Thomas & Betts: Becoming partner of choice via customer centricity
The case briefly reviews the history of the Thomas & Betts (T&B) company, a maker of electrical components and connectors for the industrial, construction, and utility markets. Based on a legacy of product innovation, an extensive distribution network, and customer-service capabilities, T&B became the largest supplier of electrical components in North America. Its comprehensive product portfolio and order fulfilment capabilities enabled it to deliver on a value proposition to its distribution customers of ‘one order, one shipment, and one invoice.’ The case focuses on efforts begun in 2009-10 to rebuild profitable growth after the global financial crisis based on market orientation, customer-centric product innovation, and value-added solutions. A new customer segmentation model enabled T&B to better understand the demands of end users in different market verticals and tailor offerings to their needs. In 2012, the company was acquired by engineering giant ABB. The case touches on issues arising from the ABB acquisition regarding how T&B can maintain its distinctive business model and capabilities while completing the integration with ABB’s global organizational structure.
Understand the actions and capabilities required to foster ‘customer-centric’ innovation and fuel profitable growth by delivering exceptional value from primarily ‘low-tech’ products.
Thomas and Betts, Manufacturing, Electric and Electronic Equipment
2010-2016
Cranfield University
Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email [email protected]
Harvard Business School Publishing
60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email [email protected]
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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- Thomas & Betts: Becoming partner of choice via customer centricity
- Thomas & Betts: The value-based pricing decision
- Thomas & Betts: Becoming partner of choice via customer centricity
- Thomas & Betts: The value-based pricing decision
Research Information & Knowledge Hub for additional information on IMD publications
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Case reference: IMD-7-2636 ©2025
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