Chapter | The Search for Organic Growth | 2006

Linking Customer Management Efforts to Growth and Profitability

by Das Narayandas and Douglas Bowman

Keywords: Customer Relationship Management; Profit; Business Growth and Maturation;

Format: Print

Citation:

Narayandas, Das, and Douglas Bowman. "Linking Customer Management Efforts to Growth and Profitability." In The Search for Organic Growth, edited by Edward D. Hess, and Robert K. Kazanjian, 192–210. Cambridge, U.K.: Cambridge University Press, 2006.

This case is about how the Boston Consulting Group has approached innovation from its founding to the present day. It discusses the role of the firm's talent market and client market in developing these innovations.

In April 2013, Ron Johnson (HBS '84) stepped down after just 18 months as CEO of J.C. Penney. In his brief tenure, Johnson, an acclaimed retailer respected for his innovation and success in shaping the retail image at Target and Apple, introduced dramatic departures from J.C. Penney's traditional retail approach, and enacted changes quickly and simultaneously, with little market testing. Over Johnson's final 12 months as CEO, J.C. Penney shares dropped more than 50%. The case describes the environments at Target, Apple, and J.C. Penney during Johnson's tenure and how his experiences may have shaped the strategies that he implemented while CEO at J.C. Penney.

General Information

Academic Programs

Alumni

Faculty & Research

Recruit

Resources

Faculty & Research

Linking Customer Management Efforts to Growth and Profitability

About the Author

More from the Author

Contact

Related Links

Resources