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January 2014 (Revised May 2014)
Case

Tech Mahindra and the Acquisition of Satyam Computers (A)

By: Srikant M. Datar, Anjali Raina and Namrata Arora

Set in 2008, the case details Tech Mahindra, an information technology (IT) company within the Mahindra Group, an Indian multi-industry company with a diverse stable of businesses including automotives, farm equipment, and financial services, and its decision to... View Details

Keywords: Acquisition; Corporate Governance; Computer Industry; India

March 2018 (Revised August 2020)
Case

Alaska Airlines: Empowering Frontline Workers to Make It Right

By: Ranjay Gulati, Andrew O'Connell and Caroline de Lacvivier

This case documents the ongoing efforts by Alaska Airlines to enhance its efforts to become more customer centric by empowering its employees using a service framework. It explores how the airline starts with a completely hands-off approach to empowerment in which... View Details

Keywords: Employee Empowerment; Customer Focus and Relationships; Employees; Service Delivery; Organizational Culture; Integration; Air Transportation Industry

December 18, 2023
Article

Are Everywhere Stores the New Face of Retail?

By: David R. Bell, Santiago Gallino and Antonio Moreno

Historically, customer engagement and product fulfillment occurred in the same place — a traditional retail store. But today, retailers are beginning to explore how they can create opportunities for customers to engage with products in native environments. A related... View Details

Keywords: Customer Focus and Relationships; Consumer Behavior; Distribution; Logistics; Retail Industry

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March 2006
Case

Cabo San Viejo: Rewarding Loyalty

By: Youngme E. Moon, Gail J. McGovern and Seth Schulman

In 2005, Cabo San Viejo, a premier health and fitness spa resort located in Palm Springs, California, is debating whether to introduce a Customer Rewards Program. Describes the customer management challenges the firm is facing and outlines the various ways in which a... View Details

Keywords: Debates; Customer Relationship Management; Marketing Strategy; Problems and Challenges; Adoption; Value Creation; Health Industry; California

September 1999 (Revised September 1999)
Case

Convergys Corporation

By: Stephen P. Bradley and Kelley Porter

Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Growth and Development Strategy; Management Practices and Processes; Service Delivery; Service Operations; Strategy; Competitive Strategy; Corporate Strategy; Information Industry; Service Industry

August 2022 (Revised October 2023)
Case

Bajaj Finance: Building an Omnipresent Financial Services Firm

By: Das Narayandas and Rachna Tahilyani

Bajaj Finance, India’s largest consumer finance firm with $20.9 billion of assets across 50.5 million customers, is on a journey to transform itself from a traditional firm that sells loans and other financial products through brick-and-mortar outlets to an omnipresent... View Details

Keywords: Financial Institutions; Transformation; Financial Instruments; Customer Satisfaction; Internet and the Web; Customer Focus and Relationships; India

April 2008
Module Note

Service Design in the Context of Customer-Operators

By: Frances X. Frei

Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on... View Details

Keywords: Customer Satisfaction; Management; Design; Service Operations; Cost

2024
Working Paper

Incrementality Representation Learning: Synergizing Past Experiments for Intervention Personalization

By: Ta-Wei Huang, Eva Ascarza and Ayelet Israeli

This paper introduces Incrementality Representation Learning (IRL), a novel multitask representation learning framework that predicts heterogeneous causal effects of marketing interventions. By leveraging past experiments, IRL efficiently designs and targets... View Details

Keywords: Heterogeneous Treatment Effect; Multi-task Learning; Representation Learning; Personalization; Promotion; Deep Learning; Field Experiments; Customer Focus and Relationships; Customization and Personalization

June 2024
Case

SnapTravel: Betting on 'Super.com'

By: Reza Satchu and Tom Quinn

This case explores SnapTravel, a travel startup offering discounted hotel rooms, and its founders’ desire to pivot to a “super app” that saved customers money across many different purchase types. During the COVID-19 pandemic, Hussein Fazal and Henry Shi saw SnapTravel... View Details

2009
Chapter

Nonlinear Pricing

By: Raghuram Iyengar and Sunil Gupta

A nonlinear pricing schedule refers to any pricing structure where the total charges payable by customers are not proportional to the quantity of their consumed services. We begin the chapter with a discussion of the broad applicability of nonlinear pricing schemes. We... View Details

Keywords: Price; Demand and Consumers; Duopoly and Oligopoly; Monopoly; Service Operations; Research

October 2017
Case

The Transformation of Microsoft

By: C. Fritz Foley, E. Scott Mayfield and F. Katelynn Boland

In early 2015, Amy Hood, CFO of Microsoft, and the rest of the senior leadership team faced a set of fundamental choices. The firm had opportunities to serve customers in ways that would be associated with higher growth but lower margin. Some of these opportunities... View Details

Keywords: Growth; Corporate Finance; Valuation; Growth Management; Communication Strategy; Transformation; Information Technology Industry; Computer Industry; United States

March 2000 (Revised November 2001)
Case

Rosenbluth International and Biztravel.com

Rosenbluth, the third largest U.S. travel agency, uses the Internet to serve new customers with a high-service strategy. Rosenbluth acquires Biztravel.com and integrates the customer support and logistics aspects of service delivery. View Details

Keywords: Horizontal Integration; Internet and the Web; Service Delivery; Acquisition; Travel Industry; United States

18 Apr 2007
HBS Case

How Magazine Luiza Courts the Poor

"Magazine Luiza: Building a Retail Model of 'Courting the Poor.'" "Magazine Luiza has made a business of targeting the bottom of the pyramid and is beloved as a company by employees and customers alike," Frei says.... View Details

Keywords: by Julia Hanna; Retail

November 2019 (Revised April 2020)
Case

Purple Innovation, Inc.: The Online to Offline Marketing Challenge

By: Elie Ofek and Nakisha Williams

This case focuses on Purple Innovation Inc. (Purple), a company that started out in the Direct to Consumer (DTC) mattress space. In late 2018, after a successful launch and IPO with sales predominantly originating from its website, Purple was looking to sustain its... View Details

Keywords: Offline Sales; Marketing Strategy; Digital Marketing; Growth and Development Strategy; Consumer Products Industry; Retail Industry

September–October 2013
Article

Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services

By: Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats

The ongoing fragmentation of work has resulted in a narrowing of tasks into smaller pieces that can be sent outside the organization and, in many instances, around the world. This trend is shifting the boundaries of organizations and leading to increased outsourcing.... View Details

Keywords: Job Cuts and Outsourcing; Medical Specialties; Health Care and Treatment; Customer Focus and Relationships; Learning; Customer Satisfaction; Health Industry

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19 Jul 2004
Research & Ideas

Your Customers: Use Them or Lose Them

Frei. Their customers are better off and the organizations earn a disproportionate share of the profits over their competitors. Frei, who spoke with HBS alumni on June 4 in a session titled "Capitalizing on the Power of the... View Details

Keywords: by Martha Lagace

Forthcoming
Article

Personalization and Targeting: How to Experiment, Learn & Optimize

By: Aurelie Lemmens, Jason M.T. Roos, Sebastian Gabel, Eva Ascarza, Hernan Bruno, Elea McDonnell Feit, Brett Gordon, Ayelet Israeli, Carl F. Mela and Oded Netzer

Personalization has become the heartbeat of modern marketing. Advances in causal inference and machine learning enable companies to understand how the same marketing action can impact the choices of individual customers differently. This article provides an academic... View Details

Keywords: Targeting; Experiments; Observational Studies; Policy Implementation; Policy Evaluation; Customization and Personalization; Marketing Strategy; Customer Focus and Relationships; Research

Article

Selling After the Crisis

By: Frank V. Cespedes

Like perishable goods in grocery stores, sales models have a sell-by date. As product standards evolve and new entrants emerge, buyers have more choices and demand more in terms of quality and performance across vendors. Firms that fail to adjust to changing customer... View Details

Keywords: Sales Model; Sales; Management; Customer Relationship Management; Health Pandemics

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2023
Book

Beyond AI: ChatGPT, Web3, and the Business Landscape of Tomorrow

By: Ken Huang, Yang Wang, Feng Zhu, Xi Chen and Chunxiao Xing

This book explores the transformative potential of ChatGPT, Web3, and their impact on productivity and various industries. It delves into Generative AI (GenAI) and its representative platform ChatGPT, their synergy with Web3, and how they can revolutionize business... View Details

Keywords: Generative Ai; AI and Machine Learning; Ethics; Technology Adoption

February 2001 (Revised September 2005)
Case

Howard Schultz and Starbucks Coffee Company

By: Nancy F. Koehn

Investigates the entrepreneur's strategic initiatives to develop a mass market for specialty coffee in the 1980s and 1990s. These initiatives included the development of premium products, rapid expansion of company-owned stores--each with attractive retail environments... View Details

Keywords: Entrepreneurship; Groups and Teams; Brands and Branding; Growth Management; Employee Relationship Management; Consumer Behavior; Organizational Design; Leadership Style; Customer Relationship Management; Competitive Advantage; Vertical Integration; Food and Beverage Industry

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