Total Customer Value - Publications - Faculty & Research

Student-Profile

Anil Doshi

change decision-making given the propagation of customer and market data? How do individuals value their personal information and their privacy? What business models are best for the provision of information... View Details

22 Sep 2015
News

On a Mission to Have an Impact

After founding the online cosmetics service Eve.com, Varsha Rao (MBA 1995) is now heading global operations for Airbnb, helping customers of this mission-driven company gain richer travel experiences by connecting them more closely to the... View Details

01 Sep 2010
News

Reinventing the Annual Report

and customer satisfaction, factors that contribute to revenue growth. So how can shareholders and other stakeholders know if a company’s commitment to a sustainable society is contributing to a sustainable strategy that will create View Details

Keywords: Robert G. Eccles

29 Sep 2003
Research & Ideas

Pride Goeth Before a Profit

into a very powerful motivating force. In a tough economic environment, when there is little money for bonuses and a lot of concern about layoffs, Katzenbach says it becomes even more important to communicate with employees about the View Details

Keywords: by Theodore Kinni

04 Feb 2025
Blog Post

Leadership with Purpose: Redefining Success and Impact with Satpal Singh (SELP—India 4, 2019)

processes and frameworks, focusing instead on authenticity and the values that define impactful leadership. My career before HBS had been driven by extensive execution and deep functional expertise. I had been fortunate to work in various... View Details

06 Apr 2009
Research & Ideas

Cheers to the American Consumer

electronic gizmos dominate Christmas gift sales, and senior citizens find renewed connectivity with far-flung families by going online. Americans know technology adds value to daily life. These traits apply equally to consumers and... View Details

Keywords: by John Quelch

02 Jan 2012
Research & Ideas

Most Popular Articles of 2011

companies to look at products the way customers do: as a way to get a job done. Are You a Level-Six Leader? (23,834) http://hbswk.hbs.edu/item/6752.html Published: July 6, 2011 Asking the question, whom do you serve? is a powerful vector... View Details

Keywords: by Staff

08 Feb 2011
First Look

First Look: Feb. 8

the code, which increases quality and value creation. Opened modules, however, are available for others to use free of charge. We derive the set of possibly optimal business models when the modules of the firm and the open source... View Details

Keywords: Sean Silverthorne

01 Jul 2008
First Look

First Look: July 1, 2008

more "collaborative." Too often, however, companies fail to distinguish among the various choices they face with respect to alternative modes of collaboration. Collaborative innovation can take a wide variety of forms, each with profound implications for... View Details

Keywords: Martha Lagace

18 Mar 2001
Research & Ideas

Want to Be an Entrepreneur? [Part I]

potential of new ideas could be inimical to operating a real business. All fall, the news had been sobering, as the dot-com bubble deflated, paring billions—ultimately trillions—of dollars of stock-market value from the "idea"... View Details

Keywords: by John S. Rosenberg

24 Feb 2023
News

Dean Datar Meets with Alumni in Palm Beach

Emeritus Bill Sahlman (MBA 1975). During his remarks, Dean Datar talked about several innovative initiatives that he anticipates will have lasting value for the School and that place the School at the cutting edge of addressing the... View Details

11 Sep 2000
Research & Ideas

Riding the Internet Fast Track

professor Tom Eisenmann, who also serves on the board of OneMain.com, one of the nation's ten largest Internet service providers, and on the advisory boards of many Internet start-ups. Eisenmann's definition of the get-big-fast strategy includes three criteria: massive... View Details

Keywords: by Peter Jacobs

23 Mar 2015
Research & Ideas

It’s Called ‘Price Coherence,’ and It’s Surprisingly Bad for Consumers

customers, not to mention the convenience of keeping customer information on file. While the intermediary charges a fee for its service, buyers widely perceive that the costs are borne by others, namely sellers. Sellers in turn pay the... View Details

Keywords: by Carmen Nobel; Retail; Air Transportation; Food & Beverage; Entertainment & Recreation

10 Oct 2007
First Look

First Look: First Look: October 10

Abstract We study the effect of small windfalls on consumer-spending decisions by examining the purchasing behavior of a sample of online grocery shoppers over the course of a year. We compare the purchases customers make when redeeming a... View Details

Keywords: Martha Lagace

Web

Leadership with purpose: Redefining success and impact with Satpal Singh (SELP—India 4, 2019) - Recruiting

our customers and communities. Throughout my career, I’ve learned leadership isn’t about fitting into a mold—it’s about understanding who you are and the values that drive you. My journey has been defined by... View Details

21 Dec 2021
Blog Post

First Look at New Research, April 11

housing firm. Along the way, he and his partners have contributed countless hours of community service to the neighborhoods in which they own properties. Now 80 and ready to retire, Gates is creating a request for proposal for his firm. In doing so, he has to evaluate... View Details

12 May 2003
Research & Ideas

How Hot is the “Hot Spot” Business?

several years ago to connect the back end of its 50,000 stores with company headquarters. But it soon dawned on executives that 90 percent of Starbucks customers use the Web, and many are high-end business travelers. Offering them Web... View Details

Keywords: by Sean Silverthorne & Martha Lagace; Technology; Communications; Telecommunications

12 Oct 1999
Research & Ideas

Rapid Response: Inside the Retailing Revolution

get what they wanted. Choices were more limited, delivery time was measured in months, and warehouses were typically piled high with mountains of expensive inventory—often comprised of too many unpopular products and too few hot sellers. Today, this scenario is ancient... View Details

Keywords: by James E. Aisner; Apparel & Accessories; Fashion; Consumer Products; Manufacturing; Retail

28 Aug 2019
Blog Post

Know Your Audience: Recruiting HBS Students for Investment Banking

students where people can thrive in the culture.” This is the case for both the bulge bracket banks with significant brand recognition on campus and the boutique banks. Students see the value of experience in both types of organizations... View Details

Publications