TEACHING NOTE FOR CASE: Managing Customer Relationship Gaps at SKF
Journal of Business Market Management(2015)
摘要
This teaching case was designed to stimulate creative and critical thinking among graduate students majoring in marketing or management through their engagement in a reality-based situation involving a strategic managerial challenge. The central challenge is how business-to-business firms such as SKF can handle situations where various kinds of third-party actors are entering between them and their end customers. Such “third party threats” may possibly enable them to reach some of their end-customers more effectively but, more importantly here, it may also negatively influence their relationships with the customers. In this teaching note, the challenge is linked to issues such as: commoditization, value, servitization, branding, and relationship management
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关键词
business administration
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