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  • All HBS Web  (6,261)
    • People  (3)
    • News  (1,340)
    • Research  (4,164)
    • Events  (16)
    • Multimedia  (81)
  • Faculty Publications  (2,896)

Show Results For

  • All HBS Web  (6,261)
    • People  (3)
    • News  (1,340)
    • Research  (4,164)
    • Events  (16)
    • Multimedia  (81)
  • Faculty Publications  (2,896)
← Page 5 of 6,261 Results →
  • April 15, 2019
  • Article

Why Anxious Customers Prefer Human Customer Service

By: Michelle A. Shell and Ryan W. Buell
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Shell, Michelle A., and Ryan W. Buell. "Why Anxious Customers Prefer Human Customer Service." Harvard Business Review (website) (April 15, 2019).
  • 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.)
  • Research Summary

Customer Management in Business-to-Business Markets

By: Das Narayandas

Das Narayandas is engaged in ongoing research on vendor firms' management of long-term customer relationships. The initial phase of his research involved identifying vendors that stood to benefit from long-term relationships with select sets of customers and... View Details

  • 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
  • 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.)
  • 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
  • 20 Sep 2007
  • Research & Ideas

How to be a Customer

Harvard Business School professor John Quelch writes a blog on marketing issues, called Marketing Know: How, for Harvard Business Online. It is reprinted on HBS Working Knowledge.99 percent of marketing focuses on how to sell to customers. Very little attention is paid... View Details
Keywords: by John Quelch
  • Research Summary

The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
  • June 2014 (Revised March 2017)
  • Teaching Note

Agero: Enhancing Capabilities for Customers

By: Robert Simons and Natalie Kindred
This is the teaching note for Agero: Enhancing Capabilities for Customers (HBS No. 113-001) View Details
Keywords: Management Control Systems; Execution; Organization Structure; Diagnostic Control Systems; Interactive Control Systems; Performance Goals; Performance Measurement; Strategy; Organizational Design; Performance Evaluation; Customer Focus and Relationships
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Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Teaching Note 114-093, June 2014. (Revised March 2017.)
  • 21 Sep 2011
  • News

Innovators don't ignore customers

  • 2002
  • Article

Beyond Customer Loyalty

By: James L. Heskett
Keywords: Customer Satisfaction
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Heskett, James L. "Beyond Customer Loyalty." Managing Service Quality 12, no. 6 (2002).
  • February 2007 (Revised May 2008)
  • Supplement

Bancaja: Developing Customer Intelligence (B)

In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it... View Details
Keywords: Customer Relationship Management; Credit Cards; Analytics and Data Science; Knowledge Use and Leverage; Marketing Strategy; Banking Industry; Spain
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Martinez-Jerez, Francisco de Asis, and Katherine Miller. "Bancaja: Developing Customer Intelligence (B)." Harvard Business School Supplement 107-066, February 2007. (Revised May 2008.)
  • April 2011
  • Module Note

How Customer Information Systems Drive Strategy: Customer Profitability

By: Francisco de Asis Martinez-Jerez
Keywords: Customers; Information Management; Marketing Strategy; Commercialization; Profit
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Martinez-Jerez, Francisco de Asis. "How Customer Information Systems Drive Strategy: Customer Profitability." Harvard Business School Module Note 111-098, April 2011.
  • 15 Dec 2017
  • Video

Playing Around with Customer Experience

  • 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.)
  • 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​.)
  • 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
  • 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
  • February 2007 (Revised May 2007)
  • Case

Bancaja: Developing Customer Intelligence (A)

In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it... View Details
Keywords: Customer Relationship Management; Banking Industry; Spain
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Martinez-Jerez, Francisco de Asis, and Katherine Miller. "Bancaja: Developing Customer Intelligence (A)." Harvard Business School Case 107-055, February 2007. (Revised May 2007.)
  • 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
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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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