Alain Piguet: Leading the customer relationship management initiative
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.
Evaluate strategic initiatives and different types of implementation practices and how they contribute to performance. More specifically, discuss the role of pilots during the implementation phase.
2006
Cranfield University
Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
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Harvard Business School Publishing
60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
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NUCB Business School
1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]
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in MIT Sloan Management Review Summer 2024, vol. 65, no. 4
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