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Show Results For
- All HBS Web
(6,237)
- People (3)
- News (1,343)
- Research (4,141)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,872)
- 20 May 2019
- Research & Ideas
Activist CEOs Are Rising Up—and Their Customers Are Listening
When former Starbucks CEO Howard Schultz announced earlier this year he was thinking about running for president of the United States, it wasn’t a new idea. Past CEOs seeking the White House have included Carly Fiorina, Ross Perot, Herman Cain, Steve Forbes, Mitt... View Details
Keywords: by Michael Blanding
- 20 Jul 2016
- News
To Increase Sales, Get Customers to Commit a Little at a Time
- May 2007 (Revised March 2008)
- Background Note
Basic Techniques for the Analysis of Customer Information Using Excel 2003: A Step-by-Step Approach
By: Francisco de Asis Martinez-Jerez
Provides a set of easy, step-by-step guides for some analytical techniques that are useful in the analysis of cases discussed in the course "Competing and Winning Through Customer Information (CWCI)". The instructions that follow use datasets from three of the cases in... View Details
Martinez-Jerez, Francisco de Asis. "Basic Techniques for the Analysis of Customer Information Using Excel 2003: A Step-by-Step Approach." Harvard Business School Background Note 107-073, May 2007. (Revised March 2008.)
- 30 Sep 2002
- Research & Ideas
Use the Psychology of Pricing To Keep Customers Returning
Buyers are more apt to use a product right after they purchase it, a fact you need to ponder as you consider how to keep customers coming back for more. In this e-mail interview with HBS Working Knowledge's Manda Mahoney, Harvard Business... View Details
Keywords: by Manda Mahoney
- 2007
- Blog
Harvard Business Online—Marketing Know:How: How to Be a Customer
By: John A. Quelch
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.
- 18 May 2022
- Research & Ideas
Are Banks the ‘Bad Guys’? Overdraft Fees Are Crushing Low-Income Customers
Payday lenders have long been cast as villains for charging consumers sky-high interest rates, leaving borrowers who live paycheck to paycheck struggling to repay loans. But conventional banks are just as guilty of using fees to penalize consumers, hurting low-income... View Details
- TeachingInterests
Executive Education: Leading Growth through Customer Centricity — India
By: Rajiv Lal
Establishing a strategic advantage in India's highly competitive marketplace requires a systemic shift in focus—away from selling products and toward meeting the needs of customers. But how many companies are prepared to carry out such fundamental change? By... View Details
- 2007
- Blog
Harvard Business Online—Marketing Know:How: Customers Demand and Deserve Respect
By: John A. Quelch
Quelch, John A. "Customers Demand and Deserve Respect." Harvard Business Online—Marketing Know:How (blog). December 17, 2007. https://hbr.org/2007/12/what-i-learned-from-you-2/.
- 31 Mar 2023
- News
What Is the Optimal Pattern of a Customer Journey?
- 2003
- Book
How Customers Think: Essential Insights into the Mind of the Markets
By: Gerald Zaltman
Zaltman, Gerald. How Customers Think: Essential Insights into the Mind of the Markets. Boston: Harvard Business School Press, 2003.
- September 2005 (Revised February 2007)
- Supplement
Angels and Devils: Best Buy's New Customer Approach (B)
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.)
- 2004
- Book
Collaborative Customer Relationship Management: Taking CRM to the Next Level
By: Alexander H. Kracklauer, Daniel Quinn Mills and Dirk Seifert
Kracklauer, Alexander H., Daniel Quinn Mills, and Dirk Seifert. Collaborative Customer Relationship Management: Taking CRM to the Next Level. Berlin: Springer-Verlag, 2004.
- June 2002
- Teaching Note
Customer Value Measurement at Nortel Networks-Optical Networks Division, TN
By: Das Narayandas
Teaching Note for (9-501-050). View Details
Keywords: Telecommunications Industry
- March – April 2008
- Article
Customer Preference Discontinuities: A Trigger for Radical Technological Change
By: Mary Tripsas
What factors cause a mature industry to re-enter a period of technological turbulence? This paper addresses this question by developing a model of technological evolution that incorporates both technological trajectories and a new concept: preference trajectories, ... View Details
Keywords: History; Technology; Transition; Consumer Behavior; Industry Structures; Product Development
Tripsas, Mary. "Customer Preference Discontinuities: A Trigger for Radical Technological Change." Managerial and Decision Economics 29 (March–April 2008): 79–97.
- 13 Mar 2019
- News
Washington banks try to lure customers with stylish branches
- 06 Mar 2017
- News
To Motivate Employees, Show Them How They’re Helping Customers
- 07 Dec 2016
- News
Anomalie Cuts the Markups Out of Custom Wedding Dresses
- 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
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.)