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- All HBS Web
(2,663)
- People (1)
- News (542)
- Research (1,781)
- Events (1)
- Multimedia (6)
- Faculty Publications (750)
- June 2016
- Teaching Note
HubSpot: Lower Churn through Greater CHI
By: Jill Avery, Asis Martinez Jerez and Thomas Steenburgh
HubSpot, a web marketing startup selling inbound marketing software to small- and medium-sized businesses, is under pressure from its venture capital partners to rapidly acquire new customers and to maintain a low level of customer churn. The B2B SaaS company is in the... View Details
- Web
Managing Customers for Growth - Course Catalog
assessing customer lifetime value (LTV), customer-base analysis, and cohort dynamics to inform strategic decision-making. 2. Leveraging Data for Customer Growth: The course... View Details
- September 2010
- Supplement
Compass Maritime Services, LLC: Valuing Ships (CW)
By: Benjamin C. Esty and Albert W. Sheen
Tom Roberts, a founding partner of Compass Maritime Services, a New Jersey-based shipping research and consulting firm, has been asked by a new potential customer in May 2008 for advice on purchasing a capesize bulk carrier. After identifying a suitable ship with his... View Details
- July 2020
- Article
Reframing Value in a Crisis
By: Frank V. Cespedes and David Hoffeld
Reframing is the process of moving buyers from their current perspective(s) to one that motivates a different response. The current crisis makes this capability more important than ever. View Details
Cespedes, Frank V., and David Hoffeld. "Reframing Value in a Crisis." Top Sales Magazine (July 2020).
- 08 Mar 2004
- Research & Ideas
Creating Value in Your Business Ecosystem
exercise a systemwide role despite being only a small part of their ecosystems' mass. Despite Microsoft's pervasive impact, for example, it remains only a small part of the computing ecosystem. Both its revenue and number of employees represent about 0.05 percent of... View Details
Keywords: by Marco Iansiti & Roy Levien
- 21 Jul 2003
- Research & Ideas
Don’t Get Buried in Customer Data—Use It
Future (Currency/Doubleday), focuses on share of customer: Using the insights about what makes your most loyal customers different to maximize the value of those relationships. By the end of the decade, many... View Details
Keywords: by Jean Ayers
- Teaching Interest
Overview
By: Rob Markey
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details
Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
- 18 Nov 2002
- Research & Ideas
Where Morals and Profits Meet: The Corporate Value Shift
Harvard Business School professor Lynn S. Paine's new book, Value Shift, argues that companies can't consider themselves amoral or apart from society anymore—that the relationship between companies and society at large necessitates... View Details
Keywords: by Carla Tishler
- 02 Feb 2015
- Research & Ideas
Disruptors Sell What Customers Want and Let Competitors Sell What They Don’t
find a way out, or a company will find a way out for them." A better strategy to follow is "rebalancing," which realigns a company's activities in such a way that value is claimed by the firm every time the firm creates it. Best Buy has... View Details
Keywords: by Michael Blanding
- September 2011
- Article
The Labor Illusion: How Operational Transparency Increases Perceived Value
By: Ryan W. Buell and Michael I. Norton
A ubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggests that the longer people wait, the less satisfied they become; we demonstrate that due to what we term the labor illusion, when... View Details
Keywords: Internet and the Web; Perception; Valuation; Service Delivery; Consumer Behavior; Performance Effectiveness; Customer Satisfaction; Service Industry
Buell, Ryan W., and Michael I. Norton. "The Labor Illusion: How Operational Transparency Increases Perceived Value." Management Science 57, no. 9 (September 2011): 1564–1579.
- 06 Dec 2016
- Working Paper Summaries
Assortment Rotation and the Value of Concealment
- 22 Feb 2021
- Book
Reaching Today's Omnichannel Customer Takes a New Sales Strategy
others will, and they don't have your best interests at heart. Contrary to conventional wisdom, moreover, value-pricing approaches are more available in many categories, as the examples in my book show. The issue is understanding the relevant unit of View Details
Keywords: by Kristen Senz
- Web
Online Transforming Customer Experiences Course | HBS Online
per week 4 modules Self-Paced This course earns you a Certificate of Completion from HBS Online. What you earn . Overview Syllabus Enrollment Stories FAQs Enroll Now Key Concepts Design a defined, service-driven value proposition... View Details
- Fall 2018
- Article
The Value of Fit Information in Online Retail: Evidence from a Randomized Field Experiment
By: Santiago Gallino and Antonio Moreno
Online channels generate frictions when selling products with nondigital attributes, such as apparel. Customers may be reluctant to purchase products they have not been able to try on, and those customers who do purchase may return products when they do not fit as... View Details
Keywords: Supply Chain Information; Fit Uncertainty; Online Retail; Randomized Field Experiment; Virtual Fitting Room; Digital Retail; Customization and Personalization; Internet and the Web; Value; Performance Improvement; Apparel and Accessories Industry; Retail Industry
Gallino, Santiago, and Antonio Moreno. "The Value of Fit Information in Online Retail: Evidence from a Randomized Field Experiment." Manufacturing & Service Operations Management 20, no. 4 (Fall 2018): 767–787.
- 01 Sep 2018
- News
The True Value of a Tweet
value of “likes.” The evidence often cited to support that is to look at people who have liked Starbucks, for example, compared with people who have not. The assumption is that people who have liked Starbucks spend more money there. The... View Details
Keywords: Jen McFarland Flint
- March 1995
- Case
Procter & Gamble: Improving Consumer Value Through Process Redesign
The evolution of Procter & Gamble's development of efficient consumer response (ECR) involved a series of trials, a resolve to distribute diapers on the basis of product movement, a conscious effort to move to a new means of distribution across all lines, a first cut... View Details
Keywords: Technology; Organizational Change and Adaptation; Customer Value and Value Chain; Consumer Products Industry
McKenney, James L., and Theodore H. Clark. "Procter & Gamble: Improving Consumer Value Through Process Redesign." Harvard Business School Case 195-126, March 1995.
- 13 Jan 2012
- Working Paper Summaries
The Impact of Modularity on Intellectual Property and Value Appropriation
Keywords: by Carliss Y. Baldwin & Joachim Henkel
- July–August 2013
- Article
Complementary Goods: Creating, Capturing, and Competing for Value
By: Taylan Yalcin, Elie Ofek, Oded Koenigsberg and Eyal Biyalogorsky
This paper studies the strategic interaction between firms producing strictly complementary products. With strict complements, a consumer derives positive utility only when both products are used together. We show that value-capture and value-creation problems arise... View Details
Yalcin, Taylan, Elie Ofek, Oded Koenigsberg, and Eyal Biyalogorsky. "Complementary Goods: Creating, Capturing, and Competing for Value." Marketing Science 32, no. 4 (July–August 2013): 554–569.
- Web
Creating Brand Value - Course Catalog
HBS Course Catalog Creating Brand Value Course Number 1925 Executive Fellow Michael Moynihan Fall; Q2; 1.5 credits 14 Sessions Exam Assistant Professor Julian de Freitas Spring; Q4; 1.5 credits 13 Sessions Exam Career Focus: This course... View Details