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- All HBS Web
(2,096)
- People (2)
- News (321)
- Research (1,523)
- Events (2)
- Multimedia (4)
- Faculty Publications (911)
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- 17 Jun 2016
- Op-Ed
Companies Need to Start Marketing Security to Customers
undercut a positive message about a product's benefits with safety warnings. That might make you feel uncomfortable and even dissuade you from buying the brand. You might instead buy a competitive product that doesn't flag safety issues quite as much. "Risk... View Details
- March 2000 (Revised February 2005)
- Case
Hewlett Packard--Computer Systems Organization: Selling to Enterprise Customers
By: Das Narayandas and Robert C. Dudley
In late 1996, Manuel Diaz, head of Worldwide Sales for Hewlett-Packard's (HP) Computer Systems Organization (CSO), is reviewing the results of an audit of HP's enterprise customer management approach with the objective of identifying market and organizational... View Details
Keywords: Accounting Audits; Transformation; Customer Relationship Management; Cost vs Benefits; Marketing Strategy; Sales; Computer Industry
Narayandas, Das, and Robert C. Dudley. "Hewlett Packard--Computer Systems Organization: Selling to Enterprise Customers." Harvard Business School Case 500-064, March 2000. (Revised February 2005.)
- March 2003
- Background Note
Managing a Customer Relationship Over Time
By: Das Narayandas
Describes the different ways in which vendors can sell a portfolio of products to industrial customers. View Details
- 21 Oct 2002
- Research & Ideas
The Parable of the Bungled Baggage And the Unhappy Customer
said, "Would Professor Sasser meet the special service agent?"... I was feeling a little uncomfortable because I was going to talk about customer service and customer View Details
Keywords: by W. Earl Sasser
- February 2010 (Revised September 2011)
- Case
Local Motors: Designed by the Crowd, Built by the Customer
By: Michael I. Norton and Jeremy Dann
In the wake of the meltdown among U.S. auto manufacturers in 2009, Jay Rogers, CEO of Local Motors, has a new approach for the automotive industry: decide which models are produced through online design competitions, and then allow customers to "build their own cars"... View Details
Keywords: Business Startups; Customer Focus and Relationships; Collaborative Innovation and Invention; Product Design; Product Development; Creativity; Social and Collaborative Networks; Customization and Personalization; Auto Industry; Manufacturing Industry; United States
Norton, Michael I., and Jeremy Dann. "Local Motors: Designed by the Crowd, Built by the Customer." Harvard Business School Case 510-062, February 2010. (Revised September 2011.)
- March 2011
- Exercise
Customer Intelligence Advantage: Module 2 Assignment
By: F. Asis Martinez Jerez
This exercise directs students to analyze a customer-centric firm by first understanding the elements that characterize a customer-centric organization, then by capturing and comparing this firm's approach to customer-centricity. Students interview three levels in the... View Details
Keywords: Business Units; Customer Focus and Relationships; Customer Satisfaction; Employees; Knowledge Sharing; Knowledge Use and Leverage; Leadership; Competitive Advantage
Martinez Jerez, F. Asis. "Customer Intelligence Advantage: Module 2 Assignment." Harvard Business School Exercise 111-118, March 2011.
- January 2008 (Revised April 2008)
- Teaching Note
Pilgrim Bank (B): Customer Retention (TN)
By: Frances X. Frei and Dennis Campbell
Teaching Note for [602095]. View Details
- 07 Apr 2020
- Research & Ideas
What Customers Need to Hear from You During the COVID Crisis
acknowledge the impact it was having on people’s lives. Consumers also warned against brands taking advantage of the crisis. Consumers’ survey responses indicated that brand storytelling should focus on providing real solutions to the... View Details
Keywords: by Jill Avery and Richard Edelman
- Winter 2013
- Article
How to Identify the Best Customers for Your Business
By: Frank V. Cespedes, James P. Dougherty and Ben S. Skinner III
How can businesses achieve profitable growth so that their costs don’t grow faster than sales? This article focuses on scaling a venture’s sales process and provides a methodology for identifying core customers and some implications for governance criteria and... View Details
Cespedes, Frank V., James P. Dougherty, and Ben S. Skinner III. "How to Identify the Best Customers for Your Business ." MIT Sloan Management Review 54, no. 2 (Winter 2013): 53–59.
- January 2013
- Case
Zappos.com 2009: Clothing, Customer Service, and Company Culture (MM)
By: Frances X. Frei and Robin J. Ely
On July 17, 2009, Zappos.com, a privately-held online retailer of shoes, clothing, and other soft-line retail categories, learned that Amazon.com, a $19 billion multinational online retailer, had won its Board of Directors' approval to offer to merge the two companies.... View Details
Keywords: Customer Relationship Management; Internet and the Web; Mergers and Acquisitions; Organizational Culture; Growth and Development Strategy; Apparel and Accessories Industry; Retail Industry
Frei, Frances X., and Robin J. Ely. "Zappos.com 2009: Clothing, Customer Service, and Company Culture (MM)." Harvard Business School Multimedia/Video Case 612-701, January 2013.
- June 16, 2020
- Article
Your Customers Have Changed. Here's How to Engage Them Again.
By: Rohit Deshpandé, Ofer Mintz and Imran S. Currim
The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues. View Details
Deshpandé, Rohit, Ofer Mintz, and Imran S. Currim. "Your Customers Have Changed. Here's How to Engage Them Again." Harvard Business School Working Knowledge (June 16, 2020).
- Forthcoming
- Article
Engaging Customers with AI in Online Chats: Evidence from a Randomized Field Experiment
By: Shunyuan Zhang and Das Narayandas
We examine how artificial intelligence (AI) affected the productivity of customer service agents and customer sentiment in online interactions. Collaborating with a meal delivery company, we conducted a randomized field experiment that exploited exogenous variation in... View Details
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
often fail to take into account the complete value of the customers they are trying to retain. "What's missing from traditional methods is that they focus only on a customer's likelihood to churn, but not on... View Details