Nordin, Fredrik Brozovic, Danilo Kowalkowski, Christian Vilgon, Mats
Year of Publication:
[Journal:] jbm - Journal of Business Market Management [ISSN:] 1864-0761 [Volume:] 8 [Year:] 2015 [Issue:] 2 [Pages:] 455-463
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.
Service Disintermediation Industrial marketing Intermediaries Servitization Solutions