Customer Focus and Relationships - Publications - Faculty & Research - Harvard Business School

Filter Results: (2,469)

Filter Results: (2,469)

Show Results For

← Page 6 of 2,469 Results →

Sort by

Are you looking for?

→Search All HBS Web

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

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

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

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

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

Find at Harvard

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

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

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 2016
Teaching Note

Relating to Peapod

By: Jill Avery and Susan Fournier

This case concerns the topics of relationship marketing, customer acquisition and retention, brand loyalty, service failure and recovery, new product introduction, and the use of consumer ethnography to study consumer behavior. Specifically, the case explores the... View Details

Keywords: Brand Management; Customer Relationship Management; CRM; Customer Behavior; Consumer Behavior; Retailing; Marketing; Marketing Strategy; Brands and Branding; Marketing Channels; E-commerce; Retail Industry; United States

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

February 2024 (Revised February 2024)
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

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

January 1995 (Revised October 1995)
Case

Citibank: Global Customer Management

By: Michael Y. Yoshino and Thomas W. Malnight

Describes Citibank's worldwide operations, which include activities in developing and developed markets. The bank's structure also varies across markets and regions, varying from autonomous national affiliates to an industry/product-based structure in its domestic U.S.... View Details

Keywords: Customer Focus and Relationships; Global Range; Cross-Cultural and Cross-Border Issues; Multinational Firms and Management; SWOT Analysis; Emerging Markets; Banking Industry; United States

February 2013 (Revised March 2013)
Case

Agero: Enhancing Capabilities for Customers

By: Robert Simons and Natalie Kindred

This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details

Keywords: Entrepreneurial Management; Entrepreneurial Gap; Entrepreneurship; Auto Industry; Insurance; Performance Management; Performance Measurement; Performance Measures; Performance Pressure; Decisions; Family Business; Resource Allocation; Organizational Design; Customer Focus and Relationships; Performance Evaluation; Growth and Development Strategy; Service Industry

February 2013
Teaching Note

Transforming AMFAM (TN)

By: Rakesh Khurana and Rajiv Lal

Keywords: Customer Focus; General Management; Managing Growth; Customer Focus and Relationships; Insurance Industry; United States

01 Oct 2014
What Do You Think?

Is Too Much Focus a Problem?

"Excess of everything is bad it always relates to the matter in point (for example) getting big data about our customers and focusing too deeply on it will lead to not noticing other important facets... View Details

Keywords: by James Heskett

14 Jul 2003
Research & Ideas

Keeping Your Balance With Customers

From product push to customer pull, technology has vastly reshaped the business transaction—and in turn, the customer's place in the value chain. Today, managing the customer View Details

Keywords: by Robert S. Kaplan & David P. Norton

January 2013
Case

Zappos.com 2009: Clothing, Customer Service, and Company Culture (MM)

By: Frances X. Frei and Robin J. Ely

On July 17, 2009, Zappos.com, a privately-held online retailer of shoes, clothing, and other soft-line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its Board of Directors' approval to offer to merge the two companies.... View Details

Keywords: Customer Relationship Management; Internet and the Web; Mergers and Acquisitions; Organizational Culture; Growth and Development Strategy; Apparel and Accessories Industry; Apparel and Accessories Industry

June 2014 (Revised March 2017)
Teaching Note

Agero: Enhancing Capabilities for Customers

By: Robert Simons and Natalie Kindred

This is the teaching note for Agero: Enhancing Capabilities for Customers (HBS No. 113-001) View Details

Keywords: Management Control Systems; Execution; Organization Structure; Diagnostic Control Systems; Interactive Control Systems; Performance Goals; Performance Measurement; Strategy; Organizational Design; Performance Evaluation; Customer Focus and Relationships

20 Sep 2007
Research & Ideas

How to be a Customer

How-to books targeting customers often focus on how to game the system, how to return the cocktail dress on Monday after you've worn it once on Saturday, how to exploit manufacturer warranties View Details

Keywords: by John Quelch

←
6
7
…
123
124
→