, and a presence in 23 European markets. An essential component in... View Details
Keywords: Transition; Customer Value and Value Chain; Digital Platforms; Distribution; Order Taking and Fulfillment; Infrastructure; Logistics; Service Operations; Strategy; Business Strategy; Fashion Industry; Apparel and Accessories Industry; Beauty and Cosmetics Industry; Distribution Industry; Retail Industry; Service Industry; Shipping Industry; Technology Industry; Europe
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Moreno, Antonio, Leela Nageswaran, Emilie Billaud, and Federica Gabrieli. "Zalando: Becoming the Starting Point for Fashion." Harvard Business School Case 622-070, June 2022.
  • 02 Apr 2008
  • Research & Ideas

Four Companies that Conquered America

retailer, to enter the U.S. market with the new Fresh & Easy chain of discount grocery stores. Avoiding geographies where Wal-Mart is entrenched, Tesco has so far opened 50 stores in the growth markets of California, Nevada, and... View Details
Keywords: by John Quelch
  • 12 Jun 2006
  • Research & Ideas

The Promise of Channel Stewardship

Most company distribution systems are designed ad-hoc when needed, and serve neither value chain partners nor end users well—just look at the frustrating new-car buying process set up by American auto... View Details
Keywords: by V. Kasturi Rangan & Marie Bell; Consumer Products
  • November 2019 (Revised September 2022)
  • Case

TripAdvisor: An Itinerary for Growth

By: Jeffrey F. Rayport, Spencer Rascoff and Susie L. Ma
In 2019, TripAdvisor was one of the best-known and most-trafficked online travel sites. For nearly 20 years, its founder and CEO Steve Kaufer had steered TripAdvisor through many phases of growth and profitability, but recently the company’s growth had started to slow.... View Details
Keywords: Business Growth and Maturation; Decision Making; Business or Company Management; Growth Management; Innovation and Invention; Brands and Branding; Operations; Customer Value and Value Chain; Information Technology; Travel Industry; Massachusetts
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Rayport, Jeffrey F., Spencer Rascoff, and Susie L. Ma. "TripAdvisor: An Itinerary for Growth." Harvard Business School Case 820-039, November 2019. (Revised September 2022.)
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