Customer Lifetime Value - Publications - Faculty & Research

11 Dec 2017
News

Growing from Within

and the competitive landscape. This led us to the comprehensive multi-year growth plan we are rolling out today. Our customers have responded very well to new menu offerings we have launched this year including our Signature Crafted... View Details

Keywords: Dan Morrell; Food Services and Drinking Places; Hospitality

16 Sep 2008
First Look

First Look: September 16, 2008

(Bazerman, Loewenstein & White, 1992). The present analysis, however, shows that the perceived value of such tradeoffs—the transaction utility (Thaler, 1985; 1999)-depends on whether the allocation occurs within a particular social... View Details

01 Feb 1998
News

Running Up the Score

it happens), they often see dollar signs first and foremost. Salaries are soaring - even a journeyman player can earn in a few seasons what the average fan makes in a lifetime - and ever-increasing revenues are required to fund expanding... View Details

Keywords: Garry Emmons

15 Sep 2011
Research & Ideas

High Ambition Leadership

economic and social value. The goal of the corporation is to add value to employees, customers, suppliers and other partners, and community/society. These CEOs and the companies they lead make decisions with the interests of these other... View Details

Keywords: by Martha Lagace

04 Feb 2025
Blog Post

Leadership with Purpose: Redefining Success and Impact with Satpal Singh (SELP—India 4, 2019)

processes and frameworks, focusing instead on authenticity and the values that define impactful leadership. My career before HBS had been driven by extensive execution and deep functional expertise. I had been fortunate to work in various... View Details

14 Aug 2019
Sharpening Your Skills

The Manager's Guide to Leveraging Disruption

drive disruption—customers do. A recent book argues that successful disruptors spot and serve emerging customer needs faster than larger competitors. How Independent Bookstores Have Thrived in Spite of Amazon.comBook retailers were among... View Details

Keywords: by Sean Silverthorne

01 Sep 2013
News

The New Rules of E-Commerce

thing. Shoppers want value but also a stimulating experience, or "discovery shopping." Rakuten helps its vendors, many of them small-shop owners, use social media to offer unique content, such as the fashion shop that chronicles its... View Details

Keywords: Sean Silverthorne; e-commerce; News, Library, Internet, and Other Services; Information; Miscellaneous Store Retailers; Retail Trade

01 Sep 2024
News

Reduce, Reuse, Recycle

Climate Change starts in the same place Jobs’s discussion with Claure did—fear of risk. In Apple’s case, customers can trade in their used devices for credit toward a new one, the way you can trade in a car. Those devices are then... View Details

Keywords: Jennifer Meyers

22 Jan 2018
News

The First Five Years: ‘30 Under 30’ Edition

for our users and, in the process, increase our customer lifetime value (e.g., our successful decision to repurpose our video content into textbooks).” Guram: “I remember that... View Details

Keywords: Ambulatory Health Care Services; Health, Social Assistance; Nonstore Retailers; Retail Trade; Educational Support Services; Educational Services

02 Mar 2015
Research & Ideas

Retail Reaches a Tipping Point—Which Stores Will Survive?

unique and distinctive value proposition for customers, these assets will not return their cost of capital. The store will not be attractive to customers and investors will no longer be willing to invest. To... View Details

Keywords: by Sean Silverthorne; Retail

26 Jan 2016
First Look

January 26, 2016

from World War II Internment Firm Trade By: Cohen, Lauren, Umit Gurun, and Christopher J. Malloy Abstract—We demonstrate that simply by using the ethnic makeup surrounding a firm’s location, we can predict, on average, which trade links are valuable for firms. Using... View Details

Keywords: Sean Silverthorne

05 Dec 2013
What Do You Think?

Is Walmart Defying Economic Gravity?

a core strength and therefore their commensurate risks (are) lower." And Steve Fotenberry said that "As much as some people like to complain about Walmart The 'family' atmosphere for the workers continues to exist, and the value... View Details

Keywords: by James Heskett; Retail

23 Mar 2020
Research & Ideas

Product Disasters Can Be Fertile Ground for Innovation

In 2009, a stroke victim at a Los Angeles medical center started losing his hair following a CT brain perfusion scan. After some confusion, doctors determined he had been subject to a radiation overdose—a serious accident that might lead to a View Details

Keywords: by Michael Blanding; Health; Medical Devices & Supplies

Web

Departments | Employment

around the world in every industry including for profit and not for profit. Culture Our Executive Education staff are very dedicated and care deeply about the quality and success of our programs. They have a great sense of pride in the organization and very high... View Details

01 Sep 2011
News

Capitalism’s False Mantra

one that has little chance of getting better with the current theories in place,” Martin writes. Clearly, maximizing shareholder value has not worked and needs to be replaced. The problem as Martin sees it is that CEOs game the system to... View Details

Keywords: Sean Silverthorne; Publishing Industries (except Internet); Information; Management

Web

Past Projects | Social Enterprise | Harvard Business School

specific to Lincoln Center's international business development initiatives. MD Anderson Health Care Cost Management Focus: Health Care Value Team: Stephen Schleicher Description: Our project's purpose was to assess the actual cost (vs.... View Details

November 1995 (Revised March 2004)
Case

Massachusetts General Hospital: CABG Surgery (A)

By: Steven C. Wheelwright and James Weber

A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided. View Details

Keywords: Health Care and Treatment; Medical Specialties; Business Processes; Mission and Purpose; Product Positioning; Product Marketing; Management Practices and Processes; Customer Satisfaction; Service Delivery; Service Operations; Fair Value Accounting; Ethics; Pharmaceutical Industry; Health Industry; Massachusetts

Citation

Educators

Purchase

01 Dec 2003
News

Selling Digital Privacy

companies, we should capitalize on the value of our personal information and get something of value in return. Deighton’s recent working paper, “Market Solutions to Privacy Problems?,” suggests that... View Details

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

04 Jul 2016
Research & Ideas

Is Your Org Chart Stuck in a Rut? Try a Scientific Experiment

not pursued.” To be clear, the o-Lab is not out to question the value of business consultants or CEOs. Rather, it aims to illustrate the value of the tools of business research. “If we, the HBS faculty, are... View Details

Keywords: by Carmen Nobel

01 Jun 1998
News

Diversity and Community

imperative. (photograph by Jamie Tanaka) "At IBM," Gerstner said at the ceremony, "we're diverse by design, not mandate. With customers in more than 160 countries, our workforce has to reflect the rich array of cultures, perspectives, and... View Details