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Show Results For
- All HBS Web
(1,872)
- People (2)
- News (554)
- Research (1,029)
- Events (4)
- Multimedia (13)
- Faculty Publications (324)
- 14 Sep 2015
- Research & Ideas
Rewriting the Rules of Service Competition
“service trifecta” comprising: (1) extraordinary results and a high-quality experience for employees and customers alike, (2) high value (not necessarily low prices) to customers, and (3) relatively high... View Details
- 23 Jul 2013
- First Look
First Look: July 23
Relationships Using CRM By: Avery, Jill, and Susan Fournier Abstract—With incidences in the 20%-25% range, the practice of firing customers has become increasingly attractive as firms try to maximize the lifetime value of their View Details
Keywords: Anna Secino
- 26 Jan 2016
- News
The First Five Years: Jill Applebaum (MBA 2015)
rewarding. From time to time, we’ll receive unsolicited emails from customers who tell us they can’t live without our product. Those touches of positive reinforcement definitely keep us motivated and energized. It also helps that Jillian... View Details
- 25 Feb 2020
- News
Case Study: The Credit Bureau
but that’s a very expensive customer acquisition cost (CAC). Building managers are employed by a property manager who only cares about their 2 percent management fee. Landlords care about tenant experience... View Details
- 01 Sep 2004
- News
Nancy Hall (MBA 1974)
of the board of the local YWCA and decided to come in once a week to help out. I soon realized that nonprofits could really use the skills I had — finance, marketing, planning. I saw that many nonprofits didn’t know who their customers... View Details
- 01 Mar 2017
- News
Alumni and Faculty Books for March 2017
Humanity by Kim Scott (MBA 1996) (St. Martin’s Press) Using stories of her experiences at Apple, Google, and several start-ups, Scott offers advice on such fundamentals of being a leader as how to give and receive feedback and how to make... View Details
- 01 Jun 2004
- News
The Sky’s the Limit
about their intentions to start Seattle Avionics. Hamilton approached them on the spot and talked his way into becoming a partner. “It’s worked out beautifully,” says Hamilton. “It’s fun to work with other entrepreneurs to build something. I spend a lot of time on the... View Details
- 01 Feb 2000
- News
The Future Is Now: 21st-Century Business Pondered at HBS Forum
much more connected, pervasive, and easy to use. Greater customization will result, and the consumer will call the shots. "Companies that return power to the consumer will be the ones that thrive," Ballmer said, mentioning online banking... View Details
- 01 Dec 2017
- News
The First Five Years: Emmanuel Straschnov (MBA 2012)
and everyone, literally everyone, was asking him to be their tech cofounder to start a business (that's a common thing at HBS too when you're technical) and 2) While at Bridgewater, he had used SharePoint to create something that nontechnical employees could use to... View Details
- 22 Feb 2022
- News
Ink: Bringing Purpose to Life
workforce, benefiting the community while also getting closer to its customer base and spurring innovation. But idealized win-win solutions such as these are both difficult and relatively uncommon. Many purpose-driven companies chase an... View Details
- 06 Mar 2018
- First Look
First Look at Research and Ideas, March 6, 2018
experiences and firm performance. We decompose the variance of 58,294 face-to-face transactions, quantifying the relative importance of customer, employee, process, location, and market-level effects on View Details
Keywords: Sean Silverthorne
- 10 Apr 2013
- Research & Ideas
Learning Curve: Making the Most of Outsourcing
a radiologist increase productivity by focusing on one customer? Does the radiologist's range of experiences with other customers result in better results delivered to that particular customer? Do... View Details
- 15 Oct 2015
- Blog Post
Why We Recruit: Medallia
Organization:Ursela Knezevic, University Programs, MBA Talent Outreach, Medallia Describe your organization in three to five sentences. Medallia is the fastest growing Customer Experience Management Company... View Details
Keywords: Technology
- Web
Departments | Employment
work and collaborate with customers to ensure we meet their information needs in the dynamic climate of the information industry, knowledge-creating institutions such as Higher Education, and the changing global economy. More about... View Details
- 01 Mar 2006
- News
The Little Ice-Cream Company That Could
chain, which expanded to five locations before succumbing to financial difficulties after several years of struggle. The experience “wiped me out financially,” says Rogers. Down to his last $4,000 and in need of a job, he dropped in one... View Details
- Web
Once in a Lifetime Opportunities | Social Enterprise | Harvard Business School
Once in a Lifetime Opportunities In 2011, at 26 years of age, Kasia Stochniol (MBA 2014) packed her bags and moved to Nairobi, Kenya. After previous professional experience as a consultant, she joined the early team at M-KOPA, a social... View Details
- 01 Dec 2014
- News
Dressing by Number
More Retail Revolutions Manufacturing Makeup on Demand Although it isn’t available yet, Mink, a 3D home printer that produces custom makeup, has already made serial inventor Grace Choi (MBA 2013) a cosmetics celebrity. Katrina Lake knew... View Details
- Web
Video Management Policy | About
operations and critical back of house areas to support quality, safety, and overall service management. Executive Education – Program Services may access live video from select cameras to support customer View Details
- 01 Sep 2020
- News
Good Odds
pounds of food that had been prepared for customers in the catering, hotel, travel, and restaurant industries got stuck in the supply chain when the world seized up. That’s when Philip Behn (MBA 2005), CEO of Imperfect Foods, jumped into... View Details
- 18 Oct 2024
- News
My Worst Job
team and, you know, how to wash dishes, all skills I carry with me today. At spring reunions, we asked the alumni to share stories of their worst experiences in the working world. And this episode includes all sorts of life-altering... View Details