Simulation | 1997

Managing Customers For Profits - Interactive CD-ROM Simulation

by N. Narayandas and Steve Peterson

Keywords: Customer Relationship Management; Profit;

Language: English

Format: Print

Citation:

Narayandas, N., and Steve Peterson. "Managing Customers For Profits - Interactive CD-ROM Simulation." Simulation and Teaching Note. 1997. (Winner of Gold CINDY (Cinema in Industry) Award presented by International Association of Audio Visual Communicators.)

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.

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