Publications

September 2005 (Revised February 2007)
Case

Angels and Devils: Best Buy's New Customer Approach (A)

By: Anita Elberse, John T. Gourville and Das Narayandas

In November 2004, The Wall Street Journal reported that consumer electronics retailer Best Buy's new customer approach was to shun the "devils" among its customers. The "customer centricity" initiative, which was led by Best Buy's CEO Brad Anderson, was based on an... View Details

Keywords: History; Customer Relationship Management; Opportunities; Marketing Strategy; Leadership Style; Problems and Challenges; Growth and Development Strategy; Retail Industry; Electronics Industry

September 2005 (Revised February 2007)
Supplement

Angels and Devils: Best Buy's New Customer Approach (B)

By: Anita Elberse, John T. Gourville and Das Narayandas

Keywords: Customer Relationship Management; Electronics Industry; Retail Industry

September 2005 (Revised July 2006)
Case

Kingsford Charcoal

By: Das Narayandas and Alison Berkley Wagonfeld

Since the 1980s, Kingsford had continued to enjoy steady, moderate growth of 1% to 3% in revenues each year. During most of this time, the charcoal category as a whole grew as well. However, the summer of 2000 represented the first softening in the category in several... View Details

Keywords: Price; Marketing Strategy; Business Growth and Maturation; Advertising; Brands and Branding; Consumer Products Industry; United States

September 2005
Article

Building Loyalty in Business Markets

Keywords: Customer Focus and Relationships; Markets

September 2005
Supplement

Eureka Forbes Ltd.: Managing the Selling Effort (DVD)

Keywords: Salesforce Management

July 2005 (Revised February 2009)
Case

Eureka Forbes Ltd.: Managing the Selling Effort (A)

By: Das Narayandas and Kerry Herman

The CEO of EFL (India), a direct sales organization, must decide which changes to the sales compensation systems would better motivate his sales reps and improve their sales performance. View Details

Keywords: Compensation and Benefits; Management; Performance Improvement; Sales; Motivation and Incentives; India

May 2005
Class Lecture

Managing Markets, Segments, and Customers

2005
Class Lecture

Managing Markets, Segments, and Customers

Keywords: Markets; Segmentation; Customers

November 2004
Article

Linking Customer Management Effort to Customer Profitability in Industrial Markets

By: Douglas Bowman and Das Narayandas

Keywords: Customers; Management; Profit; Markets

July 2004
Article

Building and Sustaining Buyer-Seller Relationships in Mature Industrial Markets

By: Das Narayandas and V. Kasturi Rangan

Keywords: Relationships; Markets

March 2004
Teaching Note

Siebel Systems: Anatomy of a Sale, Parts 1, 2, and 3 (TN)

By: John A. Deighton and Das Narayandas

Teaching Note to (9-503-021), (9-503-022), and (9-503-023). View Details

Keywords: Technology Industry

January 2004
Article

Commentary on "Evolving to a New Dominant Logic in Marketing"

By: John Deighton and Das Narayandas

Keywords: Marketing

June 2003
Module Note

Managing Segments-Module Note

Describes the Managing Segments module of the Business Marketing course. View Details

Keywords: Marketing; Curriculum and Courses; Business Education

May 2003
Background Note

Customer Management Strategy in Business Markets

Describes in detail customer management strategies in business markets, including selection decisions, design and management of customer relationship strategies, monitoring the health of customer relations, and linking the vendors' customer management effort to... View Details

Keywords: Customer Focus and Relationships; Customer Relationship Management; Decision Making; Networks; Customization and Personalization; Manufacturing Industry