Subject category:
Marketing
Published by:
International Institute for Management Development (IMD)
Version: 03.01.2006
Length: 5 pages
Data source: Field research
Abstract
This is part of a case series. The (C) case describes Tetra Pak's decision to implement the customer satisfaction survey among all its local operations worldwide. The case also lists a number of other initiatives to re-orient the organisation towards its customers and improve customer satisfaction. Among these initiatives are: customer win-back programme, key account management, employee satisfaction initiative, and balanced scorecard. The over-riding question is: Will all these initiatives help redress the customer satisfaction problem?
Location:
Industry:
Size:
EUR7 billion, 22,000 employees
Other setting(s):
2000-2002
About
Abstract
This is part of a case series. The (C) case describes Tetra Pak's decision to implement the customer satisfaction survey among all its local operations worldwide. The case also lists a number of other initiatives to re-orient the organisation towards its customers and improve customer satisfaction. Among these initiatives are: customer win-back programme, key account management, employee satisfaction initiative, and balanced scorecard. The over-riding question is: Will all these initiatives help redress the customer satisfaction problem?
Settings
Location:
Industry:
Size:
EUR7 billion, 22,000 employees
Other setting(s):
2000-2002