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  • All HBS Web  (3,548)
    • People  (5)
    • News  (657)
    • Research  (2,496)
    • Events  (6)
    • Multimedia  (5)
  • Faculty Publications  (1,394)

Show Results For

  • All HBS Web  (3,548)
    • People  (5)
    • News  (657)
    • Research  (2,496)
    • Events  (6)
    • Multimedia  (5)
  • Faculty Publications  (1,394)
← Page 6 of 3,548 Results →
  • Conference Presentation

Building and Leading Customer Centric Organizations

By: Ranjay Gulati
Keywords: Organizations; Customer Focus and Relationships
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Gulati, Ranjay. "Building and Leading Customer Centric Organizations." . (Presented at the Alumni Club in San Francisco.)
  • Conference Presentation

Building and Leading Customer Centric Organizations

By: Ranjay Gulati
Keywords: Organizations; Customer Focus and Relationships
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Gulati, Ranjay. "Building and Leading Customer Centric Organizations." . (Presented at the Alumni Club in Singapore.)
  • Conference Presentation

Building and Leading Customer Centric Organizations

By: Ranjay Gulati
Keywords: Organizations; Customer Focus and Relationships
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Gulati, Ranjay. "Building and Leading Customer Centric Organizations." . (Presented at the Alumni Club in Mumbai.)
  • October 2012
  • Article

Target the Right Market

By: Jill Avery and Thomas Steenburgh
SparkPlace is a two-year-old business with a hot new product: software that manages and measures the effectiveness of permission-based marketing campaigns for social media. The company is in the process of deciding on which of two customer segments to focus its... View Details
Keywords: Marketing; Market Segmentation; Customer Defection; Customer Lifetime Value; Customer Relationship Management; CRM; Market Segmentation And Target Market Selection; Marketing Strategy; Product Marketing; Customer Focus and Relationships; Customer Value and Value Chain; Technology Industry; United States
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Avery, Jill, and Thomas Steenburgh. "Target the Right Market." Harvard Business Review 90, no. 10 (October 2012): 119–123.
  • 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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Mintz, Ofer, Imran S. Currim, and Rohit Deshpandé. "National Customer Orientation: A Framework, Propositions and Agenda for Future Research." European Journal of Marketing 56, no. 4 (April 2022): 1014–1041.
  • March 2016
  • Supplement

Compass Group: The Ascension Health Decision

By: Ryan W. Buell
In 2012, Compass Group (Compass) was on the verge of closing a $2 billion deal with Ascension Health (Ascension), one of the largest healthcare systems in the United States. Under the deal, Compass would provide foodservice management and cleaning services for 86 of... View Details
Keywords: Operations Strategy; Sectorization; Operational Focus; Customer Compatibility; Service Operations; Service Delivery; Operations; Customer Focus and Relationships; Service Industry; Health Industry; United States
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Buell, Ryan W. "Compass Group: The Ascension Health Decision." Harvard Business School Multimedia/Video Supplement 616-705, March 2016.
  • September 2024
  • Exercise

Assessing the Value of Unifying and De-Duplicating Customer Data

By: Elie Ofek and Hema Yoganarasimhan
This exercise provides an opportunity for students to gain hands on experience with assessing the value of unifying various customer databases that a firm may have (e.g., across the different brands it markets) and of properly identifying customers to avoid duplication... View Details
Keywords: Customer Relationship Management; Measurement and Metrics; Analytics and Data Science; Value
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Ofek, Elie, and Hema Yoganarasimhan. "Assessing the Value of Unifying and De-Duplicating Customer Data." Harvard Business School Exercise 525-023, September 2024.
  • 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.)
  • Program

Transforming Customer Experiences

Summary Superior customer service can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly. Led by HBS thought leaders who are experts in View Details
  • January 2024 (Revised June 2025)
  • Exercise

Travelogo: Understanding Customer Journeys

By: Eva Ascarza, Nicolas Padilla and Oded Netzer
In late May 2023, Sarah Merino, the newly appointed manager of the Customer Insights group at Travelogo—an online travel booking platform—initiates a comprehensive analysis of clickstream data to understand the varied behaviors and needs of their users. In preparation... View Details
Keywords: Customer Relationship Management; Analysis; Analytics and Data Science; Marketing Strategy; Segmentation; Consumer Behavior; Travel Industry; United States
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Ascarza, Eva, Nicolas Padilla, and Oded Netzer. "Travelogo: Understanding Customer Journeys." Harvard Business School Exercise 524-044, January 2024. (Revised June 2025.)
  • October 2000 (Revised December 2002)
  • Background Note

Note on Customer Management

By: Das Narayandas
Describes a process for managing customers for profit. View Details
Keywords: Customer Relationship Management; Customer Value and Value Chain; Value
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Narayandas, Das. "Note on Customer Management." Harvard Business School Background Note 501-044, October 2000. (Revised December 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.)
  • 10 Aug 2020
  • Blog Post

HBS Summer Fellows Focus on Racial Equity and Justice

particularly important right now, given companies’ increased focus on diversity and inclusion in light of recent events that have highlighted structural racism in our society. Brian Hollins (MBA 2021),... View Details
  • February 2003 (Revised March 2007)
  • Case

Internet Customer Acquisition Strategy at Bankinter

By: Francisco de Asis Martinez-Jerez, V.G. Narayanan and Lisa Brem
Bankinter, a relatively small Spanish bank, has a large presence as an Internet financial services provider. Leading the way to profitability through the Internet will give Bankinter a major competitive advantage over the larger, more established Spanish banks. Ann... View Details
Keywords: Customer Relationship Management; Internet and the Web; Activity Based Costing and Management; Customer Value and Value Chain; Banks and Banking; Banking Industry; Spain
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Martinez-Jerez, Francisco de Asis, V.G. Narayanan, and Lisa Brem. "Internet Customer Acquisition Strategy at Bankinter." Harvard Business School Case 103-021, February 2003. (Revised March 2007.)
  • 16 Jun 2020
  • Research & Ideas

Your Customers Have Changed. Here's How to Engage Them Again.

expanding its business-cleaning offerings to new markets to match new demands and unmet needs. Zoom removed time limits from basic accounts for primary school educators who now need to use its teleconferencing software for teaching. Fan... View Details
Keywords: by Rohit Deshpandé, Ofer Mintz, and Imran S. Currim; Retail; Service
  • June 2002
  • Background Note

Note on Customer Management

By: Das Narayandas
Lays out a framework for the management of customers using examples of forms in a variety of industries. View Details
Keywords: Customer Relationship Management; Framework
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Narayandas, Das. "Note on Customer Management." Harvard Business School Background Note 502-073, June 2002.
  • February 2024 (Revised August 2025)
  • Teaching Note

Travelogo: Understanding Customer Journeys

By: Eva Ascarza and Ta-Wei Huang
Teaching Note for HBS Exercise 524-044. The exercise aims to teach students about 1) Customer Segmentation; and 2) constructing buying personas, 3) Get actionable insights from clickstream data. View Details
Keywords: Customer Relationship Management; Analysis; Analytics and Data Science; Marketing Strategy; Segmentation; Consumer Behavior; Travel Industry; United States
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Ascarza, Eva, and Ta-Wei Huang. "Travelogo: Understanding Customer Journeys." Harvard Business School Teaching Note 524-045, February 2024. (Revised August 2025.)
  • December 1992 (Revised June 1993)
  • Case

ACTC Customer Service Department

Focuses on the young general manager of a new cable TV system and on its customer service department. Jeanne LaFrance, the general manager, has an uneasy feeling about the way in which the department is being managed. She sees symptoms of what she suspects are serious... View Details
Keywords: Management; Problems and Challenges; Planning; Customer Focus and Relationships; Performance Evaluation; Telecommunications Industry
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Roberts, Michael J. "ACTC Customer Service Department." Harvard Business School Case 393-056, December 1992. (Revised June 1993.)
  • 2015
  • Chapter

Consumer Neuroscience: Revealing Meaningful Relationships Between Brain and Consumer Behavior

By: Hilke Plassmann and Uma R. Karmarkar
The goal of this chapter is to give an overview of the nascent field of consumer neuroscience and discuss when and how it is useful to integrate the "black box" of the consumer's brain into consumer psychology. To reach this goal, we first briefly outline several... View Details
Keywords: Consumer Behavior; Cognition and Thinking
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Plassmann, Hilke, and Uma R. Karmarkar. "Consumer Neuroscience: Revealing Meaningful Relationships Between Brain and Consumer Behavior." Chap. 6 in The Cambridge Handbook of Consumer Psychology, edited by Michael I. Norton, Derek D. Rucker, and Cait Lamberton, 152–179. New York: Cambridge University Press, 2015.
  • 16 Jan 2006
  • Research & Ideas

What Customers Want from Your Products

"People don't want to buy a quarter-inch drill. They want a quarter-inch hole!" With Levitt's words as a rallying cry, a recent Harvard Business Review article, "Marketing Malpractice: The Cause and the Cure," argues... View Details
Keywords: by Clayton M. Christensen, Scott Cook & Taddy Hall; Consumer Products
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