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(12,720)
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Show Results For
- All HBS Web
(12,720)
- People (50)
- News (3,143)
- Research (7,048)
- Events (30)
- Multimedia (176)
- Faculty Publications (4,897)
- 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).
- 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.)
- Article
Put the Customer Back in the Boardroom
By: John A. Quelch and Gail J. McGovern
Quelch, John A., and Gail J. McGovern. "Put the Customer Back in the Boardroom." Directors & Boards 27, no. 4 (Summer 2003): 87–88.
- 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.)
- 24 Apr 2013
- News
A pop-up city becomes an 80 million person laboratory
- Forthcoming
- Article
Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment
By: Shunyuan Zhang and Das Narayandas
We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
- 05 Jun 2019
- News
When Customers Want to See the Human Behind the Product
- March 2007
- Teaching Note
Understanding Customer Profitability at Charles Schwab (TN)
By: Francisco de Asis Martinez-Jerez
Teaching note to 106002. View Details
- 11 Aug 2014
- Blog Post
Create a Personalized Approach to Recruiting through Company Appointments
Company Appointments allow you to connect with students on an individual or small group basis. Students get to know you and your recruiting structure through a less formal setting which can be a great avenue to evaluate how a student will... View Details
- March 1991 (Revised October 2022)
- Background Note
Beyond the Myth of the Perfect Mentor: Take Charge and Build Your Personal Board of Directors
By: Linda A. Hill, Nancy A Kamprath and Leticia Garcia
Instead of embarking on an odyssey for the perfect mentor, individuals should pursue a strategy of building a network of developmental relationships. In this note, we explore the process by which such a network can be established and cultivated: 1) What functions can... View Details
Hill, Linda A., Nancy A Kamprath, and Leticia Garcia. "Beyond the Myth of the Perfect Mentor: Take Charge and Build Your Personal Board of Directors." Harvard Business School Background Note 491-096, March 1991. (Revised October 2022.)
- 24 Oct 2023
- Research & Ideas
When Tech Platforms Identify Black-Owned Businesses, White Customers Buy
Democratic-leaning areas. And new customers of Black-owned businesses were more likely to be white, based on an analysis of reviewers’ profile photos, relative to prior customers. Luca View Details
- 10 May 2018
- News
Google sells the future, powered by your personal data
- 20 Dec 2022
- Podcast
102. Customers Think In Trade-Offs: A Conversation with Pontus Siren and Shahriar Parvarandeh
In an earlier episode of The Disruptive Voice, Pontus Sirén discussed the Jobs methodology and how it relates to customer centricity. Companies exist to address customer problems, i.e. their Jobs To Be Done – and the first critical step for any innovator is to identify... View Details
- 01 Mar 2019
- News
Required Reading: The Keys for Unlocking the Customer Value Chain
- 16 Jan 2018
- News
New 'Hot-Desking' Trend Eliminates Personal Space In The Office
- July 2009
- Exercise
Bringing AMP Home: Personal Memos to Improve Your Organization
By: Max H. Bazerman
This exercise helps AMP participants connect the concepts in AMP to specific issues that are current in their organizations. This exercise is done for each participant and each phase is shared with living group colleagues 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.
- Web
Using Personal Devices for HBS Business | Information Technology
Personal Device Requirements Any device which will be used for HBS business or connect to HBS systems, data must adhere to the requirements listed in the Minimum Security Responsibilities: Computers and... View Details