Total Customer Value - Publications - Faculty & Research

01 Oct 1997
News

Theory & Practice

analyses of competitive interaction to explore the uses and limits of game theory as a tool for students of business strategy. As a basis for research as well as a source of teaching materials, Ghemawat focuses on individual cases. He pairs each with a View Details

01 Apr 1998
News

Short Takes

development cycles and can't respond in mid-project to changing customer needs. But there's a solution to this dilemma, according to HBS assistant professor Stefan H. Thomke and Donald G. Reinertsen (MBA '79) of Reinertsen & Associates in... View Details

Keywords: Garry Emmons and Caroline Chauncey

13 Jan 2020
Blog Post

Blending my Tech and Managerial Mindsets

and attach a more business-oriented perspective to the challenge: from added customer value to pricing, marketing, and so on. It's always a shame to see brilliant organizations where the technology team and... View Details

26 May 2009
Research & Ideas

Improving Market Research in a Recession

supplier aggressively explore synergies across its various component agencies as well as eliminate research redundancies. Value experience and judgment. CMOs should tap the knowledge and intuitions of managers and researchers who've lived... View Details

Keywords: by John Quelch

20 Mar 2018
First Look

First Look at New Research and Ideas, March 20, 2018

just for African-Americans and women; they’re essential for any manager who recognizes that an organization’s diversity is its strength. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=54215 The Customer May Not Always... View Details

Keywords: Sean Silverthorne

05 Dec 2019
Blog Post

Addressing Unmet Needs in Health Care Using an MBA

firsthand (my mother has 2 J&J knees) the difference total knee replacement makes in lives of patients. That is a great source of motivation. What were some of the most helpful resources you tapped into while you were an MBA? The... View Details

07 Jul 2015
Blog Post

From Teach for America – to HBS – and Back Again

lose that. Third, HBS has a strong social enterprise culture and they value those of us that use our MBAs in the public/non-profit sectors. What is your favorite HBS memory? For me, my most vivid memory happened before I even set foot on... View Details

Web

Strategy Execution - Course Catalog

and more than half of the companies on the S&P 500 in 2000 no longer exist. Many of these firms had sound strategies but were unable to execute them effectively. With disruptive technologies, increasing global competition, changing View Details

01 Mar 2008
News

HBS Records an “Excellent” Year

Publishing (HBSP) together contributed more than half of the School’s revenue growth. Executive Education revenue increased by $10 million, reflecting a positive market response to the newly launched Comprehensive Leadership Programs and expanded offerings in View Details

Keywords: Business Schools & Computer & Management Training; Educational Services

Profile

Mike Maples Jr.

will focus less on layers of management hierarchy and coordination and more on creating networks of access where customers as well as loosely-connected providers of their labor are a key part of the network. “So you won’t need the... View Details

31 Jul 2012
First Look

First Look: July 31

large due to either product characteristics or the distance between exporter and importer. Finally, we find that in countries with well-developed finance, total exports and the allocation of exports across importers are more sensitive to... View Details

Keywords: Carmen Nobel

13 Nov 2007
Research & Ideas

Six Steps for Reinvigorating America

that unite us and then show those values to the world. By the way, this is in the interest of major corporations and businesspeople, because when there's a positive aura about America, it makes it easier for them to get in the door with... View Details

Keywords: by Sean Silverthorne

Web

Deals - Course Catalog

HBS Course Catalog Deals Course Number 2267 Professor Guhan Subramanian Spring; Q3Q4; 3.0 credits Deals meets on the X schedule from 1:30 - 3:30 PM, with a total of 24 class sessions in the spring. In order to avoid scheduling conflicts,... View Details

22 Feb 2011
Research & Ideas

Most Popular Articles, Papers of the Decade

much better. In this article, professor and Balanced Scorecard guru Robert S. Kaplan introduces BSC Customer Profitability Metrics. From Balanced Scorecard Report. Marketing Your Way Through a Recession Published: March 3, 2008 In a... View Details

Keywords: by Sean Silverthorne

13 Mar 2018
First Look

March 13, 2018

of firm-level total factor productivity (TFP), sales and cash-flow, higher probabilities to engage in R&D, and export. We find no significant effects for firms from industrialized economies and negative effects for firms in other... View Details

Keywords: Sean Silverthorne

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

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

01 Jun 2024
News

Decoding the Promise and Perils of Generative AI

ChatGPT burst into the public consciousness on November 30, 2022. Within two months, the generative artificial intelligence (GenAI) software, which leverages a large language model (LLM) to produce human-like, text-based conversations, had reached an estimated 100... View Details

Keywords: April White

01 Sep 2008
News

The MBA Turns 100

degree’s relevance, asserting that programs have drifted too far into theory that has relatively little use in practice. And they fault business schools for turning out graduates fixated on shareholder value at the expense of all else.... View Details

Keywords: Roger Thompson; Colleges, Universities, and Professional Schools; Educational Services

02 Nov 2016
What Do You Think?

Are Employees Becoming Job 'Renters' Instead of 'Owners'?

“It may not be possible for every employee (to) value the company as if it were his own. The next best thing is to make the customer the focus of everyone’s work. When customer... View Details

Keywords: by James Heskett

Publications