Customer Value and Value Chain - Publications - Faculty & Research - Harvard Business School

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July 2018 (Revised March 2019)
Teaching Note

Hilti (A): Fleet Management?

By: Ramon Casadesus-Masanell and Jan Rivkin

This Teaching Note accompanies the case HBS No. 718-419, “Hilti (A): Fleet Management.” It provides guidelines for class discussion, as well as a board plan and transcripts of the associated videos, Hilti Fleet Management Video Supplements.
The associated case... View Details

2009
Working Paper

Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings

By: Joseph Rhatigan, Sachin H Jain, Joia S. Mukherjee and Michael E. Porter

The care delivery value chain is a framework that can help conceptualize the organization and structure of care delivery for medical conditions. We apply this framework to HIV/AIDS care in resource-limited settings. Several conclusions arise than can help inform... View Details

Keywords: Customer Value and Value Chain; Framework; Health Care and Treatment; Health Disorders; Service Delivery

April 2006
Article

Competitive Advantage and the Value Network Configuration: Making Decisions at a Swedish Life Insurance Company

By: Øystein D. Fjeldstad and Christian H.M. Ketels

When the Swedish Life Insurers Förenade Liv found themselves in difficulties in a rapidly changing market, their response was to call in the consultants. And one of the consultant's first suggestions was to use the Value Network, not the Value Chain, as a new... View Details

Keywords: Competitive Advantage; Fluctuation; Networks; Management Analysis, Tools, and Techniques; Value; Quality; Decision Making; Market Transactions; Performance Effectiveness; Customers; Insurance Industry; Sweden

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September 2010
Supplement

Compass Maritime Services, LLC: Valuing Ships (CW)

By: Benjamin C. Esty and Albert W. Sheen

Tom Roberts, a founding partner of Compass Maritime Services, a New Jersey-based shipping research and consulting firm, has been asked by a new potential customer in May 2008 for advice on purchasing a capesize bulk carrier. After identifying a suitable ship with his... View Details

Keywords: Acquisition; Decisions; Microeconomics; Finance; Price; Management Analysis, Tools, and Techniques; Market Transactions; Partners and Partnerships; Mathematical Methods; Valuation; Consulting Industry; New Jersey

June 2020
Background Note

Customer Management Dynamics and Cohort Analysis

By: Elie Ofek, Barak Libai and Eitan Muller

The digital revolution has allowed companies to amass considerable amounts of data on their customers. Using this information to generate actionable insights is fast becoming a critical skill that firms must master if they wish to effectively compete and win in today’s... View Details

Keywords: Cohort Analysis; Customers; Analytics and Data Science; Segmentation; Analysis; Customer Value and Value Chain

May 2016 (Revised May 2017)
Case

Supply Chain Finance at Procter & Gamble

By: Benjamin C. Esty, E. Scott Mayfield and David Lane

In April 2013, Procter & Gamble (P&G), the world’s largest consumer packaged goods (CPG) company, announced that it would extend its payment terms to suppliers by 30 days. At the same time, P&G announced a new supply chain financing (SCF) program giving suppliers the... View Details

Research Summary

Customer Intelligence

Data and Reality Mining for Business Applications
Business Value of Social Networks
Customer Behavior Patterns
Analitical Customer Relationship Management

2001
Working Paper

Contextuality Within Activity Systems

By: Michael E. Porter and Nicolaj Siggelkow

Research on the interactions among activities in firms and the extent to which these interactions help create and sustain competitive advantage has rapidly expanded in recent years. In this research, the two most common approaches have been the complementarity... View Details

Keywords: Value Chain; Strategy; Competitive Strategy

12 Oct 1999
Research & Ideas

Value Judgments: Business Ethics Across Borders

the CEO of this collective enterprise was the need to focus the attention of the work force on performance issues. "His task was to create a value system that favors personal accountability, emphasizes product quality, View Details

Keywords: by Judith A. Ross

September 2011
Article

The Labor Illusion: How Operational Transparency Increases Perceived Value

By: Ryan W. Buell and Michael I. Norton

A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details

Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry

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August 2009
Teaching Note

Cyworld: Creating and Capturing Value in a Social Network (TN)

By: Sunil Gupta and Sangman Han

Teaching Note for [509012]. View Details

Keywords: Value Creation; Social and Collaborative Networks; Mergers and Acquisitions; Revenue; Leadership Style; Decision Choices and Conditions; Digital Marketing; Customers; Service Operations; Competency and Skills; Web Services Industry; South Korea

January 2020
Case

Banorte Móvil: Data-Driven Mobile Growth

By: Ayelet Israeli, Carla Larangeira and Mariana Cal

In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details

Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile and Wireless Technology; Growth and Development Strategy; Customers; Technology Adoption; Communication Strategy; Banking Industry; Mexico; Latin America

September 2010
Teaching Note

Compass Maritime Services, LLC: Valuing Ships (TN)

By: Benjamin C. Esty and Albert W. Sheen

Teaching Note for 211014. View Details

Keywords: Partners and Partnerships; Research; Service Operations; Customers; Price; Shipping Industry; Consulting Industry; New Jersey

2006
Article

The Long-Term Value of M&A Activity to Enhance Learning Organizations

Viewing the automobile industry as being made up of independent learning-organisations may reveal some tie-ups that can generate value not easily revealed by traditional financial metrics. The key question to be answered when considering M&A activity between automakers... View Details

Keywords: Mergers and Acquisitions; Business Processes; Manufacturing Industry; Auto Industry

February 2002 (Revised March 2002)
Case

Customer Profitability and Customer Relationship Management at RBC Financial Group

By: V.G. Narayanan and Lisa Brem

The Royal Bank of Canada uses customer relationship management and customer profitability tools to gain a competitive advantage in Canada's increasingly crowded financial services market. The case presents two pricing and customer management issues: one from the point... View Details

Keywords: Competitive Advantage; Price; Customer Relationship Management; Marketing; Customer Value and Value Chain; Financial Services Industry; Banking Industry; Canada

2018
Book

Escaping the Build Trap: How Effective Product Management Creates Real Value

By: Melissa Perri

This book is a guide to getting out of the build trap with great product management. We look at what it means to become and be a product-led organization, which involves four key components: creating a product manager role with the right responsibilities and structure;... View Details

Keywords: Product And Process Development; Product Management; Customer Focus and Relationships; Value Creation

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Research Summary

Evolution of firm structure in vertical specialized technology supply chains

By: Willy C. Shih

The global market in many everyday products has been transformed by the internationalization of production. In many industries, semiconductors and electronic products in particular, a sequential mode of production has evolved in which goods are produced... View Details

Keywords: Globalization Of Supply Chain; Globalization; Technological Innovation; Manufacturing Industry; Biotechnology Industry; Auto Industry; United States; Asia; China

April 2022
Teaching Note

Banorte Móvil: Data-Driven Mobile Growth

By: Ayelet Israeli and Carla Larangeira

In mid-2019, Carlos Hank was deliberating over the results for Banorte Móvil—the mobile application for Banorte, Mexico’s most profitable and second-largest financial institution. Hank, who had been appointed as Banorte´s Chairman of the Board in January 2015, had... View Details

Keywords: Data Analytics; Customer Lifetime Value; Financial Institutions; Mobile and Wireless Technology; Growth and Development Strategy; Customers; Technology Adoption; Communication Strategy; Banking Industry; Mexico; Latin America

03 Apr 2009
Working Paper Summaries

Applying the Care Delivery Value Chain: HIV/AIDS Care in Resource Poor Settings

Keywords: by Joseph Rhatigan, Sachin Jain, Joia S. Mukherjee & Michael E. Porter; Health

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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