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  • February 2008
  • Case

Campbell Soup Company: Selling Channel Innovation to Customers

Campbell Soup, like most food manufacturers, faced grocery chain and wholesale demand for its goods driven by Campbell's own promotional pricing structure rather than retail consumer demand. Former policies to encourage overstock created huge swings in production and... View Details
Keywords: Information Technology; Distribution Channels; Order Taking and Fulfillment; Manufacturing Industry; Food and Beverage Industry
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  • May 2009 (Revised October 2009)
  • Case

Verne Global: Building a Green Data Center in Iceland

Verne Global, a pioneering startup created to build the first large-scale data center in Iceland, faces critical challenges regarding its green strategy. Verne Co-Founder Isaac Kato is tasked with evaluating how the company can most successfully market and sell the... View Details
Keywords: Buildings and Facilities; Business Startups; Marketing Strategy; Product Marketing; Sales; Environmental Sustainability; Pollutants; Green Technology Industry; Service Industry; Iceland
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  • 2024
  • Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
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  • 2025
  • Working Paper

Dynamic Personalization with Multiple Customer Signals: Multi-Response State Representation in Reinforcement Learning

By: Liangzong Ma, Ta-Wei Huang, Eva Ascarza and Ayelet Israeli
Reinforcement learning (RL) offers potential for optimizing sequences of customer interactions by modeling the relationships between customer states, company actions, and long-term value. However, its practical implementation often faces significant challenges.... View Details
Keywords: Dynamic Policy; Deep Reinforcement Learning; Representation Learning; Dynamic Difficulty Adjustment; Latent Variable Models; Customer Relationship Management; Customer Value and Value Chain; Foreign Direct Investment; Analytics and Data Science
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  • 28 Feb 2022
  • Research & Ideas

How Racial Bias Taints Customer Service: Evidence from 6,000 Hotels

had a white name. Customers who sounded white were called by name 74 percent of the time, compared to 61 percent of customers assumed to be Black and 57 percent who were presumably Asian. The View Details
Keywords: by Pamela Reynolds
  • 09 Apr 2001
  • Research & Ideas

The Manager’s Guide to Communicating with Customers Collection

Are you reaching your customers? The key is knowing who they are and what they want To appeal to retail customers you need to understand what makes them tick. What better way to do that than by studying actual consumer behavior? A great... View Details
Keywords: by Richard Bierck; Retail
  • 03 Feb 2016
  • Research & Ideas

The State of Customer Service Leadership

employees, and suppliers, providing them with 24/7 access. The ability to capture all the data and information generated by customer activities is another advantage high tech provides. Beyond all this,... View Details
Keywords: by Jim Aisner; Retail
  • May 2020
  • Article

Inventory Auditing and Replenishment Using Point-of-Sales Data

By: Achal Bassamboo, Antonio Moreno and Ioannis Stamatopoulos
Spoilage, expiration, damage due to employee/customer handling, employee theft, and customer shoplifting usually are not reflected in inventory records. As a result, records often report phantom inventory, i.e., units of good not available for sale. We derive an... View Details
Keywords: Shelf Availability; Inventory Record Inaccuracy; Optimal Replenishment; Retail Analytics; Performance Effectiveness; Analysis; Mathematical Methods
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  • 15 May 2017
  • Sharpening Your Skills

The Promises and Limitations of Big Data

services firms are using digital information about their customers to offer them a whole new range of customized products under the category of fintech. Cities are using data... View Details
Keywords: by Sean Silverthorne; Financial Services; Utilities; Public Administration; Health
  • April 2022
  • Article

National Customer Orientation: A Framework, Propositions and Agenda for Future Research

By: Ofer Mintz, Imran S. Currim and Rohit Deshpandé
Purpose: This paper aims to propose a new country-level construct, national customer orientation, to provide a benchmark for global headquartered managers’ decisions and scholars investigating cross-national research.
Design/methodology/approach: A conceptual... View Details
Keywords: International Marketing; Macro-marketing; Marketing; Financial Crisis; Customer Focus and Relationships; Economic Growth; Economic Slowdown and Stagnation
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  • 16 Nov 2010
  • Lessons from the Classroom

Data.gov: Matching Government Data with Rapid Innovation

Obama-to move government data to the Web-lead to public benefits much faster? Data.gov, the subject of a new HBS case study, taught for the first time this summer, highlights the potential of raw data to... View Details
Keywords: by Martha Lagace; Technology
  • 21 Jan 2011
  • Working Paper Summaries

Learning from Customers in Outsourcing: Individual and Organizational Effects

Keywords: by Jonathan R. Clark, Robert S. Huckman & Bradley R. Staats
  • March 2022
  • Case

GrowSari (A): Design for the Last Mile Customer

By: Brian Trelstad, Cam Carag and Michi Ferreol
Reymund (ER) Rollan and Shivapratim (Shiv) Choudhury, founders of the digital technology platform GrowSari, were at a crossroads. The feedback from their initial product roll-out were not what they had expected, and they needed to decide how to proceed. The pair,... View Details
Keywords: Fast Moving Consumer Goods; Product Launch; Information Technology; Analytics and Data Science; Digital Platforms; Retail Industry; Consumer Products Industry; Technology Industry; Philippines
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  • Article

Digital Ubiquity: How Connections, Sensors, and Data Are Revolutionizing Business

By: Marco Iansiti and Karim R. Lakhani
When Google bought Nest, a maker of digital thermostats, for $3.2 billion just a few months ago, it was a clear indication that digital transformation and connection are spreading across even the most traditional industrial segments and creating a staggering array of... View Details
Keywords: Digital Innovation; Digitization; Industrial Internet; Technological Innovation; Production; Competitive Strategy; Engineering; Aerospace Industry
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  • 27 Sep 2010
  • Research & Ideas

Customer Experts Lose Influence When Teams are Pressured

for relevant customization and adaptation to specific client needs. This is a significant aspect of maintaining ongoing client relationships. I observed that teams under heightened pressure tend to shut out dissenting points of view and... View Details
Keywords: by Sarah Jane Gilbert
  • 22 May 2014
  • News

For Website Personalization, Simple Is the New Sexy

Keywords: web analytics; customer data; web personalization
  • 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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  • Web

Managing Customers for Growth - Course Catalog

customer lifetime value (LTV), customer-base analysis, and cohort dynamics to inform strategic decision-making. 2. Leveraging Data for Customer Growth: The course explores how... View Details
  • 21 Jul 2003
  • Research & Ideas

Don’t Get Buried in Customer Data—Use It

on," says Harvard Business School marketing professor Gerald Zaltman. A more strategic approach to data mining can provide the foundation for that decision-making architecture. Below, advice on how to use information about the... View Details
Keywords: by Jean Ayers
  • 21 Aug 2017
  • Lessons from the Classroom

Companies Love Big Data But Lack the Strategy To Use It Effectively

brands goes to digital media. What happens when products with sensors generate such volumes of customer experience data that advertising may be a less significant factor?” Jeff Polzer, of the Organizational... View Details
Keywords: by Dina Gerdeman