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Show Results For
- All HBS Web
(6,352)
- People (3)
- News (1,318)
- Research (4,066)
- Events (13)
- Multimedia (77)
- Faculty Publications (2,827)
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- March 2003
- Background Note
Monitoring the Health of Customer Relationships
By: Das Narayandas
Discusses the role of satisfaction and loyalty measurement in monitoring the health of customer relationships. View Details
- July 2003 (Revised April 2011)
- Case
Singapore Airlines: Customer Service Innovation
By: Rohit Deshpande and Hal Hogan
The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the... View Details
Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Travel Industry; Singapore
Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
- Fall 2020
- Article
Competing on Customer Outcomes
By: Marco Bertini and Oded Koenigsberg
Bertini, Marco, and Oded Koenigsberg. "Competing on Customer Outcomes." MIT Sloan Management Review 62, no. 1 (Fall 2020): 78–84.
- 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).
- August 2023
- Background Note
Pricing and Customer Psychology
By: Elie Ofek
This note provides an overview of how psychological principles may be used as part of a seller’s pricing strategy. The note defines the concept of psychological pricing and explains the motivations for firms to engage in it. Prominent practices and tactics, with... View Details
Ofek, Elie. "Pricing and Customer Psychology." Harvard Business School Background Note 524-019, August 2023.
- November 2004
- Article
Linking Customer Management Effort to Customer Profitability in Industrial Markets
By: Douglas Bowman and Das Narayandas
Bowman, Douglas, and Das Narayandas. "Linking Customer Management Effort to Customer Profitability in Industrial Markets." Journal of Marketing Research (JMR) 41, no. 4 (November 2004).
- Research Summary
Managing the Operating Role of Customers
By: Frances X. Frei
Customers in operating roles introduce considerable variability into the production environment including differences in the demands they impose on the environment and the unpredictability of those demands. When customers are the source of production variability, the... View Details
- 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
- January 2003 (Revised September 2007)
- Background Note
A Note on Racing to Acquire Customers
Examines factors that motivate a firm's race to acquire customers in newly emerging markets and explores conditions under which racing strategies are likely to yield attractive returns. Provides a definition of racing behavior, introduces the notion of an optimal level... View Details
Keywords: Customers; Price Bubble; Network Effects; Emerging Markets; Market Entry and Exit; Behavior; Competition
Eisenmann, Thomas R. "A Note on Racing to Acquire Customers." Harvard Business School Background Note 803-103, January 2003. (Revised September 2007.)
- 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.)
- 24 Feb 2014
- Research & Ideas
Busting Six Myths About Customer Loyalty Programs
differentiation is difficult in retail as well because development of such advantages takes time and is difficult to execute. All the while, low-price players are constantly looming to pounce. Can low-margin retailers afford customer... 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.
- 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.)
- Article
Are Self-service Customers Satisfied or Stuck?
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical... View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)
- June 2001
- Case
Bang Networks- The First Customer (A)
By: Jay O. Light and Mary N. Caravella
In November 2000, six-month-old start-up Bang Networks is preparing a proposal for its first paid subscription contract. The recent MBA founders of the new San Francisco--based company believe they have a unique new solution for effective delivery of real-time Web... View Details
Keywords: Business Startups; Negotiation Tactics; Internet and the Web; Valuation; Value Creation; Negotiation Preparation; Information Technology Industry; San Francisco
Light, Jay O., and Mary N. Caravella. "Bang Networks- The First Customer (A)." Harvard Business School Case 201-111, June 2001.
- 05 Aug 2010
- What Do You Think?
What Is Customer Opinion Good For?
Summing Up Customer inputs to the product development process count, but in different ways and at different times, according to many responding to this month's column. As Alexander Gat put it, competing and pioneering products "should... View Details
- 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.
- Research Summary
Entrepreneurial Management: Customer Discovery and Business Development
This research focuses on: (a) market research methods and tactics suitable to startups seeking their initial customers and validation of their initial business model; (b) guidelines for conducting visits with potential customers as part of the startup ptrocess; and (c)... View Details
- August 2002 (Revised February 2018)
- Teaching Note
Customer Profitability and Customer Relationship Management at RBC Financial Group
By: V.G. Narayanan
Teaching Note for 102-043 and 102-072. View Details