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Show Results For
- All HBS Web
(2,547)
- News (510)
- Research (1,743)
- Events (11)
- Multimedia (2)
- Faculty Publications (804)
- 10 Apr 2014
- Research & Ideas
Book Excerpt--‘Accelerate: Building Strategic Agility for a Faster-Moving World’
supports the opposite conclusion. As long as the world is not changing much, the competition is not too fierce, and the strategic challenges are limited, you can survive with this reality. Performance measures may look very good. But: A... View Details
Keywords: Re: John P. Kotter
- 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
- October 2007
- Article
Grist: A Strategic Approach to Climate
By: Michael E. Porter and Forest Reinhardt
Climate change will affect everything businesses do, as government efforts to mitigate carbon emissions cause their prices to rise steeply. This special edition of Forethought takes a hard-nosed look at the risks and opportunities of climate change. Michael E. Porter... View Details
Keywords: Customer Value and Value Chain; Governing Rules, Regulations, and Reforms; Leadership; Logistics; Corporate Social Responsibility and Impact; Performance Improvement; Climate Change; Competitive Advantage; Corporate Strategy
Porter, Michael E., and Forest Reinhardt. "Grist: A Strategic Approach to Climate." Forethought. Harvard Business Review 85, no. 10 (October 2007): 22–26.
- 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
- 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
- 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.
- 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
- 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
- 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
- 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.)
- 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
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use 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
- 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
- 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
- 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
- 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
- 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).
- 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
- August 2019
- Case
The United States and Russia: Gas Rivals in Europe?
By: Rawi Abdelal, Galit Goldstein and Paul Apostolicas
Though the shale revolution transformed the U.S. into the largest producer of petroleum products, it was unclear how much success American exporters would find selling liquefied natural gas on the European energy market. Gazprom, the state-controlled Russian energy... View Details
Keywords: Gas Pipelines; Natural Gas; LNG; Strategic Analysis; Strategic Behavior; Energy Markets; Entrepreneurial Financing; Entrepreneurial Risk; Entrepreneurial Ventures; Entrepreneurial Selling; Energy; Energy Sources; Entrepreneurship; Market Entry and Exit; Marketing Strategy; Price; Energy Industry; Russia; United States; Europe; European Union
Abdelal, Rawi, Galit Goldstein, and Paul Apostolicas. "The United States and Russia: Gas Rivals in Europe?" Harvard Business School Case 720-006, August 2019.
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
because sales tasks are determined by a firm’s business strategy and its choices about which customers to focus on. In turn, selling behaviors are affected by your control systems and culture as well as whom... View Details
Keywords: by Kristen Senz