Total Customer Value - Publications - Faculty & Research

01 Sep 2016
Blog Post

Reflecting on the HKS/HBS Joint Degree Program

public and private sectors. I chose to pursue this joint degree because I hope to one day work for the government of Mexico, spearheading programs that create more competitive manufacturing and financial sectors in my home country. As a student interested in... View Details

16 Sep 2015
News

Rethink pricing to create shared—and expanded—value

John T. Gourville, the Albert J. Weatherhead Jr. Professor of Business Administration, advocates that value be shared by a firm and its customers. “Without a willing customer, there is no value,” he says. “When companies view View Details

09 Mar 2020
Research & Ideas

Warring Algorithms Could Be Driving Up Consumer Prices

to all personal care products sold online by the five firms implies that customers spent an additional $300 million annually as a result of pricing algorithms, out of a total of about $6 billion in... View Details

Keywords: by Kristen Senz; Retail

01 Sep 2015
News

Ink

to create value.” Remixes can include M&As, partnerships, alliances, cross-industry joint ventures, and consortia, but whatever the form, Gomes-Casseres argues that success requires the same three things: The total View Details

25 Aug 2003
Research & Ideas

Should You Sell Your Digital Privacy?

but at the cost of completely denying the customers the value of their identity. Q: What are top issues companies need to consider when creating privacy relationships with customers? A: It's not about... View Details

Keywords: by Manda Salls & Sean Silverthorne; Advertising

01 Apr 1998
News

Emerging Information

"a huge chicken-and-egg game" between signing up data suppliers and finding customers willing to pay for the data. But Mueller's perseverance has paid off. Mueller attributes much of Internet Securities' success to learning what View Details

Keywords: Paul Michelman

02 Jul 2001
What Do You Think?

Built to Last or Bought to Sell?

destruction" research. As Devdip Ganguli put it: "The sphere of influence of companies goes beyond themselves and their investors: their decisions encompass social and environmental consequences too. Therefore to say that the ultimate measure of performance... View Details

Keywords: by James Heskett

01 Sep 2015
News

Case Study: Golden Ticket

other gate-related event services. The company—which formed in late 2014 in a merger of a ticket-selling operation and a youth sports–focused custom commemoratives business—currently works with about two dozen schools in California, has... View Details

09 Jul 2018
Research & Ideas

Overcoming the Challenges of Selling Brand New Technology (Hey, Need a 3-D Printer?)

SeventyFour Few phrases in business are more seductive than the one attributed to Ralph Waldo Emerson in the 19th century: “Build a better mousetrap and the world will beat a path to your door.” Unless, of course, what you are selling is something View Details

Keywords: by Michael Blanding; Technology; Consumer Products; Electronics; Industrial Products; Information Technology; Manufacturing; Medical Devices & Supplies; Retail

27 Jun 2005
Research & Ideas

The Potential Downside of Win-Win

creation. What's often overlooked is the fact that such value creation also creates losers—the customers forced to pay the resulting industrywide high prices. Of course, companies are entitled to charge... View Details

Keywords: by Max H. Bazerman

27 Apr 2021
Blog Post

There Are No HBS People, Just People Who Happen to Go to HBS

I came. I interned two more summers, and I just knew I’d work there full-time. However, my second summer I brushed shoulders with P&G’s brand team and started to realize I enjoyed customer clinics much more. I wanted more influence on... View Details

29 Oct 2000
Research & Ideas

The Entrepreneurial Venture: A Conversation

entrepreneurship but also in the dynamics of the free-enterprise system itself. In 1975, venture funding in the United States totaled about $50 million. Today, it is somewhere between $50 and $100 billion. What triggered this explosive... View Details

Keywords: by Susan Young

Web

Articles - Institute For Strategy And Competitiveness

in attempts to cut costs, uncovering multiple opportunities to improve processes in ways that lower total costs and deliver better care. Publications Delivering Higher Value Care Means Spending More Time... View Details

Web

IT Strategy: Empowering the Future of Generative AI Innovation at HBS | Information Technology

analyzing data and summarizing meeting notes. A series of trainings developed on GenAI topics also became popular, with 45 trainings delivered to a total of 718 attendees in FY24, and another 89 trainings to a View Details

November 2022
Case

The Battle Among Channels for Marketing Pharmaceuticals: UpScript, Pharmacy Benefit Managers, and Direct-to-Consumer Sales

By: Regina E. Herzlinger and Tiffany Farrell

Can an online, direct-to-consumer pharmacy both improve the quality and speed of care for patients who need branded drugs and stabilize profits for pharmaceutical manufacturers? UpScript, after years spent achieving legal and regulatory compliance and simultaneous... View Details

Keywords: DTC; Internet and the Web; Marketing Channels; Customer Value and Value Chain; Governing Rules, Regulations, and Reforms; Competitive Strategy; Service Delivery; Growth and Development Strategy; Pharmaceutical Industry; Health Industry; Retail Industry

Citation

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01 Dec 2018
News

Case Study: Your Data, Your Health

during a Blavatnik Fellowship in Life Science Entrepreneurship at HBS. The startup employs a system for collecting reproductive cell samples from a tampon, which the customer sends to the lab for genomic analysis. The lab then provides... View Details

Keywords: Jen McFarland Flint

10 Jul 2000
Research & Ideas

Cable TV: From Community Antennas to Wired Cities

United States, by 1975, the 50 largest multiple systems operators (MSOs) served 72 percent of the industry's total subscribers. 21 Of the 7.1 million subscribers in systems operated by the top 50 MSOs, 25.7 percent were View Details

Keywords: by Thomas R. Eisenmann; Media & Broadcasting; Consumer Products; Entertainment & Recreation

01 Oct 1996
News

New Releases

Leading Change by John P. Kotter (Harvard Business School Press) Total quality management, reengineering, rightsizing, and restructuring -- innovations intended to make companies more competitive -- routinely fall short, says HBS... View Details

01 Dec 2010
News

Record Gift to HBS from India’s Tata Group

organization respected in India for 140 years. The Tata Group has always been known for its adherence to strong values and business ethics and revered for its significant economic, civic, and philanthropic impact. It is widely respected... View Details

Keywords: Tata Hall

August 1999 (Revised January 2002)
Case

Brita Products Company, The

By: John A. Deighton

Clorox's Brita skillfully exploits a tide of water safety concerns, growing a home water (filtration) business from inception to a 15% U.S. household penetration in ten years. The dilemma in the case arises as the period of increasing returns seems to be drawing to a... View Details