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- All HBS Web (1,250)
- Faculty Publications (239)
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- 01 Dec 2014
- News
Faculty Q&A: The New Brand Manager: You
hope is that we can truly realize the promise of customer relationship management. We’ve been talking about customer relationship management since the 1990s. But it has not, for most B2C companies, become a... View Details
Keywords: April White
- 01 Mar 2025
- News
On The Case: The Base Factor
In her research as a marketing modeler, Professor Eva Ascarza focuses on understanding customers—and predicting, in particular, who will be a good one and how best to retain them. Without customers, obviously, there is no business. That could also be the tagline for... View Details
Keywords: Jen McFarland Flint
- 01 Apr 2002
- News
Siebel Addresses HBS Northern California Club
large part to its founder's emphasis on customer relations over shareholder value. Today, Siebel has over eight thousand employees in more than 34 countries. Fortune magazine ranked the company second in its... View Details
- 01 Dec 2000
- News
Core Values Keep Airline Flying High
procedures, boost innovation, and keep costs down while retaining a high degree of teamwork, communication, and coordination across functions. While its top-ranked customer service ratings have established its reputation as the "nice"... View Details
- 16 Feb 2011
- News
Healthy Growth
Ayers After gaining experience in strategy consulting, M&As, systems engineering, and running a multibillion-dollar refrigeration company, Jonathan Ayers (MBA ‘83) has come full circle to a job that relates to his Yale undergraduate major... View Details
- 01 Mar 2012
- News
Making Finance Personal
inspire, formulate, and drive new and improved product design and development, even without specialized knowledge. With its consumer base, for example, Intuit went from conducting a single experiment with customers of TurboTax, its... View Details
- 01 Jun 2012
- News
Think Locally, Act Globally
integration.” Within two years of buying out Zain, operating in Africa as Airtel, Bharti has added more than 14 million new mobile customers (for a current total exceeding 50 million), while investing approximately US$1 billion in network... View Details
- 01 Dec 2010
- News
Do Good: Eat Chocolate
chocolate-covered cacao nibs feature artwork submitted by art schools and community organizations; sweetriot’s customers vote to select the winner, with new designs appearing about twice a year. And the name? Drawing on her Yahoo!... View Details
Keywords: Julia Hanna; candy; chocolate; Crop Production; Agriculture; Food Manufacturing; Manufacturing
- 01 Jun 2002
- News
History Matters
History shows us that when economic times are tough, customer relations are more important than ever, according to HBS professor Nancy Koehn. In “Chasing Dreams during Troubled Times: Lessons from the Past”... View Details
- 01 Jun 2007
- News
For NFL Players, 3rd Down at HBS
Twenty-eight National Football Leagueplayers representing teams from across the league were recently on campus for an Executive Education program that addresses the unique business opportunities and challenges that players face during and after their professional... View Details
- 01 Mar 2003
- News
Books
Connecting the Dots by Cathleen Benko and F. Warren McFarlan Selling China by Yasheng Huang What Customers Think by Gerald Zaltman Connecting the Dots by Cathleen Benko and F. Warren McFarlan (Harvard Business School Press) A recent study... View Details
- 01 Dec 2012
- News
Corruption 101
increasing number of red flags, he had to consider not only his US employer and his HBS position, but also his local client, his client's employees and their families, customers throughout the region, and all the suppliers for the... View Details
- 01 Sep 2009
- News
Outtakes with Russ Wilcox
as well as customer service.” What’s on his Kindle: Outliers by Malcolm Gladwell; the Boston Globe; the Wall Street Journal. Why we’re in trouble: “With BlackBerries and instant messaging (IM), we live in a twitch society. People are... View Details
- 01 Sep 2013
- News
Passion & Purpose
employees in 28 offices. The company, with an industry-high 99 percent customer retention rate, regularly receives awards for its customer service. Roger W. Sant, MBA 1960 Cofounder and Chairman Emeritus,... View Details
- 04 Jun 2008
- News
Whistle While You Work
seaman, customs inspector, and author of long, long masterpieces like Moby Dick) once said, “They talk of the dignity of work. Bosh. The dignity is in leisure.” Isn’t he right? Leisure means you’re your own man or woman. Leisure is all... View Details
- 01 Sep 2009
- News
E Ink’s Wild Ride
percent a year and is poised on the cusp of enormous change. In June, Prime View International (PVI) signed an agreement to acquire E Ink for about $215 million. Based in Taipei, Taiwan, PVI is E Ink’s largest customer and the world’s... View Details
- 01 Sep 2008
- News
Say “Green Cheese”
be shared. Newsweek noted that about three-quarters of Shutterfly’s customers are women because they typically serve as their families’ “chief memories officer.” View Details
- 08 Nov 2011
- News
Saluting Our HBS Veterans
Blake Hall (right): An online market for military personnel. Related links Learn how alumni apply military experience to leadership in nonprofits, industry, education, and more. Maura Sullivan (MBA 2009), PepsiCo Robert Goodwin (GMP 3,... View Details
- 25 Feb 2020
- News
How Artificial Intelligence is Changing Business
improve customer targeting, streamline supply chains, and develop new products and services are addressed in the 70 cases published by HBS faculty. The School’s Digital Initiative serves as a hub for this research, which is being... View Details
Keywords: Susan Young
- 01 Mar 2005
- News
In the Blood
year, one of our competitors bred over 180 mares to several of his stallions. We have a customer base that comes to us because we limit our books, creating some scarcity value that appeals to the people willing to pay to get these... View Details