Alain Piguet: Leading The Customer Relationship Management Initiative Harvard Case Solution & Analysis

IMD-3-1973 © 2008
Buechel, Bettina

To be able to pursue its strategic priorities, KONE was transforming itself to be a more internationally market-driven company.

This led to several consumer initiatives such as new customer processes customer segmentation and    e-business tools in addition to the decision to implement a CRM solution. In 2006 KONE was the only business in the industry to consider worldwide executing a CRM solution in 42 nations. Learning objectives: Evaluate how they contribute to functionality and different kinds of implementation practices and strategic initiatives. More especially, discuss the function of aviators during the implementation stage.

Subjects: Strategy; Strategic initiatives; Customer relationship management; Implementation plan; Pilot; Transformation
Settings: Finland; Global; Elevator and escalator; 2006 net sales of €3.6 billion; 29,000 employees; 2006

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