Customer strategy

The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business....

The case focuses on AccorHotels' ambitious digital transformation, aiming to put the customer back at the center of its strategy and operations. Responding...

In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies...

Set in two parts the case documents the manoeuvres of a creative digital business school, Hyper Island (HI). Part A is set in December 2019 and narrates...

At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated...

Describes Apple's approach to innovation, management, and design thinking. For several years, Apple has been ranked as the most innovative company in...

Describes additional events in battle between Polaroid and Kodak outlined in Polaroid-Kodak. Includes the competitive actions taken by the companies such...

Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known...

Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer...

Anyone who has recently travelled, gone shopping, or tried to have a problem solved may have little recollection of the experience. Worse yet, some are...

It has been a bumpy few years since 2020 for JUMBO Group CEO and Executive Director Ang Kiam Meng. JUMBO Group, like many other firms in the food and...

This case illustrates how Chilli Beans became the most popular sunglasses retailer in Brazil and the issues it faced when expanding into the U.S.

Curled Metal Incorporated has declining sales, but has developed a new product (curled metal pile driver pads) that, in field tests, deliver customer...

This case details the challenges Collin Wallace faced at FanGo, a mobile ordering technology company that he founded based on technology that he developed...

Once a royal residence and today one of the most photographed Parisian landmarks, the Louvre, home of iconic masterpieces, was the world's largest and...

The local government in Delhi has ordered a ban on Nestlé's flagship product in India - Maggi Noodles, citing excessive lead content per government lab...

Describes the U.S. large turbine generator industry in early 1963, a period of severe price cutting and depressed industry conditions. Presents data to...

Laura Behrens Wu, CEO of software start-up Shippo, prepares her pitch for a Series A funding round following a successful seed round. Customer adoption...

Singapore Airlines had long been considered the gold standard for its innovative customer service. However, the company was faced with new sources of...

In 2023, CEO Randy Wu was considering the optimal growth strategy for Fantuan, a restaurant food delivery platform that had expanded from its 2014 founding...

Modern capitalism can be broken down into two major eras. The first, managerial capitalism, began in 1932 and was defined by the then radical notion that...

Rene Carayol of Cass Business School explains how First Direct's commitment to customer service saved a life on 9/11.

Companies have never before had such powerful technologies for understanding and interacting with customers. Yet too many firms operate as if they're...

The retail bank division of Chemical Bank faces declining margins and increased competition in its credit and deposit gathering and processing business....

Three ways leaders can bring customers to life for teams who don't regularly interact with them.

The case focuses on AccorHotels' ambitious digital transformation, aiming to put the customer back at the center of its strategy and operations. Responding...

It's the second-most promising sales job for 2019, according to a LinkedIn survey.

A conversation with Wharton’s Tom Robertson on the strategic value of owning your secondhand market.

In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies...