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Show Results For
- All HBS Web
(12,588)
- People (50)
- News (3,119)
- Research (6,951)
- Events (26)
- Multimedia (167)
- Faculty Publications (4,803)
- February 2018 (Revised October 2019)
- Case
HubSpot and Motion AI: Chatbot-Enabled CRM
By: Jill Avery and Thomas Steenburgh
HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software platform that enabled companies to easily build and deploy chatbots, fueled by artificial intelligence, to interact... View Details
Keywords: CRM; Sales Management; Customer Service; Artificial Intelligence; B2B Vs. B2C; Business Marketing; SaaS; Marketing; Marketing Strategy; Brands and Branding; Customer Focus and Relationships; Sales; Salesforce Management; Technological Innovation; Applications and Software; Customer Relationship Management; AI and Machine Learning; Technology Industry; Service Industry; United States; North America
Avery, Jill, and Thomas Steenburgh. "HubSpot and Motion AI: Chatbot-Enabled CRM." Harvard Business School Case 518-067, February 2018. (Revised October 2019.)
- 21 May 2014
- News
Target Will Recover as It Keeps Customers
- January 2001
- Case
Achieving Customer Satisfaction at Pizza Hut (B)
By: V.G. Narayanan and Lisa Brem
Supplements the (A) case. View Details
- 2012
- Book
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
By: Frances Frei and Anne Morriss
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance—for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the... View Details
Frei, Frances, and Anne Morriss. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Cambridge: Harvard Business Review Press, 2012.
- April 2001
- Article
The Personality of Familiar and Important People: The Lay Perceiver as A Social Cognitive Theorist
By: Lorraine Chen Idson and Walter Mischel
Idson, Lorraine Chen, and Walter Mischel. "The Personality of Familiar and Important People: The Lay Perceiver as A Social Cognitive Theorist." Journal of Personality and Social Psychology 80, no. 4 (April 2001): 585–596.
- 1 Nov 1993
- Conference Presentation
Information Technology's Role in Transforming Customer Service
By: Jim I. Cash Jr.
- September 2018 (Revised March 2019)
- Case
National Australia Bank: Looking Out for the Customer
By: Mark R. Kramer and Hugh Foley
After learning that most defaults were due to health, job or marital problems, National Australia Bank revised its debt collection department to shift from penalizing people in default to assisting them in developing a work-out plan, enabling more than 90% to meet... View Details
Keywords: Banks and Banking; Borrowing and Debt; Customer Focus and Relationships; Success; Australia
Kramer, Mark R., and Hugh Foley. "National Australia Bank: Looking Out for the Customer." Harvard Business School Case 719-417, September 2018. (Revised March 2019.)
- 10 Sep 2021
- News
Human or Computer? Who’s Really Helping You With Customer Service?
- 23 Jan 2020
- News
Digital Transformation’s Emerging Effect on Customer Expectations
- 1995
- Working Paper
Managing Marketing by the Customer Equity Criterion
By: Robert C. Blattberg and John Deighton
- January 2004 (Revised August 2007)
- Teaching Note
Internet Customer Acquisition Strategy at Bankinter (TN)
By: Francisco de Asis Martinez-Jerez and V.G. Narayanan
Teaching Note to (9-103-021). View Details
- 2020
- Report
Benchmarking National Customer Orientation in New Markets
By: Rohit Deshpandé, Imran S. Currim and Ofer Mintz
Deshpandé, Rohit, Imran S. Currim, and Ofer Mintz. "Benchmarking National Customer Orientation in New Markets." Report, Marketing Science Institute, October 2020.
- April 2015 (Revised June 2015)
- Case
Haier: Zero Distance to the Customer (A)
By: Dennis Campbell, Marshall Meyer, Shelley Xin Li and Kristin Stack
Campbell, Dennis, Marshall Meyer, Shelley Xin Li, and Kristin Stack. "Haier: Zero Distance to the Customer (A)." Harvard Business School Case 115-006, April 2015. (Revised June 2015.)
- September–October 1987
- Article
Manage Customers for Profits (Not Just Sales)
By: Benson P. Shapiro, V. K. Rangan, Rowland T. Moriarty and Elliot Ross
Shapiro, Benson P., V. K. Rangan, Rowland T. Moriarty, and Elliot Ross. "Manage Customers for Profits (Not Just Sales)." Harvard Business Review 65, no. 5 (September–October 1987).
- Web
Managing Customers for Growth - Course Catalog
HBS Course Catalog Managing Customers for Growth Course Number 1965 Associate Professor Eva Ascarza Fall; Q2; 1.5 credits 14 Sessions Project Introduction Without customers, there is no business! This course focuses on how firms design... View Details
- 01 Apr 2024
- In Practice
Navigating the Mood of Customers Weary of Price Hikes
Inflation remains front and center for consumers and businesses, which continue to reel from the double-digit rise in prices during the COVID-19 pandemic and the interest rate... View Details
- June 2016 (Revised January 2018)
- Case
Airbnb, Etsy, Uber: Growing from One Thousand to One Million Customers
By: Thales S. Teixeira and Morgan Brown
By 2016, two-sided online platforms (or marketplaces) were pervasive among the highest growing internet startups around. These marketplaces sought to match suppliers of assets for rent, physical products or services with customers demanding them. Among the most notable... View Details
Keywords: Airbnb; Etsy; Uber; Growth Hacking; Two Sided Markets; Digital Platforms; Marketing; Digital Marketing; Growth Management; Service Industry
Teixeira, Thales S., and Morgan Brown. "Airbnb, Etsy, Uber: Growing from One Thousand to One Million Customers." Harvard Business School Case 516-108, June 2016. (Revised January 2018.)
- 10 Jul 2017
- Op-Ed
Op-Ed: It’s a Bad Idea to Ban Customers From Recording Videos
Consumers delight in using smartphones to record their experiences and surroundings, but for businesses, such devices present tricky challenges. Suppose a customer encounters a hair in her food, a spill in... View Details