Customer Value - Publications - Faculty & Research

23 Jul 2008
Sharpening Your Skills

Sharpening Your Skills: Balanced Scorecard in Action

Sharpening Your Skills dives into the HBS Working Knowledge archives to bring together articles on ways to improve your business skills. Questions To Be Answered How does the Balanced Scorecard (BSC) improve corporate governance? Does View Details

November 2016
Case

Pete & Gerry's

By: Jose Alvarez and Natalie Kindred

Citation

Educators

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04 Jun 2014
What Do You Think?

Does Internet Technology Threaten Brand Loyalty?

upper hand in the battle for access to information and the ability to organize it, value it (based on feedback from users), and use it for decision-making. The authors of a recent book, Absolute Value: What Really Influences View Details

Keywords: by James Heskett; Advertising; Consumer Products; Technology

August 2001 (Revised March 2008)
Supplement

Kirk Arnold

By: Nitin Nohria and Alan Price

Supplements NerveWire, Inc. View Details

Keywords: Recruitment; Value; Mission and Purpose; Partners and Partnerships; Business Model; Customer Value and Value Chain; Investment Return; Economic Slowdown and Stagnation; Problems and Challenges; Consulting Industry; Newton

Citation

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21 Jan 2020
Research & Ideas

Lessons for Retailers from the Rebirth of Indie Bookstores

As big box bookstores Barnes & Noble and Borders spread across the landscape in the 1990s, retail observers sounded the death knell for small, independent booksellers. But they had no idea of the onslaught that was coming. Amazon.com launched in 1995, offering... View Details

Keywords: by Michael Blanding; Entertainment & Recreation

11 Dec 2017
News

Growing from Within

and the competitive landscape. This led us to the comprehensive multi-year growth plan we are rolling out today. Our customers have responded very well to new menu offerings we have launched this year including our Signature Crafted... View Details

Keywords: Dan Morrell; Food Services and Drinking Places; Hospitality

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 View Details

Keywords: Anna Secino

30 Aug 2004
Research & Ideas

Mapping Your Board’s Effectiveness

Subsequently, it needs information on how well the strategy is being implemented and what results the strategy is delivering. Directors cannot infer from quarterly financial statements whether the company has selected a sensible customer... View Details

Keywords: by Robert S. Kaplan

May 25, 2016
Comment

How Consumers and Businesses are Reshaping Public Health

By: John A. Quelch

Healthcare and education are two issues in which citizens around the world, rich and poor, are passionately interested. It has long been appreciated that the way that a society treats its youngest and oldest members says much about its moral maturity. Economic... View Details

Citation

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01 Jun 2024
News

Case Study: Ready for an Upgrade

Illustration by Alvaro Dominguez The Los Angeles–based startup Stell was borne of a pain point almost as old as recorded history itself: paperwork. One of Stell’s cofounders, Malory McLemore (MBA 2022), had landed a job as an engineer at Airbus after earning a... View Details

Keywords: Jen McFarland Flint; Computer Systems Design and Related Services; Professional Services

Web

Departments | Employment

around the world in every industry including for profit and not for profit. Culture Our Executive Education staff are very dedicated and care deeply about the quality and success of our programs. They have a great sense of pride in the organization and very high... View Details

01 Sep 2011
News

Capitalism’s False Mantra

one that has little chance of getting better with the current theories in place,” Martin writes. Clearly, maximizing shareholder value has not worked and needs to be replaced. The problem as Martin sees it is that CEOs game the system to... View Details

Keywords: Sean Silverthorne; Publishing Industries (except Internet); Information; Management

18 Jun 2001
Research & Ideas

Tech Investment the Wise Way

will gain and hold advantage over rivals. Defining a business model to commercialize a new technology begins with articulating a value proposition inherent in the new technology. The model must also specify a group of View Details

Keywords: by Henry Chesbrough & Richard S. Rosenbloom

01 Dec 2003
News

Selling Digital Privacy

companies, we should capitalize on the value of our personal information and get something of value in return. Deighton’s recent working paper, “Market Solutions to Privacy Problems?,” suggests that... View Details

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

14 Aug 2019
Sharpening Your Skills

The Manager's Guide to Leveraging Disruption

drive disruption—customers do. A recent book argues that successful disruptors spot and serve emerging customer needs faster than larger competitors. How Independent Bookstores Have Thrived in Spite of Amazon.comBook retailers were among... View Details

Keywords: by Sean Silverthorne

01 Sep 2013
News

The New Rules of E-Commerce

thing. Shoppers want value but also a stimulating experience, or "discovery shopping." Rakuten helps its vendors, many of them small-shop owners, use social media to offer unique content, such as the fashion shop that chronicles its... View Details

Keywords: Sean Silverthorne; e-commerce; News, Library, Internet, and Other Services; Information; Miscellaneous Store Retailers; Retail Trade

28 Sep 2015
Research & Ideas

Six Lessons from Mobile Money Ventures in Developing Countries

money service, Oi Paggo, but ultimately decided to re-launch the service under a different model. Regulations that are too strict can stifle innovation. In Sri Lanka, the Central Bank of Sri Lanka (CBSL) initially required all mobile money View Details

Keywords: by Dina Gerdeman; Financial Services; Telecommunications

26 Jan 2016
First Look

January 26, 2016

from World War II Internment Firm Trade By: Cohen, Lauren, Umit Gurun, and Christopher J. Malloy Abstract—We demonstrate that simply by using the ethnic makeup surrounding a firm’s location, we can predict, on average, which trade links are valuable for firms. Using... View Details

Keywords: Sean Silverthorne

01 Sep 2010
News

You’ve Been YouTubed

media, analyzing the reach and impact of a clever customer complaint music video produced by Canadian musician Dave Carroll when his attempts to recoup the value of his guitar (broken in transit) are... View Details

Keywords: Julia Hanna; social media; Advertising, Public Relations, and Related Services; Professional Services; Air Transportation; Transportation

November 2022
Case

The Battle Among Channels for Marketing Pharmaceuticals: UpScript, Pharmacy Benefit Managers, and Direct-to-Consumer Sales

By: Regina E. Herzlinger and Tiffany Farrell

Can an online, direct-to-consumer pharmacy both improve the quality and speed of care for patients who need branded drugs and stabilize profits for pharmaceutical manufacturers? UpScript, after years spent achieving legal and regulatory compliance and simultaneous... View Details