Research Summary

Managing Customer Information

by Frances X. Frei


After a service offering is implemented, firms routinely collect significant amounts of data, including customer, employee, and firm financial data. However, service firms are not nearly as effective as they could be in taking advantage of these data. This research argues that a major shift in mindset is required before many organizations can effectively generate actionable insights from readily available data. See HBS 606-097 for a framework for approaching service management problems that can be informed by data analysis.