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  • All HBS Web  (8,214)
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  • All HBS Web  (8,214)
    • People  (9)
    • News  (1,433)
    • Research  (5,703)
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    • Multimedia  (9)
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  • 2000
  • Article

The Consequences of Customization on the Use of Management Accounting Systems

By: J. Bouwens and Margaret A. Abernethy
The understanding of the antecedent conditions influencing the design of management accounting systems (MASs) is very limited. In recent years, significant research attention has been devoted to understanding how different strategic priorities influence these systems.... View Details
Keywords: Organizational Design; Management Systems; Accounting; Customization and Personalization
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Bouwens, J., and Margaret A. Abernethy. "The Consequences of Customization on the Use of Management Accounting Systems." Accounting, Organizations and Society 25, no. 3 (April 2000): 221–241.
  • 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.)
  • Article

Too Hot to Handle? How to Manage Relationship Conflict

By: A. C. Edmondson and D. M. Smith
Keywords: Management; Relationships; Conflict and Resolution
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Edmondson, A. C., and D. M. Smith. "Too Hot to Handle? How to Manage Relationship Conflict." California Management Review 49, no. 1 (Fall 2006): 6–31.
  • January 2014 (Revised November 2021)
  • Case

Filene's Basement: Inside a Fired Customer's Relationship

By: Jill Avery and Susan Fournier
How, in a business climate in which building relationships with customers has dominated both managerial thought and marketing budgets, could Filene's Basement have fired a loyal customer, one who was formally and informally recognized as a best customer? This case... View Details
Keywords: CRM; Retailing; Marketing; Consumer Behavior; Customer Relationship Management; Customer Focus and Relationships; Customer Satisfaction; Marketing Strategy; Brands and Branding; Retail Industry; United States
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Avery, Jill, and Susan Fournier. "Filene's Basement: Inside a Fired Customer's Relationship." Harvard Business School Case 314-076, January 2014. (Revised November 2021.)
  • 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
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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 2017
  • Article

Relationship Between Labor and Delivery Unit Management Practices and Maternal Outcomes

By: Avery C. Plough, Grace Galwin, Zhonghe Li, Stuart R. Lipsitz, Shehnaz Alidina, Natalie J. Henrich, Lisa R. Hirschhorn, William R. Berry, Atul A. Gawande, Doris Peter, Rory McDonald, Donna L. Caldwell, Janet H. Muri, Debra Bingham, Aaron B. Caughey, Eugene R. Declercq and Neel T. Shah
OBJECTIVE: To define, measure, and characterize key competencies of managing labor and delivery units in the United States and assess the associations between unit management and maternal outcomes. METHODS: We developed and administered a management measurement... View Details
Keywords: Health Care and Treatment; Management Practices and Processes; Performance Evaluation; Outcome or Result; United States
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Plough, Avery C., Grace Galwin, Zhonghe Li, Stuart R. Lipsitz, Shehnaz Alidina, Natalie J. Henrich, Lisa R. Hirschhorn, William R. Berry, Atul A. Gawande, Doris Peter, Rory McDonald, Donna L. Caldwell, Janet H. Muri, Debra Bingham, Aaron B. Caughey, Eugene R. Declercq, and Neel T. Shah. "Relationship Between Labor and Delivery Unit Management Practices and Maternal Outcomes." Obstetrics & Gynecology 130, no. 2 (August 2017): 358–365.
  • 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
  • 1997
  • Simulation

Managing Customers For Profits - Interactive CD-ROM Simulation

By: N. Narayandas and Steve Peterson
Keywords: Customer Relationship Management; Profit
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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.)
  • 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
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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.
  • 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.)
  • 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.)
  • 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.
  • 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).
  • 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
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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.
  • 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.
  • 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.
  • January–February 2020
  • Article

Are You Undervaluing Your Customers?: It’s Time to Start Measuring and Managing Their Worth

By: Rob Markey
Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers.

Loyalty-leading companies operate differently. They create systems for... View Details

Keywords: Customer Experience; Customer Value; Customer Centric Initiative; Customer Focused Organization; Customer Lifetime Value; Customer Focus and Relationships; Customer Value and Value Chain; Operations; Business Strategy
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Markey, Rob. "Are You Undervaluing Your Customers? It’s Time to Start Measuring and Managing Their Worth." Harvard Business Review 98, no. 1 (January–February 2020): 42–50.
  • 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.
  • 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.
  • July 2003 (Revised October 2018)
  • Case

Starbucks: Delivering Customer Service

By: Youngme Moon and John Quelch
Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would... View Details
Keywords: Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry
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Moon, Youngme, and John Quelch. "Starbucks: Delivering Customer Service." Harvard Business School Case 504-016, July 2003. (Revised October 2018.)
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