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Show Results For
- All HBS Web
(13,231)
- People (50)
- News (3,117)
- Research (6,896)
- Events (26)
- Multimedia (167)
- Faculty Publications (4,802)
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- 2008
- Book
Finding Your True North: A Personal Guide
By: Bill George, Andrew McLean and Nick Craig
Based on Bill George's bestselling book True North, this personal guide offers leaders a comprehensive method for identifying their unique “True North.” The book offers methods for personal reflection and includes targeted exercises that help leaders hone in on the... View Details
Keywords: Values and Beliefs; Leadership; Personal Development and Career; Motivation and Incentives; Personal Characteristics
George, Bill, Andrew McLean, and Nick Craig. Finding Your True North: A Personal Guide. San Francisco: Jossey-Bass, 2008.
- February 2009
- Case
HP: The Computer is Personal Again
By: Rajiv Lal and Cathy Ross
In September 2008, Todd Bradley, executive vice president of Hewlett-Packard Company's Personal Systems Group (PSG), gathered his thoughts before a meeting with his top executives and managers for product design and marketing. On the agenda was a discussion of... View Details
Lal, Rajiv, and Cathy Ross. "HP: The Computer is Personal Again." Harvard Business School Case 509-010, February 2009.
- November 2011 (Revised August 2012)
- Background Note
Customer Visits for Entrepreneurs
Provides practical guidelines for conducting customer visits to explore and validate demand for an entrepreneurial offering. Reviews conditions under which visits will yield superior insights, compared to other research methods. Describes criteria for selecting visit... View Details
Cespedes, Frank V. "Customer Visits for Entrepreneurs." Harvard Business School Background Note 812-098, November 2011. (Revised August 2012.)
- October 1994 (Revised March 1995)
- Case
Monitor Company: Personal Leadership on Diversity
Several members of a consulting firm work to develop ways to build and nurture a more diverse work environment while reflecting on personal experiences that help them to become leaders in issues of diversity. View Details
Gentile, Mary C., and Sarah Gant. "Monitor Company: Personal Leadership on Diversity." Harvard Business School Case 395-049, October 1994. (Revised March 1995.)
- September 1996 (Revised March 1999)
- Background Note
Sustaining Superior Profits: Customer and Supplier Relationships
Explains relationships between asset specificity, holdup, and vertical integration. In particular, it emphasizes solutions to the holdup problem through vertical integration and contracting. View Details
McGahan, Anita M. "Sustaining Superior Profits: Customer and Supplier Relationships." Harvard Business School Background Note 797-045, September 1996. (Revised March 1999.)
- 20 Sep 2007
- Research & Ideas
How to be a Customer
Harvard Business School professor John Quelch writes a blog on marketing issues, called Marketing Know: How, for Harvard Business Online. It is reprinted on HBS Working Knowledge.99 percent of marketing focuses on how to sell to customers. Very little attention is paid... View Details
Keywords: by John Quelch
- April 15, 2019
- Article
Why Anxious Customers Prefer Human Customer Service
By: Michelle A. Shell and Ryan W. Buell
Shell, Michelle A., and Ryan W. Buell. "Why Anxious Customers Prefer Human Customer Service." Harvard Business Review (website) (April 15, 2019).
- February 2016 (Revised December 2016)
- Case
IMAX: Scaling Personalized Learning in India
By: John Jong-Hyun Kim, Michael Chu and Rachna Tahilyani
IMAX is a provider of comprehensive testing and personalized content across mid-range and low-cost private K-10 schools in India. It aims to improve learning outcomes by providing schools with an integrated product suite including textbooks, workbooks, assessments,... View Details
Keywords: Curriculum and Courses; Learning; Acquisition; Business Strategy; Growth and Development Strategy; Education Industry; India
Kim, John Jong-Hyun, Michael Chu, and Rachna Tahilyani. "IMAX: Scaling Personalized Learning in India." Harvard Business School Case 316-108, February 2016. (Revised December 2016.)
- 1994
- Chapter
Customer Transaction Databases: Present Status and Prospects
By: J. A. Deighton, Don Peppers and Martha Rogers
Deighton, J. A., Don Peppers, and Martha Rogers. "Customer Transaction Databases: Present Status and Prospects." In The Marketing Information Revolution, edited by Robert C. Blattberg, Rashi Glazer, and John Little. Cambridge: Marketing Science Institute, 1994.
- April 1999 (Revised September 2001)
- Case
Penelope's Personal Pocket Phones
By: Paul A. Gompers
Provides students with an opportunity to use simple real options analysis to value a startup. Penelope Phillips is deciding whether to start a company to make wireless phones. Students get experience using traditional discounted cash flow valuation and a real options... View Details
Keywords: Valuation; Entrepreneurship; Business Startups; Mobile and Wireless Technology; Capital Budgeting; Corporate Finance; Manufacturing Industry; Electronics Industry
Gompers, Paul A. "Penelope's Personal Pocket Phones." Harvard Business School Case 299-004, April 1999. (Revised September 2001.)
- February 2013 (Revised March 2013)
- Case
Agero: Enhancing Capabilities for Customers
By: Robert Simons and Natalie Kindred
This case illustrates the importance of choosing a primary customer as the basis for organization design. Cross Country Group managers adjusted resource allocation, organization design and performance measures over time to transform Cross Country Group from an... View Details
Keywords: Entrepreneurial Management; Entrepreneurial Gap; Entrepreneurship; Auto Industry; Insurance; Performance Management; Performance Measurement; Performance Measures; Performance Pressure; Decisions; Family Business; Resource Allocation; Organizational Design; Customer Focus and Relationships; Performance Evaluation; Growth and Development Strategy; Service Industry
Simons, Robert, and Natalie Kindred. "Agero: Enhancing Capabilities for Customers." Harvard Business School Case 113-001, February 2013. (Revised March 2013.)
- 21 Oct 2002
- Research & Ideas
The Parable of the Bungled Baggage And the Unhappy Customer
said, "Would Professor Sasser meet the special service agent?"... I was feeling a little uncomfortable because I was going to talk about customer service and customer... View Details
Keywords: by W. Earl Sasser
- August 2013
- Case
Tyra Banks: Personal Branding
By: Rohit Deshpandé
Deshpandé, Rohit. "Tyra Banks: Personal Branding." Harvard Business School Multimedia/Video Case 513-703, August 2013.
- June 2014 (Revised March 2017)
- Teaching Note
Agero: Enhancing Capabilities for Customers
By: Robert Simons and Natalie Kindred
This is the teaching note for Agero: Enhancing Capabilities for Customers (HBS No. 113-001) View Details
- June 2013
- Teaching Note
Bancaja: Developing Customer Intelligence (A) and (B)
By: F. Asis Martinez-Jerez
- 04 Mar 2002
- Research & Ideas
Don’t Lose Money With Customers
companies knowingly persist in money-losing customer relationships. Why such inconsistent behavior? HBS associate professor Narakesari ("Das") Narayandas has been investigating the various stances that companies, deliberately... View Details
Keywords: by Peter K. Jacobs
- April 2022
- Article
National Customer Orientation: A Framework, Propositions and Agenda for Future Research
By: Ofer Mintz, Imran S. Currim and Rohit Deshpandé
Purpose: This paper aims to propose a new country-level construct, national customer orientation, to provide a benchmark for global headquartered managers’ decisions and scholars investigating cross-national research.
Design/methodology/approach: A conceptual... View Details
Design/methodology/approach: A conceptual... View Details
Keywords: International Marketing; Macro-marketing; Marketing; Financial Crisis; Customer Focus and Relationships; Economic Growth; Economic Slowdown and Stagnation
Mintz, Ofer, Imran S. Currim, and Rohit Deshpandé. "National Customer Orientation: A Framework, Propositions and Agenda for Future Research." European Journal of Marketing 56, no. 4 (April 2022): 1014–1041.
- February 2007 (Revised May 2008)
- Supplement
Bancaja: Developing Customer Intelligence (B)
In 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it... View Details
Keywords: Customer Relationship Management; Credit Cards; Analytics and Data Science; Knowledge Use and Leverage; Marketing Strategy; Banking Industry; Spain
Martinez-Jerez, Francisco de Asis, and Katherine Miller. "Bancaja: Developing Customer Intelligence (B)." Harvard Business School Supplement 107-066, February 2007. (Revised May 2008.)