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Research Details

Thomson Financial: Building a Customer-Centric Firm

Abstract

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;

Type

Case

Author(s)

Mohanbir Sawhney, Robert Wolcott

Date Published

07/14/2016

Citations

Sawhney, Mohanbir, and Robert Wolcott. Thomson Financial: Building a Customer-Centric Firm. Case 5-405-753 (KEL237).

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