Case | HBS Case Collection | March 1996 (Revised January 1997)

American Online: Using Information Technology to Better Serve the Customer

by James I. Cash Jr. and Judy E. Stahl

Abstract

Mike Connors, president of AOL Technologies, examines several efforts to correct operational problems inhibiting the company's growth. What will need to be done to support growth and counter competition from Prodigy, Compuserv, and Internet-related services?

Keywords: Customer Focus and Relationships; Management Analysis, Tools, and Techniques; Service Operations; Problems and Challenges; Competitive Strategy; Information Technology; Technology Industry;

Citation:

Cash, James I., Jr., and Judy E. Stahl. "American Online: Using Information Technology to Better Serve the Customer." Harvard Business School Case 396-290, March 1996. (Revised January 1997.)