Abstract

This case discusses the customer-centric e-business strategy of Dow Chemicals (Dow), the leading chemicals and allied products company in the world. It examines the way in which Dow focused on providing better customer service by proactively using IT/Internet enabled technologies. The case describes the various IT initiatives of Dow including MyAccount@Dow, Elemica and DowNET to improve customer satisfaction. The benefits Dow derived from these IT initiatives are also highlighted.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• E-Business strategy of a chemicals company.

Keywords

Customer-centric, e-business, strategy, Dow Chemicals, Dow, chemicals, allied products, Dow, customer service, proactively, IT, Internet enabled technologies, MyAccount@Dow, Elemica, DowNET, customer satisfaction