Publications

17 Jun 2016
News

Companies Need to Start Marketing Safety to Customers

March 2000 (Revised February 2005)
Case

Hewlett Packard--Computer Systems Organization: Selling to Enterprise Customers

By: Das Narayandas and Robert C. Dudley

In late 1996, Manuel Diaz, head of Worldwide Sales for Hewlett-Packard's (HP) Computer Systems Organization (CSO), is reviewing the results of an audit of HP's enterprise customer management approach with the objective of identifying market and organizational... View Details

Keywords: Accounting Audits; Transformation; Customer Relationship Management; Cost vs Benefits; Marketing Strategy; Sales; Computer Industry

21 Feb 2017
News

It is NOT the Year of the Customer

October 1994 (Revised November 1994)
Case

British Airways: Using Information Systems to Better Serve the Customer

By: W. Earl Sasser and Norman Klein

Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment... View Details

Keywords: Debates; Customer Focus and Relationships; Globalized Markets and Industries; Service Delivery; Alliances; Information Technology; Aerospace Industry

Conference Presentation

Building and Leading Customer Centric Organizations

By: Ranjay Gulati

Keywords: Organizations; Customer Focus and Relationships

Conference Presentation

Building and Leading Customer Centric Organizations

By: Ranjay Gulati

Keywords: Organizations; Customer Focus and Relationships

Conference Presentation

Building and Leading Customer Centric Organizations

By: Ranjay Gulati

Keywords: Organizations; Customer Focus and Relationships

January 2008 (Revised April 2008)
Teaching Note

Pilgrim Bank (B): Customer Retention (TN)

By: Frances X. Frei and Dennis Campbell

Teaching Note for [602095]. View Details

Keywords: Customers; Banks and Banking; Customer Focus and Relationships; Banking Industry

February 2008
Case

Campbell Soup Company: Selling Channel Innovation to Customers

Campbell Soup, like most food manufacturers, faced grocery chain and wholesale demand for its goods driven by Campbell's own promotional pricing structure rather than retail consumer demand. Former policies to encourage overstock created huge swings in production and... View Details

Keywords: Information Technology; Distribution Channels; Order Taking and Fulfillment; Manufacturing Industry; Food and Beverage Industry

2024
Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno

The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details

Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America