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Show Results For
- All HBS Web
(2,663)
- People (1)
- News (542)
- Research (1,781)
- Events (1)
- Multimedia (6)
- Faculty Publications (750)
- January 1997
- Background Note
Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance
Provides an integrated framework for creating customer value and managing the firm profitably. Focuses on the use of product/service line management and effective customer service to achieve customer satisfaction and high profitability. View Details
Keywords: Customer Value and Value Chain; Framework; Performance Efficiency; Sales; Business Strategy; Customer Satisfaction; Profit; Product Marketing; Business or Company Management
Shapiro, Benson P. "Buy Low, Sell High: Creating and Extracting Customer Value by Enhancing Organizational Performance." Harvard Business School Background Note 597-071, January 1997.
- 20 May 2016
- Other Presentation
Competing to Change the World: Creating Shared Value
The principle of shared value involves creating economic value in a way that also creates value for society by addressing its needs and challenges. Shared value is becoming an integral part of strategy and is defining a whole new set of best practices that companies... View Details
Porter, Michael E. "Competing to Change the World: Creating Shared Value." Rotterdam School of Management, Erasmus University, Rotterdam, The Netherlands, May 20, 2016.
- 18 May 2016
- Other Presentation
Competing to Change the World: Creating Shared Value
The principle of shared value involves creating economic value in a way that also creates value for society by addressing its needs and challenges. Shared value is becoming an integral part of strategy and is defining a whole new set of best practices that companies... View Details
Keywords: Society; Shared Value; Value Creation; Strategy; Civil Society or Community; United States
Porter, Michael E. "Competing to Change the World: Creating Shared Value." ZfU Seminar, ZfU International Business School, Zürich, Switzerland, May 18, 2016.
- 22 May 2014
- Other Presentation
Inclusion of Small Business in Value Chains
Prerecorded CSV video played as part of the panel "Inclusion of small business in value chains - international experiences," Business Linkages conference. This event was hosted by the leading Brazilian small business development agency, Sebrae, on May 21 and May 22,... View Details
Porter, Michael E. "Inclusion of Small Business in Value Chains." Sebrae, São Paulo, Brazil, May 22, 2014.
- Research Summary
Customer Intelligence
- Data and Reality Mining for Business Applications
- Business Value of Social Networks
- Customer Behavior Patterns
- Analitical Customer Relationship Management
- May 2024 (Revised February 2025)
- Case
Lowe's: Improving the Total Home Strategy
By: Elie Ofek, K. Shelette Stewart and Alicia Dadlani
In 2023, Marvin Ellison, CEO of Lowe’s, contemplated enhancements to the company’s Total Home Strategy to accelerate performance and grow market share. In the last five years since becoming CEO, Ellison had championed a turnaround of the company, completing a... View Details
Keywords: Growth and Development Strategy; E-commerce; Competition; Brands and Branding; Business Strategy; Retail Industry; United States; North Carolina
Ofek, Elie, K. Shelette Stewart, and Alicia Dadlani. "Lowe's: Improving the Total Home Strategy." Harvard Business School Case 524-054, May 2024. (Revised February 2025.)
- June 2002
- Teaching Note
Customer Value Measurement at Nortel Networks-Optical Networks Division, TN
By: Das Narayandas
Teaching Note for (9-501-050). View Details
Keywords: Telecommunications Industry
- January–February 2020
- Article
Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth
By: Rob Markey
Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers.
Loyalty-leading companies operate differently. They create systems for... View Details
Keywords: Customer Experience; Customer Value; Customer Centric Initiative; Customer Focused Organization; Customer Lifetime Value; Customer Focus and Relationships; Customer Value and Value Chain; Operations; Business Strategy
Markey, Rob. "Are You Undervaluing Your Customers? It’s Time to Start Measuring and Managing Their Worth." Harvard Business Review 98, no. 1 (January–February 2020): 42–50.
- December 2024
- Teaching Note
Assessing the Value of Unifying and De-duplicating Customer Data
By: Elie Ofek and Hema Yoganarasimhan
Teaching Note for HBS Case No. 525-023. View Details
- April 2002
- Article
Customers As Innovators: A New Way to Create Value
By: Stefan Thomke and Eric von Hippel
Thomke, Stefan, and Eric von Hippel. "Customers As Innovators: A New Way to Create Value." Harvard Business Review 80, no. 4 (April 2002). (Translated into German and reprinted in Harvard Business Manager (July 2002): 51-61.)
- July 2018 (Revised March 2019)
- Teaching Note
Hilti (A): Fleet Management?
By: Ramon Casadesus-Masanell and Jan Rivkin
This Teaching Note accompanies the case HBS No. 718-419, “Hilti (A): Fleet Management.” It provides guidelines for class discussion, as well as a board plan and transcripts of the associated videos, Hilti Fleet Management Video Supplements.
The associated case... View Details
The associated case... View Details
Keywords: Business Model Innovation; Total Customer Value; Innovation; Inventions; Business Models; Value Chains; Transformations; Focusing On Customers; Business Model; Restructuring; Transformation; Customer Value and Value Chain; Decision Making; Customer Focus and Relationships; Customer Relationship Management; Construction; Innovation and Invention; Leasing; Strategy; Liechtenstein; Switzerland; Europe
Transforming Customer Engagement
Against a backdrop of intensifying competition, rising labor costs, and ascending customer expectations, companies are actively seeking ways to do more with less – for example, compelling customers to take on new roles in the value creation process. And, when... View Details
- September 2024
- Supplement
Assessing the Value of Unifying and De-Duplicating Customer Data Spreadsheet Supplement
By: Elie Ofek
- February 2006 (Revised October 2006)
- Case
Veridian: Putting a Value on Values
By: Rakesh Khurana, Joel Podolny and Jaan Margus Elias
David Langstaff, the CEO of Veridian, a defense company, struggles with the decision of selling the company. Langstaff has concerned himself with inculcalating his organization with the values necessary for superior achievement over the long term. But as a fiduciary,... View Details
Keywords: Cash; Corporate Governance; Financial Markets; Law; Leadership; Patents; Values and Beliefs; Service Industry; Aerospace Industry
Khurana, Rakesh, Joel Podolny, and Jaan Margus Elias. "Veridian: Putting a Value on Values." Harvard Business School Case 406-028, February 2006. (Revised October 2006.)
- August 2002
- Background Note
Customer Benefit Stack
By: Das Narayandas
Describes a process to understand customer benefits created in industrial markets using the metaphor of a customer benefit stack. View Details
- 19 Feb 2014
- News
Choosing the Right Customer
- 2016
- Book
Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services
By: Elie Ofek, Eitan Muller and Barak Libai
This book bridges the gap between what academics know, and what innovation stakeholders—from managers, to investors, to analysts, to consumers—need to know about how new products and services are expected to perform in the marketplace. The book develops a compelling... View Details
Keywords: Innovation; Technology Diffusion; New Products; Customer Lifetime Value; Monetization Strategy; Social Influence; Innovation Adoption; Forecasting Demand; Commercialization; Marketing Strategy; Practice; Customer Value and Value Chain; Research; Innovation and Management; Technology Adoption; Forecasting and Prediction; Product Development
Ofek, Elie, Eitan Muller, and Barak Libai. Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services. University of Chicago Press, 2016.
- February 2002 (Revised March 2002)
- Case
Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan and Lisa Brem
The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details
Keywords: Competitive Advantage; Price; Customer Relationship Management; Marketing; Customer Value and Value Chain; Financial Services Industry; Banking Industry; Canada
Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group." Harvard Business School Case 102-043, February 2002. (Revised March 2002.)
- Research Summary
Overview
By: Rob Markey
Most companies' leaders declare their commitment to delivering value to customers. Many have adopted language such as "customer-centric" or "customer-obsessed." Companies that consistently earn top marks for customer loyalty in their industry deliver total shareholder... View Details