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(6,237)
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- Faculty Publications (2,872)
Show Results For
- All HBS Web
(6,237)
- People (3)
- News (1,343)
- Research (4,142)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,872)
- May 2006
- Article
Detection Defection: Measuring and Understanding the Predictive Accuracy of Customer Churn Models
By: Scott Neslin, Sunil Gupta, Wagner Kamakura, Junxiang Lu and Charlotte Mason
Neslin, Scott, Sunil Gupta, Wagner Kamakura, Junxiang Lu, and Charlotte Mason. "Detection Defection: Measuring and Understanding the Predictive Accuracy of Customer Churn Models." Journal of Marketing Research (JMR) 43, no. 2 (May 2006): 204–211.
- 4 Apr 1998
- Conference Presentation
Responding to Changing Customer Needs: The Design of a Flexible Development Process
By: Alan MacCormack
- Article
Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior
By: Frances X. Frei
Frei, Frances X. "Beyond the Carrot and the Stick: New Alternatives for Influencing Customer Behavior." Harvard Management Update 8, no. 3 (March 2003).
- March 2021 (Revised August 2022)
- Case
Seeding and Selling Asana
By: Jeffrey F. Rayport, Susie Ma and Amram Migdal
In December 2019, Oliver Jay, Asana’s Chief Revenue Officer (CRO), was reconsidering his go-to-market (GTM) strategy. Asana was cloud-based work management software that enabled users to break up projects into discrete tasks that could be assigned, scheduled, and... View Details
Keywords: SaaS; Customer Journey; Business Model; Business Organization; Change Management; Growth and Development Strategy; Growth Management; Marketing Channels; Marketing Strategy; Product Marketing; Organizational Change and Adaptation; Organizational Design; Organizational Structure; Digital Platforms; Internet and the Web; Technology Industry; United States
Rayport, Jeffrey F., Susie Ma, and Amram Migdal. "Seeding and Selling Asana." Harvard Business School Case 821-054, March 2021. (Revised August 2022.)
- Article
Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis
By: Rohit Deshpandé, J. U. Farley and F E Webster Jr
Deshpandé, Rohit, J. U. Farley, and F E Webster Jr. "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis." Journal of Marketing 57, no. 1 (January 1993): 23–37.
- 25 Apr 2014
- News
Fostering a synergy at work that benefits associates as well as customers
Ganesh Natarajan (AMP 169, 2005), CEO of Zensar Technologies, is cultivating a collaborative management philosophy and innovative HR policies to ensure its 7,000 associates help customers achieve their business needs. At the core of the... View Details
- April 2011
- Module Note
The Boundaries of Customer Information Systems: Limiting Management Awareness of Strategic Opportunities
By: Francisco de Asis Martinez-Jerez
Martinez-Jerez, Francisco de Asis. "The Boundaries of Customer Information Systems: Limiting Management Awareness of Strategic Opportunities." Harvard Business School Module Note 111-102, April 2011.
- 01 Oct 1999
- News
The Same the World Over: Focusing on Customers and Innovation Brings Success
climate, customer orientation, and innovation. "Corporate culture was perceived as the prevailing set of shared values held by a firm's managers," Deshpandé explains, "qualities such as loyalty and tradition. We defined climate as the... View Details
Keywords: Peter K. Jacobs
- 2021
- Working Paper
If Customer Relationships Matter, Why Do Businesses Play Tricks with Their Prices?
By: Julia von Schuckmann, Marco Bertini and Ann Kronrod
- 2005
- Book
Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing
Rayport, Jeffrey F., and Bernard J. Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Boston, MA: Harvard Business School Press, 2005.
- fall 1996
- Article
Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Managers
By: Roger Hallowell, Leonard A. Schlesinger and Jeffrey Zornitsky
- June 2002
- Article
Do Better Customers Utilize Electronic Distribution Channels? The Case of PC Banking
By: L Hitt and F. Frei
Keywords: Online Technology
Hitt, L., and F. Frei. "Do Better Customers Utilize Electronic Distribution Channels? The Case of PC Banking." Management Science 48, no. 6 (June 2002): 732–748.
- 01 Nov 2018
- News
On Hold for 45 Minutes? It Might Be Your Secret Customer Score
- June 2016
- Teaching Note
HubSpot: Lower Churn through Greater CHI
By: Jill Avery, Asis Martinez Jerez and Thomas Steenburgh
HubSpot, a web marketing startup selling inbound marketing software to small- and medium-sized businesses, is under pressure from its venture capital partners to rapidly acquire new customers and to maintain a low level of customer churn. The B2B SaaS company is in the... View Details
- October 2012
- Article
Target the Right Market
By: Jill Avery and Thomas Steenburgh
SparkPlace is a two-year-old business with a hot new product: software that manages and measures the effectiveness of permission-based marketing campaigns for social media. The company is in the process of deciding on which of two customer segments to focus its... View Details
Keywords: Marketing; Market Segmentation; Customer Defection; Customer Lifetime Value; Customer Relationship Management; CRM; Market Segmentation And Target Market Selection; Marketing Strategy; Product Marketing; Customer Focus and Relationships; Customer Value and Value Chain; Technology Industry; United States
Avery, Jill, and Thomas Steenburgh. "Target the Right Market." Harvard Business Review 90, no. 10 (October 2012): 119–123.
- September 1993
- Article
Maximizing the Utility of Customer Product Testing: Beta Test Design and Management
By: R. J. Dolan