Publications
Publications
  • March 1996 (Revised January 1997)
  • Case
  • HBS Case Collection

America Online: Using Information Technology to Better Serve the Customer

By: James I. Cash Jr. and Judy E. Stahl
  • Format:Print
  • | Language:English
  • | Pages:20
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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. "America Online: Using Information Technology to Better Serve the Customer." Harvard Business School Case 396-290, March 1996. (Revised January 1997.)

About The Author

James I. Cash

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