On an autumn day in September 2003, Robert Swanborough made his way down a thick carpet in hallway Purolator office in Toronto, Canada, for a meeting with his two deputies. Some months earlier, Swanborough, then vice president of marketing, has been appointed Vice-President for Sales Effectiveness Sales on a transformed line. In the past week, the team had to top management presented the results of the research, customer segmentation Swanborough had contracted while in the mark … Read more »

On an autumn day in September 2003, Robert Swanborough made his way down a thick carpet in hallway Purolator office in Toronto, Canada, for a meeting with his two deputies. Some months earlier, Swanborough, then vice president of marketing, has been appointed Vice-President for Sales Effectiveness Sales on a transformed line. In the past week, the team had announced the results of customer segmentation research by top management, Swanborough had contracted while in marketing. The research identifies customers who are willing to pay more for the services that Purolator had or could order them would be payable. The planned new Sales Effectiveness team ….
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from
Rajiv Lal,
Catherine Ross
Source: Harvard Business School
32 pages.
Release Date: 6 March 2008. Prod #: 508054-PDF-ENG
Purolator Courier Ltd. HBR case solution