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- All HBS Web
(1,516)
- People (2)
- News (318)
- Research (1,027)
- Events (3)
- Multimedia (4)
- Faculty Publications (322)
- 2017
- Mimeo
Science for Society: Science and Technology Based Social Entrepreneurship
By: Tarun Khanna, Shashank Shah and Kundan Madireddy
This publication is an outcome of the team's research, engagement and interactions with over 25 science and technology-based social enterprises in India. It provides details on the research process, insightful outcomes and innovative impact.
Throughout the... View Details
Throughout the... View Details
Keywords: Social Entrepreneurship; Science-Based Business; Information Technology; Business and Community Relations; India
Khanna, Tarun, Shashank Shah, and Kundan Madireddy. "Science for Society: Science and Technology Based Social Entrepreneurship." Harvard University South Asia Institute, 2017. Mimeo. (This publication is an outcome of a grant from the Tata Trusts.)
- 06 Jul 2020
- Research & Ideas
The Right Way to Manage Customer Churn for Maximum Profit
they spend any more money or do any additional work. The only thing we are suggesting is that they change their algorithm.” About the Author Michael Blanding is a writer based in Boston. [Image: RyanJLane ] Related Reading The Profit... View Details
- 24 Feb 2014
- Research & Ideas
Busting Six Myths About Customer Loyalty Programs
Airlines, casinos, and hotels can offer significant rewards to their loyal customers because they often operate with substantial overcapacity. Rewards based on this overcapacity, such as air miles or stays... View Details
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
technologies could be used to create a captive one-to-one relationship between firms and consumers, so that customers could literally be viewed as assets. We should start to realize that things are not that simple. Ultimately, a... View Details
Keywords: by Martha Lagace
- 06 May 2002
- Research & Ideas
A Toolkit for Customer Innovation
development is a drawn-out process of trial and error, often ping-ponging between manufacturer and customer. First, the manufacturer develops a prototype based on information from customers that is... View Details
Keywords: by Stefan Thomke & Eric Von Hippel
- April 1997
- Background Note
Using ABC to Manage Customer Mix and Relationships
By: Robert S. Kaplan
Describes applying activity-based costing to manage customer relationships. Links cost-to-serve to net margins earned with individual customers. View Details
Kaplan, Robert S. "Using ABC to Manage Customer Mix and Relationships." Harvard Business School Background Note 197-094, April 1997.
- July 2008
- Case
Hilton Hotels: Brand Differentiation through Customer Relationship Management
By: Lynda M. Applegate, Gabriele Piccoli and Chekitan Dev
This case analyzes the Hilton Hotels Corporation's CRM strategy at a key juncture in its history, immediately after the firm has been taken private by Blackstone. The case provides students with a comprehensive history of the evolution and IT enablers of Hilton's CRM... View Details
Keywords: Customer Relationship Management; Marketing Strategy; Privatization; Performance Evaluation; Information Technology; Accommodations Industry
Applegate, Lynda M., Gabriele Piccoli, and Chekitan Dev. "Hilton Hotels: Brand Differentiation through Customer Relationship Management." Harvard Business School Case 809-029, July 2008.
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
example, that company would not be selling a “lifestyle” so successfully on a global basis today to its customer base of students, younger singles, and married couples moving into their first apartment or... View Details
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
The coronavirus shock has disrupted more than jobs, supply chains, and financial markets. Your customer has changed fundamentally, too. The number one task for many companies now is discovering where their B2C and B2B View Details
- 20 May 2021
- News
Inflation Rate Calculator: Customize Your Own Consumer-Price Index
- 05 Jun 2019
- News
When Customers Want to See the Human Behind the Product
- 09 Dec 2019
- Research & Ideas
Identify Great Customers from Their First Purchase
about which customers will respond well to marketing emails. Based on the researchers’ analysis, the beauty retailer’s email marketing campaign would have been 39.7 percent more effective if it had targeted... View Details
- 01 Apr 2002
- News
Stocking Up Can Build Customer Value
A classic business problem from the 1950s illustrates the tension between inventory costs and missed sales. A newspaper vendor must decide how many papers to buy each day based on typical demand. His profit is optimized, the solution... View Details
- 2009
- Book
Reorganize for Resilience: Putting Customers at the Center of Your Organization
By: Ranjay Gulati
In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer focused," but they don't deliver solutions to customers' thorniest problems. Why?... View Details
Keywords: Competency and Skills; Customer Focus and Relationships; Profit; Organizational Culture; Organizational Structure; Cooperation
Gulati, Ranjay. Reorganize for Resilience: Putting Customers at the Center of Your Organization. Harvard Business Press, 2009.
- 27 Sep 2010
- Research & Ideas
Customer Experts Lose Influence When Teams are Pressured
high-status people who have gained a wide-ranging knowledge of the business based on long, varied experience across clients and even industries, as well as their formal training and education. Customer-specific experts know their client... View Details
Keywords: by Sarah Jane Gilbert
- 07 Apr 2020
- Research & Ideas
What Customers Need to Hear from You During the COVID Crisis
empathy, to act based on facts, and to be part of the global solution. About the Authors Dr. Jill Avery is an authority on brand management and customer relationship management and a senior lecturer in the... View Details
Keywords: by Jill Avery and Richard Edelman
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
marketing priority—and they've been given bigger budgets to fight the battle. But as Gupta points out, identifying potential defectors to target is not as easy as it sounds. For years, companies have used churn management strategies that generally follow two steps:... View Details
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use It
technology at all but with the way you are collecting and using your data, experts say. Although getting your CRM program in order is an essential component of achieving customer loyalty, there's much more that you need to do.... View Details
Keywords: by Jean Ayers
- 24 Oct 2023
- Research & Ideas
When Tech Platforms Identify Black-Owned Businesses, White Customers Buy
Democratic-leaning areas. And new customers of Black-owned businesses were more likely to be white, based on an analysis of reviewers’ profile photos, relative to prior customers. Luca and his coauthors also... View Details
- 19 Oct 2010
- Working Paper Summaries