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Show Results For
- All HBS Web
(2,448)
- People (3)
- News (418)
- Research (1,697)
- Events (11)
- Multimedia (6)
- Faculty Publications (677)
- May 2024
- Background Note
Net Revenue Retention: Unpacking the Dynamics of Customer Monetization
By: Elie Ofek, Barak Libai and Eitan Muller
Firms and investors alike are beginning to recognize the importance of tracking how revenues from existing customers are evolving over time and to appreciate the value in understanding what might explain changes in these revenues. Consequently, in addition to looking... View Details
Keywords: Customer Relationship Management; Revenue; Measurement and Metrics; Customer Value and Value Chain
Ofek, Elie, Barak Libai, and Eitan Muller. "Net Revenue Retention: Unpacking the Dynamics of Customer Monetization." Harvard Business School Background Note 524-092, May 2024.
- 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
- April 1997
- Background Note
Using ABC to Manage Customer Mix and Relationships
By: Robert S. Kaplan
Describes applying activity-based costing to manage customer relationships. Links cost-to-serve to net margins earned with individual customers. View Details
Kaplan, Robert S. "Using ABC to Manage Customer Mix and Relationships." Harvard Business School Background Note 197-094, April 1997.
- 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
Applegate, Lynda M., Gabriele Piccoli, and Chekitan Dev. "Hilton Hotels: Brand Differentiation through Customer Relationship Management." Harvard Business School Case 809-029, July 2008.
- 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
- 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
- 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
- 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
- 05 Jun 2019
- News
When Customers Want to See the Human Behind the Product
- 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
Ascarza, Eva, and Ayelet Israeli. "Artea: Designing Targeting Strategies." Harvard Business School Exercise 521-021, September 2020. (Revised June 2023.)
- 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
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.
- 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
- 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
- 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
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.
- 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
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.)
- 20 May 2021
- News
Inflation Rate Calculator: Customize Your Own Consumer-Price Index
- 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
- 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
Gulati, Ranjay. Reorganize for Resilience: Putting Customers at the Center of Your Organization. Harvard Business Press, 2009.
- April 2019
- Article
Internalizing Global Value Chains: A Firm-Level Analysis
By: Laura Alfaro, Pol Antràs, Davin Chor and Paola Conconi
In recent decades, advances in information and communication technology and falling trade barriers have led firms to retain within their boundaries and in their domestic economies only a subset of their production stages. A key decision facing firms worldwide is the... View Details
Keywords: Global Value Chains; Sequential Production; Incomplete Contracts; Demand and Consumers; Customer Value and Value Chain; Globalization
Alfaro, Laura, Pol Antràs, Davin Chor, and Paola Conconi. "Internalizing Global Value Chains: A Firm-Level Analysis." Journal of Political Economy 127, no. 2 (April 2019): 508–559. (See Online Appendix. Replications files available here. Also NBER Working Paper 21582.)
- 2017
- Working Paper
Internalizing Global Value Chains: A Firm-Level Analysis
By: Laura Alfaro, Pol Antràs, Davin Chor and Paola Conconi
In recent decades, advances in information and communication technology and falling trade barriers have led firms to retain within their boundaries and in their domestic economies only a subset of their production stages. A key decision facing firms worldwide is the... View Details
Keywords: Global Value Chains; Sequential Production; Incomplete Contracts; Demand and Consumers; Customer Value and Value Chain; Globalization
Alfaro, Laura, Pol Antràs, Davin Chor, and Paola Conconi. "Internalizing Global Value Chains: A Firm-Level Analysis." Harvard Business School Working Paper, No. 16-028, September 2015. (Updated October 2017. See Online Appendix. Also NBER Working Paper 21582. Forthcoming in the Journal of Political Economy.)