Customization and Personalization - Publications - Faculty & Research

April 1987
Supplement

Inland Steel Co. Product Policy, Video 3: Customer and Technical Services

By: Benson P. Shapiro and Lawrence B. Levine

21 Mar 2018
Blog Post

Telling Your Story: How to Create a Powerful Personal Digital Brand

There are many ways one may define a "personal brand," but for Sasha Grinshpun, an HBS career coach and the founder/principal of Sasha360 and Talent Mosaic, there is one unmistakable sign of... View Details

May 16, 2016
Article

Food Safety Economics: The Cost of a Sick Customer

By: Dina Gerdeman and John A. Quelch

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 first-ever quarterly loss... View Details

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21 Feb 2017
News

It is NOT the Year of the Customer

September 2024
Supplement

Assessing the Value of Unifying and De-Duplicating Customer Data Spreadsheet Supplement

By: Elie Ofek

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02 Oct 2017
News

Introvert Or Extrovert? Here’s Another Way To Think About Your Personality

February 2008
Case

Campbell Soup Company: Selling Channel Innovation to Customers

Campbell Soup, like most food manufacturers, faced grocery chain and wholesale demand for its goods driven by Campbell's own promotional pricing structure rather than retail consumer demand. Former policies to encourage overstock created huge swings in production and... View Details

Keywords: Information Technology; Distribution Channels; Order Taking and Fulfillment; Food and Beverage Industry; Food and Beverage Industry

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September 2002 (Revised January 2013)
Case

Siebel Systems: Organizing for the Customer

By: Robert Simons and Antonio Davila

Siebel Systems is one of the fastest growing companies in America. Tom Siebel, the company's founder, has organized the business to accommodate growth and focus on the customer. Innovative information technology systems and clear accountability prove to be essential to... View Details

Keywords: Organizational Structure; Applications and Software; Business Growth and Maturation; Information Technology; Performance Evaluation; Performance Expectations; Innovation and Management; Technological Innovation; Customer Focus and Relationships; Management Teams; Information Technology Industry; North and Central America

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October 2010 (Revised November 2010)
Background Note

Plavix: Drugs in the Age of Personalized Medicine

By: Richard G. Hamermesh, Mara G. Aspinall and Rachel Gordon

PIavix, one of the world's best selling drugs in 2010, appears to have a limited future. Its patent was due to expire soon, and recently new data had been discovered that indicated that a small subset of the population would be at risk for stroke, heart attack, or even... View Details

Keywords: Health Care and Treatment; Product Positioning; Business and Government Relations; Genetics; Competitive Strategy; Pharmaceutical Industry

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Video

2019 G&WS: Dolly Chugh Presents, "The Person You Mean To Be"

2024
Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno

The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details

Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America

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March 2011
Exercise

Customer Intelligence Advantage: Module 2 Assignment

By: F. Asis Martinez Jerez

This exercise directs students to analyze a customer-centric firm by first understanding the elements that characterize a customer-centric organization, then by capturing and comparing this firm's approach to customer-centricity. Students interview three levels in the... View Details

Keywords: Business Units; Customer Focus and Relationships; Customer Satisfaction; Employees; Knowledge Sharing; Knowledge Use and Leverage; Leadership; Competitive Advantage

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19 Jan 2012
News

What's Your Story? How Personal Narratives Impact Leadership

November 2008
Article

What Is a Free Customer Worth?

By: Sunil Gupta and Carl F. Mela

Keywords: Customers

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June 2019
Teaching Note

California Closets: Organizing the Customer Experience

By: Boris Groysberg and Aldo Sesia

Teaching Note for HBS No. 419-004. View Details

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January–February 1997
Article

The Coming Battle for Customer Information

By: John Hagel III and Jeffrey F. Rayport

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2009
Article

Big Five Personality Factors, Hardiness, and Social Judgment as Predictors of Leader Performance

By: Scott Snook, Paul T. Bartone, Jarie Eid, Bjorn Helge Johnsen and Jon Christian Laberg

Keywords: Judgments; Leadership; Performance; Society

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2016
Book

Finding Purpose: Environmental Stewardship as a Personal Calling

By: Andrew J. Hoffman

Both thoughtful and thought-provoking, Finding Purpose aims to challenge our understanding of how humanity interacts with planet Earth, and our role within this. This book is an invitation: would you like to participate in one of the most important projects of... View Details

Keywords: Environmental Sustainability; Ethics; Society; Mission and Purpose; Natural Environment

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24 Mar 2017
News

Personalizing the Path to Professional Success for Women

The business launched in March 2016 and has found clients among a diverse population of women and companies that cross all industries and geographies, says Skeete Tatum. The... View Details

October 2023
Case

Kevin O'Leary: Building a Brand in Shark-infested Waters

By: Reza Satchu and Patrick Sanguineti

For more than fifteen years, successful Canadian entrepreneur and investor Kevin O’Leary had developed his brand into a global powerhouse. Since his first appearance on the Canadian television program Dragons’ Den in 2006 and his meteoric rise to stardom through the... View Details

Keywords: Personal Brand; Crisis; Brands and Branding; Entrepreneurship; Crisis Management; Social Media; Public Opinion; Power and Influence; Financial Services Industry

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