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Case
Thomson Financial: Building a Customer-Centric Firm
Author(s)
In December 1999, Thomson Financial (TF) began a radical transformation from 41 divisions toward a more integrated firm, organized around customer-segments. This required active, coordinated involvement from business, organization and technology functions, as well as sustained investment and execution through the crises of the technology market crash and September 11, 2001. By 2005 TF had emerged as one of the top three financial information firms globally (with Bloomberg & Reuters). LEARNING OBJECTIV Understand: 1. Building the customer-centric firm;
Date Published:
12/31/2006
Discipline:
Management;Organizational Behavior;Strategy;Technology
Key Concepts:
Business strategy, organizational strategy, synchronicity, customer-centered, customer-centric, technology strategy, organizational change, organizational transformation, difficult market environments
Citations:
Sawhney, Mohanbir, Robert Wolcott. Thomson Financial: Building a Customer-Centric Firm. 5-405-753 (KEL237).