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Case
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Reference no. 9-606-005
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 30 August 2006
Length: 7 pages
Data source: Generalised experience
Topics: Customer Relationship Management (CRM); Information management; Information technology; Marketing information systems; Mutual funds; Sales agents
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Abstract

Amagansett Funds has had a troubled history with its customer relationship management (CRM) system. Sales agents feel that they derive no value from it and that it is a 'tax on their jobs'. Amagansett is investigating whether CRM can be improved by making its data available wirelessly to Blackberry devices. These devices will also provide mobile phone and email capability.
Location:
Massachusetts
Industry:
Finance & insurance
Size:
300 employees, USD400 million revenues
Other setting(s):
2003
Teaching note
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Reference no. 5-608-019
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 10 October 2007
Length: 18 pages
Data source: Generalised experience
View full details
Compact case
Supplement
-
Reference no. 9-606-006
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 30 August 2006
Length: 2 pages
Data source: Generalised experience
Topics: Customer relationship management; Information management; Information technology; Marketing information systems; Mutual funds; Sales agents
View full details
Compact case
Supplement
-
Reference no. 9-606-007
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 20 July 2006
Length: 3 pages
Data source: Generalised experience
Topics: Customer relationship management; Information management; Information technology; Marketing information systems; Mutual funds; Sales agents
View full details
Compact case
Supplement
-
Reference no. 9-606-008
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 30 August 2006
Length: 1 pages
Data source: Generalised experience
Topics: Customer relationship management; Information management; Information technology; Marketing information systems; Mutual funds; Sales agents
View full details

About

Abstract

Amagansett Funds has had a troubled history with its customer relationship management (CRM) system. Sales agents feel that they derive no value from it and that it is a 'tax on their jobs'. Amagansett is investigating whether CRM can be improved by making its data available wirelessly to Blackberry devices. These devices will also provide mobile phone and email capability.

Settings

Location:
Massachusetts
Industry:
Finance & insurance
Size:
300 employees, USD400 million revenues
Other setting(s):
2003

Related

Teaching note
-
Reference no. 5-608-019
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2007
Version: 10 October 2007
Length: 18 pages
Data source: Generalised experience
View full details
Compact case
Supplement
-
Reference no. 9-606-006
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 30 August 2006
Length: 2 pages
Data source: Generalised experience
Topics: Customer relationship management; Information management; Information technology; Marketing information systems; Mutual funds; Sales agents
View full details
Compact case
Supplement
-
Reference no. 9-606-007
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 20 July 2006
Length: 3 pages
Data source: Generalised experience
Topics: Customer relationship management; Information management; Information technology; Marketing information systems; Mutual funds; Sales agents
View full details
Compact case
Supplement
-
Reference no. 9-606-008
Subject category: Production and Operations Management
Authors: Andrew P McAfee (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 2005
Version: 30 August 2006
Length: 1 pages
Data source: Generalised experience
Topics: Customer relationship management; Information management; Information technology; Marketing information systems; Mutual funds; Sales agents
View full details