Analyzing how a small customer-focused team changed how an entire public company treated customers /
At Cameroon Telecommunications, the new Chief Executive Officer, appointed in 2018, defined a new strategic orientation focusing on customer centricity and change management. The execution of the new strategy initially suffered from a lack of operational guidelines. To align with the new orientation...
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| Format: | eBook |
| Language: | English |
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London :
SAGE Publications: SAGE Business Cases Originals,
2023.
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| Series: | SAGE business cases.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| Summary: | At Cameroon Telecommunications, the new Chief Executive Officer, appointed in 2018, defined a new strategic orientation focusing on customer centricity and change management. The execution of the new strategy initially suffered from a lack of operational guidelines. To align with the new orientation, a regional business unit team implemented a transformation program, applying best customer experience practices derived from various discipline areas. Their refocus changed the way the business operated in the unit and in the entire company. With clear positive results achieved, the program was not only a success for the unit but was also at the center of the global transformation of the company to a customer-centric organization. This is an example of driving change from bottom to top. Students will be asked to explore the challenges encountered and best strategies to build a customer-centric organization, especially in public companies. |
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| Physical Description: | 1 online resource. |
| ISBN: | 9781529616781 1529616786 |