Case Study Best Buy Co. Inc.: Customer Centricity Model.
EMC2: Delivering Customer Centricity Case Solution, This case introduces the concept of customer orientation and pursues its development at EMC, the world leader in data storage hardware and information mana.
The four strategies they plan to use to get to this financial goal are Customer Centricity, Efficient Enterprise, Service, and Entertainment. Some ways Best Buy has been saving money is by improving human resources, reduce fixed headcount, lower health care costs, increased productivity, and reduced their production cost to construct new stores.
EMC2: Delivering Customer Centricity case study solution, EMC2: Delivering Customer Centricity case study analysis, Subjects Covered Business to business Customer relationship management Marketing strategy Sales force management Social media Technology by Thomas Steenbur.
It is a good illustration of how to implement a strategy built on customer centricity and customer intimacy. An interesting element of this case study is the emphasis on managing by values rather than rules and on realigning the whole value chain to make sure the value creation is indeed managed at the customer level, forcing a corporate structure that is very innovative.
Wharton Online: Making the Case for Customer Centricity. When coming up with innovative products or new brand messages is no longer the most viable growth strategy, how do companies create a competitive advantage? Some are turning to a relatively new solution: customer centricity.
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In November 2004, The Wall Street Journal reported that consumer electronics retailer Best Buy's new customer approach was to shun the 'devils' among its customers. The 'customer centricity' initiative, which was led by Best Buy's CEO Brad Anderson, was based on an analysis of the purchase histories of several customer groups.