Total Customer Value - Publications - Faculty & Research

04 May 2021
Blog Post

Asian American Pacific Islander Heritage Month at HBS

from our respective ethnic languages. We all saw each other as one community, absorbing each other’s cultures and customs while throwing jokes at one another. When I first came to the U.S. more than a decade ago for college, it was... View Details

22 Jul 2019
Book

How to Be a Digital Platform Leader

interest in the subject was initially stimulated by the explosive growth of the Microsoft Windows operating system. The real value of Windows, we learned, was not about the product, per se, but the applications written by independent... View Details

Keywords: by Martha Lagace

25 Aug 2022
News

Up on the Corner

six-story, mixed-use building will soon rise above the dirt and gravel. The ground floor will feature an Afrocentric bookstore-café where customers can peruse books by African authors while sipping hibiscus tea and baobab juice. (Dlodlo,... View Details

Keywords: Alexander Gelfand; photographed by Melissa Golden; Real Estate

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

17 Apr 2017
HBS Case

This Turkish Debt Collector Is Customer-friendly

requires a total change in organizational identity. Moving from an environment that is adversarial to one that is co-creating value with customers requires a company to... View Details

Keywords: by Michael Blanding; Financial Services

January 2021 (Revised April 2022)
Case

Best Buy's Corie Barry: Confronting the COVID-19 Pandemic

By: William W. George and Amram Migdal

This case examines the leadership of Corie Barry, the new CEO of Best Buy, with a focus on actions the company took in 2020 to adapt to the COVID-19 pandemic. The case includes a history of Best Buy’s strategy and leadership, including the transitions between the... View Details

Keywords: COVID-19 Pandemic; Change; Disruption; Volatility; Communication; Competency and Skills; Customers; Decision Making; Ethics; Fairness; Moral Sensibility; Values and Beliefs; Finance; Cash Flow; Financial Condition; Financial Liquidity; Goods and Commodities; Corporate Governance; Health Pandemics; Human Resources; Executive Compensation; Employees; Employee Relationship Management; Resignation and Termination; Retention; Selection and Staffing; Innovation and Invention; Jobs and Positions; Job Cuts and Outsourcing; Job Design and Levels; Job Interviews; Job Offer; Labor; Employment; Human Capital; Working Conditions; Law; Leadership; Leadership Development; Leadership Style; Management; Business or Company Management; Crisis Management; Growth and Development Strategy; Management Practices and Processes; Management Style; Management Succession; Management Systems; Management Teams; Risk Management; Operations; Distribution; Order Taking and Fulfillment; Logistics; Service Delivery; Service Operations; Supply Chain; Organizations; Corporate Social Responsibility and Impact; Organizational Change and Adaptation; Outcome or Result; Personal Development and Career; Retirement; Work-Life Balance; Planning; Strategic Planning; Problems and Challenges; Relationships; Business and Community Relations; Labor and Management Relations; Risk and Uncertainty; Safety; Science; Strategy; Retail Industry; North and Central America; United States; Minnesota

Citation

Educators

Purchase

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 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

04 Apr 2017
First Look

First Look at New Research, April 4

in India, as well as HBS Deans Wallace Donham and Donald David. It shows that there were quite different drivers that led business leaders to advocate corporate responsibility. Often strong religious and spiritual values were the... View Details

Keywords: Sean Silverthorne

20 Mar 2000
Research & Ideas

Incubators: The New Venture Capitalists?

They're attracting the attention of venture capital firms, who are starting their own "venture catalyst" experiments. They're catching the eye of potential startups, looking for ways to get to market faster and with more value... View Details

Keywords: by Kenneth Liss

03 Jan 2017
First Look

January 3, 2017

assess the company's growth strategy and develop a model to value a prospective customer to the company's website. Purchase this case: https://cb.hbsp.harvard.edu/cbmp/product/217026-PDF-ENG Harvard Business... View Details

Keywords: Carmen Nobel

01 Jan 2014
News

To Spot Financial Trouble Early, Use Three Circles: A conversation with Blythe McGarvie of Harvard Business School

10 May 2020
Blog Post

Let’s Hear it For the Moms – The Incredible Balancing Act of Student Mothers

also really looking forward to getting out of banking and spending more time with my family...). Campus community highlight? After school started, I realized that I was totally underestimating the on-campus experience's View Details

16 Jul 2013
First Look

First Look: July 16

executives in the core businesses, rather than ambitious young MBAs, should be assigned to growth initiatives; 3) Assembling the wrong team and staffing up prematurely. CEOs should focus on capabilities, not who's available, and staff up only when the strategy,... View Details

Keywords: Anna Secino

06 Dec 2021
Research & Ideas

The Popular Stock Metric That Can Lead Investors Astray

the company were liquidated. Market value reflects the total value of a public company’s outstanding shares based on the market price for a share. A stock with higher... View Details

Keywords: by Rachel Layne

21 Mar 2004
Research & Ideas

Loyalty: Don’t Give Away the Store

Frequent shopping programs that reward customers with discounts or other perks are commonplace in grocery stores, but many are not as effective in influencing buying behavior as they could be, argues HBS professor Rajiv Lal. "The... View Details

Keywords: by Manda Salls; Consumer Products; Retail

November 2000
Case

Clust.com: Dream More and Pay Less

Clust is a French group-buying Web site. Instead of marketing products to consumers, Clust is marketing aggregated consumer demands to manufacturers. Consequently, beyond the usual act of choosing among predefined alternatives, consumers are expected to bring up their... View Details

Keywords: Customer Value and Value Chain; Marketing

Citation

Educators

Purchase

04 Jul 2005
Research & Ideas

Should You Outsource Your Marketing?

Most companies already outsource a portion of their marketing function—advertising. But what about direct-mail management, lead management, or customer analytics? Increasingly, expertise in these and other marketing areas lies outside... View Details

Keywords: by Poping Lin

30 Nov 2017
News

Happy Meals (Are Here Again)

$1 soft drinks. A new, national value menu is set to roll out in January. Improving the customer experience meant implementing the physical and digital updates that Karavites’s restaurants had undergone but... View Details

Keywords: Dan Morrell; photographed by Saverio Truglia

09 Feb 2012
Sharpening Your Skills

Sharpening Your Skills: Online Marketing

Questions To Be Answered: What's the strategy for managing consumer reviews on my site? Do people watch online video ads?. How can I get more out of my customer loyalty campaign? Are online coupon programs like Groupon effective? What's... View Details

Keywords: Re: Multiple Faculty; Technology

Publications