• 2012
• Chapter

Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM

By: Jill Avery and Susan Fournier

With incidences in the 20%–25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their customer portfolios. This chapter traces the relationship trajectory of a 30-year customer of Filene's... View Details

Keywords: Brands; Brand Management; CRM; Customer Relationship Management; Customer Focus and Relationships; Customers; Marketing; Brands and Branding; Marketing Communications; Marketing Strategy; Consumer Products Industry

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Avery, Jill, and Susan Fournier. "Firing Your Best Customers: How Smart Firms Destroy Relationships Using CRM." In Consumer-Brand Relationships: Theory and Practice, edited by Susan Fournier, Michael Breazeale, and Marc Fetscherin, 301–316. Routledge, 2012. (Paperback edition published in 2013.)

• 13 Mar 2023
• Op-Ed

How Leaders Should Leave

smoothly. Your departure may be more challenging if you’ve had an irreparable row with your boss, have been subject to harassment and are filing a claim, or if you’re leaving on short notice to join a competitor. But even in these cases, you’ll want to maintain View Details

Keywords: by John Quelch

• October 2015
• Case

Clearwater Seafoods

By: Forest L. Reinhardt

Clearwater sought to market value-added shellfish products in a traditionally commodities based industry, while facing supply uncertainties and regulatory, environmental, and foreign exchange challenges. Clearwater harvested lobsters, clams, scallops, shrimp, and other... View Details

Keywords: Agribusiness; Profit; Goods and Commodities; Governing Rules, Regulations, and Reforms; Product Marketing; Corporate Social Responsibility and Impact; Environmental Sustainability; Agriculture and Agribusiness Industry; Canada

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Reinhardt, Forest L. "Clearwater Seafoods." Harvard Business School Case 716-023, October 2015.

• 19 Apr 2010
• Research & Ideas

The History of Beauty

products like lip and eye cosmetics, although less so for foundation, because it is more expensive and needs to be a good match with skin tone. Achieving sustainable success in the beauty industry is another... View Details

Keywords: by Sean Silverthorne; Beauty & Cosmetics

• 19 Dec 2023
• Blog Post

Answering Your Questions About the HBS MBA Application

We do not start the evaluation process prior to the application deadline. Top 3 Questions We Wish We Got from Applicants 1. What makes a good essay? A good HBS essay is self-reflective! The essays are your... View Details

• February 2023
• Supplement

Graphic Packaging: Project Cowboy (A) Courseware

By: Benjamin C. Esty and Scott Mayfield

In July 2019, Graphic Packaging CEO Michael Doss was proposing a $600 million investment in a new machine to produce coated recycled board (CRB), a type of paper packaging used for consumer products (cups, cereal boxes, beverage boxes, etc.) that utilized recycled... View Details

Keywords: Capital Budgeting; Growth Management; Demand and Consumers; Duopoly and Oligopoly; Competitive Strategy; Competitive Advantage; Expansion; Value Creation; Supply and Industry; Pulp and Paper Industry; Pulp and Paper Industry; United States; North America

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Esty, Benjamin C., and Scott Mayfield. "Graphic Packaging: Project Cowboy (A) Courseware." Harvard Business School Spreadsheet Supplement 223-709, February 2023.

• 16 Jun 2008
• Research & Ideas

Seven Tips for Managing Price Increases

engineer products and packaging to hit key retail price points. This may mean downsizing package sizes, something the candy industry always does in response to inflation. 4. Use Promotions. If you've always passed through raw material... View Details

Keywords: by John Quelch

• 10 Jan 2024
• Research & Ideas

Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

percent or less for bad service. That was the expectation up until COVID.” However, “post-COVID,” as businesses came back from pandemic-induced lockdowns, consumer behavior shifted. “Consumers started to realize the value of waitstaff when the restaurant View Details

Keywords: by Anna Lamb, Harvard Gazette

• 08 Oct 2020
• Research & Ideas

Keep Your Weary Workers Engaged and Motivated

by the government, we had to furlough 90% of our team. They still receive benefits but no wages. We plan on bringing them all back as soon as we are allowed to reopen, but for now they have no income from the company. Many in our industry... View Details

Keywords: by Boris Groysberg and Robin Abrahams

• 09 Nov 2010
• First Look

First Look: November 9, 2010

  PublicationsDid Increased Competition Affect Credit Ratings? Authors:Bo Becker and Todd Milbourn Publication:Journal of Financial Economics (forthcoming) Abstract The credit rating industry has historically been dominated by just two... View Details

Keywords: Sean Silverthorne

• July 2007 (Revised March 2008)
• Background Note

Staging Two-Sided Platforms

By: Thomas R. Eisenmann and Andrei Hagiu

Firms that aspire to develop two-sided platforms face a formidable challenge. Prospective users on each side will not invest in the platform until they are confident there will be enough users on the other side. Traditional strategies for dealing with this... View Details

Keywords: Business Model; Risk Management; Two-Sided Platforms; Supply Chain; Strategy; Retail Industry

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Eisenmann, Thomas R., and Andrei Hagiu. "Staging Two-Sided Platforms." Harvard Business School Background Note 808-004, July 2007. (Revised March 2008.)