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Compact case
Published by: International Institute for Management Development (IMD)
Originally published in: 2008
Version: 05.11.2018
Revision date: 11-Dec-2018

Abstract

In August 2006, Alain Piguet, head of customer relationship management (CRM) at KONE, was preparing for a steering group meeting at which it would be decided whether to roll out, across the entire organization, the piloted CRM system he and his team had been working on for the past six months. In order to pursue its strategic priorities, KONE was transforming itself to be a more globally market-driven company. This led to a number of customer initiatives such as customer segmentation, new customer processes and e-business tools as well as the decision to implement a CRM solution. In 2006 KONE was the only company in the industry to consider globally implementing a CRM solution in 42 countries.

Geographical setting

Region:
World/global
Country:
Finland

Featured company

KONE
Employees:
10000+

About

Abstract

In August 2006, Alain Piguet, head of customer relationship management (CRM) at KONE, was preparing for a steering group meeting at which it would be decided whether to roll out, across the entire organization, the piloted CRM system he and his team had been working on for the past six months. In order to pursue its strategic priorities, KONE was transforming itself to be a more globally market-driven company. This led to a number of customer initiatives such as customer segmentation, new customer processes and e-business tools as well as the decision to implement a CRM solution. In 2006 KONE was the only company in the industry to consider globally implementing a CRM solution in 42 countries.

Settings

Geographical setting

Region:
World/global
Country:
Finland

Featured company

KONE
Employees:
10000+

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