Publications

February 2003 (Revised March 2007)
Case

Internet Customer Acquisition Strategy at Bankinter

By: Francisco de Asis Martinez-Jerez, V.G. Narayanan and Lisa Brem

Bankinter, a relatively small Spanish bank, has a large presence as an Internet financial services provider. Leading the way to profitability through the Internet will give Bankinter a major competitive advantage over the larger, more established Spanish banks. Ann... View Details

Keywords: Customer Relationship Management; Internet and the Web; Activity Based Costing and Management; Customer Value and Value Chain; Banks and Banking; Banking Industry; Spain

January 2017 (Revised October 2021)
Case

Delivering the Goods at Shippo

By: Jeffrey J. Bussgang, Jeffrey F. Rayport and Olivia Hull

Laura Behrens Wu, CEO of software start-up Shippo, prepares her pitch for a Series A funding round following a successful seed round. Customer adoption of Shippo’s e-commerce dashboard application, which allows small and medium retailers to compare delivery rates... View Details

February 2019 (Revised December 2019)
Case

ThirdLove

By: Jeffrey F. Rayport and Matthew G. Preble

Keywords: Cohort Behavior; Customer Acquisition Cost (CAC); Lifetime Value (LTV)

May 2024
Background Note

Net Revenue Retention: Unpacking the Dynamics of Customer Monetization

By: Elie Ofek, Barak Libai and Eitan Muller

Firms and investors alike are beginning to recognize the importance of tracking how revenues from existing customers are evolving over time and to appreciate the value in understanding what might explain changes in these revenues. Consequently, in addition to looking... View Details

Keywords: Customer Relationship Management; Revenue; Measurement and Metrics; Customer Value and Value Chain

Web

Online Transforming Customer Experiences Course | HBS Online

This course is part of the Entrepreneurship & Innovation and Leadership & Management track. Introduction to Transforming Customer Experiences ENROLL NOW No application needed for our certificate programs. Start your journey today! New... View Details

September 2017 (Revised September 2023)
Case

Chase Sapphire: Creating a Millennial Cult Brand

By: Shelle Santana, Jill Avery and Christine Snively

The launch of the Chase Sapphire Reserve credit card was enthusiastically received by millennial consumers, a cohort that had previously eluded JPMorgan Chase and its competitors. With the one-year anniversary of the launch approaching, managers are focused on... View Details

February 2017
Case

Yemeksepeti: Growing and Expanding the Business Model through Data

By: William R. Kerr, Gamze Yucaoglu and Eren Kuzucu

In October 2016, Nevzat Aydin, co-founder and CEO of Yemeksepeti, the Turkish online food-ordering company, was looking over the company's quarterly results and projections for the upcoming year with his management team. It had been almost a year and a half since Aydin... View Details

Web

Accelerating the Careers of Diverse Rising Stars

The Advent Leadership Academy was a unique 13-week custom program designed to equip a diverse cohort of 40 talented leaders from across Advent's portfolio companies with the skills and frameworks they needed... View Details

27 Jun 2007
Lessons from the Classroom

Learning to Make the Move to CEO

customer and product markets, and geopolitical environments. Professor William Fruhan leads the corporate finance piece of the curriculum, providing perspective on the globalization of financial markets. "Increasingly, there is more... View Details

Keywords: by Julia Hanna; Education

03 Jun 2014
First Look

First Look: June 3

in the external capital markets. In addition, the results show that diversification can be beneficial in the presence of frictions in the labor market. Publisher's link: http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2132676 Working Papers View Details

Keywords: Sean Silverthorne

Janice H. Hammond

Janice H. Hammond is the Jesse Philips Professor of Manufacturing. She currently serves as coursehead for the new MBA required course, Data Science for Managers. She serves as program chair for the HBS Executive Education International Women’s Foundation and Women’s... View Details

Keywords: apparel; distribution; e-commerce industry; manufacturing; retailing; textiles; transportation

06 Jul 2021
Blog Post

The MS/MBA Technology Showcase: A Celebration of Our Startups

Throughout the year, the MS/MBA: Engineering Sciences cohort frequently bounces between business, engineering, and entrepreneurship endeavors. Our efforts culminate in the annual MS/MBA Technology Showcase, which brings together the... View Details

February 2023
Supplement

Astyanax Kanakakis at norbloc: A Founder's Experience with the DIFC Fintech Hive

By: Linda A. Hill and Lydia Begag

norbloc was founded in 2016 in Stockholm, Sweden, by Astyanax Kanakakis and his co-founders, Vitalii Demianets and Sam Saatchi. Kanakakis and Demianets got to work to address a key gap in the industry: Know Your Customer (KYC) data sharing. As the first distributed KYC... View Details

17 Mar 2021
Research & Ideas

Beyond Pajamas: Sizing Up the Pandemic Shopper

created two cohorts of new online shoppers. The first cohort contained those who joined during the first wave, between March 15 and June 15. The second cohort comprised those... View Details

Keywords: by Ayelet Israeli, Eva Ascarza, and Laura Castrillo; Retail

13 Oct 2015
First Look

October 13, 2015

to the customer over time. Customer relationships become continuous and open-ended, service becomes more efficient and proactive, and new business models are enabled. The rich data on location and... View Details

September 2015
Article

Design and Implementation of a Privacy Preserving Electronic Health Record Linkage Tool in Chicago

By: Abel Kho, John Cashy, Kathryn Jackson, Adam Pah, Satyender Goel, Jorn Boehnke, John Eric Humphries, Scott Duke Kominers and et al.

Objective
To design and implement a tool that creates a secure, privacy preserving linkage of electronic health record (EHR) data across multiple sites in a large metropolitan area in the United States (Chicago, IL), for use in clinical... View Details

Keywords: Information; Customers; Safety; Rights; Ethics; Entrepreneurship; Health Care and Treatment; Health Industry; Chicago