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  • All HBS Web  (6,269)
    • People  (3)
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  • April 1994
  • Supplement

Mark Kaufman and 3 Strikes Custom Design (C)

By: Howard H. Stevenson
Citation
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Stevenson, Howard H. "Mark Kaufman and 3 Strikes Custom Design (C)." Harvard Business School Supplement 394-196, April 1994.
  • December 1987 (Revised June 1989)
  • Case

Mark Kaufman and 3 Strikes Custom Design (A)

By: Howard H. Stevenson
Citation
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Related
Stevenson, Howard H. "Mark Kaufman and 3 Strikes Custom Design (A)." Harvard Business School Case 388-068, December 1987. (Revised June 1989.)
  • 19 Feb 2019
  • News

Avoid disruption and create new value for customers

  • 01 Nov 2022
  • News

Let's Protect Our Frontline Workers from Rude Customers

  • 30 Jul 2021
  • News

What’s the Right Customer Experience for Your Brand?

  • 20 Aug 2020
  • Working Paper Summaries

Can Shared Service Delivery Increase Customer Engagement? A Study of Shared Medical Appointments

Keywords: by Ryan W. Buell, Kamalini Ramdas, and Nazlı Sönmez; Health
  • 19 Oct 2010
  • Working Paper Summaries

The Impact of Supply Learning on Customer Demand: Model and Estimation Methodology

Keywords: by Nathan Craig, Nicole DeHoratius & Ananth Raman; Apparel & Accessories; Fashion
  • 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.)
  • 22 Feb 2011
  • News

Why Your Best Customers Might be First to Flee

  • 23 Mar 2023
  • News

Should You Share AI-Driven Customer Insights with Your Customers?

  • 06 Jan 2021
  • News

Blockchain Is Changing How Companies Can Engage with Customers

Keywords: Blockchain
  • 16 May 2016
  • HBS Case

Food Safety Economics: The Cost of a Sick Customer

Chipotle Mexican Grill’s ongoing struggle to win customers back months after a contaminated food crisis highlights the challenges companies face with keeping food safe. Chipotle has seen its shares tumble and recently reported its... View Details
Keywords: by Dina Gerdeman; Food & Beverage
  • September 2005 (Revised February 2007)
  • Supplement

Angels and Devils: Best Buy's New Customer Approach (B)

By: Anita Elberse, John T. Gourville and Das Narayandas
Keywords: Customer Relationship Management; Electronics Industry; Retail Industry
Citation
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Elberse, Anita, John T. Gourville, and Das Narayandas. "Angels and Devils: Best Buy's New Customer Approach (B)." Harvard Business School Supplement 506-008, September 2005. (Revised February 2007.)
  • 20 Jul 2016
  • News

To Increase Sales, Get Customers to Commit a Little at a Time

  • July 2008
  • Teaching Note

Hilton Hotels: Brand Differentiation through Customer Relationship Management (TN)

By: Lynda M. Applegate, Gabriele Piccoli and Chekitan Dev
Teaching Note for [809029]. View Details
Keywords: History; Strategy; Customer Relationship Management; Information Technology; System; Privatization; Brands and Branding; Accommodations Industry
Citation
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Applegate, Lynda M., Gabriele Piccoli, and Chekitan Dev. "Hilton Hotels: Brand Differentiation through Customer Relationship Management (TN)." Harvard Business School Teaching Note 809-030, July 2008.
  • December 2009 (Revised July 2010)
  • Teaching Note

Jones Lang LaSalle: Reorganizing around the Customer (2005) (TN)

By: Ranjay Gulati, Lucia Menzer Marshall and Patrick Cullen
Teaching Note for [410007]. View Details
Keywords: Restructuring; Customers
Citation
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Gulati, Ranjay, Lucia Menzer Marshall, and Patrick Cullen. "Jones Lang LaSalle: Reorganizing around the Customer (2005) (TN)." Harvard Business School Teaching Note 410-069, December 2009. (Revised July 2010.)
  • 2007
  • Blog

Harvard Business Online—Marketing Know:How: How to Be a Customer

By: John A. Quelch
Citation
Read Now
Related
Quelch, John A. "How to Be a Customer." Harvard Business Online—Marketing Know:How (blog). September 18, 2007. http://hbswk.hbs.edu/item/how-to-be-a-customer.
  • 2005
  • Working Paper

Customer Preference Discontinuities: A Trigger for Radical Technological Change

Citation
Related
Tripsas, Mary. "Customer Preference Discontinuities: A Trigger for Radical Technological Change." Harvard Business School Working Paper, No. 02-028, March 2005.
  • February 1982
  • Case

MCI Telecommunications Corp. (B): Customer Service Strategy and Organization

By: John F. Cady and Frank V. Cespedes
Keywords: Customer Relationship Management; Customer Focus and Relationships; Strategy; Telecommunications Industry
Citation
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Cady, John F., and Frank V. Cespedes. "MCI Telecommunications Corp. (B): Customer Service Strategy and Organization." Harvard Business School Case 582-108, February 1982.
  • October 1994 (Revised March 1999)
  • Case

Ritz-Carlton: Using Information Systems to Better Serve the Customer

By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are... View Details
Keywords: Competency and Skills; Customer Satisfaction; Training; Recruitment; Service Delivery; Supply Chain Management; Luxury; Balance and Stability; Information Technology
Citation
Educators
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Related
Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)
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