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- June 2018
- Article
Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged
By: Clarence Lee, Elie Ofek and Thomas Steenburgh
We study how digital service firms can develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to interact with one another (social usage) vary across... View Details
Keywords: Customer Engagement; Adoption Routes; Word-of-Mouth; Digital Marketing; Bayesian Estimation; Customers; Communication; Consumer Behavior; Marketing; Internet and the Web; Analytics and Data Science
Lee, Clarence, Elie Ofek, and Thomas Steenburgh. "Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged." Management Science 64, no. 6 (June 2018): 2473–2495. (Lead Article.)
- 2013
- Working Paper
Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?
By: Clarence Lee, E. Ofek and Thomas Steenburgh
In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact... View Details
- January 2025
- Case
Intuition Robotics: An AI Companion for Older Adults
By: Amit Goldenberg, Elie Ofek and Orna Dan
Intuition Robotics, a startup that makes an AI companion robot to alleviate older adults’ loneliness, debates whether to pursue a B2C model or B2G route. If it opts for the government vertical, it must determine how to negotiate a favorable deal. Two weeks after... View Details
Keywords: Business Model; Business Startups; AI and Machine Learning; Technology Adoption; Product Launch; Market Entry and Exit; Negotiation Offer; Business and Government Relations; Health Industry; Technology Industry; United States; New York (state, US)
Goldenberg, Amit, Elie Ofek, and Orna Dan. "Intuition Robotics: An AI Companion for Older Adults." Harvard Business School Case 925-018, January 2025.
- 24 Mar 2009
- First Look
First Look: March 24, 2009
Paid transfers of IP addresses would better allocate resources to those who need them most, but unrestricted transfers might threaten the Internet's routing system. I suggest policies to facilitate an IP address "market" while... View Details
Keywords: Martha Lagace
- 03 Jan 2013
- Working Paper Summaries
The Value of Advice: Evidence from Mobile Phone-Based Agricultural Extension
- March 2017 (Revised March 2017)
- Case
OpenNotes
By: Jeffrey Rayport and Annelena Lobb
In 2017, executives at OpenNotes, a national movement to improve the relationship between doctors and patients by sharing doctors’ visit notes about patients with patients, were considering options in efforts to achieve scale. The movement hoped to reach 50 million... View Details
Keywords: Health Care and Treatment; Technology Adoption; Growth and Development Strategy; Technology Industry; Health Industry; United States
Rayport, Jeffrey, and Annelena Lobb. "OpenNotes." Harvard Business School Case 817-080, March 2017. (Revised March 2017.)
- 20 Nov 2007
- First Look
First Look: November 20, 2007
example of cutting-edge practice in private equity. The first of a two-part series on the Hertz LBO, adopts the perspective of Clayton, Dubilier & Rice, the leader of a private equity consortium bidding to buy Hertz from Ford in an... View Details
Keywords: Martha Lagace
- 16 May 2023
- HBS Case
How KKR Got More by Giving Ownership to the Factory Floor: ‘My Kids Are Going to College!’
and antipathy, having bounced from one private equity owner to another four times, ran deep. The strategy demanded that Stavros deeply engage with the operations to discover pain points, like inefficient delivery routes and wasted scrap... View Details
Keywords: by Avery Forman
- 27 Jun 2005
- Research & Ideas
Asian and American Leadership Styles: How Are They Unique?
business leaders adopted already, and which styles are likely to be most successful in the future? In a talk in Kuala Lumpur on June 15 at the invitation of The Star/BizWeek publication and the Harvard Club of Malaysia, Mills explained... View Details
Keywords: by D. Quinn Mills
- 14 Feb 2022
- Research & Ideas
Curiosity, Not Coding: 6 Skills Leaders Need in the Digital Age
themselves. However, the qualities they need to develop aren’t the ones you might expect. You might think an organization in flux needs a steady hand, someone with foresight and experience who plots a sensible route to cautiously and... View Details
- 22 Oct 2019
- Research & Ideas
Use Artificial Intelligence to Set Sales Targets That Motivate
advanced analytics that incorporate artificial intelligence (AI). “Chung has seen companies dramatically improve productivity after adopting advanced analytics to guide compensation.” In an ideal world, a company would use trial and error... View Details
Keywords: by Michael Blanding
- 13 Dec 2016
- First Look
December 13, 2016
railroad track in the U.S. South to standard gauge between May 31 and June 1, 1886 as a large-scale natural experiment in technology standards adoption that instantly integrated the South into the national transportation network. Using... View Details
Keywords: Carmen Nobel
- 28 Mar 2017
- First Look
First Look at New Research, March 28
https://cb.hbsp.harvard.edu/cbmp/product/717028-PDF-ENG Harvard Business School Case 617-010 United Airlines: More Out-and-Back Flying? This case looks at United Airlines when it is facing a decision on whether to shift its aircraft View Details
Keywords: Sean Silverthorne
- 16 Apr 2007
- Research & Ideas
Delivering the Digital Goods: iTunes vs. Peer-to-Peer
where the product can be delivered directly online such as software, travel agencies, or media. Indeed, the digitalization of content paired with widespread adoption of broadband Internet is driving a major shift toward digital... View Details
- 03 Feb 2003
- Research & Ideas
Web Services
will drive its adoption of Web services: the movement from proprietary to more commonly used technologies; a shift from mechanical systems to those driven by computer connections; and the development of cars that are always "on the... View Details
- 11 Sep 2000
- Research & Ideas
Riding the Internet Fast Track
bottom lines, ultimately depressing stock prices. To circumvent this problem, some firms issue "tracking stock," hoping that capital markets will perceive them much like traditional start-up stocks. So when should a company View Details
Keywords: by Peter Jacobs
- 29 Feb 2016
- HBS Case
Bigbelly's Big Bet on the Digital Trash Can
sensors in the units report when the cans are full, enabling cities to optimize pickup routes and save money. Even with initial growth, however, the company wondered why it wasn’t selling even more trash products to more customers. It... View Details
- 16 Jul 2024
- Research & Ideas
Weighing Digital Tradeoffs in Private Equity
road,” he says. “At this time, PE firms are finding that there’s a lot of low-hanging fruit in terms of digital value creation, especially in smaller and mid-sized companies. PE firms bring in digitally savvy operating partners who can help their portfolio companies... View Details
- 02 Oct 2007
- First Look
First Look: October 2, 2007
annual meeting. We find evidence suggesting that ESO expensing shareholder proposals affected accounting and compensation choices. With respect to accounting choices, we find that: (i) targeted firms were more likely to adopt ESO... View Details
Keywords: Martha Lagace
- 26 Sep 2024
- HBS Case
If a Car Can Drive Itself, Can It Make Life-or-Death Decisions?
Silicon Valley startups have adopted the “fail fast” approach of releasing innovative products quickly rather than waiting for perfection. Badaracco disagrees: “It’s a potentially catastrophic mistake, with technology like this, to have... View Details