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Publications

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  • All HBS Web  (192)
    • News  (21)
    • Research  (150)
    • Events  (1)
  • Faculty Publications  (95)

Show Results For

  • All HBS Web  (192)
    • News  (21)
    • Research  (150)
    • Events  (1)
  • Faculty Publications  (95)
← Page 4 of 192 Results →

    Jacob M. Cook

    Jacob Cook is a Lecturer in the Marketing Unit at Harvard Business School, where he teaches the EC course Digital Marketing & AI Workshop. His work focuses on how companies design and scale customer acquisition and retention strategies using digital marketing,... View Details

    • February 1997 (Revised April 1998)
    • Case

    first direct (A)

    By: Jeffrey F. Rayport
    Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to nearly 700,000 customers throughout... View Details
    Keywords: Service Delivery; Customer Satisfaction; Banks and Banking; Innovation and Invention; Banking Industry; United Kingdom
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    Rayport, Jeffrey F., and Dickson Louie. "first direct (A)." Harvard Business School Case 897-079, February 1997. (Revised April 1998.)
    • Winter 2014
    • Article

    Does Service Bundling Reduce Churn?

    By: Jeff Prince and Shane Greenstein
    We examine whether bundling in telecommunications services reduces churn using a series of large, independent cross sections of household decisions. To identify the effect of bundling, we construct a pseudo-panel dataset and utilize a linear, dynamic panel-data model,... View Details
    Keywords: Communication Technology; Customer Satisfaction; Product Marketing; Telecommunications Industry
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    Prince, Jeff, and Shane Greenstein. "Does Service Bundling Reduce Churn?" Journal of Economics & Management Strategy 23, no. 4 (Winter 2014): 839–875.
    • May 2020
    • Article

    Sales Leadership During and After the Crisis

    By: Frank V. Cespedes
    Because customer acquisition and retention are the lifeblood of a for-profit enterprise, sales activities establish foundational conditions for a business. In turn, sales managers’ responsibilities in a crisis extend beyond keeping the lights on. Their leadership makes... View Details
    Keywords: Sales; Leadership; Health Pandemics; Crisis Management
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    Cespedes, Frank V. "Sales Leadership During and After the Crisis." Top Sales Magazine (May 2020), 28–29.
    • February 2022
    • Case

    Cleveland Clinic Abu Dhabi

    By: Linda A. Hill and Emily Tedards
    In 2006, the Cleveland Clinic and Mubadala Investment Company partnered with a bold ambition to deliver world class healthcare in the United Arab Emirates. In 2015, after nearly a decade of planning and construction, Cleveland Clinic Abu Dhabi opened its doors. By... View Details
    Keywords: Organizational Behavior; Culture; Alignment; Organizational Effectiveness; Purpose; Impact; Leadership Development; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Teams; Team Dynamics; Teamwork; Team Effectiveness; Trust; Talent; Talent Development And Retention; Psychological Safety; Organizational Evolution; Coaching; Board; Analytics; Innovation; Data; Data Visualization; Digital Technology; Digital; Customer Experience; Experimentation; Change Management; Data-driven Decision-making; Debates; Ecosystem; Partnership; Telemedicine; Sustainability; Global Organizations; Local; Hospital; Healthcare; United Arab Emirates; Health Care and Treatment; Partners and Partnerships; Globalization; Quality; Organizational Culture; Mission and Purpose; Innovation and Management; Information Technology; Joint Ventures; Leadership; Performance Effectiveness; Abu Dhabi; United Arab Emirates
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    Hill, Linda A., and Emily Tedards. "Cleveland Clinic Abu Dhabi." Harvard Business School Case 422-058, February 2022.
    • December 1999 (Revised March 2002)
    • Case

    Hunter Business Group: TeamTBA

    By: Das Narayandas and Elizabeth R. Caputo
    The Hunter Business Group (HBG), a direct marketing consulting firm specializing in reorganizing the sales and marketing efforts of industrial firms, uses integrated customer contact technologies (including field sales, telephone, and mail) as a means of... View Details
    Keywords: Communication Technology; Marketing Communications; Marketing Reference Programs; Marketing Strategy; Market Participation; Sales; Value Creation; Consulting Industry
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    Narayandas, Das, and Elizabeth R. Caputo. "Hunter Business Group: TeamTBA." Harvard Business School Case 500-030, December 1999. (Revised March 2002.)
    • August 2017 (Revised August 2018)
    • Case

    Busbud: Building a Data Company

    By: Srikant M. Datar, Alistair Croll and Caitlin N. Bowler
    The case features the work of LP Maurice (HBS '08) as he decides to take on the fragmented bus travel industry and launch an online business that aggregates and shares bus schedules for routes around the world. His first challenge: finding that the data he needs is... View Details
    Keywords: Data Science; Analytics and Data Science; Business Startups; Knowledge Acquisition; Customers; Measurement and Metrics; Transportation Industry
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    Datar, Srikant M., Alistair Croll, and Caitlin N. Bowler. "Busbud: Building a Data Company." Harvard Business School Case 118-011, August 2017. (Revised August 2018.)
    • 17 Sep 2013
    • First Look

    First Look: September 17

    churn, and then offering retention incentives to a subset of customers at the top of the churn ranking. The implicit assumption is that this process would maximize firm's profits by targeting View Details
    Keywords: Sean Silverthorne
    • 02 Sep 2015
    • What Do You Think?

    What's Wrong With Amazon’s Low-Retention HR Strategy?

    companies like Amazon where the loyalty of customers is relatively more towards the product & its prices," and less towards its rarely seen employees. The most frequently expressed view was that it is natural to gear a View Details
    Keywords: by James Heskett; Web Services; Retail; Apparel & Accessories; Consumer Products; Fashion
    • July 2023
    • Case

    Honeycomb

    By: Jeffrey J. Bussgang and Kumba Sennaar
    Honeycomb, an audio app enabling seniors to record stories and save family memories, suddenly draws interest from a younger user demographic. The co-founders consider pivoting to better serve this new user demographic. How should they think about strategy, brand, and... View Details
    Keywords: Entrepreneurship; Venture Capital; Operations; Business Startups; Customer Focus and Relationships; Age; Brands and Branding; Technology Industry; United States
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    Bussgang, Jeffrey J., and Kumba Sennaar. "Honeycomb." Harvard Business School Case 824-012, July 2023.
    • November 2007
    • Article

    A Model of Consumer Learning for Service Quality and Usage

    By: Raghuram Iyengar, Asim Ansari and Sunil Gupta
    In many services, e.g., the wireless service industry, consumers choose a service plan based on their expected consumption. In such situations, consumers experience two forms of uncertainty. First, consumers may be uncertain about the quality of their service provider... View Details
    Keywords: Experience and Expertise; Customer Value and Value Chain; Learning; Price; Knowledge Use and Leverage; Marketing Strategy; Consumer Behavior; Service Delivery; Quality; Risk and Uncertainty; Service Industry
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    Iyengar, Raghuram, Asim Ansari, and Sunil Gupta. "A Model of Consumer Learning for Service Quality and Usage." Journal of Marketing Research (JMR) 44, no. 4 (November 2007): 529–544.
    • February 2022
    • Case

    Cleveland Clinic Abu Dhabi (Abridged)

    By: Linda A. Hill and Emily Tedards
    In 2006, the Cleveland Clinic and Mubadala Investment Company partnered with a bold ambition to deliver world class healthcare in the United Arab Emirates. In 2015, after nearly a decade of planning and construction, Cleveland Clinic Abu Dhabi opened its doors. By... View Details
    Keywords: Organization Behavior; Culture; Alignment; Organizational Effectiveness; Purpose; Impact; Leadership Development; Diversity; Collaboration; Co-creation; Learning Organizations; Empowerment; Teams; Team Dynamics; Teamwork; Team Effectiveness; Trust; Talent; Talent Development And Retention; Psychological Safety; Organizational Evolution; Coaching; Board; Analytics; Innovation; Data; Data Visualization; Digital Technology; Digital; Customer Experience; Experimentation; Change Management; Data-driven Decision-making; Debates; Ecosystem; Partnership; Telemedicine; Sustainability; Global Organizations; Local; Hospital; Healthcare; United Arab Emirates; Health Care and Treatment; Partners and Partnerships; Globalization; Quality; Organizational Culture; Mission and Purpose; Innovation and Management; Information Technology; Joint Ventures; Leadership; Performance Effectiveness; Abu Dhabi; United Arab Emirates
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    Hill, Linda A., and Emily Tedards. "Cleveland Clinic Abu Dhabi (Abridged)." Harvard Business School Case 422-056, February 2022.
    • February 2024
    • Case

    Chime Solutions

    By: Shai Bernstein, William R. Kerr, Christopher Stanton, Raymond Kluender and Mel Martin
    Just two years after launching its 10k by 2020 initiative to hire 10,000 employees by 2020, the COVID-19 pandemic forced Chief Executive Officer Mark Wilson to send nearly all of his staff at Chime Solutions (Chime) to work from home. Chime was a customer contact firm... View Details
    Keywords: Working Capital; Service Operations; Recruitment; Performance; Change Management; Retention; Financial Institutions; Employee Relationship Management; Talent and Talent Management; Growth Management; Mission and Purpose; Communications Industry; Service Industry; United States
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    Bernstein, Shai, William R. Kerr, Christopher Stanton, Raymond Kluender, and Mel Martin. "Chime Solutions." Harvard Business School Case 824-133, February 2024.
    • February 2005 (Revised May 2005)
    • Case

    Intelliseek

    Intelliseek harvests, filters, and mines the content of messages posted by consumers online and on discussion boards and blogs. For any specified consumer product brand, Intelliseek measures the volume of work-of-mouth and its valence (proportion of positive and... View Details
    Keywords: Internet and the Web; Information Technology; Consumer Behavior; Knowledge Management; Marketing Reference Programs; Web Services Industry
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    Wathieu, Luc R., and Allan Friedman. "Intelliseek." Harvard Business School Case 505-061, February 2005. (Revised May 2005.)
    • March 2024 (Revised May 2024)
    • Case

    Amperity: First-Party Data at a Crossroads

    By: Elie Ofek, Hema Yoganarasimhan and Alexis Lefort
    In the summer of 2023, Amperity management was facing a critical decision on its future direction. Given the dramatic changes occurring within the digital advertising ecosystem, as concerns over consumer privacy placed limits on the ability to engage in third-party... View Details
    Keywords: AI and Machine Learning; Technology Adoption; Business Strategy; Digital Marketing; Price; Product; Business or Company Management; Advertising Industry
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    Ofek, Elie, Hema Yoganarasimhan, and Alexis Lefort. "Amperity: First-Party Data at a Crossroads." Harvard Business School Case 524-017, March 2024. (Revised May 2024.)
    • March 2025
    • Case

    Harvey: AI for Lawyers

    By: Suraj Srinivasan, Charles Krumholz and Radhika Kak
    In early 2025, Winston Weinberg and Gabe Pereyra, co-founders of Harvey AI, reflected on the company’s meteoric rise as a pioneer in AI-powered legal technology. Since its founding in 2022, Harvey had transformed how lawyers approached research, drafting, and document... View Details
    Keywords: Innovation Strategy; Business Startups; AI and Machine Learning; Technological Innovation; Growth and Development Strategy; Product Positioning; Legal Services Industry; Technology Industry; New York (city, NY); San Francisco; London
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    Srinivasan, Suraj, Charles Krumholz, and Radhika Kak. "Harvey: AI for Lawyers." Harvard Business School Case 125-087, March 2025.
    • January 2021 (Revised March 2021)
    • Exercise

    E-Commerce Analytics for CPG Firms (C): Free Delivery Terms

    By: Ayelet Israeli and Fedor (Ted) Lisitsyn
    The E-Commerce Analytics group at the traditional CPG firm was in charge of compiling various online sales reports, as well as making data-driven recommendations for sales and marketing tactics. In a series of exercises, students address different data challenges for... View Details
    Keywords: Data; Data Analysis; Data Analytics; Data Sharing; CPG; Consumer Packaged Goods (CPG); Delivery Planning; Customer Lifetime Value; Online Channel; Retail; Retail Analytics; Retailing Industry; Ecommerce; Grocery; Grocery Delivery; Margins; Analytics and Data Science; Retention; E-commerce; Retail Industry; Consumer Products Industry; United States
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    Israeli, Ayelet, and Fedor (Ted) Lisitsyn. "E-Commerce Analytics for CPG Firms (C): Free Delivery Terms." Harvard Business School Exercise 521-080, January 2021. (Revised March 2021.)
    • Research Summary

    Managing Marketspace Service Interfaces

    By: Jeffrey F. Rayport

    Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details

    • September 2019 (Revised June 2020)
    • Case

    Othellonia: Growing a Mobile Game

    By: Eva Ascarza, Tomomichi Amano and Sunil Gupta
    In the summer of 2019, Yu Sasaki, Head of the Game Division of DeNA, a Japanese mobile gaming company, is evaluating various growth strategies for its recent game Othellonia. Sasaki needs to decide if he should focus on customer acquisition, retention, or monetization. View Details
    Keywords: Targeting; Retention/churn; Freemium; Monetization; Customer Relationship Management; Games, Gaming, and Gambling; Mobile and Wireless Technology; Growth and Development Strategy; Marketing; Customers; Marketing Strategy; Retention; Acquisition; Entertainment and Recreation Industry; Japan
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    Ascarza, Eva, Tomomichi Amano, and Sunil Gupta. "Othellonia: Growing a Mobile Game." Harvard Business School Case 520-016, September 2019. (Revised June 2020.)
    • 26 Jul 2010
    • Research & Ideas

    Yes, You Can Raise Prices in a Downturn

    As economic turmoil continues, many companies are reconsidering their strategies with an eye toward going lean and slashing prices. And that might work for a few companies—but very few. Instead, companies should compete "on the basis of initiatives for which their... View Details
    Keywords: by Sean Silverthorne; Retail; Consumer Products
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