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Research Summary

Overview

By: Ryan W. Buell

From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details

February 2015 (Revised June 2016)
Case

AltSchool: School Reimagined

By: John J-H Kim, Kyla Wilkes and Christine S. An

Max Ventilla and his team launches in 2013 AltSchool, a new network of tech-savvy independent K-8 "micro-schools." AltSchool is born out of Ventilla's frustration with the education options available for his young daughter. During his search, Ventilla comes to the... View Details

Keywords: Education Technology; School Models; Product Development; Entrepreneurship; Talent Development And Retention; Social Impact Investment; Information Technology; Business Model; Education; Business Startups; Customization and Personalization; Growth and Development Strategy; Education Industry; United States

July 2010 (Revised January 2017)
Background Note

Marketing Analysis Toolkit: Customer Lifetime Value Analysis (2024)

By: Thomas Steenburgh and Jill Avery

Customers are increasingly being viewed as assets that bring value to the firm. Customer lifetime value is a metric that allows managers to understand the overall value of their customer base and relate it to three customer strategies firms employ: asset... View Details

Keywords: Customer Lifetime Value; Return On Investment; Customer Acquisition; Customer Retention; Customer Churn; ＂Marketing Analytics＂; Marketing; Customer Relationship Management; Customer Focus and Relationships; Customer Value and Value Chain; Management Analysis, Tools, and Techniques; Marketing Strategy; Measurement and Metrics; Strategic Planning; Value

Teaching Interest

Managing Human Capital

By: Ethan S. Bernstein

The Managing Human Capital course has been specifically designed to teach practical skills for the future general manager (not just the human resource practitioner) who seeks to manage both other people and her or his own career with optimal... View Details

January 2023 (Revised August 2023)
Case

Nick Saban: Embracing 'The Process' of Sustaining Success

By: Ranjay Gulati and Eppa Rixey

Nick Saban, head coach of the University of Alabama football team from 2007-2022, fielded teams that won 183 of 208 games (88%), including a record-tying six national championships. Saban’s approach to coaching, known to many as “The Process,” and the consistent... View Details

Keywords: Purpose; Leadership And Managing People; Football; Recruiting; Talent Acquisition; Talent And Talent Management; Talent Development And Retention; Organization Change And Adaptation; Organizational Behavior; Sports; Leadership; Leadership Development; Organizational Culture; Organizational Change and Adaptation; Sports Industry; United States

November 2005 (Revised December 2016)
Case

Bally Total Fitness (A): The Rise, 1962–2004

By: John R. Wells, Elizabeth A. Raabe and Gabriel Ellsworth

From a single, modest club in 1962, Bally Total Fitness had grown to become—in management’s words—the “largest and only nationwide commercial operator of fitness centers” in the United States in 2004. Bally had faced its share of challenges, but the last couple of... View Details

Keywords: Bally Total Fitness; Fitness; Gyms; Health Clubs; Chain; Securities And Exchange Commission; Paul Toback; Weight Loss; Exercise; Contracts; Personal Training; Retention; Accounting; Accounting Audits; Accrual Accounting; Finance; Advertising; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Satisfaction; Public Equity; Financing and Loans; Revenue; Revenue Recognition; Geographic Scope; Multinational Firms and Management; Health; Nutrition; Business History; Lawsuits and Litigation; Management; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Marketing; Operations; Service Delivery; Service Operations; Public Ownership; Problems and Challenges; Business and Shareholder Relations; Business Strategy; Competition; Corporate Strategy; Expansion; Segmentation; Trends; Cost Management; Profit; Growth and Development; Leadership Style; Five Forces Framework; Private Ownership; Opportunities; Motivation and Incentives; Competitive Strategy; Health Industry; United States; Illinois; Chicago

July 2005 (Revised September 2016)
Case

24 Hour Fitness (A): The Rise, 1983–2004

By: John R. Wells, Elizabeth A. Raabe and Gabriel Ellsworth

In October 2004, Mark S. Mastrov, CEO of 24 Hour Fitness, reflected on how far his company had come in just over 20 years. From humble beginnings in 1983 in San Leandro, California, 24 Hour Fitness had grown to become the largest privately-owned health-club chain in... View Details

Keywords: 24 Hour Fitness; Mark Mastrov; Health Clubs; Fitness; Gyms; Chain; Weight Loss; Exercise; Personal Training; Retention; Sales Force Compensation; Incentive Systems; Buildings and Facilities; Business Growth and Maturation; Business Model; For-Profit Firms; Customers; Customer Focus and Relationships; Customer Satisfaction; Private Equity; Revenue; Geographic Scope; Multinational Firms and Management; Nutrition; Business History; Employees; Recruitment; Selection and Staffing; Human Capital; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Marketing; Operations; Service Operations; Private Ownership; Problems and Challenges; Sales; Salesforce Management; Sports; Strategy; Business Strategy; Competition; Competitive Advantage; Competitive Strategy; Corporate Strategy; Expansion; Segmentation; Information Technology; Internet; Technology Platform; Web; Web Sites; Capital Structure; Performance; Organizational Structure; Organizational Culture; Health Industry; United States; California; San Francisco

2019
Working Paper

Managing Churn to Maximize Profits

By: Aurelie Lemmens and Sunil Gupta

Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a... View Details

Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit

September–October 2020
Article

Managing Churn to Maximize Profits

By: Aurelie Lemmens and Sunil Gupta

Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability or their responsiveness to a... View Details

Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit

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November 2016 (Revised April 2017)
Case

Basecamp: Pricing

By: Frank Cespedes and Robb Fitzsimmons

A data analyst at Basecamp is evaluating the results of pricing research and its potential implications for the venture’s latest version of its project management software product. View Details

Keywords: Pricing; Entrepreneurial Management; Data Analysis; Marketing; Customer Acquisition; Customer Retention; Value Proposition; Sales Management; Product Management; Market Research; Life Time Value; Testing; Entrepreneurship; Analytics and Data Science; Customers; Value; Sales; Product Marketing; United States

10 Oct 2013
Working Paper Summaries

Managing Churn to Maximize Profits

Keywords: by Aurélie Lemmens & Sunil Gupta; Retail

January 1990 (Revised March 1994)
Case

Accountants and Business Advisors, Inc.: City Office

Over the past several years both the share of women receiving accounting degrees and the share of women entering public accounting have risen substantially. However, the number of women holding senior positions, such as partner, remains low. This case provides data on... View Details

Keywords: Equality and Inequality; Retention; Gender; Accounting Industry

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Article

Making Exit Interviews Count

By: Everett Spain and Boris Groysberg

In the knowledge economy, skilled employees are the assets that drive organizational success. Thus companies must learn from them—why they stay, why they leave, and how the organization needs to change. A thoughtful exit interview—whether it be a face-to-face... View Details

Keywords: Information; Management Practices and Processes; Retention; Resignation and Termination

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March 17, 2021
Other Article

Beyond Pajamas: Sizing Up the Pandemic Shopper

By: Ayelet Israeli, Eva Ascarza and Laura Castrillo

A first look at how the COVID-19 pandemic impacted e-commerce apparel shopping in the US and the UK. Extensive analysis and interactive graphics utilizing millions of transactions.
While the pandemic is still playing out, our preliminary investigations... View Details

June 2000
Case

Egon Zehnder International: Managing Professionals in an Executive Search Firm

Compares the management of professionals at Egon Zehnder International, a leading executive search firm, and its competitors. Highlights recruitment, rewards, and retention as key dimensions of strategy in professional service firms. View Details

Keywords: Management; Retention; Recruitment; Compensation and Benefits; Service Industry

December 2011
Article

How Do Acquirers Retain Successful Target CEOs? The Role of Governance

By: Julie Wulf and Harbir Singh

The resource-based view argues that acquisitions can build competitive advantage partially through retention of valuable human capital of the target firm. However, making commitments to retain and motivate successful top managers is a challenge when contracts are not... View Details

Keywords: Capital; Mergers and Acquisitions; Acquisition; Equity; Management Analysis, Tools, and Techniques; Contracts; Performance; Governance; Legal Services Industry

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April 2012
Case

Pret A Manger

By: Frances X. Frei, Rick Goldberg and Stephanie van Sice

Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to... View Details

Keywords: Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London

August 1995 (Revised October 1996)
Case

IDS Financial Services (Condensed)

By: John A. Deighton

Highlights the decision that must be made on balancing customer acquisition and retention and de-emphasizing the structural issues involved in administering the independent contractor sales force. View Details

Keywords: Customers; Customer Focus and Relationships; Decisions; Corporate Governance; Salesforce Management; Financial Services Industry

01 Feb 2021
Working Paper Summaries

Learning with People Like Me: The Role of Age-Similar Peers on Online Business Course Engagement

Keywords: by Laura R. Huber, Jacqueline N. Lane, and Karim R. Lakhani; Education

November 2011
Article

Corporate Governance When Founders Are Directors

By: Feng Li and Suraj Srinivasan

We examine CEO compensation, CEO retention policies, and M&A decisions in firms where founders serve as a director with a non-founder CEO (founder-director firms). We find that founder-director firms offer a different mix of incentives to their CEOs than other firms.... View Details

Keywords: Corporate Governance; Executive Compensation; Retention; Policy; Motivation and Incentives; Performance; Governing and Advisory Boards; Mergers and Acquisitions; Wages; United States

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