Show Results For
- 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)
- 2021
- Chapter
Building Small Business Utopia: How Artificial Intelligence and Big Data Can Increase Small Business Success
- September 1969 (Revised June 1976)
- Case
Control Data Corp. (D)
- September 2020
- Article
Customer Supercharging in Experience-Centric Channels
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
- February 2024 (Revised February 2024)
- Teaching Note
Travelogo: Understanding Customer Journeys
- Article
One Obstacle to Curing Cancer: Patient Data Isn't Shared
- January 1991 (Revised January 1993)
- Case
Xerox Corp.: The Customer Satisfaction Program
- 2006
- Working Paper
The Value of a 'Free' Customer
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
- 01 Dec 2014
- News
Customizing Couture Online
- October 2018
- Case
BreezoMeter: Making Air Pollution Data Actionable
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
- January 2002
- Case
Relational Data Models in Enterprise-Level Information Systems
- February 2007 (Revised May 2008)
- Supplement
Bancaja: Developing Customer Intelligence (B)
- September 2020 (Revised July 2022)
- Exercise
Artea (B): Including Customer-Level Demographic Data
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
- February 2013 (Revised March 2013)
- Case
Agero: Enhancing Capabilities for Customers
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
- 09 Dec 2019
- Research & Ideas
Identify Great Customers from Their First Purchase
- March 2024 (Revised May 2024)
- Case