Customer Value - Publications - Faculty & Research

01 Dec 2003
News

An Authentic Leader

not going to have an appreciation for the customer. How do you create long-term value? Real value is created by a motivated organization that is pursuing a mission that has a passion for the customer and a... View Details

Keywords: Roger Thompson; Colleges, Universities, and Professional Schools; Educational Services

26 Sep 2024
HBS Case

If a Car Can Drive Itself, Can It Make Life-or-Death Decisions?

some companies hard-code ethical values—for example, the numerical value of a human life—into an algorithm. Others set up self-teaching AI to “learn” what risks the AV can take. Countries often want automated systems to adhere to local... View Details

Keywords: by Tom Quinn; Auto; Technology

Web

Online Entrepreneurial Marketing Course | HBS Online

key elements and learn how to formulate a customer value proposition, determine product-market fit, and distinguish between marketing- and sales-led organizations. Highlights Nicole Clay, Co-Founder and CMO,... View Details

15 Jul 2015
Research & Ideas

Amazon Prime Day: The Logic Behind a Retailer’s Made-up Holiday

revenue for Amazon, in addition to the additional value the online retailing giant gets from the loyalty customers feel once they are enrolled. "THERE IS NO QUESTION THAT PRIME MEMBERS ARE EXTREMELY... View Details

Keywords: Re: Sunil Gupta; Retail

20 Dec 2004
Research & Ideas

How an Order Views Your Company

driven." No longer were these vague philosophies or vacuous words. Now we could improve customer satisfaction by managing orders better. Order cycle management also enabled executives to better understand the View Details

Keywords: by Sarah Jane Johnston

Web

Launching Tech Ventures - Course Catalog

serve as an accelerant to more efficient and effective experiments. We explore six modules: 1. Ideation and Customer Value Proposition Experiments. What are the best methods to develop and test startup ideas... View Details

02 Feb 2004
Research & Ideas

Mapping Your Corporate Strategy

articulated by (HBS professor) Michael Porter, will be most successful when the collection of integrated and aligned activities enable the company to offer a value proposition—whether low total cost, product leadership, complete View Details

Keywords: by Martha Lagace

14 Sep 2015
Research & Ideas

Rewriting the Rules of Service Competition

“service trifecta” comprising: (1) extraordinary results and a high-quality experience for employees and customers alike, (2) high value (not necessarily low prices) to customers, and (3) relatively high... View Details

Keywords: by James Heskett, W. Earl Sasser & Leonard A. Schlesinger; Retail

February 2010
Teaching Note

The Cleveland Clinic: Growth Strategy 2008 (TN)

By: Michael E. Porter, Elizabeth O. Teisberg, Jennifer F Baron and Carolyn Daly

Teaching Note for 709473. View Details

Keywords: Health Care and Treatment; Value; Restructuring; Groups and Teams; System; Transformation; Expansion; Integration; Alignment; Goals and Objectives; Leading Change; Customer Focus and Relationships; Health Industry; Cleveland; United States; Abu Dhabi; Canada

Citation

Purchase

01 Sep 2016
News

Case Study: Alumni Advice for a Health Care Startup

might make the employer wonder whether your product(s) will in fact do a better job. —Teg Rood (MBA 1976) I would recommend building some detailed customer use cases to solidify your value proposition. If... View Details

12 Oct 1999
Research & Ideas

Confronting the Challenges that Face Bricks-and-Mortar Stores

technologies and conclude that they represent the future of retailing. However, that conclusion would be wrong. Technology is just a platform for change. How we use the technology to create value for View Details

Keywords: by Raymond Burke; Retail

08 Dec 2015
First Look

December 8, 2015

appreciative of the employees and valued the service more. Employees who observed customer transparency felt that their work was more appreciated and more impactful, and thus were more satisfied with their... View Details

Keywords: Sean Silverthorne

20 Aug 2001
Research & Ideas

Making an Ally of Uncle Sam

complementors...using as an example Intel and the microprocessor-manufacturing game...as Nalebuff and Brandenburger explain: Along the vertical dimension of the Value Net are the company's customers and... View Details

Keywords: by Michael Watkins, Mickey Edwards & Usha Thakrar

17 Dec 2015
News

Conducting Research That Influences Practice

Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer... View Details

19 Sep 2006
First Look

First Look: September 19, 2006

network tool, which closely matched the executives' view of their industry and firm, proved useful in making a significant decision for the company. In particular, value network analysis channeled attention to the composition of the View Details

Keywords: Sean Silverthorne

22 Feb 2010
Op-Ed

Tragedy at Toyota: How Not to Lead in Crisis

mid-1980s, Johnson & Johnson CEO Jim Burke understood his company credo challenged him to put the needs of customers first. Although J&J was not responsible for these problems, Burke nevertheless recalled every Tylenol product... View Details

Keywords: by William George; Auto

Web

Designing Tech Ventures - Course Catalog

HBS Course Catalog Designing Tech Ventures Course Number 5240 Professor of Engineering Robert Howe Senior Lecturer Tom Clay Fall; Q1Q2; 3.0 credits Course Description Launching a successful startup requires a business model that defines the venture’s View Details

12 Mar 2018
Op-Ed

Op-Ed: Why BlackRock CEO Larry Fink Is Not a Socialist

both results. What’s missing in this debate is a deeper understanding of how value is created, and how it benefits all stakeholders in society—especially shareholders. “Does this make Larry Fink a socialist? Hardly. In fact, Fink is one... View Details

Keywords: by Bill George; Banking

December 1997 (Revised May 1998)
Case

CUC and HFS: Corporate Identity for a "Merger of Equals"

By: Stephen A. Greyser and Robert J. Crawford

In the wake of a major $20 billion market capitalization "merger of equals," two large consumer service firms must determine a new name for the new entity. Neither CUC nor HFS is well known among consumers. The CUC Services (e.g., shopping, travel, credit card... View Details

Keywords: Mergers and Acquisitions; Capital; Brands and Branding; Identity; Customization and Personalization; Value; Service Industry