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Identifying disruptive customers to nurture for long-term growth

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dc.contributor.advisor Sharmila C. Chatterjee. en_US Sharma, Pranab en_US
dc.contributor.other Sloan School of Management. en_US 2012-09-13T18:56:30Z 2012-09-13T18:56:30Z 2012 en_US 2012 en_US
dc.description Thesis (S.M.)--Massachusetts Institute of Technology, Sloan School of Management, 2012. en_US
dc.description Cataloged from PDF version of thesis.. en_US
dc.description Includes bibliographical references (p. xxxiii- xxxvi). en_US
dc.description.abstract A subset of customers in a service-company's portfolio, seem unattractive to serve. Such customers neither align with the core of the company's business nor do they represent a straight-forward investment opportunity that the company aims to harvest in the short-to-medium term. However, serving such customers could lead to a significant change in the business model of the firm in the medium-to-long term and help the firm build competencies to remain relevant in the evolving business environment. The thesis proposes a framework that firms can use to identify such disruptive customers and to manage project execution with such customers. Depth interviews are used to validate the framework. Interviews are conducted with executives from firms that focus on business-to-business customers in the service industries, specifically consulting, technology and telecom. en_US
dc.description.statementofresponsibility by Pranab Sharma. en_US
dc.format.extent vi, 32, vii-xxxvi p. en_US
dc.language.iso eng en_US
dc.publisher Massachusetts Institute of Technology en_US
dc.rights M.I.T. theses are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. See provided URL for inquiries about permission. en_US
dc.rights.uri en_US
dc.subject Sloan School of Management. en_US
dc.title Identifying disruptive customers to nurture for long-term growth en_US
dc.type Thesis en_US S.M. en_US
dc.contributor.department Sloan School of Management. en_US
dc.identifier.oclc 808133990 en_US

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