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  • All HBS Web  (6,269)
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  • All HBS Web  (6,269)
    • People  (3)
    • News  (1,339)
    • Research  (4,166)
    • Events  (16)
    • Multimedia  (81)
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← Page 5 of 6,269 Results →
  • 2003
  • Class Lecture

Why Customers Matter

By: W. Earl Sasser Jr.
Keywords: Customer Value and Value Chain
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Sasser, W. Earl, Jr. "Why Customers Matter." Boston: Harvard Business School Publishing Class Lecture, 2003. Electronic. (Faculty Lecture: HBSP Product Number 1490C.)
  • 15 Apr 2019
  • News

Why Anxious Customers Prefer Human Customer Service

  • winter 2002
  • Article

Customers As Assets

By: Sunil Gupta and Donald R. Lehmann
Keywords: Customers; Assets
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Gupta, Sunil, and Donald R. Lehmann. "Customers As Assets." Journal of Interactive Marketing 17, no. 1 (winter 2002): 9–24. (Winner of Journal of Interactive Marketing. Best Paper Award​.)
  • 01 Dec 2014
  • News

Customizing Couture Online

The way Áslaug Magnúsdóttir sees it, her new website, Tinker Tailor, which uses interactive web technology to customize high-end designer clothing, is an old-school approach to fashion. “Couture always was a collaboration between the... View Details
Keywords: April White; fashion; Professional Services
  • 14 Jul 2003
  • Research & Ideas

Keeping Your Balance With Customers

From product push to customer pull, technology has vastly reshaped the business transaction—and in turn, the customer's place in the value chain. Today, managing the customer relationship has become the... View Details
Keywords: by Robert S. Kaplan & David P. Norton
  • Fall 2020
  • Article

Competing on Customer Outcomes

By: Marco Bertini and Oded Koenigsberg
Customers ultimately want to pay for meaningful outcomes, not the products and services that presumably deliver them. Today, companies can be increasingly accountable for those outcomes with three kinds of technologically-enhanced revenue models. Adopt one to better... View Details
Keywords: Market Positioning; Revenue Strategy; Customer Satisfaction; Marketing Strategy; Business Model; Value Creation
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Bertini, Marco, and Oded Koenigsberg. "Competing on Customer Outcomes." MIT Sloan Management Review 62, no. 1 (Fall 2020).
  • Article

Respect Your Customers

By: John A. Quelch and Katherine E. Jocz
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Quelch, John A., and Katherine E. Jocz. "Respect Your Customers." Leader to Leader, no. 61 (Summer 2011): 36–42.
  • December 2015 (Revised October 2018)
  • Exercise

Customer Compatibility Exercise

By: Ryan W. Buell
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Buell, Ryan W. "Customer Compatibility Exercise." Harvard Business School Exercise 616-043, December 2015. (Revised October 2018.)
  • August 2002 (Revised November 2016)
  • Background Note

Customer Profitability and Lifetime Value

By: Elie Ofek
Introduces the central concepts involved in determining customer lifetime value, with detailed analysis and examples from the realm of direct marketing. Implications for marketing strategy and customer relationship management are briefly discussed. View Details
Keywords: Customer Value and Value Chain; Customer Relationship Management; Customization and Personalization; Product Marketing; Sales; Marketing Strategy; Management Analysis, Tools, and Techniques; Consumer Products Industry
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Ofek, Elie. "Customer Profitability and Lifetime Value." Harvard Business School Background Note 503-019, August 2002. (Revised November 2016.)
  • November 2011 (Revised August 2012)
  • Background Note

Customer Visits for Entrepreneurs

By: Frank V. Cespedes
Provides practical guidelines for conducting customer visits to explore and validate demand for an entrepreneurial offering. Reviews conditions under which visits will yield superior insights, compared to other research methods. Describes criteria for selecting visit... View Details
Keywords: Customers; Entrepreneurship
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Cespedes, Frank V. "Customer Visits for Entrepreneurs." Harvard Business School Background Note 812-098, November 2011. (Revised August 2012.)
  • June 2018
  • Article

Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged

By: Clarence Lee, Elie Ofek and Thomas Steenburgh
We study how digital service firms can develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to interact with one another (social usage) vary across... View Details
Keywords: Customer Engagement; Adoption Routes; Word-of-Mouth; Digital Marketing; Bayesian Estimation; Customers; Communication; Consumer Behavior; Marketing; Internet and the Web; Analytics and Data Science
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Lee, Clarence, Elie Ofek, and Thomas Steenburgh. "Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged." Management Science 64, no. 6 (June 2018): 2473–2495. (Lead Article.)
  • 21 Sep 2011
  • News

Innovators don't ignore customers

  • 27 Jul 2011
  • Research & Ideas

Customer Loyalty Programs That Work

The customer rewards cards that clutter wallets and clog key chains of many a shopper may soon be no more, as retailers move from physical to digital (read: mobile apps) forms of loyalty program member identification. It's a smart... View Details
Keywords: by Maggie Starvish; Retail
  • 04 Jun 2012
  • News

Customers Don't Want More Features

  • September 2020
  • Article

Customer Supercharging in Experience-Centric Channels

By: David R. Bell, Santiago Gallino and Antonio Moreno
We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging” and... View Details
Keywords: Retail Operations; Marketing-operations Interface; Omnichannel Retailing; Experience Attributes; Quasi-experimental Methods; Operations; Internet and the Web; Marketing Channels; Consumer Behavior; Retail Industry
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Bell, David R., Santiago Gallino, and Antonio Moreno. "Customer Supercharging in Experience-Centric Channels." Management Science 66, no. 9 (September 2020).

    Customer Supercharging in Experience-Centric Channels

    We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging”... View Details

    • September 2010 (Revised August 2011)
    • Background Note

    Pricing, Profits, and Customer Value

    By: Frank V. Cespedes, Benson P. Shapiro and Elliot B. Ross
    This note discusses how some firms (start-ups and established companies) maximize customer value and profits via their pricing processes. It is aimed at companies that compete on the basis of performance initiatives rather than absolute cost advantages and low price.... View Details
    Keywords: Customer Focus and Relationships; Customer Value and Value Chain; Cost; Price; Profit; Performance Effectiveness; Sales; Competitive Strategy
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    Cespedes, Frank V., Benson P. Shapiro, and Elliot B. Ross. "Pricing, Profits, and Customer Value." Harvard Business School Background Note 811-016, September 2010. (Revised August 2011.)
    • 16 Feb 2010
    • Research & Ideas

    The Outside-In Approach to Customer Service

    Reorganize for Resilience: Putting Customers at the Center of Your Business (Harvard Business Press). Gulati, whose research explores leadership and strategic challenges for building high growth organizations in turbulent markets, is the... View Details
    Keywords: by Sarah Jane Gilbert; Consumer Products
    • 04 Mar 2002
    • Research & Ideas

    Don’t Lose Money With Customers

    Investors diligently manage financial portfolios to maximize returns on their assets; yet corporate managers who invariably proclaim their business customers to be "valuable assets" rarely manage their relationships with them... View Details
    Keywords: by Peter K. Jacobs
    • May 2003
    • Background Note

    Customer Management Strategy in Business Markets

    By: Das Narayandas
    Describes in detail customer management strategies in business markets, including selection decisions, design and management of customer relationship strategies, monitoring the health of customer relations, and linking the vendors' customer management effort to... View Details
    Keywords: Customer Focus and Relationships; Customer Relationship Management; Decision Making; Networks; Customization and Personalization; Manufacturing Industry
    Citation
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    Narayandas, Das. "Customer Management Strategy in Business Markets." Harvard Business School Background Note 503-060, May 2003.
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