Customer Profitability Analysis - Publications - Faculty & Research

08 Nov 2011
First Look

First Look: Nov. 8

Abstract In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of... View Details

Keywords: Sean Silverthorne

02 Jun 2010
What Do You Think?

How Do You Weigh Strategy, Execution, and Culture in an Organization’s Success?

Those placing the greatest weight on strategy were characterized by Pete DeLisi's observation that "it's hard to perform if you don't have the right solutions, addressing a real need, provided to the right customers when they are... View Details

Keywords: by Jim Heskett

01 Mar 2004
News

Derek Ferguson

Music, a retailer based in the Midwest. “Its biggest profit drivers were rap and hip-hop,” he remarks. “I remember thinking that there was a real opportunity to cater more directly to that customer base.” To... View Details

Keywords: Julia Hanna; Performing Arts, Spectator Sports, and Related Industries; Arts, Entertainment

08 Aug 2017
First Look

First Look at Research and Ideas, August 8, 2017

determining the expected return of, and hence the optimal allocation to, less persistent, more turnover-intensive characteristics. The mean-variance optimal tilts toward value, size, and profitability are roughly equal to each other and... View Details

Keywords: Sean Silverthorne

15 Dec 2003
Research & Ideas

The New Global Business Manager

just wrote a case on Procter & Gamble in Japan. They understand that Japanese women are incredibly sophisticated, demanding customers who spend more money on cosmetics than anyone else in the world. Instead of saying, "Well,... View Details

Keywords: by Cynthia Churchwell

26 Nov 2001
Op-Ed

Why Corporate Budgeting Needs To Be Fixed

present to the future. After all, her compensation doesn't change whether she misses the target by a little or a lot; she still gets her full salary (assuming she doesn't get fired, of course). But by shifting profits forward—by prepaying... View Details

Keywords: by Michael C. Jensen

20 Aug 2008
Op-Ed

The Time is Right for Creative Capitalism

networks of companies and organizations are emerging, new ways of competing and collaborating are becoming more important. Old boundaries are withering. The traditional widget-making company maximizing its own profit in a nationally... View Details

Keywords: by Nancy Koehn

12 Nov 2021
News

Alumni Business Leaders on Confronting the Climate Change Challenge

question: The data and analysis in the latest IPCC report amplified the reality that climate change is widespread, rapidly intensifying, and attributable to human activity. It also signaled both a responsibility and a real opportunity to... View Details

01 Sep 2023
News

The Exchange: Where Ethics Meet Economics

manifesting there? Mike Luca: Tech companies shape the information we see, the products we use, and the markets we participate in. This raises important societal questions about the decisions business leaders make. Is Airbnb facilitating discrimination? Are hidden fees... View Details

Keywords: Jen McFarland Flint; Data Processing, Hosting, and Related Services; Information

03 Jul 2018
First Look

New Research and Ideas, July 3, 2018

refurbished parts was inaccurate and resulted in profits being shifted from one segment to another. Prior to his report to the SEC, Mayhem had reported his concerns to his managers and to the company’s internal compliance hotline. At... View Details

Keywords: Dina Gerdeman

06 Feb 2013
What Do You Think?

Is ‘Conscious Capitalism’ an Antidote to Income Inequality?

customer satisfaction and product excellence at least as important as profitability), a collaborative spirit between employers and employees , a long-term view , and a close relationship with suppliers." Several respondents voiced serious... View Details

Keywords: by James Heskett

03 Jan 2011
Research & Ideas

Most Popular Articles of 2010

customers on social networks such as Facebook. Professor Mikolaj Jan Piskorski provides a fresh look into the interpersonal dynamics of these sites and offers guidance for approaching these tantalizing markets The 'Luxury Prime': How... View Details

Keywords: by Staff

26 Jun 2018
First Look

New Research and Ideas, June 26, 2018

sellers' product spaces. We find evidence consistent with the former explanation: the likelihood of Amazon's entry is positively correlated with the popularity and customer ratings of third-party sellers' products. We also find that... View Details

Keywords: Dina Gerdeman

26 Jun 2017
Research & Ideas

How Cellophane Changed the Way We Shop for Food

senses deprived by cellophane—i.e., while a store’s customers could no longer touch, smell, or taste a product before buying it, cellophane let you imagine how a product smelled, felt, or tasted. One ad in 1930 made the claim that “your... View Details

Keywords: by Carmen Nobel; Food & Beverage; Retail; Advertising

18 Dec 2012
First Look

First Look: December 18

greater customer satisfaction and employee retention after six months as compared to (a) socialization that focused on organizational identity (emphasizing the pride to be gained from organizational affiliation) and (b) the organization's... View Details

Keywords: Carmen Nobel

11 Apr 2024
News

Mission Control

Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Hi, this is Dan Morrell, host of Skydeck. By the time Peter Platzer (MBA 2002) was a teenager, he knew he wanted to be a physicist—and he was fascinated by space, eagerly engrossed in space-time diagrams... View Details

29 Aug 2023
News

Helping Consumers Decarbonize their Purchases

Subscribe on iTunes Subscribe on Spotify More Skydeck episodes Hi, this is Dan Morrell, host of Skydeck. In this episode, we’re going to be highlighting an episode of another HBS podcast: Climate Rising, which focuses on what businesses are doing, can do, and should do... View Details

Web

Frequently Asked Questions | HBS Online

HBS Online for Organizations What types of organizations qualify for an Enterprise Agreement? We work with a variety of companies, from large multinational corporations to small businesses, and universities across the globe. Can courses be View Details

20 Oct 2011
Research & Ideas

Getting the Marketing Mix Right

"Companies really need to pay attention to the effectiveness of their marketing instruments," Steenburgh says. "They need to look at whether they're creating new customers or whether they're just drawing View Details

Keywords: by Dina Gerdeman

Web

Courses by Faculty Unit - Course Catalog

Elective Curriculum: Course Descriptions Last Updated: 22 Jan 2025 By Unit View by Unit | View by Course Title | View by Faculty | Print View Accounting & Management Course Title Faculty Name Term Quarter Credits The Anatomy of Fraud (TAF) Aiyesha Dey Jonas Heese Fall... View Details

Publications