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Show Results For
- All HBS Web
(1,174)
- People (2)
- News (238)
- Research (772)
- Events (2)
- Multimedia (1)
- Faculty Publications (240)
- November 2007 (Revised April 2008)
- Case
Hariyali Kisaan Bazaar: A Rural Business Initiative
By: David E. Bell, Nitin Sanghavi, Virginia Fuller and Mary L. Shelman
In rural India, farmers historically had limited access to quality input items for both their fields and homes. Indian conglomerate DSCL has undertaken a Rural Business Initiative to address this issue, establishing a chain of retail outlets throughout rural India... View Details
Keywords: Business Model; Business Conglomerates; Agribusiness; Rural Scope; Customer Relationship Management; Business Strategy; Service Operations; Networks; Alliances; Retail Industry; India
Bell, David E., Nitin Sanghavi, Virginia Fuller, and Mary L. Shelman. "Hariyali Kisaan Bazaar: A Rural Business Initiative." Harvard Business School Case 508-012, November 2007. (Revised April 2008.)
- 05 Aug 2010
- What Do You Think?
What Is Customer Opinion Good For?
initial response to reports that customers were having trouble with the antennae on Apple's iPhone 4, its latest "superproduct." It was reported that he commented that iPhone 4 users would have to learn not... View Details
- February 2021
- Article
How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice
By: Ryan W. Buell and Basak Kalkanci
Amid growing calls for transparency and social and environmental responsibility, companies are employing different strategies to improve consumer perceptions of their brands. Some pursue internal initiatives that reduce their negative social or environmental impacts... View Details
Keywords: Sustainable Operations; Corporate Social Responsibility; Operational Transparency; Corporate Social Responsibility and Impact; Operations; Environmental Sustainability; Consumer Behavior; Perception
Buell, Ryan W., and Basak Kalkanci. "How Transparency into Internal and External Responsibility Initiatives Influences Consumer Choice." Management Science 67, no. 2 (February 2021): 932–950.
- 02 Apr 2019
- News
The Right Way to Get Your First 1,000 Customers
- 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
Chipotle has seen its shares tumble and recently reported its first-ever quarterly loss... View Details
Keywords: Food Safety; Organic Food; Supply Chain Management; Globalization Of Food Business; Mérieux NutriSciences: Marketing Food Safety Testing; Food Safety Modernization Act 2011; Plant-Based Agribusiness; Transition; Economic Systems; Food; Health; Supply and Industry; Logistics; Practice; Problems and Challenges; Quality; Safety; Business Strategy; Corporate Strategy; Customization and Personalization; Agriculture and Agribusiness Industry; Consumer Products Industry; Food and Beverage Industry; Insurance Industry; Public Administration Industry; Public Relations Industry; Retail Industry; Service Industry; Mexico; North America; United States; Canada
Gerdeman, Dina, and John A. Quelch. "Food Safety Economics: The Cost of a Sick Customer." Harvard Business School Working Knowledge (May 16, 2016).
- 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.
- 25 Aug 2016
- News
Announcing the Bloomberg Harvard City Leadership Initiative
customized curriculum, instructional and technology tools—most of which will be made freely available to the world—and cases focused on innovative city leadership. The initiative will also create student... View Details
Keywords: Government
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
COVID-deaccession, it is even more critical for firms to become more customer centric by researching and understanding their customers’ new problems caused by fear, isolation, physical distancing, and... View Details
- 02 Apr 2015
- Research & Ideas
Digital Initiative Summit: Companies Must Forget—and Borrow
As companies ride the digital wave, many find that switching up old, tired practices and deviating from the norm can be crucial to survival. But sometimes things can be taken too far. During the Digital Initiative Summit at Harvard... View Details
- 09 Dec 2019
- Research & Ideas
Identify Great Customers from Their First Purchase
School. By incorporating data most companies discard, Ascarza and her co-researcher devised an algorithm capable of quickly analyzing more than 40 variables to create a “first impression” of the customer after the View Details
- 01 Sep 2003
- News
Dean Clark Reflects on the School’s Key Initiatives
As we begin the new academic year, I welcome the opportunity to share the exciting initiatives and activities under way at Harvard Business School. All our efforts are designed to pursue with excellence the School’s mission: to educate... View Details
- Forthcoming
- Article
Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment
By: Shunyuan Zhang and Das Narayandas
We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
- 02 Apr 2015
- Research & Ideas
Digital Initiative Summit: Freeing Patient Data to Enable Innovation
Patients are not actually the customers in the United States health care system, a fact largely to blame for the dearth of communication and data sharing between providers, according to experts at a recent Harvard Business School... View Details
- February 2006
- Case
Millions of Customers and the Search for a Business: the Challenge of IRC-Hispano
Like many online services, IRC-Hispano, the world's largest Spanish-language chat organization, has many customers but sees few revenues. As an association, its structure presents many limitations and hurdles to overcome involving investing in technology platform... View Details
Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Digital Platforms; Technology Adoption; Internet and the Web; Organizational Structure; Technological Innovation; Revenue; Web Services Industry; Technology Industry; Spain
Martinez-Jerez, Francisco de Asis, Fernando de Barrajo, and Joshua Bellin. "Millions of Customers and the Search for a Business: the Challenge of IRC-Hispano." Harvard Business School Case 106-053, February 2006.
- 27 Sep 2010
- Research & Ideas
Customer Experts Lose Influence When Teams are Pressured
It's a common problem: A work team tackles a high-pressure project for a client, but along the way something goes wrong with team dynamics and the client ends up feeling shortchanged. Even though team members initially recognize and value... View Details
Keywords: by Sarah Jane Gilbert
- March 2022
- Case
GrowSari (A): Design for the Last Mile Customer
By: Brian Trelstad, Cam Carag and Michi Ferreol
Reymund (ER) Rollan and Shivapratim (Shiv) Choudhury, founders of the digital technology platform GrowSari, were at a crossroads. The feedback from their initial product roll-out were not what they had expected, and they needed to decide how to proceed. The pair,... View Details
Keywords: Fast Moving Consumer Goods; Product Launch; Information Technology; Analytics and Data Science; Digital Platforms; Retail Industry; Consumer Products Industry; Technology Industry; Philippines
Trelstad, Brian, Cam Carag, and Michi Ferreol. "GrowSari (A): Design for the Last Mile Customer." Harvard Business School Case 322-036, March 2022.
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use It
their companies' CRM initiatives had failed to deliver profitable growth and had damaged long-term customer relationships. Tempting as it may be to point the finger at your CRM technology, that won't help... 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 worked with Wayfair to analyze... View Details
- 05 Jun 2019
- Research & Ideas
If Your Customers Don't Care What You Charge, What Should You Charge?
assuming that all customers are shoppers leads to overestimating their overall price sensitivity. Big lessons from a simple product In the context of retail gas, which many consumers view as a standardized product, a station’s location... View Details
- May–June 2021
- Article
Eliminate Strategic Overload
As companies respond to intensifying competitive pressures and challenges, they ask more and more of their employees. But organizations often have very little to show for the efforts of their talented and engaged workers. By selecting fewer initiatives with greater... View Details
Keywords: Strategic Initiatives; Value-based Strategy; Organizational Effectiveness; Strategy; Value Creation
Oberholzer-Gee, Felix. "Eliminate Strategic Overload." Harvard Business Review 99, no. 3 (May–June 2021): 88–97.