Dow Chemicals' Customer-Centric E-Business Strategy

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Case Details:

Case Code : ITSY033
Case Length : 14 Pages
Period : 2002 - 2004
Pub Date : 2004
Teaching Note :Not Available
Organization : Dow Chemicals
Industry : Science & Technology
Countries : USA

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Strategic Management Formulation, Implementation, & Control, 12e

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Awards for Customer-Centricity Contd...

With more than five million visits per year, Dow's website (www.dow.com) was one of the company's most important customer communication tools. The website provided 24/7 access to news and information on Dow's businesses, manufacturing facilities, corporate operations, financial reports and product technical data. Dow was recognized as one of the most customer-centric companies in the chemical industry, and one that used IT and internet enabled technologies to serve its customers. The company received several awards for its proactive application of IT/internet for providing better customer service (Refer Exhibit I for the awards won by Dow).

IT and Systems Case Studies | Case Study in Management, Operations, Strategies, IT and Systems, Case Studies

In 2000, Dow was third among the Fortune 100 companies and was the only chemical company to be listed in the 'Global Top 10' in providing electronic customer service.

For this, the company received the 'Swift-E Award for Excellence in Electronic Customer Service' from California-based Brightware, a leading vendor of CRM software.

In 2001, InternetWeek placed Dow among the 'top 100 e-business companies' in the US for effective use of internet in enhancing customer and supplier relationships. The US President honored Dow with the 'National Medal of Technology' in 2002 for its innovative technological initiatives and its impact on the chemical industry and society. All these awards and recognitions bear testimony to Dow's customer-centric culture...

Excerpts >>

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