Charlotte Beers at Ogilvy and Mather Worldwide. The case describes how successful new CEO Beers takes over an old advertisement agency and revamps the institution.

beliefs and values of the people in the organization.. The best way to do that is to start with

Although all of above factors played very important role in the success of ERP implementation, the most important one should be the clear understanding of its strategic goal. Cisco did correctly to define themselves and realize the current problem and make plan

1) Institutionalize Brand Stewardship: develop an internal culture of pride and ownership in Brand Stewardship with the appointment of a Brand Stewardship Officer and the symbolization of key successes with a Brand Hall of Fame. The Brand Stewardship Officer (“BSO”) can create a cross-regional and cross-service group to organize education seminars and training across the company. The BSO will be a strong signal that O&M is directionally focused on integrating this new philosophy. Furthermore, the creation of a Hall of Fame will create public recognition of successes such as Jaguar and American Express, which will allow employees to see the fruits of their labors. It also provides concrete examples to countervail doubters and detractors.

Identify your customers: _______________________________________________________________ Craft a dedicated brand message: ______________________________________________________ Creating Image of the brand: __________________________________________________________ Providing consistent quality: ___________________________________________________________ Brand recognition: ____________________________________________________________________ Consumer Ownership: ________________________________________________________________ Packaging: ___________________________________________________________________________ Contingency Planning_________________________________________________________________ 29 30 30 30 31 31 31 32

 Customer Relationship Marketing is a practice that encompasses all marketing activities directed toward establishing, developing, and maintaining successful customer relationships. The focus of relationship marketing is on developing long-term relationships and improving corporate performance through customer loyalty and customer retention (Peppers & Rogers, 1997).

Modify the organizational structure to facilitate collaboration among the company's various regional and local offices and central office; and

My initial impression of Charlotte Beers, based on the case study “Charlotte Beers at Ogilvy & Mather Worldwide,” is that she is good at being her authentic self, and employs a number of leadership tactics, including charismatic leadership, coalitional leadership, and, to a degree, she appears to be attempting transformational leadership; however, it’s evident that there is something lacking in the end results of her attempts at revitalizing Ogilvy & Mather Worldwide (Ibarra & Sackley, 2011). Although Beers uses good communication with her senior managers in an attempt to build her coalition and get their buy-in on her vision of this concept of Brand Stewardship, and she does listen to feedback from her people, it appears as though she hasn’t been able to clearly articulate her vision well enough to bring it to that next level of “embeddedness” (Daft & Lane, 2015). The lack of support she ultimately receives from the senior managers is preventing Beers from becoming the sort of transformational leader she is striving to be, or even needs to be, in order to facility the types of revolutionary changes she’s attempting to instill in the organization. The majority of the company’s employees appear to be set in the old mindset of how advertising is successfully created, and there doesn’t appear to be much of a sense of community between the various office locations which span the globe. They’re lacking “followership.” If she is truly going to bring the concept of “Brand

An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)

Beers recognized the need for a fundamental change in O&M to revitalize the organization. O&M was the world’s sixth largest advertising agency. Beers wanted to fully utilize the existing competencies and assets of the company to chart a new course for the agency. She wanted to bring the company out of the status quo and regain the

2. Hire a management team to replace or train existing employees about the individual departments so that all business is handled in a professional manor and stay organized.

The image of the company is a lot dependent on how everyone will interpret and implement the message of the Statement of Vison and Values. Clients now view O&M people as “uninvolved, distant, and reserved”. Beers needs a way to reach all employees as effectively as she has done with the few key people: challenging them to be more creative, to toss aside the old rules and really embrace the new Vison.

Jess Westerly is the assistant product owner of CRM applications for computer and office supply wholesalers and retailers at Kauflauf. It is a fast-growing provider of subscription enterprise software headquartered in Heidelberg, Germany. Being new and outsider Westerly tries to implement a change in sales call patterns and failed. She introduced and explained the changes to the sales department through a memo that outlined her directive and explained the reasons behind it. Field consultants (FC) immediately offended and complained about the

Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service

O&M moved to interactive brand communication from static brand awareness to reach out the dark market, low income consumer. It brought out the revolution in Indian marketing that provided the way to reach out the rural audience. Through this revolutionizing step O&M gained lot of respect, within as well as outside the industry.

2000, managers plowed millions of dollars into information systems meant to track and strengthen customer relationships. Often built around complex software packages, these customer relationship management (CRM) systems promised to allow companies to respond efficiently, and at times instantly, to shifting customer desires, thereby bolstering revenues and retention while reducing marketing costs. But most firms failed to reap the