Author: C.K. Prahalad, M.S. Krishnan, Luis Xavier Benavides, Joshua Bloom, Himayat Khan
Product Type: Case
Product #: 1-428-833
Publication Date:01/2010
Length: 12
Keywords: Strategic Management; Strategy; Management; Asia; Innovation; BOP; Outsourcing; Customer Relationship Management; Analytics; IT; Information Technology; Globalization; Technology; Globalization of Services;
| Discipline: | Strategic Management |
| Industry: | Information Technology |
| Region: | Asia |
| Topic: | Customer Relationship Management
Globalization of Services
Innovation
Outsourcing
Technology Management |
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This case study is an in-depth analysis of 24/7 Customer, a business process outsourcing company that exemplifies many of the tenets that can be found in the book The New Age of Innovation, by professors CK Prahalad and MS Krishnan. 24/7 Customer has managed to harness the power of predictive analytics to provide value for its clients and those clients' customers.
Students will learn about changes in the IT outsourcing industry, the keys to the success of 24/7 Customer's model, and the challenges to continuously innovating to provide cutting-edge customer service, improve sales, and optimize talent internally.
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