Customer Lifetime Value - Publications - Faculty & Research

January 2021 (Revised May 2021)
Case

Ocado Group: Ready for the Future

By: José B. Alvarez, Damien McLoughlin and Natalie Kindred

23 Jun 2009
First Look

First Look: June 23

decide which customers to serve and which to turn away, configuring pricing strategies to align with the value delivery stream customers experience, and determining whether... View Details

Keywords: Martha Lagace

01 Jun 2017
News

Alumni and Faculty Books for June 2017

drought, the Great Depression, and a world war. He learned to work hard and thirsted for an education. Melvin married and fathered 12 children. His business careers led to his owning his own businesses, which thrived in small-town America because of Melvin’s View Details

25 Feb 2020
News

Case Study: The Credit Bureau

young professionals) select pieces from curated collections on the company’s website—think Scandinavian, mid-century modern, or industrial looks. Within a week, a white-glove team delivers preassembled pieces and arranges the room. When the lease is up, the View Details

Keywords: Jen McFarland Flint; Real Estate

01 Jun 2004
News

Luxe Redux

more vigorously to assert who they are socially, psychically, and culturally,” remarks Koehn. “As a value proposition, luxury goods are very sensitive to timing and ego.” Adaptation, however, is a risky business. “You can’t rely on... View Details

Keywords: Julia Hanna; luxury; Retail Trade

18 May 2010
First Look

First Look: May 18

the survey in Korean, demonstrating how cultural frames influence the contents of gender stereotypes. In Study 3, American college students rated a male student as higher on whichever trait—ambitiousness or sociability—they were told was the most important cultural... View Details

Keywords: Martha Lagace

Profile

James Reinhart

resulting in a willing and grateful marketplace. The concept took off. Understanding that a trip to the Post Office is one step too many for busy parents that need to get rid of clothes, thredUP provides a prepaid “Clean Out Bag” for View Details

July 2011 (Revised January 2012)
Teaching Note

Demand Media (TN)

By: John Deighton and Leora Kornfeld

Teaching Note for 512021. View Details

Keywords: Internet and the Web; Media; Society; Transformation; Digital Marketing; Business Model; Initial Public Offering; Customers; Behavior; Value; Information Technology Industry; California

Citation

Purchase

05 Mar 2021
Blog Post

Intensive Bootcamp Kicked my Entrepreneurship Goals Into Gear

were pain points that our initial idea wouldn’t necessarily solve. Taking a step back and erasing biases around our idea allowed us to better understand the true value we would be creating and helped us to determine who our target View Details

01 Dec 2017
News

Ask the Expert: Human Intelligence

find an area where narrow AI is not having an impact,” says Seseri, which raises questions for business leaders in all sectors. How can e-commerce businesses benefit from artificial intelligence in the near future? And how will potential View Details

Keywords: April White

01 Apr 1999
News

Short Takes

competitive edge. As one example of a winning strategy, Nolan cites Cisco Systems, a twelve-year-old company that makes routers for networks. In 1998, Cisco reached a market value exceeding $100 billion in record-breaking time. It did so,... View Details

Keywords: Eileen K. McCluskey

12 Apr 2011
News

Twelve Global Finalists Compete at HBS

purchasers to explore categories and products, compare brands in the same category, and browse buying guides, helping customers make an informed buying decision. vinsnap is a mobile automotive marketing company. The application organizes... View Details

Keywords: Multiple alumni

06 Oct 2003
What Do You Think?

Is “the Innovator’s Solution” to Sustained Corporate Growth an Unnatural Act?

profitability. There are at least two antidotes to this scenario. One involves serial acquisitions. But research has suggested that most acquisitions destroy value. This helps explain why the stock of acquiring firms is often discounted by investors in expectation of... View Details

Keywords: by James Heskett

Profile

Jeremy Burnham

Jeremy’s team was asked to come up with concepts for a “sustainable” shoe that would appeal to impulse buyers. For two months, the team met once a week to brainstorm ideas and ultimately settled on three: an “exchange” program, in which View Details

01 Jun 2013
News

School of Hard Knocks

engagement were more than three times as profitable as firms with average engagement. Fostering a diverse culture is the right thing for a firm to do; it can also lead to a stronger bottom line, especially in today's world where virtually every company serves a diverse... View Details

Keywords: discrimination; Management, Scientific, and Technical Consulting Services; Professional Services

01 Sep 2004
News

Charles Stoddard (MBA 1969)

any other bank in Grand Rapids. It was a niche bank with only one office and no tellers; instead, it had client service officers who would call customers by their name. The other unique thing about Grand Bank was corporate tithing. Ten... View Details

Keywords: Finance

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

01 Jan 2002
News

Orin C. Smith (MBA '67)

Smith. Not only has Starbucks created a "third place" for the customer between work and home, but it has also launched a number of environmental and community-oriented initiatives. "We have a great culture in this company," Smith... View Details

Web

Dean Srikant Datar’s 2022 Commencement Remarks | About

incentives and trained salespeople to focus on doing what was best for the customer rather than push a particular product to earn a commission. Other organizations have changed processes to enable representatives to focus on building... View Details

01 Oct 2000
News

The Entrepreneurial Venture

going to have some very disappointed customers on Valentine's Day, so we decided to offer the best customer service ever. We called every single customer and explained that our... View Details

Publications