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- Faculty Publications (693)
- September 1988 (Revised September 1993)
- Case
Mrs. Fields Cookies
Mrs. Fields Cookies is a small company selling freshly baked goods through privately owned specialty stores (each store sells only Mrs. Fields products). The company has about 8,000 employees worldwide and less than 150 information systems people for a unique leverage... View Details
- August 1988
- Background Note
Close Encounters of the Four Kinds: Managing Customers in a Rapidly Changing Environment
Describes four kinds of selling: 1) transaction, 2) systems, 3) major account management, and 4) strategic account relationships. Explains the advantages, disadvantages, and risks of each. The second half is devoted to a discussion of strategic account relationships... View Details
- June 1987 (Revised May 1992)
- Case
Carolina Power & Light Co.: Customer and Operating Services Group
- April 1987 (Revised January 1990)
- Background Note
The New Intimacy
Describes how close relationships with customers require close interfunctional and interdivisional coordination. Explains where the closest vendor/customer relationships arise and how they stress internal coordination. Also enumerates and briefly describes the way in... View Details
Keywords: Customer Focus and Relationships
- August 1984 (Revised March 1994)
- Case
The Toro Company S'no Risk Program
By: David E. Bell
Toro introduced a promotion in which purchasers of their snowthrower would receive a refund if the next winter brought only modest snowfall. The principal focus of the class is to understand what the risk implications are for the customer and for the company. May be... View Details
- February 1982
- Case
MCI Telecommunications Corp. (B): Customer Service Strategy and Organization
By: John F. Cady and Frank V. Cespedes
- January 1980 (Revised August 1986)
- Case
General Electric vs. Westinghouse in Large Turbine Generators (A)
Describes the U.S. large turbine generator industry in early 1963, a period of severe price cutting and depressed industry conditions. Presents data to allow a structural analysis of the industry and an analysis of the strategies of the major players since 1946. The... View Details
- January 1978 (Revised February 1983)
- Case
Polaroid-Kodak (B1)
Describes additional events in battle between Polaroid and Kodak outlined in Polaroid-Kodak. Includes the competitive actions taken by the companies such as the introduction of customer rebates and bonus plans with dealers. Details the new products of each company and... View Details