Total Customer Value - Publications - Faculty & Research

Profile

Adam Kanner

the marketplace, balancing supply and demand. You don’t want to acquire customers unless you have products to offer them. So building an effective marketplace is key. How are you making that happen? Through View Details

12 Oct 1999
Research & Ideas

Confronting the Challenges that Face Bricks-and-Mortar Stores

technologies and conclude that they represent the future of retailing. However, that conclusion would be wrong. Technology is just a platform for change. How we use the technology to create value for View Details

Keywords: by Raymond Burke; Retail

22 Feb 2010
Op-Ed

Tragedy at Toyota: How Not to Lead in Crisis

mid-1980s, Johnson & Johnson CEO Jim Burke understood his company credo challenged him to put the needs of customers first. Although J&J was not responsible for these problems, Burke nevertheless recalled every Tylenol product... View Details

Keywords: by William George; Auto

05 Mar 2001
What Do You Think?

Fine Coupling: Can Human Resource Management Learn from Supply Chain Management?

can get beyond the initial negative reaction to what, for want of a better term, is the potential "commoditization" of people. As one respondent, Quan Quan, put it, "The preference will be decided by your own core values... View Details

Keywords: by James Heskett

17 Dec 2015
News

Conducting Research That Influences Practice

Tami Kim, a doctoral student at HBS, is conducting research into how the restaurant business could benefit from transparency—literally—by making it possible for chefs and diners to see one another. Her findings on employee and customer... View Details

Web

IT Strategy: Improving Service to Support Innovation | Information Technology

launching the Service Delivery Improvement Plan initiative, TSS, in partnership with the IT Service Delivery Team (ITSD), began to generate solutions that would greatly improve overall service delivery and customer satisfaction. Among the... View Details

Web

Business at the Base of the Pyramid - Course Catalog

this space? And when businesses generate strong financial returns, does it come at the expense of social impact --- can business play a significant role in addressing social issues? When is an enterprise generating high social value or... View Details

15 Sep 2003
Research & Ideas

The Lessons of New-Market Disruption

In the early 1990s, both Teradyne and Hewlett-Packard identified new technologies that had enormous potential to cause new-market disruptions. As with most disruptive innovations, these technologies offered to provide smaller and less expensive solutions for View Details

Keywords: by Clark Gilbert; Technology

Web

Designing Tech Ventures - Course Catalog

HBS Course Catalog Designing Tech Ventures Course Number 5240 Professor of Engineering Robert Howe Executive Fellow Tom Clay Fall; Q1Q2; 3.0 credits Course Description Launching a successful startup requires a business model that defines the venture’s View Details

01 Jun 2022
News

Case Study: Glass Half Full

Amazon and relying instead on Shopify as an online storefront and on ShipBob for fulfillment. Then came the cold shower of reality: Customer acquisition beyond Amazon can prove very expensive. He decided to offer Neutrall’s products there... View Details

Keywords: Jen McFarland Flint; Nonstore Retailers; Retail Trade

01 Sep 2008
News

Alumni Books

while witnessing the end of the studio system, the development of indepen-dent production, and the rise and fall of some of Hollywood’s most gifted (and notorious) cultural icons. Satisfied Customers Tell Three Friends, Angry View Details

Keywords: Publishing Industries (except Internet); Information; Management, Scientific, and Technical Consulting Services; Professional Services

28 Jul 2015
First Look

First Look: July 28, 2015

literature on disability insurance does not account for this intertemporal channel, it may underestimate the total work-disincentive effect of SSDI. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=49390 Working Papers... View Details

Keywords: Carmen Nobel

February 2010
Teaching Note

The Cleveland Clinic: Growth Strategy 2008 (TN)

By: Michael E. Porter, Elizabeth O. Teisberg, Jennifer F Baron and Carolyn Daly

Teaching Note for 709473. View Details

Keywords: Health Care and Treatment; Value; Restructuring; Groups and Teams; System; Transformation; Expansion; Integration; Alignment; Goals and Objectives; Leading Change; Customer Focus and Relationships; Health Industry; Cleveland; United States; Abu Dhabi; Canada

Citation

Purchase

15 Aug 2005
HBS Case

Classic Cases Live On at HBS

marketer, fundamental questions include how much of the customer value created can be extracted by the firm and how to justify the price that one sets for the customer. When students learn that a hammer pad... View Details

Keywords: by Garry Emmons

01 Mar 2005
News

Answering the Call

today as it was when this case was written,” comments Professor Das Narayandas, who has taught Cumberland in first-year Marketing. “For a marketer, fundamental questions include how much of the customer View Details

Keywords: Garry Emmons; Colleges, Universities, and Professional Schools; Educational Services

29 Jul 2002
Research & Ideas

Get Off the Dime!

the change inevitably hit this sturdy wall. Off To A Good Start Here is a second case with a completely different approach, based on a completely different set of assumptions. The Videotape of the Angry Customer From Tim Wallace One night... View Details

Keywords: by John P. Kotter & Dan S. Cohen

13 Dec 2011
First Look

First Look: Dec. 13

whether, when, and for which type of customer the introduction of a new channel helps and hurts sales in existing channels. Our framework separates short- and long-run effects by analyzing underlying channel capabilities. It suggests that... View Details

Keywords: Sean Silverthorne

04 Sep 2007
Research & Ideas

Jumpstarting Innovation: Using Disruption to Your Advantage

potential revolutionary shifts in customer behavior. Look for new business models and technologies that can radically transform product, market, and industry economics and power. Benchmark inside and outside your industry, remembering to... View Details

Keywords: by Lynda M. Applegate

30 Jan 2019
What Do You Think?

Who Will Measure up to These Two Remarkable Leaders?

People are hired to deliver empathy, a sense of humor, and total devotion to Customers (always capitalized at Southwest), something that has produced intense loyalty from flyers. These are elements of... View Details

Keywords: by James Heskett; Air Transportation; Financial Services

21 May 2013
First Look

First Look: May 21

knowledge spillovers. The strategic value of these agglomeration economies may vary by firm, depending upon the relative value of each economy, and upon firm and agglomeration economy traits. To better... View Details