CRM - Publications - Faculty & Research

01 Sep 2015
News

Case Study: Golden Ticket

platform of options beyond ticketing, including licensed merchandise sales and CRM for sporting events and dedicated event feeds that will ping relatives and friends about upcoming games and recitals. Expansion is a question of dimension:... View Details

23 Jul 2013
First Look

First Look: July 23

Relationships Using CRM By: Avery, Jill, and Susan Fournier Abstract—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... View Details

Keywords: Anna Secino

06 Mar 2013
What Do You Think?

Who Should Manage Our Work Time?

CRM and voicemail systems Technology can scale human efficiency, but only up to a point." Ganesh Ramakrishnan added, "The technologies to communicate, collaborate and access infinite information have evolved and spread much... View Details

Keywords: by James Heskett

21 May 2007
Research & Ideas

Fixing the Marketing-CEO Disconnect

customer relationship management; not only have the technologies to support CRM changed radically in recent years, but the principles that firms use to serve customers have evolved as well. Q: What are the key challenges in aligning... View Details

Keywords: by Sean Silverthorne

Web

Staff Directory | Baker Library

Information Architecture Specialist Metadata & Knowledge Systems Kelsey Russell Email and CRM Specialist HBS Working Knowledge Kathleen Ryan Information Research Specialist, Customer Engagement Baker Research & Data Services Areas of... View Details

29 Jun 2007
First Look

First Look: June 29, 2007

(CRM) project would require, the bank decided to explore its benefits with a smaller pilot project. It appointed a CRM project team to design and implement a project focused on credit cards. Describes the challenges of the Spanish credit... View Details

Keywords: Martha Lagace

12 Jul 2016
First Look

July 12, 2016

lead for offering a customer relationship management (CRM) solution as a Web-based service. Siebel, the leader in CRM packaged software sales, has to devise a strategy to compete with salesforce.com. Purchase this case:... View Details

Keywords: Sean Silverthorne

30 Oct 2018
First Look

New Research and Ideas, October 30, 2018

https://www.hbs.edu/faculty/Pages/item.aspx?num=55176 Harvard Business School Case 518-067 HubSpot and Motion AI: Chatbot-Enabled CRM HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider,... View Details

Keywords: Dina Gerdeman

20 May 2008
First Look

First Look: May 20, 2008

Hong Kong to Wuxi, China to attend the first ever meeting of China Resources Microelectronic's (CRM) newly established Office of Strategy Management. The team had high hopes for this meeting as CRM was not only one of CRC's most... View Details