Towngas: Achieving Competitive Advantage Through Customer Relationship Management Harvard Case Solution & Analysis

Towngas, the exclusive supplier of piped gas naphtha and one of the oldest energy suppliers in Hong Kong, have invested millions of dollars into its customer relationship management software. The results were higher customer satisfaction, as well as new products that generate additional income. Explores the reason for choosing Towngas ", to use the CRM as a tool to strengthen the business and how it has successfully implemented its strategy of CRM. Also discusses why many other companies that have also invested a lot of money in CRM will not be able to get the expected return." Hide
by Benjamin Yen, Monica Wong Source: University of Hong Kong, 13 pages. Publication Date: September 19, 2003. Prod. #: HKU295-PDF-ENG

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