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  • All HBS Web  (8,211)
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    • News  (1,433)
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Show Results For

  • All HBS Web  (8,211)
    • People  (9)
    • News  (1,433)
    • Research  (5,700)
    • Events  (20)
    • Multimedia  (9)
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  • June 1993
  • Article

The Dynamics of Managing Racial Diversity in Developmental Relationships

By: D. A. Thomas
Keywords: Management; Diversity; Growth and Development; Relationships
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Thomas, D. A. "The Dynamics of Managing Racial Diversity in Developmental Relationships." Administrative Science Quarterly 38, no. 2 (June 1993): 169–194.
  • 2005
  • Book

Managing Customers as Investments: The Strategic Value of Customers in the Long Run

By: Sunil Gupta and Donald R. Lehmann
Keywords: Management; Customers; Investment; Strategy; Value
Citation
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Gupta, Sunil, and Donald R. Lehmann. Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Wharton School Publishing, 2005. (2006 winner of the annual Berry-AMA book prize for the best book in marketing.)
  • August 2002 (Revised November 2016)
  • Background Note

Customer Profitability and Lifetime Value

By: Elie Ofek
Introduces the central concepts involved in determining customer lifetime value, with detailed analysis and examples from the realm of direct marketing. Implications for marketing strategy and customer relationship management are briefly discussed. View Details
Keywords: Customer Value and Value Chain; Customer Relationship Management; Customization and Personalization; Product Marketing; Sales; Marketing Strategy; Management Analysis, Tools, and Techniques; Consumer Products Industry
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Ofek, Elie. "Customer Profitability and Lifetime Value." Harvard Business School Background Note 503-019, August 2002. (Revised November 2016.)
  • December 2014 (Revised February 2023)
  • Module Note

Legal Analysis: Customers

By: Lena G. Goldberg
This Note introduces the Module on Responsibilities to Customers taught in Leadership and Corporate Accountability, a required course in the Harvard Business School MBA program. The Note outlines the asymmetries inherent in the company-customer relationship and... View Details
Keywords: Customers; Corporate Accountability; Ethics; Legal Liability; Customer Relationship Management
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Goldberg, Lena G. "Legal Analysis: Customers." Harvard Business School Module Note 315-062, December 2014. (Revised February 2023.)
  • January–February 2018
  • Article

Some Customers Would Rather Leave Without Saying Goodbye

By: Eva Ascarza, Oded Netzer and Bruce G.S. Hardie
We investigate the increasingly common business setting in which companies face the possibility of both observed and unobserved customer attrition (i.e., “overt” and “silent” churn) in the same pool of customers. This is the case for many online-based services where... View Details
Keywords: Churn; Retention; Attrition; Customer Base Analysis; Hidden Markov Models; Latent Variable Models; Customer Relationship Management; Consumer Behavior
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Ascarza, Eva, Oded Netzer, and Bruce G.S. Hardie. "Some Customers Would Rather Leave Without Saying Goodbye." Marketing Science 37, no. 1 (January–February 2018): 54–77.
  • Research Summary

Understanding Customers

In conventional business case studies, protagonists almost never have the option of stepping back to seek a new understanding of the customer. But to be effective in practice, managers need both the self-assurance and ability to initiate and pursue, with rigor and... View Details
  • 2006
  • Chapter

Linking Customer Management Efforts to Growth and Profitability

By: Das Narayandas and Douglas Bowman
Keywords: Customer Relationship Management; Profit; Business Growth and Maturation
Citation
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Narayandas, Das, and Douglas Bowman. "Linking Customer Management Efforts to Growth and Profitability." In The Search for Organic Growth, edited by Edward D. Hess and Robert K. Kazanjian, 192–210. Cambridge, U.K.: Cambridge University Press, 2006.
  • 1997
  • Simulation

Managing Customers For Profits - Interactive CD-ROM Simulation

By: N. Narayandas and Steve Peterson
Keywords: Customer Relationship Management; Profit
Citation
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Narayandas, N., and Steve Peterson. "Managing Customers For Profits - Interactive CD-ROM Simulation." Simulation and Teaching Note. 1997. (Winner of Gold CINDY (Cinema in Industry) Award presented by International Association of Audio Visual Communicators.)
  • Article

Marketing and Seduction: Building Exchange Relationships by Managing Social Consensus

By: John A. Deighton and Kent Grayson
Keywords: Marketing; Relationships; Management; Public Opinion
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Deighton, John A., and Kent Grayson. "Marketing and Seduction: Building Exchange Relationships by Managing Social Consensus." Journal of Consumer Research 21, no. 4 (March 1995).
  • 2012
  • Chapter

The Relational Roles of Brands

By: Jill Avery
In contemporary culture, brands play important relational roles, linking consumers to others and serving as relational partners. This chapter provides an understanding of the relational roles of brands to illuminate why and how consumers connect with brands and how... View Details
Keywords: Brands; Brand Management; Brand Equity; Brand Building; Customer Relationship Management; CRM; Customers; Customer Focus and Relationships; Brands and Branding; Marketing; Marketing Strategy; Consumer Products Industry
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Avery, Jill. "The Relational Roles of Brands." Chap. 9 in Marketing Management: A Cultural Perspective, edited by Lisa Penaloza, Nil Toulouse, and Luca M. Visconti, 147–163. Routledge, 2012.
  • Article

The Impact of Forward-Looking Metrics on Employee Decision-Making: The Case of Customer Lifetime Value

By: Pablo Casas-Arce, Asis Martinez Jerez and V.G. Narayanan
This paper analyzes the effects of forward-looking metrics on employee decision-making. We use data from a bank that started providing branch managers with the customer lifetime value (CLV)—an estimate of the future value of the customer relationship—of mortgage... View Details
Keywords: Customer Lifetime Value; Forward-looking Metrics; Employees; Decision Making; Information; Customer Value and Value Chain; Banks and Banking; Mortgages; Outcome or Result
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Casas-Arce, Pablo, Asis Martinez Jerez, and V.G. Narayanan. "The Impact of Forward-Looking Metrics on Employee Decision-Making: The Case of Customer Lifetime Value." Accounting Review 92, no. 3 (May 2017): 31–56.
  • June 2012
  • Case

Siemens AG: Key Account Management

By: Thomas Steenburgh, Michael Ahearne and Elena Corsi
The key account manager of an engineering company has to convince a department to give up important contracts. The German engineering company Siemens had set up a global key account management program since 2010. The key account manager of an emerging account had been... View Details
Keywords: Key Account Management; Commercialization; Marketing; Marketing Management; Engineering; Marketing Strategy; Customer Relationship Management; Profit; Problems and Challenges; Electronics Industry; Consumer Products Industry; Europe
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Steenburgh, Thomas, Michael Ahearne, and Elena Corsi. "Siemens AG: Key Account Management." Harvard Business School Case 512-110, June 2012.
  • April 2011 (Revised May 2011)
  • Case

EMC2: Delivering Customer Centricity

By: Thomas Steenburgh and Jill Avery
This case introduces the concept of customer centricity and traces its development at EMC, the world's leading data storage hardware and information management software company. EMC's customers had historically relied on EMC salespeople to guide them through the... View Details
Keywords: Business Model; Interpersonal Communication; Customer Relationship Management; Knowledge Acquisition; Marketing Strategy; Organizational Change and Adaptation; Salesforce Management; Social and Collaborative Networks; Internet; Information Technology Industry
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Steenburgh, Thomas, and Jill Avery. "EMC2: Delivering Customer Centricity." Harvard Business School Case 511-124, April 2011. (Revised May 2011.)
  • 2014
  • Chapter

Customer Experience and Service Design

By: Uday S. Karmarkar and Uma R. Karmarkar
While services already dominate economic activity in all major economies in the world, there has been curiously little investigation into many aspects of service management. For example, while product design and development have received a great deal of attention, the... View Details
Keywords: Service Design; Service Management; Product Design; Service Operations; Customer Satisfaction; Service Industry
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Karmarkar, Uday S., and Uma R. Karmarkar. "Customer Experience and Service Design." Chap. 7 in Managing Consumer Services: Factory or Theater? edited by Enzo Baglieri and Uday Karmarkar, 109–130. Springer, 2014.
  • 2009
  • Working Paper

Do Analysts Follow Managers Who Switch Companies? An Analysis of Relationships in the Capital Markets.

By: Francois Brochet, Gregory S. Miller and Suraj Srinivasan
We examine the importance of professional relationships developed between analysts and managers by investigating analyst coverage decisions in the context of CEO and CFO moves between publicly listed firms. We find that top executive moves from an origin firm to a... View Details
Keywords: Business and Stakeholder Relations; Capital Markets; Decisions; Managerial Roles; Financial Institutions; Investment; Market Participation; Public Ownership; Relationships
Citation
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Brochet, Francois, Gregory S. Miller, and Suraj Srinivasan. "Do Analysts Follow Managers Who Switch Companies? An Analysis of Relationships in the Capital Markets." American Accounting Association Financial Accounting and Reporting Section Paper, August 2009. (Forthcoming, The Accounting Review, March 2014.)
  • 2002
  • Chapter

Cooperative Customer Management: Is There Strategic Potential for a New Relationship between Retail and Industry?

By: Christian H.M. Ketels, Dirk Seifert and Alexander Kracklauer
Keywords: Customer Relationship Management; Cooperation; Supply Chain Management; Retail Industry; Manufacturing Industry
Citation
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Ketels, Christian H.M., Dirk Seifert, and Alexander Kracklauer. "Cooperative Customer Management: Is There Strategic Potential for a New Relationship between Retail and Industry?" In Consulting 2002, edited by Felix Breichenstein. Frankfurt, Germany: FAZ-Verlag, 2002.
  • 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
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Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Teaching Note 114-093, June 2014. (Revised March 2017.)
  • November 2011
  • Teaching Note

Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)

By: Michael J. Roberts and Paul E. Morrison
Teaching Note for Product #4377. View Details
Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Management; Demand and Consumers; Operations; Customer Focus and Relationships; Supply and Industry; Capital
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Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)." Harvard Business School Teaching Note 114-377, November 2011.
  • 2011
  • White Paper

Brands Are People Too! Harnessing the Power of Brand Warmth and Competence

By: Chris Malone, Jill Avery and S. T. Fiske
Research in customer behavior has revealed that the way humans respond to brands is simply an extension of the way they instinctively perceive, judge, and behave towards one another. Understanding how consumers judge brands using social processes akin to those used in... View Details
Keywords: Brands; Brand Management; Customer Relationship Management; CRM; Brand Positioning; Brand Equity; Customers; Customer Focus and Relationships; Customer Satisfaction; Brands and Branding; Marketing; Marketing Communications; Marketing Strategy; Consumer Products Industry
Citation
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Malone, Chris, Jill Avery, and S. T. Fiske. "Brands Are People Too! Harnessing the Power of Brand Warmth and Competence." White Paper Series, Relational Capital Group, Newtowne Square, PA, 2011.
  • 2011
  • Module Note

Suppliers to Dealers: Stakeholders' Management at TVS Motor Company Ltd.

By: Shashank Shah, Shashank Shah and A. Sudir Bhaskar
Keywords: Supply Chain Management; Supplier Relationships; Dealer Network; Auto Industry; India
Citation
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Shah, Shashank, and A. Sudir Bhaskar. "Suppliers to Dealers: Stakeholders' Management at TVS Motor Company Ltd." 2011.
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