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      • Faculty Publications  (407)

      Customer Lifetime Value Remove Customer Lifetime Value →

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      Marketing Analysis Toolkit: Customer Lifetime Value Analysis
      Customer Lifetime Social Value (CLSV)
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      • February 2021
      • Supplement

      Customer Lifetime Social Value (CLSV)

      By: Elie Ofek, Barak Libai and Eitan Muller
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      Ofek, Elie, Barak Libai, and Eitan Muller. "Customer Lifetime Social Value (CLSV) ." Harvard Business School PowerPoint Supplement 521-716, February 2021.
      • February 2021
      • Teaching Note

      Customer Lifetime Social Value (CLSV)

      By: Elie Ofek, Barak Libai and Eitan Muller
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      Ofek, Elie, Barak Libai, and Eitan Muller. "Customer Lifetime Social Value (CLSV)." Harvard Business School Teaching Note 521-081, February 2021.
      • January 2021
      • Case

      Anodot: Autonomous Business Monitoring

      By: Antonio Moreno and Danielle Golan
      Autonomous business monitoring platform Anodot leveraged machine learning to providing real-time alerts regarding business anomalies. Anodot’s solution was used in various industries in order to primarily monitor business health, such as revenue and payments, product...  View Details
      Keywords: Technology Platform; Online Technology; Knowledge Sharing; Information Management; Sales; value Creation; Product Positioning; Israel
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      Moreno, Antonio, and Danielle Golan. "Anodot: Autonomous Business Monitoring." Harvard Business School Case 621-084, January 2021.
      • January 2021
      • Case

      Ocado Group: Ready for the Future

      By: Jose B. Alvarez, Damien McLoughlin and Natalie Kindred
      Keywords: Growth And Development; Innovation And Invention; Innovation And Management; Innovation Strategy; Innovation Leadership; Strategy; Disruption; Disruptive Innovation; Online Technology; Consumer Behavior; Crisis Management; customer value And value Chain; Food And Beverage Industry; Retail Industry; Consumer Products Industry; Agriculture And Agribusiness Industry; Technology Industry; United Kingdom; United States; Europe
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      Alvarez, Jose B., Damien McLoughlin, and Natalie Kindred. "Ocado Group: Ready for the Future." Harvard Business School Case 521-061, January 2021.
      • January 2021 (Revised January 2021)
      • Case

      THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)

      By: Jill Avery, Ayelet Israeli and Emma von Maur
      THE YES, a multi-brand shopping app launched in May 2020 offered a new type of buying experience for women’s fashion, driven by a sophisticated algorithm that used data science and machine learning to create and deliver a personalized store for every shopper, based on...  View Details
      Keywords: Data; Data Analytics; Artificial Intelligence; Ai; Ai Algorithms; Ai Creativity; Fashion; Retail; Retail Analytics; Digital Marketing; E-commerce; E-commerce Strategy; Platform; Platforms; Marketing Strategy; Brands And Branding; Consumer Behavior; Big Data; Preference Elicitation; Preference Prediction; Predictive Analytics; App Development; Marketing Channels; "marketing Analytics"; Advertising; Mobile App; Mobile Marketing; Apparel; Online Advertising; Referral Rewards; Referrals; Female Ceo; Female Entrepreneur; Female Protagonist; Data And Data Sets; Analysis; Creativity; Marketing Strategy; Brands And Branding; Consumer Behavior; Demand And Consumers; Forecasting And Prediction; Online Advertising; Online Technology; Mobile Technology; Fashion Industry; Retail Industry; Apparel And Accessories Industry; Consumer Products Industry; United States
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      Avery, Jill, Ayelet Israeli, and Emma von Maur. "THE YES: Reimagining the Future of E-Commerce with Artificial Intelligence (AI)." Harvard Business School Case 521-070, January 2021. (Revised January 2021.)
      • January 2021
      • Case

      Amazon Shopper Panel: Paying Customers for Their Data

      By: Eva Ascarza and Ayelet Israeli
      This case introduces a new Amazon program that has consumers upload their receipts from transactions outside of Amazon, in exchange for money. Through the discussion, the case aims to exlpore issues in customers’ privacy in the digital age, the value of customers’ own...  View Details
      Keywords: Data Analytics; Data Privacy; Data Management; "marketing Analytics"; Marketing Communication; Marketing Research; Data-driven Management; E-commerce; E-commerce Strategy; Ethical Decision Making; Crm; Consumer Protection; Targeted Advertising; Targeted Policies; Data Ownership; Marketing; Research; Marketing Communications; Data And Data Sets; Management; customer Relationship Management; Ethics; Retail Industry; Technology Industry; United States
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      Ascarza, Eva, and Ayelet Israeli. "Amazon Shopper Panel: Paying Customers for Their Data." Harvard Business School Case 521-058, January 2021.
      • Article

      How Long Can a Company Thrive Doing Just One Thing?

      By: Andy Wu and Scott Duke Kominers
      The news that the chat app Slack was being sold to veteran customer relationship management company Salesforce for $27.7 billion raised a lot of eyebrows. Why sell after a year of explosive growth? The deal, however, epitomizes a question facing so-called best-of-breed...  View Details
      Keywords: Best-of-breed Companies; Competitive Advantage; Competitive Strategy
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      Wu, Andy, and Scott Duke Kominers. "How Long Can a Company Thrive Doing Just One Thing?" Harvard Business Review Digital Articles (December 10, 2020).
      • December 2020 (Revised January 2021)
      • Case

      Arcos Dorados: A QSR Recovery Plan

      By: Forest Reinhardt, Jose B. Alvarez, Jenyfeer Martinez Buitrago and Mariana Cal
      Arcos Dorados—McDonald’s largest independent franchisee, covering Latin America and the Caribbean (LAC)—faced a pandemic that was disrupting the entire consumer foodservice business in 2020. With the exclusive right to own, operate, and sub-franchise McDonald’s...  View Details
      Keywords: Agribusiness; Animal-based Agribusiness; Plant-based Agribusiness; customer value And value Chain; Income; Macroeconomics; Environmental Management; Environmental Sustainability; Cross-cultural And Cross-border Issues; Food; Health Pandemics; Crisis Management; Logistics; Corporate Social Responsibility And Impact; Strategic Planning; Food And Beverage Industry; Agriculture And Agribusiness Industry; Retail Industry; Latin America; Aruba; Guadeloupe; Martinique; Mexico; Panama; Costa Rica; Argentina; Brazil; Chile; Colombia; Ecuador; French Guiana; Peru; Uruguay; Venezuela; Puerto Rico; Trinidad And Tobago
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      Reinhardt, Forest, Jose B. Alvarez, Jenyfeer Martinez Buitrago, and Mariana Cal. "Arcos Dorados: A QSR Recovery Plan." Harvard Business School Case 721-023, December 2020. (Revised January 2021.)
      • 2020
      • Working Paper

      The Value of Descriptive Analytics: Evidence from Online Retailers

      By: Ron Berman and Ayelet Israeli
      Does the adoption of descriptive analytics impact online retailer performance, and if so, how? We use the synthetic control method to analyze the staggered adoption of a retail analytics dashboard by more than 1,000 e-commerce websites, and find an increase of 13–20%...  View Details
      Keywords: Descriptive Analytics; Big Data; Synthetic Control; E-commerce; Online Retail; Web Sites; Data And Data Sets; Performance; Retail Industry
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      Berman, Ron, and Ayelet Israeli. "The Value of Descriptive Analytics: Evidence from Online Retailers." Harvard Business School Working Paper, No. 21-067, November 2020.
      • November 2020
      • Case

      Roll-Ups and Surprise Billing: Collisions at the Intersection of Private Equity and Patient Care

      By: Trevor Fetter and Kira Seiger
      This case describes the increasing investment by private equity (PE) firms in patient care and other healthcare services. The case focuses on investments in physician staffing firms and roll-up strategy investments in physician practice management (PPM). Included in...  View Details
      Keywords: Business Ventures; Acquisition; Mergers And Acquisitions; Business Model; Change; Disruption; Fluctuation; Trends; customers; customer value And value Chain; Ethics; Fairness; Finance; Equity; Insurance; Private Equity; Geography; Geographic Scope; Health; Health Care And Treatment; Markets; Demand And Consumers; Supply And Industry; Industry Structures; Ownership; Ownership Type; Private Ownership; Relationships; Agency Theory; Business And Community Relations; Business And Shareholder Relations; Business And Stakeholder Relations; Networks; Strategy; Competition; Consolidation; Expansion; Integration; Horizontal Integration; Vertical Integration; value; value Creation; Health Industry; Insurance Industry; United States
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      Fetter, Trevor, and Kira Seiger. "Roll-Ups and Surprise Billing: Collisions at the Intersection of Private Equity and Patient Care." Harvard Business School Case 321-049, November 2020.
      • 2020
      • Working Paper

      Determinants of Early-Stage Startup Performance: Survey Results

      By: Thomas R. Eisenmann
      To explore determinants of new venture performance, the CEOs of 470 early-stage startups were surveyed regarding a broad range of factors related to their venture’s customer value proposition, product management, marketing, technology and operations, financial...  View Details
      Keywords: Startups; Survey Research; Performance Analysis; Entrepreneurship; Performance; Analysis; Business Startups; Failure; Surveys
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      Eisenmann, Thomas R. "Determinants of Early-Stage Startup Performance: Survey Results." Harvard Business School Working Paper, No. 21-057, October 2020.
      • September 2020
      • Teaching Note

      TransDigm in 2017: The Beginning of the End or the End of the Beginning?

      By: Benjamin C. Esty and Daniel Fisher
      Teaching Note for HBS Case No. 720-422. TransDigm was a highly acquisitive company that manufactured a wide range of highly engineered aerospace parts for both military and commercial customers. Over the ten years ending in 2016, its stock price had increase ten times,...  View Details
      Keywords: Value Capturing; Pricing Strategy; Supplier Power; Buyer Power; Porter's Five Forces; Bargaining Power; Monopoly; Aerospace; Acquisition Strategy; Value Drivers; Ethical Behavior; Regulation; Growth Strategy; Business Ethics; Defense; Procurement; Sustainability; Value-based Business Strategy; Acquisition; Ethics; Private Equity; Financial Strategy; Growth Management; Performance Evaluation; Business Strategy; Competitive Strategy; Horizontal Integration; value Creation; Competitive Advantage; Aerospace Industry; Air Transportation Industry; United States
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      Esty, Benjamin C., and Daniel Fisher. "TransDigm in 2017: The Beginning of the End or the End of the Beginning?" Harvard Business School Teaching Note 721-353, September 2020.
      • September 2020
      • Case

      Walmart Health: Scaling During a Pandemic

      By: Robert S. Huckman, Yoonjin Min and Marissa Thiel
      Amidst the onset of COVID-19 pandemic in the United States, Marcus Obsborne, Vice President for Health and Wellness Transformation at Walmart was planning to scale its new health care clinic business, Walmart Health, to additional locations in Georgia and beyond....  View Details
      Keywords: Health Care And Treatment; Health Pandemics; Health; Service Delivery; Growth And Development Strategy; Health Industry; United States; Arkansas; Georgia (state, Us); Texas
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      Huckman, Robert S., Yoonjin Min, and Marissa Thiel. "Walmart Health: Scaling During a Pandemic." Harvard Business School Case 621-061, September 2020.
      • September 2020
      • Case

      Uber at a Crossroads (2017)

      By: Ramon Casadesus-Masanell and Karen Elterman
      This case describes the history of Uber, its business model—including the ways it differed from that of the traditional taxi industry—and its competition with Lyft. The case is set in 2017, a year in which Uber was plagued by even more scandals than usual, though its...  View Details
      Keywords: Business Startups; Business Model; customer Satisfaction; Fairness; values And Beliefs; Price; Profit; Revenue; Investment; Government Legislation; Business History; Compensation And Benefits; Resignation And Termination; Employment; Wages; Lawfulness; Leadership Style; Leading Change; Management Style; Market Entry And Exit; Two-sided Platforms; Product Design; Organizational Culture; Problems And Challenges; Attitudes; Strategy; Competitive Strategy; Expansion; Transportation Networks; Mobile Technology; Technology Platform; Valuation; Transportation Industry; Technology Industry; United States
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      Casadesus-Masanell, Ramon, and Karen Elterman. "Uber at a Crossroads (2017)." Harvard Business School Case 721-376, September 2020.
      • Fall 2020
      • Article

      Competing on Customer Outcomes

      By: Marco Bertini and Oded Koenigsberg
      Customers ultimately want to pay for meaningful outcomes, not the products and services that presumably deliver them. Today, companies can be increasingly accountable for those outcomes with three kinds of technologically-enhanced revenue models. Adopt one to better...  View Details
      Keywords: Market Positioning; Revenue Strategy; customer Satisfaction; Marketing Strategy; Business Model; value Creation
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      Bertini, Marco, and Oded Koenigsberg. "Competing on Customer Outcomes." MIT Sloan Management Review 62, no. 1 (Fall 2020).
      • August 2020 (Revised January 2021)
      • Case

      Nubank: Democratizing Financial Services

      By: Michael Chu, Carla Larangeira and Pedro Levindo
      Nubank, a wholly-digital solution created to disrupt Brazilian banking, with 6 million clients and a $4 billion valuation after five years, must decide whether to expand to Mexico. The company was founded in São Paulo in 2013 by Colombian-born David Vélez to seize what...  View Details
      Keywords: Fintech; Financial Inclusion; Digital Banking; Credit Cards; Banks And Banking; Disruption; Expansion; Growth And Development Strategy; Financial Services Industry; South America; Brazil; North America; Mexico
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      Chu, Michael, Carla Larangeira, and Pedro Levindo. "Nubank: Democratizing Financial Services." Harvard Business School Case 321-068, August 2020. (Revised January 2021.)
      • August 2020
      • Case

      Zoom Video Communications: Eric Yuan's Leadership During COVID-19

      By: Scott Duke Kominers, Christopher Stanton, Andy Wu and George Gonzalez
      In the first half of 2020, worldwide lockdowns caused by the COVID-19 pandemic brought explosive growth to the Zoom Video Communications platform, as people replaced in-person work and social events with videoconferencing. Months into the pandemic, CEO Eric Yuan...  View Details
      Keywords: Transformation; Communication Technology; customer value And value Chain; values And Beliefs; Technological Innovation; Leadership; Crisis Management; Organizational Culture; Working Conditions; Strategy; Information Technology; Software; Technology Adoption; Health Pandemics; Technology Industry; United States; California
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      Kominers, Scott Duke, Christopher Stanton, Andy Wu, and George Gonzalez. "Zoom Video Communications: Eric Yuan's Leadership During COVID-19." Harvard Business School Case 821-014, August 2020.
      • July–August 2020
      • Article

      Price Bargaining and Competition in Online Platforms: An Empirical Analysis of the Daily Deal Market

      By: Lingling Zhang and Doug J. Chung
      The prevalence of online platforms opens new doors to traditional businesses for customer reach and revenue growth. This research investigates platform choice in a setting where prices are determined by negotiations between platforms and businesses. We compile a unique...  View Details
      Keywords: Business-to-business Marketing; Platform Competition; Two-sided Markets; Price Bargaining; Daily Deals; Structural Model; Two-sided Platforms; Competition; Price; Negotiation
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      Zhang, Lingling, and Doug J. Chung. "Price Bargaining and Competition in Online Platforms: An Empirical Analysis of the Daily Deal Market." Marketing Science 39, no. 4 (July–August 2020): 687–706.
      • July 2020
      • Supplement

      CSL Capital Management: Patriot Proppants (B)

      By: Victoria Ivashina and Yury Kapko
      This two-part case series follows CSL Capital’s 2009 investment in the greenfield manufacturing company, Patriot Proppants. CSL, a recently established investment firm, employs a unique investment model, funding new ("greenfield") energy service businesses that serve...  View Details
      Keywords: Investment; Renewable Energy; Decision Making
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      Ivashina, Victoria, and Yury Kapko. "CSL Capital Management: Patriot Proppants (B)." Harvard Business School Supplement 221-007, July 2020.
      • July 2020 (Revised November 2020)
      • Case

      Pricing at Netflix

      By: Elie Ofek, Marco Bertini, Oded Koenigsberg and Amy Klopfenstein
      Since its launch in 1998 as “the Amazon.com of DVDs,” Netflix had evolved from a DVD rental company to a video streaming platform and producer of original films and television shows. As the company matured, it regularly increased prices and adjusted its product...  View Details
      Keywords: Pricing; Marketing; Marketing Strategy; Entertainment; Film Entertainment; Television Entertainment; Finance; Price; Strategy; Competition; Competitive Strategy; Business Strategy; Adaptation; Technology; Internet; Online Technology; Technology Platform; customers; customer Satisfaction; customer value And value Chain; Entertainment And Recreation Industry; North And Central America; United States
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      Ofek, Elie, Marco Bertini, Oded Koenigsberg, and Amy Klopfenstein. "Pricing at Netflix." Harvard Business School Case 521-004, July 2020. (Revised November 2020.)
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