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112 items were found using the following search criteria
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Loyalty Wars (Spanish version)
Deighton, John; Shoemaker, StoweCase HBS-503S28MarketingHilton Hotels regards the frequent guest program as the industry's most important marketing tool, directing marketing efforts at the heavy user. What is Hilton to do then, when a competitor ups the ante? This case illustrates the economics of frequency marketing in industries with a very distinct "heavy half" to their customer base, and lets students debate what to do when Sheraton and Westin seemingly overdo a good thing.Starting at €8.20
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Mismanagement of Customer Loyalty (Spanish version)
Reinartz, Werner; Kumar, VArticle HBS-R0207FMarketingIdentify early and don't invest anything.Starting at €8.20
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Customer Profitability and Lifetime Value
Ofek, ElieCase HBS-503019-EMarketingIntroduces the central concepts involved in determining customer lifetime value, with detailed analysis and examples from the realm of direct marketing. Implications for marketing strategy and customer relationship management are briefly discussed.Starting at €8.20
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Bottom-Feeding for Blockbuster Businesses (Spanish version)
Rosenblum, David; Tomlinson, Doug; Scott, LarryArticle HBS-R0303CMarketingMarketing experts tell companies to analyze their customer portfolios and weed out buyer segments that don't generate attractive returns. Loyalty experts stress the need to aim retention programs at "good" customers--profitable ones--and encourage the "bad" ones to buy from competitors. And customer relationship management software provides evermore sophisticated ways to identify and eliminate poorly performing customers. On the surface, the move...Starting at €8.20
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Hedging Customers (Spanish version)
Dhar, Ravi; Glazer, RashiArticle HBS-R0305FMarketingYou are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredicta...Starting at €8.20
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Customer Service Innovation (Spanish version)
Deshpande, Rohit; Hogan, HalCase HBS-517S16MarketingThe members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the gold standard for its innovative customer service, and the $100 million new seats project for the international market was planned to bolster that reputation. But with increased compet...Starting at €8.20
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Delivering Customer Service (Spanish version)
Moon, Youngme; Quelch, John A.Case HBS-505S04MarketingDelivering Customer Service' is accompanied by a Video Short - available only to registered Premium Educators at hbsp.harvard.edu - that can be shown in class or included in a digital coursepack. Instructors should consider the timing of making the video available to students, as it may reveal key case details. Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is n...Starting at €8.20
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Starbucks: Delivering Customer Service
Moon, Youngme; Quelch, John A.Case HBS-504016-EMarketingThe case 'Starbucks: Delivering Customer Service' is accompanied by a Video Short - available only to registered Premium Educators at hbsp.harvard.edu - that can be shown in class or included in a digital coursepack. Instructors should consider the timing of making the video available to students, as it may reveal key case details. Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating t...Starting at €8.20
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Customer Has Escaped (Spanish version)
Nunes, Paul F.; Cespedes, Frank V.Article HBS-R0311GMarketingEvery company makes choices about the channels it will use to go to market. For instance, traditionally, customer demographics guided the decision to sell through a discount superstore or a pricey boutique. It was a fair assumption that certain customer types were held captive by certain channels. The problem, the authors say, is that today's customers have become unfettered. As their channel options have proliferated, they've come to recognize t...Starting at €8.20
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They Bought In. Now They Want to Bail Out. (HBR Case Study and Commentary)
McNulty, Eric; Leonard, Nathaniel; McAfee, Andrew; Gilway, Barry J.; Freeland, JohnArticle HBS-R0312A-EService and Operations ManagementChief Technology Officer Barry Golding is meeting with Mathews & Co.'s department heads to ask for another round of investment so he can begin implementing customer relationship management software at the menswear chain. For months, he has been the CRM project's cheerleader, and it is Barry whose reputation is at stake. He quickly loses control of the meeting. One department head is disappointed that so few of her wish list items are in Barry's l...Starting at €8.20