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Show Results For
- All HBS Web
(6,254)
- People (3)
- News (1,341)
- Research (4,159)
- Events (16)
- Multimedia (81)
- Faculty Publications (2,890)
- 21 Apr 2008
- Research & Ideas
The New Math of Customer Relationships
It's the E=MC2 of customer loyalty. Deeply satisfied employee = deeply satisfied customer = lifelong profit. Harvard Business School professor emeritus Jim Heskett and professor Earl Sasser have pursued this... View Details
Keywords: by Sean Silverthorne
- January 1991 (Revised January 1993)
- Case
Xerox Corp.: The Customer Satisfaction Program
In August 1990 the president and executive vice president of Xerox are reviewing the progress made on its customer satisfaction program. The emphasis placed on the program, the success of the program to date, and the drive to achieve the corporate goals of customer... View Details
Menezes, Melvyn A. "Xerox Corp.: The Customer Satisfaction Program." Harvard Business School Case 591-055, January 1991. (Revised January 1993.)
- March 2006 (Revised April 2008)
- Module Note
Conceptualizing the Customer Operating Role
By: Frances X. Frei
The module introduces students to the concept and implications of a customer operating role. Building on the first year operations curriculum in which only employees' and machines' operating roles are considered, it provides the additional perspectives needed to bring... View Details
Keywords: Customers; Performance Efficiency; Perspective; Management Analysis, Tools, and Techniques; Service Operations
Frei, Frances X. "Conceptualizing the Customer Operating Role." Harvard Business School Module Note 606-032, March 2006. (Revised April 2008.)
- 18 Nov 2009
- HBS Case
Customer Feedback Not on elBulli’s Menu
He's been called "the Salvador Dalí of the kitchen" for creations ranging from beetroot and yogurt ice-cream lollipops to a deconstructed Spanish omelet served in a parfait glass. Each year, some 2 million hopeful diners vie to be one of the fifty View Details
- February 2003 (Revised March 2007)
- Case
Internet Customer Acquisition Strategy at Bankinter
By: Francisco de Asis Martinez-Jerez, V.G. Narayanan and Lisa Brem
Bankinter, a relatively small Spanish bank, has a large presence as an Internet financial services provider. Leading the way to profitability through the Internet will give Bankinter a major competitive advantage over the larger, more established Spanish banks. Ann... View Details
Keywords: Customer Relationship Management; Internet and the Web; Activity Based Costing and Management; Customer Value and Value Chain; Banks and Banking; Banking Industry; Spain
Martinez-Jerez, Francisco de Asis, V.G. Narayanan, and Lisa Brem. "Internet Customer Acquisition Strategy at Bankinter." Harvard Business School Case 103-021, February 2003. (Revised March 2007.)
- 25 Jul 2005
- Research & Ideas
An Organization Your Customers Understand
to solve the organization structure problem. The solution will be derived through analysis of the first of our four Cs: customer definition. Using an "outside-in" approach, we will start by designing units that work most closely... View Details
Keywords: by Robert Simons
- Research Summary
Customer Experience Design
By: Stefan H. Thomke
Please contact Professor Thomke for the most current description of his research on simulation and R&D performance and/or copies of research articles (published and working papers). View Details
- October 1990
- Case
Manufacturers Hanover Corp.: Customer Profitability Report
By: Robert S. Kaplan
Banking company noting declining profitability from its traditional lending activities has started to measure the total profitability of its lending relationships. A loan pricing model estimates the profit and return-on-equity from commercial loans. Additional work was... View Details
Keywords: Investment Return; Revenue; Commercial Banking; Banks and Banking; Customer Value and Value Chain; Banking Industry
Kaplan, Robert S. "Manufacturers Hanover Corp.: Customer Profitability Report." Harvard Business School Case 191-068, October 1990.
- 21 Aug 2019
- Working Paper Summaries
Improving Customer Compatibility with Operational Transparency
- June 2017 (Revised January 2019)
- Case
Signet Jewelers: Assessing Customer Financing Risk
By: Gerardo Pérez Cavazos, Suraj Srinivasan and Monica Baraldi
Marc Cohodes, a renowned short seller, has identified weaknesses in Signet's business strategy, which he argues is heavily reliant on providing loans to customers with subprime credit scores. He believes that the company accounts for its receivables portfolio using... View Details
Keywords: Short Selling; Bad Debt Expense; Accounting; Financial Reporting; Financial Statements; Finance; Financing and Loans; Valuation; Retail Industry; Financial Services Industry; United States
Pérez Cavazos, Gerardo, Suraj Srinivasan, and Monica Baraldi. "Signet Jewelers: Assessing Customer Financing Risk." Harvard Business School Case 117-038, June 2017. (Revised January 2019.)
- 16 Nov 2016
- Research & Ideas
Turning One Thousand Customers into One Million
soliciting feedback from its most loyal and vocal customers” As impressive as that accomplishment was, 1,000 customers is hardly enough to ensure long-run success. For that, these companies had to scale up dramatically, from 1,000 to over... View Details
- November 2011 (Revised August 2012)
- Background Note
Customer Discovery and Validation for Entrepreneurs
By: Frank V. Cespedes, Thomas Eisenmann and Steven G. Blank
Provides practical guidelines for conducting market research to explore and validate demand for entrepreneurial offering. Explains how the research objectives of entrepreneurs might differ from those relevant to managers evaluating product or service offerings to... View Details
Cespedes, Frank V., Thomas Eisenmann, and Steven G. Blank. "Customer Discovery and Validation for Entrepreneurs." Harvard Business School Background Note 812-097, November 2011. (Revised August 2012.)
- October 2001 (Revised October 2017)
- Case
Pilgrim Bank (A): Customer Profitability
By: Frances X. Frei and Dennis Campbell
Provides a context in which students can explore managerial decision making that is critically informed by data analysis. The setting is a retail bank and the decision making relates to the bank's policy toward online banking. The management team is evaluating whether... View Details
Frei, Frances X., and Dennis Campbell. "Pilgrim Bank (A): Customer Profitability." Harvard Business School Case 602-104, October 2001. (Revised October 2017.)
- autumn 2003
- Article
Rediscover Your Customers
By: John A. Quelch and Gail J. McGovern
Quelch, John A., and Gail J. McGovern. "Rediscover Your Customers." European Business Forum, no. 15 (autumn 2003): 91.
- June 2020
- Background Note
Customer Management Dynamics and Cohort Analysis
By: Elie Ofek, Barak Libai and Eitan Muller
The digital revolution has allowed companies to amass considerable amounts of data on their customers. Using this information to generate actionable insights is fast becoming a critical skill that firms must master if they wish to effectively compete and win in today’s... View Details
Keywords: Cohort Analysis; Customers; Analytics and Data Science; Segmentation; Analysis; Customer Value and Value Chain
Ofek, Elie, Barak Libai, and Eitan Muller. "Customer Management Dynamics and Cohort Analysis." Harvard Business School Background Note 520-122, June 2020.
- November 2003
- Article
The Customer Has Escaped
By: Frank V. Cespedes and Paul F. Nunes
Keywords: Customers
Cespedes, Frank V., and Paul F. Nunes. "The Customer Has Escaped." Harvard Business Review 81, no. 11 (November 2003): 106–115.
- 16 Nov 2016
- News
Turning One Thousand Customers into One Million
- November–December 1995
- Article
Why Satisfied Customers Defect
By: T. O. Jones and W. E. Sasser Jr.
Keywords: Customers
Jones, T. O., and W. E. Sasser Jr. "Why Satisfied Customers Defect." Harvard Business Review 73, no. 6 (November–December 1995).
- Spring 2014
- Article
The High Price of Customer Satisfaction
By: Timothy Keiningham, Sunil Gupta, Lerzan Aksoy and Alexander Buoye
Managers often assume that improving customer satisfaction and financial performance go hand in hand. The reality, however, is much more complex. View Details
Keiningham, Timothy, Sunil Gupta, Lerzan Aksoy, and Alexander Buoye. "The High Price of Customer Satisfaction." MIT Sloan Management Review 55, no. 3 (Spring 2014).