Total Customer Value - Publications - Faculty & Research

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Sustainable Investing Course | HBS Online

strategies Gain insights into the climate risk inherent in investment opportunities Discover how to integrate risks into financial models Think critically about how and where to add value while avoiding “impact washing” Who Will Benefit... View Details

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Scaling Work - Research Computing Services

necessary, as you control all the resources on that machine. However, on a compute cluster, you only control the resources that the scheduler has given you, and it has given you only the resources that you've requested, whether this is done explicitly via a View Details

28 May 2020
Research & Ideas

Coronavirus Could Create a 'Bankruptcy Pandemic'

following four years, Lyondell’s total operating profit increased by 90 percent, while its stock price increased by 413 percent (over 50 percent a year, on average). By the end of 2014, Lyondell’s total... View Details

Keywords: by Dina Gerdeman; Financial Services; Banking

13 Oct 2009
Research & Ideas

7 Lessons for Navigating the Storm

values extend throughout the entire organization? These are the questions that need answering, and it's up to the emerging generation of leaders to answer them. Q: It is a paradox that leaders must inspire confidence in others, yet to be... View Details

Keywords: by Martha Lagace

01 Aug 1998
News

High Honors

others as you would have them serve you." When he announced his plans to step down, McDermott reminded his colleagues, "We've made customer service our primary goal, and we've encouraged other corporations to do the same." A year later,... View Details

03 May 2010
Research & Ideas

What Is the Future of MBA Education?

Business schools are positioned on increasingly unsteady—and unpopular—ground. MBA enrollments fluctuate or decline; recruiters voice skepticism about the value of newly-minted MBA degrees; and deans, faculty, students, executives, and a... View Details

Keywords: by Martha Lagace; Education

25 Mar 2015
HBS Case

Tate’s Digital Makeover Transforms the Traditional Museum

can be tracked through clicks, page views, and time on the site, as well as through a host of other metrics. But, says Avery, "there is often still not a direct link to the type of customer behavior we want to measure, such as ticket... View Details

Keywords: by Michael Blanding; Education

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2024 Reunion Presentations - Alumni

in the context of Opower, a software company that encourages households to reduce their energy consumption. From Opower's earliest days, its managers utilized experiments to amplify their environmental impact and enhance customer value.... View Details

17 Jun 2015
Lessons from the Classroom

Excellence Comes From Saying No

School Professor Frances Frei has explored that question for years in the retail realm, culminating in her 2012 book, Uncommon Service: How to Win by Putting Customers at the Core of Your Business. This past semester at HBS, the UPS... View Details

Keywords: by Michael Blanding

04 Feb 2022
Blog Post

Learning from the Entrepreneurs-in-Residence as a Harvard MS/MBA Student

glorified) life of an entrepreneur. Here are three of my favorite lessons from these conversations: When speaking with Katia Beauchamp, I learned about the importance of value systems within teams. She explained how vital it is for... View Details

Person Page

Press / Media

By: Karim R. Lakhani

Can America Invent Its Way Back?

BusinessWeek, by Michael Mandel, 12 Sept. 2008

Today, researchers are focusing on ways to make those... View Details

September 2020
Case

Uber at a Crossroads (2017)

By: Ramon Casadesus-Masanell and Karen Elterman

This case describes the history of Uber, its business model—including the ways it differed from that of the traditional taxi industry—and its competition with Lyft. The case is set in 2017, a year in which Uber was plagued by even more scandals than usual, though its... View Details

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01 Jul 2019
Research & Ideas

The Airbnb Lesson for Startups? Success Takes More Than Technology

power stems from its ability to identify and meet evolving customer needs, not its technology, says Thales S. Teixeira, author of the new book Unlocking the Customer Value... View Details

Keywords: by Danielle Kost; Travel; Tourism

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John H. McArthur | About

Initiative has grown significantly and continues to serve as a catalyst for building social value through teaching, research, and programs related to social enterprise. Beginning in the mid 1980s, McArthur also placed increasing emphasis... View Details

16 Jan 2006
Research & Ideas

Adam Smith, Behavioral Economist?

let them withdraw their own money until a certain amount or date has been reached. It gives their control over to the bank to help them overcome short-term impulses to spend. The product had a large and significant effect on clients' View Details

Keywords: by Ann Cullen

09 Sep 2015
Research & Ideas

Leadership Lessons of the Great Recession: Options for Economic Downturns

customer demand. CUTTING EXPENSES AND PAYING BONUSES In addition to furloughs, the Honeywell leaders cut production and financial expenses, focusing on efficiencies in managing their supply chains and reducing inventories, material costs,... View Details

Keywords: by Sandra Sucher & Susan Winterberg; Aerospace; Electronics

14 Jul 2020
Research & Ideas

Restarting Under Uncertainty: Managerial Experiences from Around the World

have experienced sudden and dramatic drops in demand. Several businesses actively adapted their value proposition to face these challenges. They questioned the value they provided to clients in the new... View Details

Keywords: by Raffaella Sadun, Andrea Bertoni, Alexia Delfino, Giovanni Fassio, and Mariapaola Testa

01 Oct 1997
News

High Fives

chairman of Lehman Brothers Kuhn Loeb. In recent years Blackstone has invested in about seventy corporate and real-estate transactions with a total value of more than $20 billion. Most important thing... View Details

17 Jan 2012
First Look

First Look: January 17

PublicationsUncommon Service: How to Win by Putting Customers at the Core of Your Business Authors:Frances Frei and Anne Morriss Publication:Harvard Business Review Press, forthcoming An abstract is not available at this time.... View Details

Keywords: Sean Silverthorne

20 Aug 2013
First Look

First Look: August 20

note discusses the significant impact venture philanthropy has had on the nonprofit sector despite its small size relative to total philanthropic giving. Venture philanthropists make large, multi-year, unrestricted grants coupled with... View Details

Keywords: Anna Secino

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