Subject category:
Strategy and General Management
Published by:
Vlerick Business School
Length: 14 pages
Data source: Field research
Abstract
This is part of a case series. This case study explains in great detail what it means and takes to build and sustain a customer-centric organization. This allowed Carglass(R) to have great top line and bottom line growth in a saturated market. The case raises the question how to sustain a culture of continuous improvement when customer satisfaction and employee satisfaction can hardly be improved.
Location:
Industry:
Other setting(s):
2000-2009
About
Abstract
This is part of a case series. This case study explains in great detail what it means and takes to build and sustain a customer-centric organization. This allowed Carglass(R) to have great top line and bottom line growth in a saturated market. The case raises the question how to sustain a culture of continuous improvement when customer satisfaction and employee satisfaction can hardly be improved.
Settings
Location:
Industry:
Other setting(s):
2000-2009