More from these Authors

• Case | HBS Case Collection | 2013 (Revised from original 2009 version)

  Lawson: Becoming the Community Store of 9,000 Japanese Communities

  Linda A. Hill, Francisco de Asis Martinez-Jerez, Masako Egawa, Emily Stecker and Mayuka Yamazaki

  Keywords: Retail Industry; Japan;

  Citation:

  Hill, Linda A., Francisco de Asis Martinez-Jerez, Masako Egawa, Emily Stecker, and Mayuka Yamazaki. "Lawson: Becoming the Community Store of 9,000 Japanese Communities." Harvard Business School Case 409-112, March 2013. (Revised from original April 2009 version.)

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• Case | HBS Case Collection | 2013 (Revised from original 2010 version)

  HubSpot: Lower Churn through Greater CHI

  F. Asis Martinez Jerez, Thomas Steenburgh, Jill Avery and Lisa Brem

  HubSpot, a web marketing startup is under pressure from VCs to rapidly acquire new customers and to maintain a low level of customer churn. In the case, students explore the drivers of customer churn and uncover opportunities to increase customer retention across the customer selection, selling, and training processes. Students assess a metric, CHI (Customer Happiness Index) which HubSpot uses to predict which customers will churn, and suggest alternatives to improve the firm's predictions. Students develop programs to reduce churn post-hoc and then reengineer the company's marketing, selling, and customer relationship management processes to manage churn proactively through market segmentation and targeting, product design, and customer interactions.

  Keywords: Business Startups; Customer Relationship Management; Customer Satisfaction; Customer Value and Value Chain; Forecasting and Prediction; Consumer Behavior; Happiness; Consulting Industry;

  Citation:

  Martinez Jerez, F. Asis, Thomas Steenburgh, Jill Avery, and Lisa Brem. "HubSpot: Lower Churn through Greater CHI." Harvard Business School Case 110-052, March 2013. (Revised from original January 2010 version.)

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• Case | HBS Case Collection | 2013 (Revised from original 2012 version)

  Société Internationale de Plantations et de Finance (SIPEF)

  David Hawkins

  Management of a company with extensive palm oil tree plantations questions the usefulness to management and investors of IAS41's requirement to value palm oil trees at their fair value.

  Keywords: Financial Accounting; International Financial Reporting Standards; International Accounting Standards; Biological asset accounting; fair value accounting; IAS41; Historical cost; Equity Valuation; Financial ratios; Plant-Based Agribusiness; International Accounting; Valuation; Financial Reporting; Fair Value Accounting; Equity; Agriculture and Agribusiness Industry;

  Citation:

  Hawkins, David. "Société Internationale de Plantations et de Finance (SIPEF)." Harvard Business School Case 113-027, February 2013. (Revised from original July 2012 version.)

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