Customer Lifetime Value - Publications - Faculty & Research

01 Jun 2017
News

Case Study: Something New

Cherlin Diniz (MBA 2005) Today’s consumers expect more customized and personalized products, services, and experiences. Anomalie’s value proposition to provide a custom product... View Details

Keywords: April White

01 Jan 2003
News

concerned about what I should do with my life. I knew I wanted a career in business, but it wasn't until I was at HBS that I grasped that business could be a force for good in society. We were constantly reminded of the importance of moral View Details

16 Jul 2018
Blog Post

3 Key Take-a-Ways From My Summer at Zalando

approach that the taskforce took to deal with the challenge, as diversity discussions can easily become very subjective and opinion-based. 2. Customer Care (CuCa) Experience Training One of Zalando’s core View Details

Keywords: Consumer Products / 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

May 25, 2016
Comment

How Consumers and Businesses are Reshaping Public Health

By: John A. Quelch

Healthcare and education are two issues in which citizens around the world, rich and poor, are passionately interested. It has long been appreciated that the way that a society treats its youngest and oldest members says much about its moral maturity. Economic... View Details

Citation

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10 Jun 2013
Research & Ideas

How Numbers Talk to People

deep statistical analysis, just good data and reporting approaches. It is often encountered in online businesses, where customer clickstreams provide plenty of data-often too much-for analysis. One expert practitioner of the CSI story... View Details

12 Jul 2021
News

Your Fullest Self

to hide. She began wearing wigs and extensions for the convenience and versatility they offered, not as a necessity. That experience was the seed for what inspired her to leave a secure position at Shell and launch Upgrade, an online platform selling high quality,... View Details

Keywords: venture capital; entrepreneurship; female founders

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

Joseph M. Segel

A prolific entrepreneur, Segel has founded many successful companies including The Franklin Mint and National Software testing Laboratories. His biggest success was the formation of QVC, which stands for quality, value and convenience.... View Details

Keywords: Entertainment & Broadcast Media

22 Oct 2018
Blog Post

HBS Marketing Club Presents: The Brand Summit

As marketers, we believe it is our job to create value, communicate that value to our customers, and capture a portion of that value for our firms. A great way to do this is to build strong brands, allowing... View Details

Keywords: All Industries

01 Sep 2008
News

The MBA Turns 100

degree’s relevance, asserting that programs have drifted too far into theory that has relatively little use in practice. And they fault business schools for turning out graduates fixated on shareholder value at the expense of all else.... View Details

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

26 May 2009
Research & Ideas

Improving Market Research in a Recession

supplier aggressively explore synergies across its various component agencies as well as eliminate research redundancies. Value experience and judgment. CMOs should tap the knowledge and intuitions of managers and researchers who've lived... View Details

Keywords: by John Quelch

02 Nov 2016
What Do You Think?

Are Employees Becoming Job 'Renters' Instead of 'Owners'?

“It may not be possible for every employee (to) value the company as if it were his own. The next best thing is to make the customer the focus of everyone’s work. When customer... View Details

Keywords: by James Heskett

25 Sep 2019
News

Leading the Evolution of E-Commerce

Photo via the New York Observer Photo via the New York Observer When Jennifer Fleiss (MBA 2009) started Rent the Runway with HBS classmate Jenn Hyman, the pair were in their 20s—two scrappy entrepreneurs who built the concept of renting designer clothing into a... View Details

Keywords: ecommerce; work-life balance; entrepreneurship; Retail Trade

01 Dec 2002
News

Alumni Honorees Urge Students to Emphasize Ethics

exploitative capitalists, the student was amazed by Yang's talk. “When I said it didn't have to be that way, it was a revelation to her,” said Yang. As part of the School's Leadership and Values Initiative, Yang and three other honorees... View Details

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

10 Jun 2021
Blog Post

Managing Sustainable Advantage with Key ESG Cofounders, Anne-Marie Schoonbeek and Heleen van Poecke

to build a business where they could: Help their customers unlock value while improving their impact on society Put their Finance, Consulting and SaaS experience to good use. Conversations with HBS alumni at... View Details

01 Dec 2014
News

Faculty Q&A: The New Brand Manager: You

Now that customers have more of a voice in the consumer-brand relationship, some brands have suffered loud criticism for recent business decisions. How can brands avoid that pitfall? I’m not sure consumer criticism is always necessarily... View Details