Countrywide Porter Novelli: Excellence in customer service
This case describes the different elements that contributed to Countrywide Porter Novelli (CPN), a UK public relations consultancy, winning an award for excellence in customer service in the business-to-business category in the UK. The case explores the company’s unique culture, describes how the company manages its relationships with its customers in a highly competitive and volatile environment and finally demonstrates the important influence of employee satisfaction on overall company performance. CPN was now part of a large international communications group and the founder and current chairman was about to retire. What would the future hold for this innovative PR consultancy? Could they continue to excel in customer relations with tight profitability and performance demands of the new group?
2000
Cranfield University
Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email info@thecasecentre.org
Harvard Business School Publishing
60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email custserv@hbsp.harvard.edu
NUCB Business School
1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email ng_nicole@nucha.ac.jp
IMD retains all proprietary interests in its case studies and notes. Without prior written permission, IMD cases and notes may not be reproduced, used, translated, included in books or other publications, distributed in any form or by any means, stored in a database or in other retrieval systems. For additional copyright information related to case studies, please contact Case Services.
Research Information & Knowledge Hub for additional information on IMD publications
Assortment optimization presents a complex challenge for retailers, as it depends on numerous decision factors. Changes in assortment can result in demand redistribution with multi-layered consequences. This complexity is even more pronounced for ...
Understanding conflict in family businesses is a complex but essential study area for practitioners and academics. To enhance theoretical precision and provide practical insights, this article presents a comprehensive framework of family business ...
We systematically review business research concerning the planetary boundaries framework: A natural science framework that identifies nine Earth system boundaries that govern the safe operating space for humanity. Ten years after the introduction ...
Shenzhen Power-Solution (SPS), founded in 2009 in China as an entrepreneurial venture, disrupted traditional lighting markets in African villages with its flagship product, Candles Killer. This solar lamp, priced under $5, replaces hazardous keros...
This is a riveting case about poor board governance at Theranos that fostered a culture of deception and led to the company's collapse and the criminal conviction of its celebrated founder, Elizabeth Holmes. Case A outlines the establishment and g...
in European Journal of Operational Research August 2025, vol. 324, no. 3, pp. 799-813, https://doi.org/10.1016/j.ejor.2025.01.035
Research Information & Knowledge Hub for additional information on IMD publications
in Journal of Family Business Strategy June 2025, vol. 16, no. 2, 100660, https://doi.org/10.1016/j.jfbs.2025.100660
Research Information & Knowledge Hub for additional information on IMD publications
in Journal of Management Studies June 2025, vol. 62, no.4, pp. 1811-1846, https://doi.org/10.1111/joms.13150
Research Information & Knowledge Hub for additional information on IMD publications
in I by IMD
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
in I by IMD
Research Information & Knowledge Hub for additional information on IMD publications
in I by IMD
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications