Publications

May 2024
Background Note

Net Revenue Retention: Unpacking the Dynamics of Customer Monetization

By: Elie Ofek, Barak Libai and Eitan Muller

Firms and investors alike are beginning to recognize the importance of tracking how revenues from existing customers are evolving over time and to appreciate the value in understanding what might explain changes in these revenues. Consequently, in addition to looking... View Details

Keywords: Customer Relationship Management; Revenue; Measurement and Metrics; Customer Value and Value Chain

2003
Article

Size of the Pie and Share of the Pie: Implications of Structural Embeddedness for Value Creation and Value Appropriation in Joint Ventures

By: Ranjay Gulati and Lihua Wang

This chapter examines the factors that may influence the total value created in a joint venture (JV) and also the relative value appropriated by each partner in the venture. We look at the effects of both partners' embeddedness in prior networks of relationships and... View Details

Keywords: Value; Joint Ventures

Find at Harvard

Article

The Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel

By: Dennis Campbell and Frances X. Frei

This paper uses the context of online banking to investigate the consequences of employing self-service distribution channels to alter customer interactions with the firm. Using a sample of retail banking customers observed over a 30-month period at a large U.S. bank,... View Details

Keywords: Cost; Service Operations; Distribution Channels; Consumer Behavior; Internet and the Web; Banks and Banking; Technology Adoption; Service Delivery; Market Transactions; Market Participation; Profit; Retail Industry; Banking Industry; United States

Find at Harvard

Article

Adding Value by Talking More

By: Robert S. Kaplan, Derek A. Haas and Jonathan Warsh

The prevailing fee-for-service payment model has led health care administrators and physician practices to impose severe constraints on the time physicians spend talking, for which they are reimbursed poorly or not at all. New value-based reimbursement models, however,... View Details

Keywords: Value Creation; Cost Management; Health Care and Treatment; Customer Focus and Relationships; Health Industry

Read Now

21 Mar 2016
HBS Case

Can Customer Reviews Be 'Managed?'

case of hotels, professionals tend to not be as well-regarded anymore. Why? Because they have different values of what they consider important than [the average consumer does]. If I have a family and [experts] start talking about how... View Details

Keywords: by Brian Kenny; Advertising; Travel

24 Aug 2009
Research & Ideas

SuperCorp: Values as Guidance System

Social Good. She tells the stories of "vanguard companies" such as IBM, Proctor & Gamble, Cemex, Banco Real, and Omron that are rewriting what it means to be successful in the 21st century. In this excerpt, Kanter explores how vanguard companies use View Details

Keywords: by Rosabeth Moss Kanter

October 2012
Article

Target the Right Market

By: Jill Avery and Thomas Steenburgh

SparkPlace is a two-year-old business with a hot new product: software that manages and measures the effectiveness of permission-based marketing campaigns for social media. The company is in the process of deciding on which of two customer segments to focus its... View Details

Keywords: Marketing; Market Segmentation; Customer Defection; Customer Lifetime Value; Customer Relationship Management; CRM; Market Segmentation And Target Market Selection; Marketing Strategy; Product Marketing; Customer Focus and Relationships; Customer Value and Value Chain; Technology Industry; United States

Find at Harvard

Read Now

13 Mar 2017
Research & Ideas

Hiding Products From Customers May Ultimately Boost Sales

portion of your full product catalog—and leaving customers to wonder what you’ll offer next? Or is it better to display all your wares at once, in hopes of encouraging a shopping spree? For example, is a View Details

Keywords: by Carmen Nobel; Retail; Fashion

03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

Breakthrough Service is Different.” What is your definition of breakthrough service, and why is it different? Sasser: Breakthrough services are those that provide extraordinary results and a high-quality experience for customers and... View Details

Keywords: by Jim Aisner; Retail

17 Sep 2001
Research & Ideas

Let Customers Call the Shots

technologies could be used to create a captive one-to-one relationship between firms and consumers, so that customers could literally be viewed as assets. We should start to realize that things are not that simple. Ultimately, a... View Details

Keywords: by Martha Lagace

08 Sep 2008
HBS Case

The Value of Environmental Activists

There are many methods, most financial, to measure the success of companies in meeting goals. But the question becomes a lot harder at Harvard Business School when MBAs are challenged to measure the efforts of environmental organizations like Greenpeace and the World... View Details

Keywords: by Sarah Jane Gilbert; Energy; Utilities

06 May 2002
Research & Ideas

A Toolkit for Customer Innovation

Thomke and Eric von Hippel Tapping into customer innovation can certainly generate tremendous value, but capturing that value is hardly a simple or straightforward process. Not only must companies develop... View Details

Keywords: by Stefan Thomke & Eric Von Hippel

15 Dec 2018
News

The math wizard who became a customer loyalty scheme guru

January 2021 (Revised May 2021)
Case

Amazon Shopper Panel: Paying Customers for Their Data

By: Eva Ascarza and Ayelet Israeli

This case introduces a new Amazon program that has consumers upload their receipts from transactions outside of Amazon, in exchange for money. Through the discussion, the case aims to explore issues in customers’ privacy in the digital age, the value of customers’ own... View Details

August 2021
Case

Yummy: Delivering Value to Venezuela

By: Ayelet Israeli, Jenyfeer Martinez Buitrago and Carla Larangeira

By June 2021, Yummy had become Venezuela’s first and largest food delivery app and last-mile logistics company. In Caracas, the nation’s capital, Yummy held a 55% market share, while operations in other cities had already started to take place, including in three of... View Details

Keywords: Internet and the Web; Health Pandemics; Business Startups; Growth and Development Strategy; Expansion

09 Dec 2019
Research & Ideas

Identify Great Customers from Their First Purchase

School. By incorporating data most companies discard, Ascarza and her co-researcher devised an algorithm capable of quickly analyzing more than 40 variables to create a “first impression” of the customer after the initial transaction. The... View Details

Keywords: by Kristen Senz; Retail; Service

September 2010 (Revised December 2010)
Case

Compass Maritime Services, LLC: Valuing Ships

By: Benjamin C. Esty and Albert W. Sheen

Tom Roberts, a founding partner of Compass Maritime Services, a New Jersey-based shipping research and consulting firm, has been asked by a new potential customer in May 2008 for advice on purchasing a capesize bulk carrier. After identifying a suitable ship with his... View Details

Keywords: Decision Choices and Conditions; Judgments; Price; Management Analysis, Tools, and Techniques; Negotiation Offer; Mathematical Methods; Ship Transportation; Valuation; Consulting Industry; Shipping Industry

05 Jun 2019
News

When Customers Want to See the Human Behind the Product

2022
Working Paper

The Stock Market Value of Human Capital Creation

By: Matthias Regier and Ethan Rouen

We develop a measure of firm-year-specific human capital investment from publicly disclosed personnel expenses (PE) and examine the stock market valuation of this investment. Measuring the future value of PE (PEFV) based on the relation between lagged... View Details

Keywords: Intangibles; Market Valuation; Human Capital; Stocks; Financial Markets; Valuation