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Published by: Institute for Management Development (IMD)
Originally published in: 2003
Version: 09.04.2003
Length: 8 pages
Data source: Field research

Abstract

The case tells the story of the failure of an equipment company, Sinpus, to resolve the problems experienced by a key customer. The customer has purchased a piece of equipment from Sinpus but vows never to buy again from this supplier because of the inability of Sinpus to get the machine to work properly. The situation is complicated by the fact that the headquarters and R&D team of Sinpus is located in Germany and the customer is located in Korea. The case finishes by asking whether this customer relationship can be saved.
Location:
Industry:
Size:
EUR225 million in sales
Other setting(s):
1998-2002

About

Abstract

The case tells the story of the failure of an equipment company, Sinpus, to resolve the problems experienced by a key customer. The customer has purchased a piece of equipment from Sinpus but vows never to buy again from this supplier because of the inability of Sinpus to get the machine to work properly. The situation is complicated by the fact that the headquarters and R&D team of Sinpus is located in Germany and the customer is located in Korea. The case finishes by asking whether this customer relationship can be saved.

Settings

Location:
Industry:
Size:
EUR225 million in sales
Other setting(s):
1998-2002

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