Case | HBS Case Collection | June 2008

Rackspace Hosting in Late 2000

by James L. Heskett and W. Earl Sasser


The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video clips describing the shift to a more customer-focused approach.

Keywords: Customer Focus and Relationships; Finance; Management Teams; Service Operations; Customer Ownership; Strategy;


Heskett, James L., and W. Earl Sasser. "Rackspace Hosting in Late 2000." Harvard Business School Case 808-166, June 2008.