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  • All HBS Web  (2,444)
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    • News  (418)
    • Research  (1,697)
    • Events  (11)
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Show Results For

  • All HBS Web  (2,444)
    • People  (3)
    • News  (418)
    • Research  (1,697)
    • Events  (11)
    • Multimedia  (6)
  • Faculty Publications  (676)
← Page 5 of 2,444 Results →
  • 06 Jul 2020
  • Research & Ideas

The Right Way to Manage Customer Churn for Maximum Profit

they spend any more money or do any additional work. The only thing we are suggesting is that they change their algorithm.” About the Author Michael Blanding is a writer based in Boston. [Image: RyanJLane ] Related Reading The Profit... View Details
Keywords: by Michael Blanding; Retail; Service; Financial Services
  • September 2020 (Revised June 2023)
  • Exercise

Artea: Designing Targeting Strategies

By: Eva Ascarza and Ayelet Israeli
This collection of exercises aims to teach students about 1)Targeting Policies; and 2)Algorithmic bias in marketing—implications, causes, and possible solutions. Part (A) focuses on A/B testing analysis and targeting. Parts (B),(C),(D) Introduce algorithmic bias. The... View Details
Keywords: Algorithmic Data; Race And Ethnicity; Experimentation; Promotion; "Marketing Analytics"; Marketing And Society; Big Data; Privacy; Data-driven Management; Data Analytics; Data Analysis; E-Commerce Strategy; Discrimination; Targeted Advertising; Targeted Policies; Targeting; Pricing Algorithms; A/B Testing; Ethical Decision Making; Customer Base Analysis; Customer Heterogeneity; Coupons; Algorithmic Bias; Marketing; Race; Gender; Diversity; Customer Relationship Management; Marketing Communications; Advertising; Decision Making; Ethics; E-commerce; Analytics and Data Science; Retail Industry; Apparel and Accessories Industry; United States
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Ascarza, Eva, and Ayelet Israeli. "Artea: Designing Targeting Strategies." Harvard Business School Exercise 521-021, September 2020. (Revised June 2023.)
  • September 2010
  • Supplement

Using Regression Analysis to Estimate Time Equations (CW)

By: Francisco de Asis Martinez-Jerez
This note presents a simple way to estimate time equations using regression analysis in Excel. The note quickly outlines regression analysis, then presents a real-life case example from the natural gas industry that students can use to gain experience developing and... View Details
Keywords: History; Management Practices and Processes; Activity Based Costing and Management; Learning; Outcome or Result; Financial Statements; Experience and Expertise; Adoption; Communication Technology; Knowledge Acquisition; Management Skills
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Martinez-Jerez, Francisco de Asis. "Using Regression Analysis to Estimate Time Equations (CW)." Harvard Business School Spreadsheet Supplement 111-702, September 2010.
  • 17 Sep 2001
  • Research & Ideas

Let Customers Call the Shots

technologies could be used to create a captive one-to-one relationship between firms and consumers, so that customers could literally be viewed as assets. We should start to realize that things are not that simple. Ultimately, a... View Details
Keywords: by Martha Lagace
  • 2017
  • Mimeo

Science for Society: Science and Technology Based Social Entrepreneurship

By: Tarun Khanna, Shashank Shah and Kundan Madireddy
This publication is an outcome of the team's research, engagement and interactions with over 25 science and technology-based social enterprises in India. It provides details on the research process, insightful outcomes and innovative impact.
Throughout the... View Details
Keywords: Social Entrepreneurship; Science-Based Business; Information Technology; Business and Community Relations; India
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Khanna, Tarun, Shashank Shah, and Kundan Madireddy. "Science for Society: Science and Technology Based Social Entrepreneurship." Harvard University South Asia Institute, 2017. Mimeo. (This publication is an outcome of a grant from the Tata Trusts.)
  • 09 Dec 2019
  • Research & Ideas

Identify Great Customers from Their First Purchase

about which customers will respond well to marketing emails. Based on the researchers’ analysis, the beauty retailer’s email marketing campaign would have been 39.7 percent more effective if it had targeted... View Details
Keywords: by Kristen Senz; Retail; Service
  • July 2008
  • Case

Hilton Hotels: Brand Differentiation through Customer Relationship Management

By: Lynda M. Applegate, Gabriele Piccoli and Chekitan Dev
This case analyzes the Hilton Hotels Corporation's CRM strategy at a key juncture in its history, immediately after the firm has been taken private by Blackstone. The case provides students with a comprehensive history of the evolution and IT enablers of Hilton's CRM... View Details
Keywords: Customer Relationship Management; Marketing Strategy; Privatization; Performance Evaluation; Information Technology; Accommodations Industry
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Applegate, Lynda M., Gabriele Piccoli, and Chekitan Dev. "Hilton Hotels: Brand Differentiation through Customer Relationship Management." Harvard Business School Case 809-029, July 2008.
  • 05 Jun 2019
  • News

When Customers Want to See the Human Behind the Product

  • 06 May 2002
  • Research & Ideas

A Toolkit for Customer Innovation

development is a drawn-out process of trial and error, often ping-ponging between manufacturer and customer. First, the manufacturer develops a prototype based on information from customers that is... View Details
Keywords: by Stefan Thomke & Eric Von Hippel
  • September 2022
  • Background Note

On CUE: The Quest for Optimal Customer Unit Economics

By: Elie Ofek, Barak Libai and Eitan Muller
Startups are often evaluated by how well they perform on unit economics, defined as the ratio of a customer’s lifetime value (LTV) to acquisition costs (CAC). A common target for unit economics, advocated by many VCs and analysts, is 3:1 (i.e., LTV/CAC=3). While there... View Details
Keywords: Unit Economics; Business Startups; Performance Evaluation; Customer Value and Value Chain; Customer Relationship Management; Analysis
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Ofek, Elie, Barak Libai, and Eitan Muller. "On CUE: The Quest for Optimal Customer Unit Economics." Harvard Business School Background Note 523-050, September 2022.
  • 16 Jun 2020
  • Research & Ideas

Your Customers Have Changed. Here's How to Engage Them Again.

The coronavirus shock has disrupted more than jobs, supply chains, and financial markets. Your customer has changed fundamentally, too. The number one task for many companies now is discovering where their B2C and B2B View Details
Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Retail; Service
  • 03 Feb 2016
  • Research & Ideas

The State of Customer Service Leadership

example, that company would not be selling a “lifestyle” so successfully on a global basis today to its customer base of students, younger singles, and married couples moving into their first apartment or... View Details
Keywords: by Jim Aisner; Retail
  • September 2002 (Revised August 2020)
  • Technical Note

Real Estate Finance: A Technical Note Based on 'Bonnie Road'

By: Arthur I Segel
Supplement to (813-186). View Details
Keywords: Real Estate; Investment Evaluation; Property; Acquisition; Finance; Analysis; Real Estate Industry; New Jersey
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Segel, Arthur I. "Real Estate Finance: A Technical Note Based on 'Bonnie Road'." Harvard Business School Technical Note 803-030, September 2002. (Revised August 2020.)
  • Fast Answer

Resources for Investment Management and Financial Analysis

Resources and instructional videos for company and industry financial analysis, stock pitching, Business Analysis & Valuation Using Financial Statements (BAV), Investment Management and Capital Markets, Projects in... View Details
  • June 2016
  • Article

Understanding Online Hotel Reviews Through Automated Text Analysis

By: Shawn Mankad, Hyunjeong "Spring" Han, Joel Goh and Srinagesh Gavirneni
Customer reviews submitted at Internet travel portals are an important yet underexplored new resource in obtaining feedback on customer experience for the hospitality industry. These data are often voluminous and unstructured, presenting analytical challenges for... View Details
Keywords: Hotel Reviews; Natural Language Processing; Information Technology; Service Operations; Accommodations Industry; Moscow
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Mankad, Shawn, Hyunjeong "Spring" Han, Joel Goh, and Srinagesh Gavirneni. "Understanding Online Hotel Reviews Through Automated Text Analysis." Service Science 8, no. 2 (June 2016): 124–138.
  • 20 May 2021
  • News

Inflation Rate Calculator: Customize Your Own Consumer-Price Index

  • 2009
  • Book

Reorganize for Resilience: Putting Customers at the Center of Your Organization

By: Ranjay Gulati
In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer focused," but they don't deliver solutions to customers' thorniest problems. Why?... View Details
Keywords: Competency and Skills; Customer Focus and Relationships; Profit; Organizational Culture; Organizational Structure; Cooperation
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Gulati, Ranjay. Reorganize for Resilience: Putting Customers at the Center of Your Organization. Harvard Business Press, 2009.
  • 01 Apr 2002
  • News

Stocking Up Can Build Customer Value

A classic business problem from the 1950s illustrates the tension between inventory costs and missed sales. A newspaper vendor must decide how many papers to buy each day based on typical demand. His profit is optimized, the solution... View Details
Keywords: Colleges, Universities, and Professional Schools; Educational Services
  • June 2023
  • Simulation

Artea Dashboard and Targeting Policy Evaluation

By: Ayelet Israeli and Eva Ascarza
Companies deploy A/B experiments to gain valuable insights about their customers in order to answer strategic business problems. In marketing, A/B tests are often used to evaluate marketing interventions intended to generate incremental outcomes for the firm. The Artea... View Details
Keywords: Algorithm Bias; Algorithmic Data; Race And Ethnicity; Experimentation; Promotion; Marketing And Society; Big Data; Privacy; Data-driven Management; Data Analysis; Data Analytics; E-Commerce Strategy; Discrimination; Targeted Advertising; Targeted Policies; Pricing Algorithms; A/B Testing; Ethical Decision Making; Customer Base Analysis; Customer Heterogeneity; Coupons; Marketing; Race; Gender; Diversity; Customer Relationship Management; Marketing Communications; Advertising; Decision Making; Ethics; E-commerce; Analytics and Data Science; Retail Industry; Apparel and Accessories Industry; United States
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Israeli, Ayelet, and Eva Ascarza. "Artea Dashboard and Targeting Policy Evaluation." Harvard Business School Simulation 523-707, June 2023.
  • Forthcoming
  • Article

Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment

By: Shunyuan Zhang and Das Narayandas
We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
Keywords: AI and Machine Learning; Customer Focus and Relationships; Performance Efficiency
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Zhang, Shunyuan, and Das Narayandas. "Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment." Management Science (forthcoming).
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