Customers Vs. Investors (Cartoon Case) Harvard Case Solution & Analysis

IMD-3-2251 © 2011
Cording, Margaret P.; Bauler, Carlos

The setting of this case is an executive committee conference where the Chief Marketing Officer is looking for approval for a $300 consumer fulfillment effort. Clean, Inc. has actually effectively enhanced client fulfillment by 20 % over the previous numerous years, and the CMO thinks that the proposed effort will assist to accomplish a 99 % consumer complete satisfaction rate. The Chief Financial Officer concerns whether Clean, Inc. will create a sufficient return on the effort.

Individuals are asked to battle with the monetary ramifications of one stakeholder's response (investors in this case) to financial investments made to please another stakeholder (customers). They likewise need to compete with the internal political procedures that occur when senior executives are mainly accountable for one stakeholder (CFO versus CMO).

Subjects: Managing stakeholders; stakeholder interdependencies

Settings: US ; Consumer goods ; $20 billion in sales ; 2011

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