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Compact case
Case
-
Reference no. IMD-5-0606-IT
Italian language
Subject category: Marketing
Published by: Institute for Management Development (IMD)
Originally published in: 2009
Version: 26.10.2009

Abstract

This is an Italian version. 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? A video 'IMD-5-0604-V' is available to accompany the case series.
Industry:
Size:
EUR7 billion, 22,000 employees
Other setting(s):
2000-2002

About

Abstract

This is an Italian version. 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? A video 'IMD-5-0604-V' is available to accompany the case series.

Settings

Industry:
Size:
EUR7 billion, 22,000 employees
Other setting(s):
2000-2002

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