Want to improve your search results? Use the 'Advanced Search' option

Based on your search inputs, results are restricted to include:
  • only Case Studies
  • only content focused on the Customer Related subject
NOTE: Your search terms were not used to search for any potential source/publication/author matches.

The Zappos Way of Managing

How Tony Hsieh uses relentless innovation, stellar customer service, and a staff of believers to make Zappos.com an e-commerce juggernaut — and one of the most blissed-out businesses in America.

Want to improve your search results? Use the 'Advanced Search' option

Based on your search inputs, results are restricted to include:
  • only Case Studies
  • only content focused on the Customer Related subject
NOTE: Your search terms were not used to search for any potential source/publication/author matches.

The Upside of Strategic Risk

How Coach learned to know, not guess, what customers want.

Want to improve your search results? Use the 'Advanced Search' option

Based on your search inputs, results are restricted to include:
  • only Case Studies
  • only content focused on the Customer Related subject
NOTE: Your search terms were not used to search for any potential source/publication/author matches.

People Plus Technology Determines CRM Success

Rapid user adoption of CRM technologies is crucial to achieve productivity gains from customer-facing investments. The Bank of New York used a “high user involvement” strategy to encourage 1,650 users to adopt a unified sales process in 32 countries. Its keys to success: getting users involved early, using an efficient implementation approach, and maintaining a tight focus on delivering benefits for users, not just management. … [ Read more ]

Want to improve your search results? Use the 'Advanced Search' option

Based on your search inputs, results are restricted to include:
  • only Case Studies
  • only content focused on the Customer Related subject
NOTE: Your search terms were not used to search for any potential source/publication/author matches.

Customer Relationship Management at Capital One (UK)

In the beginning, all credit cards were the same. Same interest rates, same annual fee, same processes for deciding who to lend to and how much to lend. Then, as in all industries, an innovator came along and determined that a one-size-fits-all approach left room for improvement. In this Case Study by Professor Werner J. Reinartz and Ulrike Wiehr, Capital One is … [ Read more ]

Want to improve your search results? Use the 'Advanced Search' option

Based on your search inputs, results are restricted to include:
  • only Case Studies
  • only content focused on the Customer Related subject
NOTE: Your search terms were not used to search for any potential source/publication/author matches.

Managing Product Returns at Hewlett Packard

Product returns have existed since the first time anyone manufactured a product. In the ‘customer-is-always-right’ culture of the US, product returns are increasingly eating into profits, leading manufacturers to develop a returns strategy. In this new Case Study, Professors Van Wassenhove and Guide, and Neeraj Kumar look at the issue within HP’s inkjet product line.