Case Study

Tetra Pak(C): Implementing new initiatives

14 pages
June 2003
Reference: IMD-5-0606

The C-case describes Tetra Pak’s decision to implement the customer satisfaction survey among all its local operations worldwide. The case also lists a number of other initiatives to re-orient the organization towards its customers and improve customer satisfaction. Among these initiatives are: customer win-back program, key account management, employee satisfaction initiative, and balanced scorecard. The over-riding question is: Will all these initiatives help redress the customer satisfaction problem?

Keywords
Change Management, Customer Orientation, Industrial Marketing, Key Account Marketing, Marketing, Marketing Implementation, Value Chain Marketing
Settings
Italy
2000-2002
Type
Field Research
Copyright
© 2002
Available Languages
English, Italian, Japanese, Chinese
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This case study is part of a series
  • Tetra Pak (A): The challenge of intimacy with a key customer
  • Tetra Pak (B): The customer satisfaction initiative
  • Tetra Pak (C): Implementing new initiatives
  • Tetra Pak (D): Results achieved (and the remaining issues)
2005 EFMD AWARD WINNER (Marketing)
This case study is part of a series
  • Tetra Pak (A): The challenge of intimacy with a key customer
  • Tetra Pak (B): The customer satisfaction initiative
  • Tetra Pak (C): Implementing new initiatives
  • Tetra Pak (D): Results achieved (and the remaining issues)
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Tetra Pak (A): The challenge of intimacy with a key customer
By Kamran Kashani and Janet Shaner
Case reference: IMD-5-0604 ©2002
Summary
The A-case of this series describes a failed attempt to sell new packaging machinery to a key Italian customer facing declining sales and profits i...
2005 EFMD AWARD WINNER (Marketing)
Best-selling Case Study
Reference IMD-5-0604
Copyright ©2002
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications

Tetra Pak (B): The customer satisfaction initiative
By Kamran Kashani and Janet Shaner
Case reference: IMD-5-0605 ©2002
Summary
The B-case describes Tetra Pak's second proposal to its key Italian customer, a strategy that is finally accepted. At the same time an internationa...
2005 EFMD AWARD WINNER (Marketing)
Reference IMD-5-0605
Copyright ©2002
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications

Tetra Pak (C): Implementing new initiatives
By Kamran Kashani and Janet Shaner
Case reference: IMD-5-0606 ©2002
Summary
The C-case describes Tetra Pak's decision to implement the customer satisfaction survey among all its local operations worldwide. The case also lis...
2005 EFMD AWARD WINNER (Marketing)
Reference IMD-5-0606
Copyright ©2002
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications

Tetra Pak (D): Results achieved (and the remaining issues)
By Kamran Kashani
Case reference: IMD-5-0607 ©2002
Summary
The D-case describes some of the results achieved within the first two years following the implementation of customer satisfaction initiative. Some...
2005 EFMD AWARD WINNER (Marketing)
Reference IMD-5-0607
Copyright ©2002
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications