Case | HBS Case Collection | 1999 (Revised from original 1999 version)
by Stephen P. Bradley and Kelley Porter
Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For IMG, the case touches on the competition in the billing and customer care side of the business. This involves competing with your customers to outsource the business as well as the potential threats from Lucent and Portal in selling software. For CMG, the case deals with the critical need to shift from call centers to contact centers.
Keywords: Customer Focus and Relationships; Customer Satisfaction; Growth and Development Strategy; Management Practices and Processes; Service Delivery; Service Operations; Strategy; Competitive Strategy; Corporate Strategy; Information Industry; Service Industry;
Citation:
Bradley, Stephen P., and Kelley Porter. "Convergys Corporation." Harvard Business School Case 700-042, September 1999. (Revised from original September 1999 version.)
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Case | HBS Case Collection | 2013 (Revised from original 2009 version)
Live Nation Faces the Music
Stephen P. Bradley, Frank Cespedes and Kerry Herman
Keywords: Change Management; Decision Choices and Conditions; Music Entertainment; Five Forces Framework; Business and Stakeholder Relations; Corporate Strategy; Entertainment and Recreation Industry; Music Industry; Service Industry;
Background Note | HBS Case Collection | 2012 (Revised from original 2010 version)
Book Publishing in 2010
Stephen P. Bradley and Nancy Bartlett
Keywords: Price; Information Publishing; Books; Disruptive Innovation; Demand and Consumers; Distribution; Strategy; Technology; Internet; Publishing Industry;
Case | HBS Case Collection | 2011 (Revised from original 1993 version)
Crown Cork & Seal in 1989
Stephen P. Bradley
Keywords: Leadership; Five Forces Framework; Management Succession; Organizational Change and Adaptation; Organizational Structure; Competitive Strategy;