Product details

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Subject category: Marketing
Published by: Institute for Management Development (IMD)
Originally published in: 2001
Version: 15.10.2003
Length: 19 pages
Data source: Field research

Abstract

This case describes the different elements that contributed to Countrywide Porter Novelli (CPN), a UK public relations consultancy, winning an award for excellence in customer service in the business-to- business category in the UK. The case explores the company''s unique culture, describes how the company manages its relationships with its customers in a highly competitive and volatile environment and finally demonstrates the important influence of employee satisfaction on overall company performance. CPN was now part of a large international communications group and the founder and current chairman was about to retire. What would the future hold for this innovative PR consultancy? Could they continue to excel in customer relations with tight profitability and performance demands of the new group?
Location:
Industry:
Size:
GBP20 million
Other setting(s):
2000

About

Abstract

This case describes the different elements that contributed to Countrywide Porter Novelli (CPN), a UK public relations consultancy, winning an award for excellence in customer service in the business-to- business category in the UK. The case explores the company''s unique culture, describes how the company manages its relationships with its customers in a highly competitive and volatile environment and finally demonstrates the important influence of employee satisfaction on overall company performance. CPN was now part of a large international communications group and the founder and current chairman was about to retire. What would the future hold for this innovative PR consultancy? Could they continue to excel in customer relations with tight profitability and performance demands of the new group?

Settings

Location:
Industry:
Size:
GBP20 million
Other setting(s):
2000

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