HBSP (USA)
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Transforming Strategy One Customer at a Time (Spanish version)
Harrington, Richard J.; Tjan, Anthony K.Article HBS-R0803DStrategyA decade ago, the Thomson Corporation, like most B2B companies, had a much better understanding of the people who purchased its newspapers, journals, and textbooks for their organizations than of the people who actually used them in their daily jobs. Facing an internet shakeup of its market, Thomson realized it needed to bridge that critical knowledge gap. The company began systematically scrutinizing its end users--in much the same way that Proc...Starting at €8.20