IESE (España)
-
Linkality's Call Center
Bitran, Gabriel R.; Mitchell, Jordan; Rocha e Oliveira, PauloCase M-1221-EMarketing, Service and Operations ManagementLinkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkalitys call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center ma...Starting at €8.20
-
Pompeii: un paso adelante
Ferrándiz, Luis; Iniesta, Francisco; Villanueva, JulianCase M-1394Information Technologies, Leadership and People Management, Marketing, StrategyEn 2021, Pompeii vendía más de 81.000 zapatillas y su facturación se acercaba a los cinco millones de euros. La zapatilla Higby se consolidaba como su "best seller" y el modelo marcaba tendencia entre la gente joven española de clases acomodadas, fundamentalmente de Madrid, aunque en 2021 el 15% de las ventas ya eran fuera de España. Su canal de venta físico, ya con 5 tiendas, había demostrado que podía ser un gran complemento al canal digital qu...Starting at €8.20
-
Mercadona Tech: separar la ducha de la bañera
Villanueva, Julian; Ferrándiz, LuisCase M-1396Information Technologies, Marketing, Service and Operations ManagementEn Mayo de 2022 Mercadona, de la mano de su división de e-commerce, estaba considerando cómo seguir creciendo. Hasta ese momento se había desarrollado lo que era probablemente el único supermercado online rentable en España. El modelo logístico de colmenas estaba operando en tan solo tres ciudades: Valencia, Madrid y Barcelona. Después de seis años había llegado el momento de expandirse a nivel nacional. Mercadona facturaba 510 millones de euros ...Starting at €8.20
-
Mercadona Tech: Separating the Shower From the Bathtub
Villanueva, Julian; Ferrándiz, LuisCase M-1396-EInformation Technologies, Marketing, Service and Operations ManagementIn May 2022, Mercadona, along with its e-commerce division, was looking for ways to continue growing. They had developed what was probably the only profitable online supermarket in Spain up to the moment. The hive logistics model was operating in just three cities: Valencia, Madrid, and Barcelona. After six years, the time had come to expand domestically. Mercadona invoiced ?510m in e-commerce, but half of those sales (?263m) were done where the ...Starting at €8.20
-
Zinio: "Byting" into a Paper World (Condensed)
Mitchell, Jordan; Nueno, José Luis; Villanueva, JulianCase M-1222-EMarketingIn the late summer of 2006, Raúl Suárez, managing director of Zinio Spain, was talking with Joan Solà, CEO of AccesoGroup, about how they could make Zinio into a profitable and viable business in Spain. As CEO of AccesoGroup (a prominent media intelligence and analysis company within Spain), Solà had signed a franchise deal with Zinio Systems, Inc. of San Francisco, California in mid-2005 to market Zinio in Spain.Starting at €8.20
-
Triumph: comercializando acero británico (A)
Mitchell, Jordan; Villanueva, Julian; Iniesta, FranciscoCase M-1217MarketingA principios de 2007, Tue Mantoni, director comercial de Triumph, abrió su Financial Times y leyó: "Triumph, el fabricante de las emblemáticas motocicletas británicas, ha aumentado sus ventas gracias en parte a los moteros renacidos, clientes mayores que intentan recuperar el espíritu despreocupado de su juventud" . Las ventas de unidades de Triumph se habían incrementado un 18,3%, de 31.600 en 2005 a 37.400 en 2006 . En los cinco últimos años, l...Starting at €8.20
-
Interflora España: crecimiento del canal online
Ferrándiz, Luis; Iniesta, FranciscoCase M-1387MarketingInterflora, una compañía que facilitaba servicios de compra y entrega a distancia a cerca de 50.000 floristerías en más de 150 países, había sido pionera en el concepto de la venta de flores frescas a domicilio. Ese concepto era sencillo: un comprador elegía un ramo, bien en una floristería asociada, bien a través del canal digital o el call center de Interflora. Una vez elegido el ramo, su pedido se transmitía al florista más cercano del lugar d...Starting at €8.20
-
Pompeii: A Step Forward
Ferrándiz, Luis; Iniesta, Francisco; Villanueva, JulianCase M-1394-EInformation Technologies, Leadership and People Management, Marketing, StrategyIn 2021, Pompeii sold over 81,000 pairs of sneakers and its turnover was close to ?5 million. The Higby sneaker was cementing its position as a best seller, and the model was a trendsetter among affluent young Spaniards, mainly in Madrid, though in 2021, 15% of sales were already outside Spain. The company's physical sales channel, which included five stores by that point, had shown that it could work very well as a complement to the digital chan...Starting at €8.20
-
Zinio: hincándole el "byte" al papel (condensado)
Mitchell, Jordan; Nueno, José Luis; Villanueva, JulianCase M-1222MarketingA finales del verano de 2006, Raúl Suárez, director general de Zinio España, conversaba con Joan Solà, consejero delegado de AccesoGroup, sobre cómo podrían hacer de Zinio un negocio viable y rentable en España. Como consejero delegado de AccesoGroup (una prominente empresa de seguimiento y análisis de medios de comunicación que operaba en España), Solà había firmado un acuerdo de franquicia con Zinio Systems, Inc. de San Francisco, California, a...Starting at €8.20
-
Triumph: Marketing British Steel (A)
Mitchell, Jordan; Villanueva, Julian; Iniesta, FranciscoCase M-1217-EMarketingIn early 2007, Tue Mantoni, commercial director for Triumph, opened up the Financial Times, and read: "Triumph, the manufacturer of iconic British motorcycles, has raised sales thanks partly to "Born-again bikers" - older customers trying to recapture the carefree spirit of their youth. Triumph's unit sales had increased by 18.3% growing from 31,600 units in 2005 to 37,400 units in 2006. Over the past five years, the company's sales had grown at...Starting at €8.20