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  • All HBS Web  (1,518)
    • News  (276)
    • Research  (1,053)
    • Events  (9)
    • Multimedia  (2)
  • Faculty Publications  (408)

Show Results For

  • All HBS Web  (1,518)
    • News  (276)
    • Research  (1,053)
    • Events  (9)
    • Multimedia  (2)
  • Faculty Publications  (408)
← Page 3 of 1,518 Results →
  • 2021
  • Chapter

Building Small Business Utopia: How Artificial Intelligence and Big Data Can Increase Small Business Success

By: Karen G. Mills and Annie Dang
Small business lending has remained unchanged for decades, laden with frictions and barriers that prevent many small businesses from accessing the capital they need to succeed. Financial technology, or “fintech,” promises to change this trajectory. In 2010, new fintech... View Details
Keywords: Big Data; Fintech; Artificial Intelligence; Small Business; Financing and Loans; Capital; Success; AI and Machine Learning; Analytics and Data Science
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Mills, Karen G., and Annie Dang. "Building Small Business Utopia: How Artificial Intelligence and Big Data Can Increase Small Business Success." In Big Data in Small Business, edited by Carsten Lund Pedersen, Adam Lindgreen, Thomas Ritter, and Torsten Ringberg. Edward Elgar Publishing, 2021.
  • September 1969 (Revised June 1976)
  • Case

Control Data Corp. (D)

Set in 1965, at a time when the company's mix of "sales" was shifting increasingly to customer leasing of its computers, the student is asked to evaluate possible revisions in the policies for depreciating the cost of a leased computer. View Details
Keywords: Accounting; Leasing
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Vancil, Richard F. "Control Data Corp. (D)." Harvard Business School Case 170-036, September 1969. (Revised June 1976.)
  • September 2020
  • Article

Customer Supercharging in Experience-Centric Channels

By: David R. Bell, Santiago Gallino and Antonio Moreno
We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging” and... View Details
Keywords: Retail Operations; Marketing-operations Interface; Omnichannel Retailing; Experience Attributes; Quasi-experimental Methods; Operations; Internet and the Web; Marketing Channels; Consumer Behavior; Retail Industry
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Bell, David R., Santiago Gallino, and Antonio Moreno. "Customer Supercharging in Experience-Centric Channels." Management Science 66, no. 9 (September 2020).

    Customer Supercharging in Experience-Centric Channels

    We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging”... View Details

    • June 2020
    • Background Note

    Customer Management Dynamics and Cohort Analysis

    By: Elie Ofek, Barak Libai and Eitan Muller
    The digital revolution has allowed companies to amass considerable amounts of data on their customers. Using this information to generate actionable insights is fast becoming a critical skill that firms must master if they wish to effectively compete and win in today’s... View Details
    Keywords: Cohort Analysis; Customers; Analytics and Data Science; Segmentation; Analysis; Customer Value and Value Chain
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    Ofek, Elie, Barak Libai, and Eitan Muller. "Customer Management Dynamics and Cohort Analysis." Harvard Business School Background Note 520-122, June 2020.
    • February 2024 (Revised February 2024)
    • Teaching Note

    Travelogo: Understanding Customer Journeys

    By: Eva Ascarza and Ta-Wei Huang
    Teaching Note for HBS Exercise 524-044. The exercise aims to teach students about 1) Customer Segmentation; and 2) constructing buying personas, 3) Get actionable insights from clickstream data. View Details
    Keywords: Customer Relationship Management; Analysis; Analytics and Data Science; Marketing Strategy; Segmentation; Consumer Behavior; Travel Industry; United States
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    Ascarza, Eva, and Ta-Wei Huang. "Travelogo: Understanding Customer Journeys." Harvard Business School Teaching Note 524-045, February 2024. (Revised February 2024.)
    • Article

    One Obstacle to Curing Cancer: Patient Data Isn't Shared

    By: Richard G. Hamermesh and Kathy Giusti
    Precision Medicine requires large datasets to identify the mutations that lead to various cancers. Currently, genomic information is hoarded in fragmented silos within numerous academic medical centers, pharmaceutical companies, and some disease-based foundations. For... View Details
    Keywords: Healthcare; Technological And Scientific Innovation; Cancer Care In The U.S.; Cancer Treatment; Precision Medicine; Personalized Medicine; Data Sharing; Technological Innovation; Analytics and Data Science; Health Disorders; Medical Specialties; Research and Development; Customization and Personalization; Health Industry; United States
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    Hamermesh, Richard G., and Kathy Giusti. "One Obstacle to Curing Cancer: Patient Data Isn't Shared." Harvard Business Review (website) (November 28, 2016).
    • January 1991 (Revised January 1993)
    • Case

    Xerox Corp.: The Customer Satisfaction Program

    In August 1990 the president and executive vice president of Xerox are reviewing the progress made on its customer satisfaction program. The emphasis placed on the program, the success of the program to date, and the drive to achieve the corporate goals of customer... View Details
    Keywords: Customer Satisfaction; Consumer Products Industry; Electronics Industry
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    Menezes, Melvyn A. "Xerox Corp.: The Customer Satisfaction Program." Harvard Business School Case 591-055, January 1991. (Revised January 1993.)
    • 2006
    • Working Paper

    The Value of a 'Free' Customer

    By: Sunil Gupta, Carl F. Mela and Jose M. Vidal-Sanz

    Central to a firm's growth and marketing policy is the revenus and profit potential of its customer assets. As a result, there has been a recent proliferation of work regarding customer lifetime value. However, extant research in this area is silent regarding how to... View Details

    Keywords: Customer Value and Value Chain; Auctions; Network Effects; Business Strategy
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    Gupta, Sunil, Carl F. Mela, and Jose M. Vidal-Sanz. "The Value of a 'Free' Customer." Harvard Business School Working Paper, No. 07-035, December 2006.
    • 01 Dec 2014
    • News

    Customizing Couture Online

    Customizing Couture Online Jamal Motlagh Taking Tailoring High Tech Taking Tailoring High Tech Katrina Lake Dressing by Number Dressing by Number Karen Moon Making Big Data Fashionable Making Big View Details
    Keywords: April White; fashion; Professional Services
    • October 2018
    • Case

    BreezoMeter: Making Air Pollution Data Actionable

    By: Frank V. Cespedes, Allison M. Ciechanover and Margot Eiran
    The case focuses on an Israeli startup that provides actionable air pollution data and forecasts. The company has over 50 enterprise customers and its tool reached a million people daily in 67 countries. The co-founders wrestle with which markets and customers to focus... View Details
    Keywords: Startups; Entrepreneurship; Business Startups; Pollutants; Analytics and Data Science; Sales; Marketing; Decision Choices and Conditions; Technology Industry; Israel; United States
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    Cespedes, Frank V., Allison M. Ciechanover, and Margot Eiran. "BreezoMeter: Making Air Pollution Data Actionable." Harvard Business School Case 819-058, October 2018.
    • 16 Feb 2010
    • Research & Ideas

    The Outside-In Approach to Customer Service

    Reorganize for Resilience: Putting Customers at the Center of Your Business (Harvard Business Press). Gulati, whose research explores leadership and strategic challenges for building high growth organizations in turbulent markets, is the... View Details
    Keywords: by Sarah Jane Gilbert; Consumer Products
    • January 2002
    • Case

    Relational Data Models in Enterprise-Level Information Systems

    Provides an overview of some important aspects of the relational data models that underlie today's enterprise-level information technologies, such as enterprise resource planning and customer relationship management. Key concepts covered include relational data and... View Details
    Keywords: Information Technology
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    Cotteleer, Mark J. "Relational Data Models in Enterprise-Level Information Systems." Harvard Business School Case 602-114, January 2002.
    • February 2007 (Revised May 2008)
    • Supplement

    Bancaja: Developing Customer Intelligence (B)

    In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it... View Details
    Keywords: Customer Relationship Management; Credit Cards; Analytics and Data Science; Knowledge Use and Leverage; Marketing Strategy; Banking Industry; Spain
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    Martinez-Jerez, Francisco de Asis, and Katherine Miller. "Bancaja: Developing Customer Intelligence (B)." Harvard Business School Supplement 107-066, February 2007. (Revised May 2008.)
    • September 2020 (Revised July 2022)
    • Exercise

    Artea (B): Including Customer-Level Demographic Data

    By: Eva Ascarza and Ayelet Israeli
    This collection of exercises aims to teach students about 1)Targeting Policies; and 2)Algorithmic bias in marketing—implications, causes, and possible solutions. Part (A) focuses on A/B testing analysis and targeting. Parts (B),(C),(D) Introduce algorithmic bias. The... View Details
    Keywords: Targeting; Algorithmic Bias; Race; Gender; Marketing; Diversity; Customer Relationship Management; Demographics; Prejudice and Bias; Retail Industry; Apparel and Accessories Industry; Technology Industry; United States
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    Ascarza, Eva, and Ayelet Israeli. "Artea (B): Including Customer-Level Demographic Data." Harvard Business School Exercise 521-022, September 2020. (Revised July 2022.)

      The Magic That Makes Customer Experiences Stick

      The field of customer experience (CX) design — which aims to ensure that customers have positive touch points with companies while buying and consuming their products and services — has grown quickly in recent years. Research has shown that memorable experiences,... View Details

      • 16 Nov 2016
      • Research & Ideas

      Turning One Thousand Customers into One Million

      soliciting feedback from its most loyal and vocal customers” As impressive as that accomplishment was, 1,000 customers is hardly enough to ensure long-run success. For that, these companies had to scale up dramatically, from 1,000 to over... View Details
      Keywords: by Thales S. Teixeira and Michael Blanding; Retail; Transportation; Accommodations
      • February 2013 (Revised March 2013)
      • Case

      Agero: Enhancing Capabilities for Customers

      By: Robert Simons and Natalie Kindred

      This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details

      Keywords: Entrepreneurial Management; Entrepreneurial Gap; Entrepreneurship; Auto Industry; Insurance; Performance Management; Performance Measurement; Performance Measures; Performance Pressure; Decisions; Family Business; Resource Allocation; Organizational Design; Customer Focus and Relationships; Performance Evaluation; Growth and Development Strategy; Service Industry
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      Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Case 113-001, February 2013. (Revised March 2013.)
      • 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... View Details
      Keywords: by Kristen Senz; Retail; Service
      • March 2024 (Revised May 2024)
      • Case

      Amperity: First-Party Data at a Crossroads

      By: Elie Ofek, Hema Yoganarasimhan and Alexis Lefort
      In the summer of 2023, Amperity management was facing a critical decision on its future direction. Given the dramatic changes occurring within the digital advertising ecosystem, as concerns over consumer privacy placed limits on the ability to engage in third-party... View Details
      Keywords: AI and Machine Learning; Technology Adoption; Business Strategy; Digital Marketing; Price; Product; Business or Company Management; Advertising Industry
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      Ofek, Elie, Hema Yoganarasimhan, and Alexis Lefort. "Amperity: First-Party Data at a Crossroads." Harvard Business School Case 524-017, March 2024. (Revised May 2024.)
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