Customer Focus - Publications - Faculty & Research

18 Oct 2011
First Look

First Look: October 18

behalf of families and (b) bank forbearance policies regarding overdrawn customers. We focus on five factors to explain the incidence of involuntary closures: personal traits, community traits, economic trends, bank policies, and credit... View Details

Keywords: Sean Silverthorne

25 Aug 2022
News

Up on the Corner

six-story, mixed-use building will soon rise above the dirt and gravel. The ground floor will feature an Afrocentric bookstore-café where customers can peruse books by African authors while sipping hibiscus tea and baobab juice. (Dlodlo,... View Details

Keywords: Alexander Gelfand; photographed by Melissa Golden; Real Estate

17 Dec 2008
Lessons from the Classroom

‘Ted Levitt Changed My Life’

later: "What business are you really in?" "An industry begins with the customer and his or her needs, not with a patent, a raw material, or a selling skill," wrote Levitt, citing the railroads as one example of a... View Details

Keywords: by Julia Hanna; Education; Retail

Web

2024 Reunion Presentations - Alumni

in the context of Opower, a software company that encourages households to reduce their energy consumption. From Opower's earliest days, its managers utilized experiments to amplify their environmental impact and enhance customer value.... View Details

19 Sep 2016
Research & Ideas

Why Isn't Business Research More Relevant to Business Practitioners?

journals. “Academic research can be helpful, but it tends to be overly complex, hard to digest, and not backed by real quantitative insights from customer populations or engagements,” says Neale-May, executive director of the Chief... View Details

Keywords: by Carmen Nobel; Education

01 Feb 2002
News

It's academic. (Not!)

dollars in lost sales and customer goodwill. Ton is currently working with a nationwide chain to estimate the magnitude of this problem and identify its drivers. "We have found large and systematic variation in performance in 250 stores... View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services

29 Jun 2017
Research & Ideas

Why Uber Is Worth Saving and How To Do It

Credit: Nicolas McComber Uber’s roller coaster ride from ride-sharing pioneer to shunned bad boy should be a lesson to other disruptive startups: Fighting hard is good, while fighting unfairly loses you respect, customers, and perhaps your company. “A company can fight... View Details

Keywords: by Dina Gerdeman; Transportation

06 Jun 2012
What Do You Think?

Is Something Wrong with the Way We Work?

created by customers and clients and their increasing expectations that we be available day and night. Even more can be laid at the feet of leadership. But ultimately the primary culprit is us. That's my sense of the comments concerning... View Details

Keywords: by James Heskett; Consulting

04 Jul 2005
Research & Ideas

Should You Outsource Your Marketing?

Most companies already outsource a portion of their marketing function—advertising. But what about direct-mail management, lead management, or customer analytics? Increasingly, expertise in these and other marketing areas lies outside... View Details

Keywords: by Poping Lin

02 May 2011
Research & Ideas

Casino Payoff: Hands-Off Management Works Best

the "comp," or complimentary benefit, which can include a free dinner at a hotel restaurant, reduced-priced tickets and good seats to a show, or even free lodging in deluxe accommodations. In short, casino hosts are the ultimate customer... View Details

Keywords: by Dennis Fisher; Entertainment & Recreation

2001
Book

Brand New: How Entrepreneurs Earned Consumers' Trust From Wedgwood to Dell

By: Nancy F. Koehn

Keywords: Customer Focus and Relationships

Citation

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September 2000 (Revised November 2000)
Teaching Note

Alexander Bandelli (A) and (B) TN

By: Thomas J. DeLong and Stephanie L. Woerner

Teaching Note for (9-899-146) and (9-899-230). View Details

Keywords: Customer Focus and Relationships; Change; Real Estate Industry

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September 2005
Article

Building Loyalty in Business Markets

By: Das Narayandas

Keywords: Customer Focus and Relationships; Markets

Citation

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June 2003
Article

The Impact of Frequent Shopper Programs in Grocery Retailing

By: Rajiv Lal and David E. Bell

Keywords: Sales; Customer Focus and Relationships

Citation

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November 2006
Article

CRM Implementation: Effectiveness Issues and Insights

By: Timothy Bohling, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Narayandas, Girish Ramani and Rajan Varadarajan

Keywords: Customer Relationship Management; Performance Effectiveness

Citation

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March 2010 (Revised November 2014)
Teaching Note

Pandora Radio: Fire Unprofitable Customers?

By: Willy Shih

Teaching Note for [610077]. View Details

Keywords: Customer Relationship Management; Telecommunications Industry

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2011
Other Unpublished Work

Popularity Profiles: How Customers' Use of a Long-Tail Assortment Relates to their Service Retention

By: Anita Elberse and David A. Schweidel

Keywords: Customer Relationship Management

Citation

January 1997 (Revised August 2007)
Case

Computron, Inc. (2006)

By: John A. Quelch

In July 1996, Mr. Thomas Zimmermann, European Manager of Computron, must select a price for a new computer for his largest customer. A rewritten version of an earlier case. View Details

Keywords: Customer Relationship Management; Price; Product; Europe

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