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Show Results For
- All HBS Web
(6,278)
- People (3)
- News (1,338)
- Research (4,173)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,909)
- April 1987
- Supplement
Inland Steel Co. Product Policy, Video 3: Customer and Technical Services
By: Benson P. Shapiro and Lawrence B. Levine
Shapiro, Benson P., and Lawrence B. Levine. "Inland Steel Co. Product Policy, Video 3: Customer and Technical Services." Harvard Business School Video Supplement 887-541, April 1987.
- 11 Jul 2023
- News
To Get Better Customer Data, Build Feedback Loops into Your Products
- June 2016
- Teaching Note
Filene's Basement: Inside a Fired Customer's Relationship
By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
- November – December 2010
- Article
Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help
By: F. Gino and L. Pierce
Gino, F., and L. Pierce. "Robin Hood under the Hood: Wealth-based Discrimination in Illicit Customer Help." Organization Science 21, no. 6 (November–December 2010): 1176–1194.
- 2007
- Chapter
Fighting AIDS, Fighting Poverty: Customer Centric Marketing in the Generic Antiretroviral Business
By: Rohit Deshpandé and Zoe Chance
Keywords: Health Disorders; Poverty; Product Marketing; Customers; Pharmaceutical Industry; Biotechnology Industry
Deshpandé, Rohit, and Zoe Chance. "Fighting AIDS, Fighting Poverty: Customer Centric Marketing in the Generic Antiretroviral Business." In Business Solutions for the Global Poor: Creating Social and Economic Value, edited by V. Kasturi Rangan, John A. Quelch, Gustavo Herrero, and Brooke Barton. John Wiley & Sons, 2007.
- November 1998
- Article
Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation
By: N. Narayandas
Narayandas, N. "Measuring and Managing the Benefits of Customer Retention: An Empirical Investigation." Journal of Service Research 1, no. 2 (November 1998).
- 10 Aug 2015
- Research & Ideas
Why a Federal Rule on CEO Pay Disclosure May Get You In Trouble With Customers
Here's a tip for companies looking to woo customers away from the competition: Besides advertising fair prices for your products, try advertising fair wages for your employees. Recent research from Harvard Business School indicates that... View Details
- 4 Apr 1998
- Conference Presentation
Responding to Changing Customer Needs: The Design of a Flexible Development Process
By: Alan MacCormack
- 2021
- Working Paper
If Customer Relationships Matter, Why Do Businesses Play Tricks with Their Prices?
By: Julia von Schuckmann, Marco Bertini and Ann Kronrod
- 2005
- Book
Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing
Rayport, Jeffrey F., and Bernard J. Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Boston, MA: Harvard Business School Press, 2005.
- fall 1996
- Article
Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Managers
By: Roger Hallowell, Leonard A. Schlesinger and Jeffrey Zornitsky
- Article
Putting the 'Relationship' Back into CRM
By: Susan Fournier and Jill Avery
Many managers think that the way to capture value through relationship marketing is to focus on the 'good' customers and get rid of the 'bad' ones. But there is a lot more to best practice relationship management than maximizing revenues on individual customers and... View Details
Keywords: Marketing; CRM; Customer Relationship Management; Brand Building; Brand Management; Customer Lifetime Value; Customer Focus and Relationships; Customer Satisfaction; Marketing Strategy; Brands and Branding; Consumer Products Industry
Fournier, Susan, and Jill Avery. "Putting the 'Relationship' Back into CRM." MIT Sloan Management Review 52, no. 3 (Spring 2011): 63–72.
- April 2011
- Module Note
The Boundaries of Customer Information Systems: Limiting Management Awareness of Strategic Opportunities
By: Francisco de Asis Martinez-Jerez
Martinez-Jerez, Francisco de Asis. "The Boundaries of Customer Information Systems: Limiting Management Awareness of Strategic Opportunities." Harvard Business School Module Note 111-102, April 2011.
- 08 May 2015
- News
Prestige brands can expand their reach—and make their core customers proud
Managing symbolic and exclusive brands involves an inherent tradeoff. Managers seek to generate growth by extending the customer base to new segments and markets. Yet increased popularity can dilute the exclusivity of the brand in the... View Details
- March 2021 (Revised August 2022)
- Case
Seeding and Selling Asana
By: Jeffrey F. Rayport, Susie Ma and Amram Migdal
In December 2019, Oliver Jay, Asana’s Chief Revenue Officer (CRO), was reconsidering his go-to-market (GTM) strategy. Asana was cloud-based work management software that enabled users to break up projects into discrete tasks that could be assigned, scheduled, and... View Details
Keywords: SaaS; Customer Journey; Business Model; Business Organization; Change Management; Growth and Development Strategy; Growth Management; Marketing Channels; Marketing Strategy; Product Marketing; Organizational Change and Adaptation; Organizational Design; Organizational Structure; Digital Platforms; Internet and the Web; Technology Industry; United States
Rayport, Jeffrey F., Susie Ma, and Amram Migdal. "Seeding and Selling Asana." Harvard Business School Case 821-054, March 2021. (Revised August 2022.)
- 02 Feb 2015
- Research & Ideas
Disruptors Sell What Customers Want and Let Competitors Sell What They Don’t
unbundling that allows customers to pick and choose the content they consume (be it articles, music tracks, or airline tickets), Teixeira identifies the fueling factor in this case as "decoupling"—separating out activities that View Details
Keywords: by Michael Blanding
- 01 Oct 1999
- News
The Same the World Over: Focusing on Customers and Innovation Brings Success
climate, customer orientation, and innovation. "Corporate culture was perceived as the prevailing set of shared values held by a firm's managers," Deshpandé explains, "qualities such as loyalty and tradition. We defined climate as the... View Details
Keywords: Peter K. Jacobs
- February 2022 (Revised August 2022)
- Case
Amazon, Expedia, and Antitrust: Meeting Legal and Ethical Responsibilities to Customers
By: Robert J. Dolan
Dolan, Robert J. "Amazon, Expedia, and Antitrust: Meeting Legal and Ethical Responsibilities to Customers." Harvard Business School Case 522-085, February 2022. (Revised August 2022.)
- December 2017
- Case
Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table
By: Jose B. Alvarez, Maria Fernanda Miguel and Mariana Cal
Molino Cañuelas was a vertically integrated food company with a management system that allowed it to innovate and grow systematically. With sales of $2 billion in 2016, the firm not only produced flour, vegetable oil, and packaged food products, it also owned a port... View Details
Keywords: Quality Management System; Food Industry; Molino Cañuelas; Argentina; Vertical Integration; Quality; Management Systems; Expansion; Global Range; Growth and Development Strategy; Agribusiness; Food and Beverage Industry; Agriculture and Agribusiness Industry; Argentina
Alvarez, Jose B., Maria Fernanda Miguel, and Mariana Cal. "Molino Cañuelas: Serving Customers from Seed Development to the Kitchen Table." Harvard Business School Case 518-046, December 2017.