Publications

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June 2005 (Revised March 2017)
Teaching Note

Siebel Systems: Organizing for the Customer

By: Robert Simons

Teaching Note to (103-014). The Siebel Systems case describes the unusual accountability and organizing choices made by managers of a successful, rapidly growing software development company. The case is set in 2002, but details the critical decisions made by founder... View Details

Keywords: Management Control Systems; Execution; Organization Design; Structure; Job Design; Diagnostic Control Systems; Customers; Strategy; Organizational Design

2008
Chapter

Models of Customer Value

By: Sunil Gupta and Donald R. Lehmann

Keywords: Customer Value and Value Chain

05 Mar 2019
News

Make Customers Happier with Operational Transparency

01 Mar 2004
What Do You Think?

Are Customer Loyalty Initiatives Worth the Investment?

Summing Up This month's column presented two views of the importance of customer loyalty management, one challenging its feasibility and long-term impact (Michael Treacy, Double Digit Growth) and one concluding that it is one of the most... View Details

Keywords: by James Heskett

November 2011
Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Spreadsheet Supplement (Brief Case)

Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity

July 2021 (Revised October 2021)
Case

Allianz Customer Centricity: Is Simplicity the Way Forward?

By: Eva Ascarza and Emilie Billaud

This case explores the tradeoffs between product personalization and simplicity as companies grow. The case presents an opportunity to understand whether and how each of these approaches enables and/or limits companies’ abilities to provide customer satisfaction while... View Details

Keywords: Simplicity; Customer Focus and Relationships; Customization and Personalization; Customer Satisfaction; Performance Efficiency; Strategy; Insurance Industry; Europe; Germany

2010
Simulation

Marketing Simulation: Managing Segments and Customers

By: Das Narayandas

In this single-player simulation, students assume the position of CEO of a medical motor manufacturer and are tasked with executing a successful business-to-business marketing strategy over a period of twelve fiscal quarters. Students determine all aspects of the... View Details

Keywords: Marketing Strategy; Salesforce Management; Distribution Channels; Price; Product Positioning; Customer Relationship Management; Profit; Revenue; Cost vs Benefits; Policy; Manufacturing Industry

November 2006
Article

Modeling Customer Lifetime Value

By: Sunil Gupta, Dominique Hanssens, Bruce Hardie, Wiliam Kahn, V. Kumar, Nathaniel Lin, Nalini Ravishanker and S. Sriram

Keywords: Customers; Value

March 2024
Supplement

Managing Customers for Growth

By: Eva Ascarza

Fall 2020
Article

Competing on Customer Outcomes

By: Marco Bertini and Oded Koenigsberg

Dec 18 2018
Interview

Transforming Customer Experiences Webinar

November 2011
Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Faculty Spreadsheet (Brief Case)

Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity

02 Sep 2011
News

Do Customers Hate Waiting?

April 1995 (Revised April 1995)
Case

Pillsbury: Customer Driven Reengineering

By: Robert S. Kaplan

Pillsbury is transforming itself from an integrated producer of flour and bakery products to a value-added supplier of premium branded products. After initial successes applying activity-based costing to manufacturing operations, two senior executives decide to... View Details

Keywords: Organizational Change and Adaptation; Production; Cost Management; Activity Based Costing and Management; Customer Value and Value Chain; Food and Beverage Industry

September 2010 (Revised August 2013)
Case

Liza Davis and the Bargain Hunting Customer

By: Francisco de Asis Martinez-Jerez and Lisa Brem

Liza Davis, an upscale women's fashion retailer, is reeling from worldwide recession and lower demand. Should the company target the fast-growing bargain hunter segment or hold the line on price discounts to preserve their brand image? Customer profitability... View Details

Keywords: Competitive Strategy; Price; Product Positioning; Customer Value and Value Chain; Business Cycles; Financial Crisis; Profit; Knowledge Use and Leverage; Fashion Industry; Retail Industry

31 Oct 2013
News

The Secret Magic Behind Netflix Customer Service

01 Sep 2008
News

Stanford Lets Students Customize

Analytical Thinking. Students also get one-on-one advice from senior faculty who help them customize a plan of study. Customization is a cornerstone of the new program, which permits students to tailor their... View Details

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

March 2020
Case

ZEISS Group: Organize by Customer Culture?

By: Willy C. Shih

How should ZEISS, the German manufacturer of precision optical and optoelectronic systems manage two historic businesses that operated fairly autonomously? The Industrial Quality Solutions (IQS) business sold measurement equipment to manufacturing companies in sectors... View Details

Keywords: Organizational Structure; Organizational Culture; Manufacturing Industry; Europe; Germany