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CASE: Managing Customer Relationship Gaps at SKF
Stockholm University, Stockholm, Sweden.
Stockholm University, Stockholm, Sweden.
Hanken School of Economics, Helsinki, Finnland.ORCID iD: 0000-0002-4081-9737
Stockholm School of Economics , Stockholm, Sweden.
2015 (English)In: Journal of Business Market Management, ISSN 1864-0753, E-ISSN 1864-0761, Vol. 8, no 2, 455-463 p.Article in journal (Refereed) Published
Abstract [en]

This teaching case study focuses on SKF, a leading supplier of products, services and solutions. It consists of an overview of the company and then a narrative concentrating on the sudden loss of a large customer relationship. Moreover, it explores how central individuals devise various strategies to recover the relationship. The purpose is to stimulate a discussion concerning alternative ways for handling such relationship losses. The case is especially suited as a starting point for discussions of different marketing strategies and customer relationship tactics. Teaching notes are provided with discussion questions and possible answers. 

Place, publisher, year, edition, pages
Springer Gabler, 2015. Vol. 8, no 2, 455-463 p.
Keyword [en]
Service, Disintermediation, Industrial marketing, Intermediaries, Servitization, Solutions
National Category
Business Administration
URN: urn:nbn:se:liu:diva-121407OAI: diva2:854803
Available from: 2015-09-17 Created: 2015-09-17 Last updated: 2015-10-15Bibliographically approved

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Kowalkowski, Christian
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Journal of Business Market Management
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