Publications

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2005
Class Lecture

Managing Markets, Segments, and Customers

By: Das Narayandas

Keywords: Markets; Segmentation; Customers

2010
Simulation

Marketing Simulation: Managing Segments and Customers

By: Das Narayandas

In this single-player simulation, students assume the position of CEO of a medical motor manufacturer and are tasked with executing a successful business-to-business marketing strategy over a period of twelve fiscal quarters. Students determine all aspects of the... View Details

Keywords: Marketing Strategy; Salesforce Management; Distribution Channels; Price; Product Positioning; Customer Relationship Management; Profit; Revenue; Cost vs Benefits; Policy; Manufacturing Industry

April 2006 (Revised April 2008)
Course Overview Note

Managing Service Operations: Understanding the Customer Operating Role

By: Frances X. Frei

Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details

Keywords: Service Operations

October 2014 (Revised November 2016)
Technical Note

Customer Lifetime Value (CLV) vs. Customer Lifetime Return on Investment (CLROI)

By: Elie Ofek

This note presents two related measures for assessing the financial value of a customer to the firm. The first is the well-known measure of Customer Lifetime Value, or CLV for short. The second, which has received much less attention, treats the acquisition of a... View Details

Keywords: Customer Lifetime Value; Return On Investment; Segmentation; Social Networks; Customer Relationship Management; Marketing Strategy; Investment Return; Social and Collaborative Networks; Social Media

November 2011
Case

Comfort Class Transport: Does Customer Service Need an Overhaul?

By: Michael J Roberts and Paul E. Morrison

The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with... View Details

Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Management; Demand and Consumers; Service Operations; Order Taking and Fulfillment; Performance Capacity; Customer Satisfaction; Transportation Industry

July 2023 (Revised February 2024)
Supplement

Managing Customer Retention at Teleko

By: Eva Ascarza

This exercise aims to teach students about 1)Targeting Policies; and 2)Algorithmic decision making, 3) Retention management. View Details

Keywords: Customer Relationship Management; Telecommunications Industry; Technology Industry; United States

October 2023 (Revised February 2024)
Supplement

Managing Customer Retention at Teleko

By: Eva Ascarza and Ta-Wei Huang

March 2003
Background Note

Customer Migration and Customer Types

By: Das Narayandas

Describes the evolution of customer relationships using the price vs. cost-to-serve matrix. View Details

Keywords: Customer Focus and Relationships; Cost; Price; Service Operations

1980
Chapter

Managing Communications and Conflict in Interpersonal Relationships

By: John J. Gabarro and Cyrus F. Gibson

Keywords: Interpersonal Communication; Conflict Management; Relationships

August 2024
Technical Note

Managing Professional Relationships in the Modern Workplace

By: Christina R. Wing, Andrew Peddar and Dylan Torchinsky

06 Jul 2020
Research & Ideas

The Right Way to Manage Customer Churn for Maximum Profit

effort. The most obvious examples of managing churn are cell phone and cable companies, in which the customer relationship is contractual, and View Details

Keywords: by Michael Blanding; Retail; Service; Financial Services

Article

How B2B Companies Can Win Back Customers They've Lost

By: Frank V. Cespedes and León Poblete

Most research and training in sales focus on acquiring new customers. But winning back previous customers is increasingly important: mergers, choice in supply chains, and uncertainty about trade wars mean that B2B customers are constantly re-evaluating relationships... View Details

Keywords: B2B; Customer Reacquisition; Customer Relationship Management

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Research Summary

Customer Intelligence

Data and Reality Mining for Business Applications
Business Value of Social Networks
Customer Behavior Patterns
Analitical Customer Relationship Management

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April 2006
Background Note

Informing Service Management with Customer Data

By: Frances X. Frei and Dennis Campbell

Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details

Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value

November 2004
Article

Linking Customer Management Effort to Customer Profitability in Industrial Markets

By: Douglas Bowman and Das Narayandas

Keywords: Customers; Management; Profit; Markets

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March 2009
Article

Customer Experience Creation: Determinants, Dynamics and Management Strategies

By: Leonard A. Schlesinger, Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman, Anne Roggeveen and Michael Tsiros

Retailers, such as Starbucks and Victoria's Secret, aim to provide customers a great experience across channels. In this paper we provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience... View Details

Keywords: Customer Focus and Relationships; Business Strategy; Growth and Development Strategy; Retail Industry