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(2,548)
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Show Results For
- All HBS Web
(2,548)
- News (510)
- Research (1,744)
- Events (11)
- Multimedia (2)
- Faculty Publications (805)
- 2000
- Article
The Consequences of Customization on the Use of Management Accounting Systems
By: J. Bouwens and Margaret A. Abernethy
The understanding of the antecedent conditions influencing the design of management accounting systems (MASs) is very limited. In recent years, significant research attention has been devoted to understanding how different strategic priorities influence these systems.... View Details
Bouwens, J., and Margaret A. Abernethy. "The Consequences of Customization on the Use of Management Accounting Systems." Accounting, Organizations and Society 25, no. 3 (April 2000): 221–241.
- 2012
- Book
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
By: Frances Frei and Anne Morriss
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance—for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the... View Details
Frei, Frances, and Anne Morriss. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Cambridge: Harvard Business Review Press, 2012.
- 07 Apr 2020
- Research & Ideas
What Customers Need to Hear from You During the COVID Crisis
brands and/or brands that have managed to nurture strong consumer-brand relationships prior to the crisis. The cocooning behavior promoted by shelter-in-place orders may encourage a return to brands that were trusted childhood favorites... View Details
Keywords: by Jill Avery and Richard Edelman
- 2009
- Working Paper
Altruistic Dynamic Pricing with Customer Regret
By: Julio J. Rotemberg
A model is considered where firms internalize the regret costs that consumers experience when they see an unexpected price change. Regret costs are assumed to be increasing in the size of price changes and this can explain why the size of price increases is less... View Details
- 25 Jun 2019
- Research & Ideas
The Powerful Strategic Tool Companies Should Not Try to Control
World Nutella Day a cease-and-desist letter in 2013. The company backed down and eventually embraced this day of honor of its beloved product. Companies devote significant resources to holding focus groups and collecting customer... View Details
Keywords: by Danielle Kost
- 27 Sep 2010
- Research & Ideas
Customer Experts Lose Influence When Teams are Pressured
engage in collective behaviors that diminish their ability to do so. Sarah Jane Gilbert:What led you to study the effects of performance pressure on work teams? Heidi Gardner: I experienced similar team dynamics when I worked in a... View Details
Keywords: by Sarah Jane Gilbert
- 30 Mar 2003
- Research & Ideas
How Your Employees and Customers Drive a New Value Profit Chain
same. Allocating resources to retain the most profitable and to induce customer behaviors that lead to greater profitability is the key to survival. Typically, 20 percent of the View Details
Keywords: by Manda Mahoney
- 26 Jul 2006
- Research & Ideas
The Strategic Way to Go to Market
more vehicles than they can sell and—unable to make money from new cars—turn to service and trade-ins to eke out margins. And at the bottom of the chain are customers trapped in high-pressure negotiations for a car that isn't the exact... View Details
Keywords: by Sean Silverthorne
- TeachingInterests
Executive Education: Leading Growth through Customer Centricity — India
By: Rajiv Lal
Establishing a strategic advantage in India's highly competitive marketplace requires a systemic shift in focus—away from selling products and toward meeting the needs of customers. But how many companies are prepared to carry out such fundamental change? By... View Details
- Web
Making Strategic Trade-offs - Institute For Strategy And Competitiveness
They create the need for choice and protect against repositioners and straddlers. More about Strategic Positioning “The sign of a good strategy is that it makes some customers unhappy.” Michael Porter,... View Details
- 11 Nov 2013
- Research & Ideas
A Smarter Way to Reduce Customer Defections
Companies spend significant sums to acquire customers. Once hooked, marketers protect those investments by attempting to keep patrons happy, engaged, and most of all, loyal. Reducing customer attrition, or "churn" in marketing parlance,... View Details
- Web
Organizational Behavior Awards & Honors - Faculty & Research
Organizational Behavior Overview Faculty Curriculum Seminars & Conferences Awards & Honors Doctoral Students 2025 Linda A. Hill : Named to Inc. 2025 Female Founders 500 List. 2024 Summer R. Jackson : Runner-up for the 2024 Administrative... View Details
- Web
Managing Customers for Growth - Course Catalog
customer lifetime value (LTV), customer-base analysis, and cohort dynamics to inform strategic decision-making. 2. Leveraging Data for Customer Growth: The course explores how... View Details
- September 2018 (Revised August 2019)
- Case
The Progressive Corporation, 2018
By: John R. Wells and Benjamin Weinstock
In early 2019, The Progressive Corporation (Progressive), the USA’s third-largest auto insurance writer, reported earned premiums were up 20% in 2018 compared to the previous year, and net income was up 64%. Direct sales of personal auto policies rose 21%, while agent... View Details
Keywords: Insurance Companies; Strategic Analysis; Strategic Decisions; Customer Acquisition; Customer Experience; Customer Lifetime Value; Policy Implementation; Competitors; Auto Insurance; Vehicle; Progressive; Allstate; State Farm; GEICO; Implementation; Insurance; Customer Value and Value Chain; Growth Management; Competitive Strategy; Insurance Industry
Wells, John R., and Benjamin Weinstock. "The Progressive Corporation, 2019." Harvard Business School Case 719-413, September 2018. (Revised August 2019.)
- 01 Apr 2024
- In Practice
Navigating the Mood of Customers Weary of Price Hikes
outings, and becoming more strategic about their purchases. There's a renewed focus on investing in durable goods from reputable brands, seen as a long-term saving strategy despite the upfront cost. Slower rise, no return to pre-pandemic... View Details
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer DataUse It
on," says Harvard Business School marketing professor Gerald Zaltman. A more strategic approach to data mining can provide the foundation for that decision-making architecture. Below, advice on how to use information about the... View Details
Keywords: by Jean Ayers
- 24 Oct 2023
- Research & Ideas
When Tech Platforms Identify Black-Owned Businesses, White Customers Buy
Democratic-leaning areas. And new customers of Black-owned businesses were more likely to be white, based on an analysis of reviewers’ profile photos, relative to prior customers. Luca and his coauthors also worked with Wayfair to analyze... View Details
- 2024
- Article
Effects of a Real-Time Information-Based Intervention on Physician Prescribing Behavior
By: Olivia Zhao and Anna D Sinaiko
High out-of-pocket (OOP) prices for prescription drugs create financial difficulties for patients, and cost-related underuse of medications can adversely patient health. Simultaneously, many physicians report a willingness to address affordability concerns with... View Details
Keywords: Price; Health Care and Treatment; Communication Technology; Technology Adoption; Customer Focus and Relationships; Health Industry
Zhao, Olivia, and Anna D Sinaiko. "Effects of a Real-Time Information-Based Intervention on Physician Prescribing Behavior." Academy of Management Best Paper Proceedings 2024, no. 1 (2024).
- 26 Mar 2019
- Working Paper Summaries
Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact
- July 20, 2016
- Article
To Increase Sales, Get Customers to Commit a Little at a Time
By: Frank V. Cespedes and David Hoffeld
This article discusses what behavioral research does and does not tell us about factors that aid the "closing" of a sales call. View Details
Cespedes, Frank V., and David Hoffeld. "To Increase Sales, Get Customers to Commit a Little at a Time." Harvard Business Review (website) (July 20, 2016).