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Show Results For
- All HBS Web
(10,888)
- People (21)
- News (2,378)
- Research (6,752)
- Events (53)
- Multimedia (111)
- Faculty Publications (4,628)
- 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.
- April 2015 (Revised June 2015)
- Supplement
Haier: Zero Distance to the Customer (C)
By: Dennis Campbell, Marshall Meyer and Shelley Xin Li
Campbell, Dennis, Marshall Meyer, and Shelley Xin Li. "Haier: Zero Distance to the Customer (C)." Harvard Business School Supplement 115-057, April 2015. (Revised June 2015.)
- 11 Nov 2013
- News
A Smarter Way to Reduce Customer Churn
- Program
Transforming Customer Experiences
approach to service design, execution, and transformation, this customer experience management program prepares you to create an exceptional service culture that supports... View Details
- January 2024 (Revised February 2024)
- Exercise
Travelogo: Understanding Customer Journeys
By: Eva Ascarza, Nicolas Padilla and Oded Netzer
In late May 2023, Sarah Merino, the newly appointed manager of the Customer Insights group at Travelogo—an online travel booking platform—initiates a comprehensive analysis of clickstream data to understand the varied behaviors and needs of their users. In preparation... View Details
Keywords: Customer Relationship Management; Analysis; Analytics and Data Science; Marketing Strategy; Segmentation; Consumer Behavior; Travel Industry; United States
Ascarza, Eva, Nicolas Padilla, and Oded Netzer. "Travelogo: Understanding Customer Journeys." Harvard Business School Exercise 524-044, January 2024. (Revised February 2024.)
- June 2016
- Article
Corporate Governance and Executive Compensation for Corporate Social Responsibility
By: Bryan Hong, Zhichuan (Frank) Li and Dylan B. Minor
We link the corporate governance literature in financial economics to the agency cost perspective of corporate social responsibility (CSR) to derive theoretical predictions about the relationship between corporate governance and the existence of executive compensation... View Details
Keywords: Corporate Social Responsibility; Incentives For CSR; Non-financial Performance Measures; Agency Costs; Board Independence; Institutional Holdings; Managerial Power; Motivation and Incentives; Corporate Social Responsibility and Impact; Executive Compensation; Corporate Governance
Hong, Bryan, Zhichuan (Frank) Li, and Dylan B. Minor. "Corporate Governance and Executive Compensation for Corporate Social Responsibility." Journal of Business Ethics 136, no. 1 (June 2016): 199–213.
- July 1998 (Revised October 2004)
- Case
Custom Research Inc. (A)
By: William J. Bruns Jr. and Susan Harmeling
Custom Research is considering terminating service to many clients to eliminate unprofitable work and concentrate on the more profitable client projects. View Details
Bruns, William J., Jr., and Susan Harmeling. "Custom Research Inc. (A)." Harvard Business School Case 199-001, July 1998. (Revised October 2004.)
- December 2021
- Article
Employee Responses to Compensation Changes: Evidence from a Sales Firm
By: Jason Sandvik, Richard Saouma, Nathan Seegert and Christopher Stanton
What are the long-term consequences of compensation changes? Using data from an inbound sales call center, we study employee responses to a compensation change that ultimately reduced take-home pay by 7% for the average affected worker. The change caused a significant... View Details
Keywords: Employees; Wages; Compensation and Benefits; Change; Performance; Resignation and Termination; Retention; Analysis
Sandvik, Jason, Richard Saouma, Nathan Seegert, and Christopher Stanton. "Employee Responses to Compensation Changes: Evidence from a Sales Firm." Management Science 67, no. 12 (December 2021): 7687–7707.
- 19 Feb 2014
- News
Choosing the Right Customer
- 11 Aug 2020
- News
Your Customers Have Changed. Here's How To Engage Them Again.
- April 2009 (Revised July 2009)
- Module Note
Delivering Personally on Responsibility
How can individuals equip themselves to exercise leadership in the face of moral adversity? This six-session module aims to prepare students to meet moral responsibility when it is simultaneously most essential and most difficult. Moral adversity refers to situations... View Details
Margolis, Joshua D. "Delivering Personally on Responsibility." Harvard Business School Module Note 409-093, April 2009. (Revised July 2009.)
- April 2015 (Revised June 2015)
- Supplement
Haier: Zero Distance to the Customer (B)
By: Dennis Campbell, Marshall Meyer and Shelley Xin Li
Campbell, Dennis, Marshall Meyer, and Shelley Xin Li. "Haier: Zero Distance to the Customer (B)." Harvard Business School Supplement 115-056, April 2015. (Revised June 2015.)
- October 2011
- Article
Under Threat: Responses to and the Consequences of Threats to Individuals' Identities
I review and reconceptualize identity threat, defining it as an experience appraised as indicating potential harm to the value, meanings, or enactment of an identity. I also develop a theoretical model and propositions that generate insights into how individuals... View Details
Petriglieri, Jennifer L. "Under Threat: Responses to and the Consequences of Threats to Individuals' Identities." Academy of Management Review 36, no. 4 (October 2011).
- May 2019 (Revised June 2019)
- Background Note
Responsibilities in the Supply Chain
By: Nien-hê Hsieh
Companies are increasingly called upon to take responsibility for what occurs in their supply chains. One particular area of debate is a company’s responsibility for working conditions in supplier factories. This note provides a framework for managers to grapple with... View Details
Keywords: Supply Chain; Corporate Social Responsibility and Impact; Working Conditions; Safety; Corporate Accountability
Hsieh, Nien-hê. "Responsibilities in the Supply Chain." Harvard Business School Background Note 319-114, May 2019. (Revised June 2019.)
- April 2015 (Revised June 2015)
- Case
Haier: Zero Distance to the Customer (A)
By: Dennis Campbell, Marshall Meyer, Shelley Xin Li and Kristin Stack
Campbell, Dennis, Marshall Meyer, Shelley Xin Li, and Kristin Stack. "Haier: Zero Distance to the Customer (A)." Harvard Business School Case 115-006, April 2015. (Revised June 2015.)
- September 2003 (Revised June 2006)
- Case
"American Challenge, The:" Europe's Response to American Business
By: Geoffrey G. Jones and Meghan Gallagher-Kernstine
Examines the tensions multinationals cause by focusing on Europe's reaction to the growing U.S. multinational investment in the 20th century. Initially, Europeans rarely felt threatened by U.S. investments, however, tensions grew over time. After the Second World War,... View Details
Keywords: Management Practices and Processes; Investment; Cross-Cultural and Cross-Border Issues; United States; Europe
Jones, Geoffrey G., and Meghan Gallagher-Kernstine. "American Challenge, The:" Europe's Response to American Business. Harvard Business School Case 804-057, September 2003. (Revised June 2006.)
- December 1992 (Revised June 1993)
- Case
ACTC Customer Service Department
Focuses on the young general manager of a new cable TV system and on its customer service department. Jeanne LaFrance, the general manager, has an uneasy feeling about the way in which the department is being managed. She sees symptoms of what she suspects are serious... View Details
Keywords: Management; Problems and Challenges; Planning; Customer Focus and Relationships; Performance Evaluation; Telecommunications Industry
Roberts, Michael J. "ACTC Customer Service Department." Harvard Business School Case 393-056, December 1992. (Revised June 1993.)
- 22 Apr 2014
- News
Business has a responsibility to solve social problems
Robert Goodwin (GMP 3, 2007), CEO of Executives Without Borders, talks about how the business community has a responsibility to help solve major social challenges. (Published April 2014) View Details
- 01 Mar 2009
- News
Local Customs
of opening fifty ‘microfactories’ around the globe, each building 2,000 units a year of cars customized to fit different regions’ local tastes,” the Boston Herald reported (December 15, 2008). Invoking the... View Details
- 2012
- Report
Starting Prices and Consumer Sensitivity to Customization
By: Marco Bertini and Luc Wathieu