Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
  • Research
    • Research
    • Publications
    • Global Research Centers
    • Case Development
    • Initiatives & Projects
    • Research Services
    • Seminars & Conferences
    →
  • Publications→

Publications

Publications

Filter Results: (1,518) Arrow Down
Filter Results: (1,518) Arrow Down Arrow Up

Show Results For

  • All HBS Web  (1,518)
    • News  (276)
    • Research  (1,053)
    • Events  (9)
    • Multimedia  (2)
  • Faculty Publications  (408)

Show Results For

  • All HBS Web  (1,518)
    • News  (276)
    • Research  (1,053)
    • Events  (9)
    • Multimedia  (2)
  • Faculty Publications  (408)
← Page 4 of 1,518 Results →
  • 09 Dec 2019
  • Research & Ideas

Identify Great Customers from Their First Purchase

School. By incorporating data most companies discard, Ascarza and her co-researcher devised an algorithm capable of quickly analyzing more than 40 variables to create a “first impression” of the customer... View Details
Keywords: by Kristen Senz; Retail; Service

    Unlock the Mysteries of Your Customer Relationships

    Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: People now expect companies... View Details
    • 01 Dec 2014
    • News

    Making Big Data Fashionable

    Principles Áslaug Magnúsdóttir Customizing Couture Online Customizing Couture Online Jamal Motlagh Taking Tailoring High Tech Taking Tailoring High Tech Katrina Lake Dressing by Number Dressing by Number... View Details
    Keywords: Christine Lejeune; fashion; Market Research, Photo, Translation, Veterinary and Other Services; Professional Services
    • July–August 2014
    • Article

    Unlock the Mysteries of Your Customer Relationships

    By: Jill Avery, Susan Fournier and John Wittenbraker
    Consumers have always had relationships with brands, but sophisticated tools for analyzing customer data are finally allowing marketing organizations to personalize and manage those relationships. With this new power comes a new challenge: people now expect companies... View Details
    Keywords: Brand Management; CRM; Brands and Branding; Marketing; Marketing Strategy; Customer Focus and Relationships; Customer Relationship Management; Consumer Products Industry; Retail Industry; United States
    Citation
    Find at Harvard
    Related
    Avery, Jill, Susan Fournier, and John Wittenbraker. "Unlock the Mysteries of Your Customer Relationships." Harvard Business Review 92, nos. 7/8 (July–August 2014): 72–81.
    • 08 Aug 2005
    • Research & Ideas

    A Balanced Scorecard Approach To Measure Customer Profitability

    our inefficiencies. For example, if important customers are migrating to smaller order sizes, the company can focus on reducing setup and order handling costs. The company can ask the customer to use... View Details
    Keywords: by Robert S. Kaplan
    • 24 Apr 2014
    • News

    Tackling the data dilemma

    firm with innovative products, services, and solutions to help companies transition to the new style of IT. Since joining HP in 2011, Whitman has championed initiatives that help customers navigate the new realities of 21st-century... View Details
    • January 2020
    • Case

    Banorte Móvil: Data-Driven Mobile Growth

    By: Ayelet Israeli, Carla Larangeira and Mariana Cal
    In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details
    Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile and Wireless Technology; Growth and Development Strategy; Customers; Technology Adoption; Communication Strategy; Banking Industry; Mexico; Latin America
    Citation
    Educators
    Purchase
    Related
    Israeli, Ayelet, Carla Larangeira, and Mariana Cal. "Banorte Móvil: Data-Driven Mobile Growth." Harvard Business School Case 520-068, January 2020.
    • March 31, 2023
    • Article

    What Is the Optimal Pattern of a Customer Journey?

    By: Julian De Freitas
    Even though customer experience (CX) leaders are becoming increasingly focused on optimizing their firms’ customer journeys, they face a clear challenge: Which touchpoints along the journey should they invest in? That is, which moments when the customer interacts with... View Details
    Keywords: Consumer Behavior; Customers; Brands and Branding
    Citation
    Read Now
    Related
    De Freitas, Julian. "What Is the Optimal Pattern of a Customer Journey?" Harvard Business Review (website) (March 31, 2023).
    • 04 Jun 2024
    • Research & Ideas

    Navigating Consumer Data Privacy in an AI World

    Harnessing customer data well is central to any modern business, as is earning consumers’ trust that their information will stay private. With data breaches growing more... View Details
    Keywords: by Rachel Layne; Technology; Information Technology
    • June 2023
    • Article

    National Customer Orientation: An Empirical Test across 112 Countries

    By: Ofer Mintz, Imran S. Currim and Rohit Deshpandé
    Customer orientation is a central tenet of marketing. However, less is known about how customer orientation varies across countries and time. Mintz, Currim, and Deshpandé (Eur. J. Mark., 56: 1014–1041, 2022) propose a country-level construct, national customer... View Details
    Keywords: Global Range; Customer Focus and Relationships
    Citation
    Read Now
    Related
    Mintz, Ofer, Imran S. Currim, and Rohit Deshpandé. "National Customer Orientation: An Empirical Test across 112 Countries." Marketing Letters 34, no. 2 (June 2023): 189–204.

      National Customer Orientation: An Empirical Test across 112 Countries

      Customer orientation is a central tenet of marketing. However, less is known about how customer orientation varies across countries and time.  Mintz, Currim, and Deshpandé (Eur. J. Mark., 56: 1014–1041, 2022) propose a country-level construct, national customer... View Details
      • October 1994 (Revised November 1994)
      • Case

      British Airways: Using Information Systems to Better Serve the Customer

      By: W. Earl Sasser and Norman Klein
      Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details
      Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry
      Citation
      Educators
      Purchase
      Related
      Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
      • April 2022
      • Teaching Note

      Banorte Móvil: Data-Driven Mobile Growth

      By: Ayelet Israeli and Carla Larangeira
      In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details
      Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile and Wireless Technology; Growth and Development Strategy; Customers; Technology Adoption; Communication Strategy; Banking Industry; Mexico; Latin America
      Citation
      Purchase
      Related
      Israeli, Ayelet, and Carla Larangeira. "Banorte Móvil: Data-Driven Mobile Growth." Harvard Business School Teaching Note 522-095, April 2022.
      • 06 Jul 2020
      • Research & Ideas

      The Right Way to Manage Customer Churn for Maximum Profit

      the example of an online retailer who suddenly sees a monthly shopper stop buying for two months. “Customers just stop using the service but don’t have to tell the company.” In order to manage churn, companies typically use machine learning technology to crunch View Details
      Keywords: by Michael Blanding; Retail; Service; Financial Services
      • 01 Jun 2023
      • News

      Bridging the ESG Data Gap

      and venture capitalists. Founders use the software to report ESG data by answering a few operations-focused questions, and then they can easily access ESG scores, peer benchmarks, and customized plans for... View Details
      Keywords: Deborah Blagg
      • February 2008
      • Case

      Campbell Soup Company: Selling Channel Innovation to Customers

      Campbell Soup, like most food manufacturers, faced grocery chain and wholesale demand for its goods driven by Campbell's own promotional pricing structure rather than retail consumer demand. Former policies to encourage overstock created huge swings in production and... View Details
      Keywords: Information Technology; Distribution Channels; Order Taking and Fulfillment; Manufacturing Industry; Food and Beverage Industry
      Citation
      Educators
      Purchase
      Related
      Ton, Zeynep. "Campbell Soup Company: Selling Channel Innovation to Customers." Harvard Business School Case 608-141, February 2008.
      • 24 Feb 2014
      • Research & Ideas

      Busting Six Myths About Customer Loyalty Programs

      total value of tailored coupons that shoppers stand to lose if they go elsewhere. Store-switching costs created this way increase the spending and loyalty of shoppers. For retailers lacking the capability of using information about their card-holding View Details
      Keywords: by Marcel Corstjens & Rajiv Lal; Retail; Consumer Products
      • 16 May 2011
      • Research & Ideas

      What Loyalty? High-End Customers are First to Flee

      How Do Incumbents Fare in the Face of Increased Service Competition?, Campbell, fellow HBS professor Frances X. Frei and doctoral student Ryan W. Buell explore this dance between service levels, customer loyalty, and competitive strategy.... View Details
      Keywords: by Julia Hanna
      • 23 Oct 2013
      • News

      How Far Is Too Far in Selling Customer Data?

      • 27 Sep 2018
      • Working Paper Summaries

      Large-Scale Demand Estimation with Search Data

      Keywords: by Tomomichi Amano, Andrew Rhodes, and Stephan Seiler; Retail
      • ←
      • 4
      • 5
      • …
      • 75
      • 76
      • →
      ǁ
      Campus Map
      Harvard Business School
      Soldiers Field
      Boston, MA 02163
      →Map & Directions
      →More Contact Information
      • Make a Gift
      • Site Map
      • Jobs
      • Harvard University
      • Trademarks
      • Policies
      • Accessibility
      • Digital Accessibility
      Copyright © President & Fellows of Harvard College.