Total Customer Value - Publications - Faculty & Research

October 2010
Case

Dubai Duty Free

By: Rajiv Lal and David Kiron

In mid-February 2009, Dubai Duty Free Managing Director Colm McLoughlin received the January sales report. He left the report lying on his desk unopened and went to walk around the shops as he did every morning. When he returned, he sat down at his desk, looked at the... View Details

Keywords: Customer Focus and Relationships; Marketing Strategy; Emerging Markets; Value Creation; Retail Industry; Dubai

Citation

Educators

Purchase

18 Oct 2018
Research & Ideas

How to Use Free Shipping as a Competitive Weapon

shipping model, according to Ngwe. Ngwe attributes the higher purchase totals to customers overshooting the minimum balance needed to qualify for free shipping, due to the extra time and effort required to... View Details

Keywords: by Kristen Senz; Retail

Michael Dell

In 1992, Dell, at 27 years of age, became the youngest CEO of a Fortune 500 company. Dell revolutionized the retail computer industry by instituting a direct sales approach, where the customer places their View Details

Keywords: Computers & Electronics

July 1996
Case

Williams-Sonoma, Inc.--1990

By: Nancy F. Koehn and Michael Dearing

Howard Lester, chairman and CEO, has just completed a second offering of common stock in Williams-Sonoma, Inc. ($218.2 million 1989 sales). Having targeted $500 million in retail sales, Lester's challenge is to: 1) prioritize growth investments in five existing catalog... View Details

Keywords: Corporate Strategy; Alignment; Customer Value and Value Chain; Competitive Strategy; Retail Industry

Citation

Find at Harvard

May 2011
Teaching Note

The Dutch Flower Cluster (TN)

By: Jorge Ramirez-Vallejo and Michael E. Porter

Teaching Note for 711507. View Details

Keywords: Customer Value and Value Chain; Auctions; Industry Clusters; Competition; Plant-Based Agribusiness; Netherlands; China; Colombia; Ecuador; Kenya

Citation

Purchase

Web

Annual Report 2024 | Harvard Business School

and interest income. The major areas of expense growth were salaries and benefits along with other expenses. New gifts and pledges totaled $145 million, compared with $135 million in fiscal 2023. The return on the University’s endowment... View Details

01 Dec 2022
News

Flying High

navigation of long security lines, are asked to arrive 30 minutes prior to their departure times. The company’s motto is “80 percent of the value of private for 20 percent of the cost.” The fare of a roundtrip flight from Los Angeles to... View Details

Keywords: April White; aviation; airlines; entrepreneurship; leadership; innovation; Air Transportation; Transportation

Web

Supplemental Financial Information | Annual Report 2024

2024. The group also delivered 79 Custom Programs that drew more than 4,500 participants. International participation in Executive Education’s open enrollment programs increased by 1 percent from the prior year. Executive Education... View Details

February 2016 (Revised August 2016)
Case

Chilli Beans: Peace, Love, and Sunglasses

By: José B. Alvarez, Robert Mackalski and Andrew Otazo

This case illustrates how Chilli Beans became the most popular sunglasses retailer in Brazil and the issues it faced when expanding into the United States. View Details

Citation

Educators

Purchase

02 Feb 2004
Research & Ideas

Mapping Your Corporate Strategy

articulated by (HBS professor) Michael Porter, will be most successful when the collection of integrated and aligned activities enable the company to offer a value proposition—whether low total cost, product... View Details

Keywords: by Martha Lagace

28 Oct 2019
Research & Ideas

Brick-and-Mortar Stores Are Making a Comeback

Stores were designed as a place for lingering and relaxing. For customers who were looking for an in-and-out buying experience, that was frustrating and frivolous. Just give me my coffee! But for others, there was View Details

Keywords: by Jen McFarland Flint; Retail

12 Mar 2019
First Look

New Research and Ideas, March 12, 2019

causing them to place a lower value on the product or service being offered. To address this problem, managers should experiment with operational transparency—the deliberate design of windows into and out of the organization's operations... View Details

Keywords: Dina Gerdeman

13 Apr 2010
First Look

First Look: April 13

horizon, implying that growth is less risky than value at long horizons. Investors with access to bills and bonds exhibit similar behavior when value and growth tilts are computed relative to the View Details

Keywords: Martha Lagace

29 Jun 2017
Research & Ideas

Why Uber Is Worth Saving and How To Do It

startups in the 1990s. “They said, ‘We’re different. Rules don’t apply. We’re in a new realm, and we seek total world domination,’” Kanter says. Most of those companies are no longer in business today. Uber in the classroom Uber’s... View Details

Keywords: by Dina Gerdeman; Transportation

Web

HBS - Financials | Financial Highlights

decreased to $6.2 billion as of June 30, 2022, from $6.4 billion as of June 30, 2021, primarily reflecting a change in the total market value of the endowment. View Details

February 2007 (Revised May 2007)
Case

Li & Fung 2006

By: F. Warren McFarlan, William C. Kirby and Tracy Manty

Describes the opportunities and strategy facing one of the most innovative global supply-chain companies, and the strategy it has chosen to deal with the expanding demand for its services. Li & Fung links thousands of factories in India, China, and elsewhere to nearly... View Details

Keywords: Customer Value and Value Chain; Supply Chain Management; Distribution Channels; Global Range; Strategy; Information Technology; Service Industry; Distribution Industry; China; India; United States; Europe

Citation

Educators

Purchase

Web

Black Business Leaders and Entrepreneurship | Baker Library

potential target customers including jobs and occupations, educational attainment, employment status, school enrollment, health, housing, and more. Suggested Resources United States Census Bureau Demographic characteristics, View Details

Profile

Rob Casper

says, “and it turns out I was completely wrong. We were supposed to shadow them in the field, give them pointers. But within minutes, they had completely melted into the jungle – I had totally underestimated their ability. In fact, they... View Details

28 Sep 2015
Research & Ideas

Six Lessons from Mobile Money Ventures in Developing Countries

service, in part by assigning brand ambassadors to the same high-traffic areas and economic centers where it was building out its agent network, to help educate and register customers. These brand ambassadors drove 75 percent of customer... View Details

Keywords: by Dina Gerdeman; Financial Services; Telecommunications

July 1989 (Revised May 2004)
Case

Colonial Homes

By: David E. Bell

Colonial Homes supplies a complete raw materials package to build entire homes. The price of the package is guaranteed at the signing of the sales contract, while delivery (and payment) are not effected for up to six months. In an effort to reduce its exposure to... View Details