Understanding Customer Profitability at Charles Schwab Harvard Case Solution & Analysis

Charles Schwab is transformed into a customer-centric organization. Central to this cultural and organizational change is the use of customer profitability at various levels of decision-making. Discusses some technical aspects of the value of ABC, as well as change the budget and evaluate the effectiveness of new system profitability. The system also shows, according to the ABC segment and individual decisions of the customer (for example, price or improve the process.) Charles Schwab also considered necessary organizational changes (incentives, decision rights, etc.), and customer orientation is implemented throughout the company. "Hide
on F. Asis Martinez-Jerez Source: Harvard Business School 24 pages. Publication Date: July 20, 2005. Prod. #: 106002-PDF-ENG

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