Subscribe Submit
Topic

Customer Relationships
Sales
Voice AI is a complementary channel that can boost a...
Spotlight Chenshuo Sun  
Customer Relationships
Every customer uses four criteria in purchasing. These criteria signal...
Insight Donald Potter    
Marketing Strategy
Marketing has evolved from intuition-based strategies to data-driven approaches.
Insight Rae Yule Kim    
Digital Marketing
New research shows how subtle changes can influence consumers online....
Insight Crystal Reeck et al.  



Master Gender Identity in Consumer Behavior: Boost Your Marketing Connection
Insight Marketing Strategy   30 Jan 2025 Jorge Pena Marin, Micayla Downey, Ayalla Ruvio, and G. Tomas M. Hult
Cultivate a Reservoir of Customer Goodwill
Insight Marketing Strategy   14 Oct 2024 G. Tomas M. Hult
Building a Personal Board of Directors in an Era of Nomadic Careers
Insight Data Management   06 May 2024 Noah Askin and Cor Dubois
Digital Transformation in Corporate Banking: Toward a Blended Service Model
In-Depth Digital Marketing   01 May 2024 Gergely Lóska and Juha Uotila
Empowering AI Companions for Enhanced Relationship Marketing
In-Depth Customer Relationships   01 Feb 2024 Rijul Chaturvedi, Sanjeev Verma, Vartika Srivastava
Stop Saying “We Live in VUCA Times”
Insight Marketing Strategy   28 Nov 2023 Alessandro Lanteri
Scarcity as Strategy: Innovative Business Models for a Resilient Future
Insight Marketing Strategy   30 Oct 2023 Christopher P. Blocker, Jonathan Zhang, Ronald Paul Hill, and Caroline Roux
Are Customer Expectations Skyrocketing – What Can Companies Do?
Insight Customer Relationships   20 Mar 2023 G. Tomas M. Hult and Forrest Morgeson
Hey ChatGPT, Can You Help Me Negotiate My Salary?
Insight Negotiations   13 Feb 2023 Holly Schroth
Boosting Persuasion: The Attention Benefits of Multiple Narrating Voices
Insight Marketing Strategy   06 Feb 2023 Hannah H. Chang, Anirban Mukherjee, and Amitava Chattopadhyay
Why is AIML Best Suited for Metaverse Consumer Data Analysis?
Insight Predictive Modeling   30 Jan 2023 Rajeshwari Krishnamurthy and Rushikesh Borse
Optimizing Customer Involvement: How Close Should You Be to Your Customers?
In-Depth Marketing Strategy   01 Nov 2022 Scott E. Sampson and Richard B. Chase
Ditch the Script! Here’s How Customer Service Agents Lead with the Heart
Insight Agentic AI   25 Oct 2022 Jonathan Hughes, Gabriella Salvatore, and Sara del Aguila
Why the Future Belongs to Empathetic Technologists
Insight Marketing Strategy   18 Jul 2022 Carsten Lund Pedersen
Aligning Performance Metrics in Outcome-Based Contracts
Insight Quality Management   06 Jun 2022 Andy Neely and Shaun West
Securing the Upside of Digital Transformation BEFORE Implementation
Insight Digital Transformation   07 May 2022 Işık Biçer
Artificial Intelligence-Driven Customer Experience: Overcoming The Challenges
Insight Customer Relationships   01 Mar 2022 Rijul Chaturvedi and Sanjeev Verma
“I Expected More From You”: Navigating Client Trust Violations
Insight Business Ethics   13 Dec 2021 Anna M. Cianci, Amanda M. Convery, John D’Arcy, and George Tsakumis
How to Analyze Data to Predict Customer Behavior: Accounting for Post-Pandemic Effects
Insight Customer Relationships   06 Dec 2021 Mike Grandinetti and Ikhlaq Sidhu
Leveraging the Physical Store to Boost Customer Value - Providing the Right Engagement at the Right Time
Insight Marketing Strategy   24 Jun 2021 Jonathan Zhang and Scott Neslin
Are You Ready to Climb Aboard the Data Train?
Insight Customer Relationships   25 Apr 2021 Carsten Lund Pedersen and Thomas Ritter
Brand Owners, Be Careful to Manage Your Brand's E-Commerce Presence
Insight Digital Marketing   25 Apr 2021 Jifeng Mu
From Financial Management to Financial Health: The Role of AI in Fostering the Financial Relationship Model
Insight Customer Relationships   25 Apr 2021 Monica Hovsepian, Simon Masterman, and J. Mark Munoz
The 4 Types of Leadership
Insight Communication   26 Jan 2021 Carsten Lund Pedersen and Thomas Ritter
De-Marketing Social Causes: Why Companies Shouldn't Promote Social Causes on Social Media
Insight Disclosure & Accountability   26 Oct 2020 Xin Wang and Z. Justin Ren
Design-Led Strategy: How to Bring Design Thinking Into The Art of Strategic Management
In-Depth Marketing Strategy   20 Feb 2020 Eric Knight, Jarryd Daymond, and Sotirios Paroutis
Letting the Computers Take Over: Using AI to Solve Marketing Problems
In-Depth Marketing Strategy   01 Aug 2019 Gijs Overgoor, Manuel Chica, William Rand, Anthony Weishampel
Design Roadmapping in an Uncertain World: Implementing a Customer-Experience-Focused Strategy
In-Depth Technology Strategy   01 Nov 2018 Sara Beckman, Alice Agogino, Euiyoung Kim
Innovation, Co-Creation, and Design Thinking: How Salesforce's Ignite Team Accelerates Enterprise Digital Transformation
Case Study Customer Relationships   01 Oct 2018 Berkeley Haas Case Series
More Than a Clean Cup: Can Starbucks Innovate from Within?
Insight Marketing Strategy   28 Jun 2018 Robert Springer
Sproutel: How Design Roadmapping Helped Improve Children's Health & Guide a Growing Company
Case Study Product Development   01 Apr 2018 Berkeley Haas Case Series
Neuromarketing: Inside the Mind of the Consumer
In-Depth Customer Relationships   01 Aug 2017 Ming Hsu
LGBTQ Hiring: An Insight into the Workplace
Insight Diversity, Equity, & Inclusion   20 Jul 2017 Dennis Takeshita
Rocket Fuel: Measuring the Effectiveness of Online Advertising
Case Study Marketing Strategy   01 Jul 2017 Berkeley Haas Case Series
A Better Way to Manage Customer Experience: Lessons from the Royal Bank of Scotland
In-Depth Customer Relationships   01 Feb 2017 Stan Maklan, Paolo Antonetti, Steve Whitty
What Are Your Signature Stories?
In-Depth Shareholder Engagement   01 May 2016 David Aaker, Jennifer Aaker
Business Intelligence: The Next Competitive Edge
Insight Business Intelligence   09 Oct 2015 Jocelyn Shieh
Customer-Centric Leadership: How to Manage Strategic Customers as Assets in B2B Markets
In-Depth Customer Relationships   01 May 2013 George Yip, Christoph Senn, Axel Thoma
Name Your Poisson: A Case of Fishy Decision-making
Case Study Customer Relationships   30 Apr 2013 Berkeley Haas Case Series
Go Configure: The Mix of Purchasing Practices to Choose for Your Supply Base
In-Depth Supply Chain Management   01 Feb 2013 Adam Lindgreen, Joëlle Vanhamme, Erik van Raaij, Wesley Johnston
How to Foster and Sustain Engagement in Virtual Communities
In-Depth Shareholder Engagement   01 Aug 2011 Constance Porter, Naveen Donthu, William MacElroy, Donna Wydra
Global Customer Management Programs: How To Make Them Really Work
In-Depth Global Supply Chains   01 Feb 2010 Noel Capon, Christoph Senn
Customer Rage: Triggers, Tipping Points, and Take-Outs
In-Depth Customer Relationships   01 Nov 2009 Paul Patterson, Janet McColl-Kennedy, Amy Smith, Zhi Lu
Automotive Quality Reputation: Hard to Achieve, Hard to Lose, Still Harder to Win Back
In-Depth Quality Management   01 Nov 2009 Robert Cole, Michael Flynn
Developing Cooperative Project Client-Supplier Relationships: How Much to Expect from Relational Contracts?
In-Depth International Partnerships   01 Feb 2009 Nuno Gil
Outsourcing: From Cost Management to Innovation and Business Value
In-Depth Customer Relationships   01 Aug 2008 Michael Weeks, David Feeny
Service Blueprinting: A Practical Technique for Service Innovation
In-Depth Product Development   01 May 2008 Amy Ostrom, Mary Jo Bitner, Felicia Morgan
A Dashboard for Online Pricing
In-Depth Marketing Strategy   01 Nov 2007 John Morgan, Michael Baye, J. Gatti, Paul Kattuman
Craigslist Online Community
Case Study Digital Marketing   30 Nov 2006 Berkeley Haas Case Series
Too Hot To Handle? How to Manage Relationship Conflict
In-Depth Conflict Resolution   01 Nov 2006 Amy Edmondson, Diana Smith
Reputation in Online Auctions: The Market for Trust
In-Depth Digital Marketing   01 Nov 2006 Jennifer Brown, John Morgan
Developing an Effective Customer Loyalty Program
In-Depth Marketing Strategy   01 Nov 2006 Barry Berman
Realizing the Promise of E-Business: Developing and Leveraging Electronic Partnering Options
In-Depth Digital Marketing   01 Aug 2006 Richard Watson, Debabroto Chatterjee, Albert Segars
Diffusion of Web-Based Product Innovation
In-Depth Customer Relationships   01 Aug 2006 Emanuela Prandelli, Gianmario Verona, Deborah Raccagni
How to Delight Your Customers
In-Depth Quality Management   01 Nov 2005 Barry Berman
Principles for User Design of Customized Products
In-Depth Product Development   01 Aug 2005 Taylor Randall, Christian Terwiesch, Karl Ulrich
Shrinking Core, Expanding Periphery: The Relational Architecture of High-Performing Organizations
In-Depth Customer Relationships   01 May 2005 Ranjay Gulati, David Kletter
Doing Better at Doing Good: When, Why, and How Consumers Respond to Corporate Social Initiatives
In-Depth Corporate Social Responsibility   01 Nov 2004 C. Bhattacharya, Sankar Sen
Understanding Customer Choices in E-Financial Services
In-Depth Digital Marketing   01 Aug 2004 Zafar Iqbal, Rohit Verma, Gerhard Plaschka
Client Co-Production in Knowledge-Intensive Business Services
In-Depth Customer Relationships   01 Aug 2002 Lance Bettencourt, Amy Ostrom, Stephen Brown, Robert Roundtree
Customer Relationship Management: In B2C Markets, Often Less Is More
In-Depth Customer Relationships   01 May 2002 Grahame Dowling
Relational Quality: Managing Trust in Corporate Alliances
In-Depth Alliances & Mergers   01 Nov 2001 Africa Ariño, José de la Torre, Peter Smith Ring
Delivering Excellent Service: Lessons from the Best Firms
In-Depth Quality Management   01 Nov 2001 Robert Ford, Cherrill Heaton, Stephen Brown
Can Selling Be Globalized? The Pitfalls of Global Account Management
In-Depth Global Supply Chains   01 Nov 2001 David Arnold, Julian Birkinshaw, Omar Toulan
Uncovering Patterns in Cybershopping
In-Depth Digital Marketing   01 Aug 2001 Wendy Moe, Peter Fader
The Customer Pyramid: Creating and Serving Profitable Customers
In-Depth Marketing Strategy   01 Aug 2001 Valarie Zeithaml, Katherine Lemon, Roland Rust
A Framework for Customer Relationship Management
In-Depth Customer Relationships   01 Aug 2001 Russell Winer
Shopping Online for Freedom, Control, and Fun
In-Depth Digital Marketing   01 Feb 2001 Mary Wolfinbarger, Mary Gilly
The Brand Relationship Spectrum: The Key to the Brand Architecture Challenge
In-Depth Brand Management   01 Aug 2000 David Aaker, Erich Joachimsthaler
Business Models for Internet-Based E-Commerce: An Anatomy
In-Depth Business Models   01 Aug 2000 B. Mahadevan
To Serve or Create? Strategic Orientations Toward Customers and Innovation
In-Depth Marketing Strategy   01 Nov 1999 Pierre Berthon, James Hulbert, Leyland Pitt
Market Segmentation Strategies and Service Sector Productivity
In-Depth Business Models   01 Aug 1999 Brent Keltner, David Finegold, Geoff Mason, Karin Wagner
Knowledge Management and Competition in the Consulting Industry
In-Depth Technology Strategy   01 Feb 1999 Miklos Sarvary
Managing Customer Support Knowledge
In-Depth Customer Relationships   01 May 1998 Thomas Davenport, Philip Klahr
Attractors: Building Mountains in the Flat Landscape of the World Wide Web
In-Depth Digital Marketing   01 Feb 1998 Leyland Pitt, Richard Watson, Sigmund Akselsen
Frames of Reference and Buyers' Perception of Price and Value
In-Depth Brand Management   01 Nov 1995 Gerald Smith, Thomas Nagle
Too Close for Comfort?: The Strategic Implications of Getting Close to the Customer
In-Depth Customer Relationships   01 Aug 1995 Stuart Macdonald
The Dynamics of Change in Corporate Community Relations
In-Depth Corporate Social Responsibility   01 Aug 1995 Sandra Waddock, Mary-Ellen Boyle
Relationship Banking and Competitive Advantage: Evidence from the U.S. and Germany
In-Depth Finance   01 Aug 1995 Brent Keltner
Get Closer to Your Customers by Understanding How They Make Choices
In-Depth Marketing Strategy   01 Aug 1993 Itamar Simonson
Why Improving Quality Doesn't Improve Quality (Or Whatever Happened to Marketing?)
In-Depth Quality Management   01 May 1993 Raymond Kordupleski, Roland Rust, Anthony Zahorik
Partnering as a Focused Market Strategy
In-Depth Customer Relationships   01 May 1991 James Anderson, James Narus
How Will the Japanese Compete in Retail Services?
In-Depth Marketing Strategy   01 Nov 1990 David Aaker
The American Corporation and Its New Relationships
In-Depth Alliances & Mergers   01 May 1989 George Lodge, Richard Walton
Racial Factors in Site Location and Employment Patterns of Japanese Auto Firms in America
In-Depth Diversity, Equity, & Inclusion   01 Nov 1988 Robert Cole, Donald Deskins
Altering Corporate Strategic Criteria to Reflect the Changing Environment: The Role of Life Satisfaction and the Growing Senior Market
In-Depth Marketing Strategy   01 Nov 1988 Philip Cooper, George Miaoulis
Improving the Performance of the Stock Market
In-Depth Emerging Markets   01 Aug 1988 Albert Kyle
The Influence of Sex on Managers in the Service Sector
In-Depth Organizational Behavior   01 Nov 1982 Guisseppi Forgionne, Vivian Peeters
Four Faces of the Fully Functioning Middle Manager
In-Depth Organizational Behavior   01 Aug 1982 Bernard Keys, Robert Bell
Motivational Segments in the Sales Force
In-Depth Organizational Behavior   01 May 1982 Thomas Ingram, Danny Bellenger
Deceptive Practices in Marketing Research: The Consumer's Viewpoint
In-Depth Business Ethics   01 May 1982 Kenneth Schneider, Cynthia Holm
Social Character and the New Automobile Industry
In-Depth Social Impact   01 Nov 1981 Kevin McCrohan, Jay Finkelman
Consumerism and Health Care Marketing
In-Depth Marketing Strategy   01 Feb 1979 Alan Andreasen
Training Expatriates for Managerial Assignments in Japan
In-Depth Organizational Behavior   01 Aug 1978 Ehud Harari, Yoram Zeira
Marketing Quality Control: An Alternative to Consumer Affairs
In-Depth Quality Management   01 Aug 1978 Salvatore Divita
Consumer Discontent: A Social Perspective
In-Depth Marketing Strategy   01 Nov 1975 Fred Kniffin, Zarrel Lambert
Transactions in Management
In-Depth Organizational Behavior   01 Feb 1975 Donald Bowen, Raghu Nath
Industrywide Cooperation for Consumer Affairs
In-Depth Brand Management   01 May 1974 Guenther Baumgart
Marketing to Heterogeneous Black Consumers
In-Depth Marketing Strategy   01 Feb 1974 Thomas Barry, Michael Harvey
Twenty Questions: Utilizing Job Satisfaction Measures
In-Depth Organizational Behavior   01 May 1973 Karlene Roberts, Frederick Savage
Communication Revisited
In-Depth Communication   01 May 1973 Jay Hall
Consumer Behavior: Can Economics and Behavioral Science Converge?
In-Depth Marketing Strategy   01 Feb 1973 Francesco Nicosia
The Interorganizational Link
In-Depth Organizational Behavior   01 Nov 1971 Henry Pruden
The Effect of Social Class on Brand Loyalty
In-Depth Brand Management   01 Nov 1971 Frederick May
The Latent Manager: Identifying Him Early
In-Depth Talent Management   01 Feb 1971 Donna Rawls, James Rawls
Role Analysis Technique in Job Descriptions
In-Depth Organizational Behavior   01 Aug 1969 Ishwar Dayal
The Outside Salesman: Interorganizational Link
In-Depth Organizational Behavior   01 Feb 1969 Henry Pruden
DEMON: A Management Model for Marketing New Products
In-Depth Marketing Strategy   01 Nov 1968 J. DeVoe, D. Learner, A. Charnes, W. Cooper
Toward an Interpersonal Theory of Consumer Behavior
In-Depth Marketing Strategy   01 May 1968 Joel Cohen
Doctorates in Business Administration: A Demand and Supply Analysis
In-Depth Business Models   01 Nov 1967 John Wheeler
Methods of Estimating Consumer Preference Distributions
In-Depth Marketing Strategy   01 Aug 1967 Ralph Day
When Human Relations May Succeed and the Company Fail
In-Depth Organizational Behavior   01 May 1966 William Fox
Major Household Appliances: A Lesson in Distribution
In-Depth Marketing Strategy   01 May 1966 Jerome Kernan
Cognitive Dissonance and Consumer Behavior: Reactions to the Surgeon General's Report on Smoking and Health
In-Depth Organizational Behavior   01 Nov 1965 Joel Cohen, Harold Kassarjian
Executives and Sales Aptitude Testing
In-Depth Organizational Behavior   01 May 1964 Henry Eilbirt
Market Measurement in a Free Society
In-Depth Marketing Strategy   01 Feb 1960 Ralph Cassady
Some Current Issues in Human Relations
In-Depth Human Resource Management   01 Nov 1959 Robert Tannenbaum
Human Relations in Industry: Research and Concepts
In-Depth Human Resource Management   01 Nov 1958 W. Knowles

California Management Review

Published at Berkeley Haas for more than sixty years, California Management Review seeks to share knowledge that challenges convention and shows a better way of doing business.

Learn more
Follow Us
Join our mailing list