CASE: Managing customer relationship gaps at SKF

Artikel

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.

Object Details

• Language: Englisch

References and Relationships

• Bibliographic citation: Journal: jbm - Journal of Business Market Management ; ISSN: 1864-0761 ; Volume: 8 ; Year: 2015 ; Issue: 2 ; Pages: 455-463 ; Berlin: Freie Universität Berlin, Marketing-Department

Classification and Topics

• Classification: Management
• Subject: Service ; Disintermediation ; Industrial marketing ; Intermediaries ; Servitization ; Solutions

Contributors, Places and Time

• Event: Geistige Schöpfung
• (who): Nordin, Fredrik ; Brozovic, Danilo ; Kowalkowski, Christian ; Vilgon, Mats
• Event: Veröffentlichung
• (who): Freie Universität Berlin, Marketing-Department
• (where): Berlin
• (when): 2015

Further information

• Handle: http://hdl.handle.net/10419/123258
• URN: urn:nbn:de:0114-jbm-v8i2.1108
• Last update: 10.03.2025, 11:44 AM CET