Dow Chemicals' Customer-Centric E-Business Strategy

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Case Details:			Price:
Case Code	:	ITSY033	For delivery in electronic format: Rs. 400; For delivery through courier (within India): Rs. 400 + Shipping & Handling Charges extra Themes e-business
Case Length	:	14 Pages
Period	:	2002 - 2004
Pub Date	:	2004
Teaching Note	:	Not Available
Organization	:	Dow Chemicals
Industry	:	Science & Technology
Countries	:	USA

Abstract:

This case discusses the customer-centric e-business strategy of Dow Chemicals (Dow), the leading chemicals and allied products company in the world.

It examines the way in which Dow focused on providing better customer service by proactively using IT/Internet enabled technologies.

The case describes the various IT initiatives of Dow including MyAccount@Dow, Elemica and DowNET to improve customer satisfaction. The benefits Dow derived from these IT initiatives are also highlighted.

IT and Systems Case Studies | Case Study in Management, Operations, Strategies, IT and Systems, Case Studies

Issues:

» Understand the importance of a customer-focused e-business strategy for the growth of any organization.

» Recognize the role of IT in integrating different business processes and technologies to make them more customer-oriented.

Keywords:

Customer-centric, e-business, strategy, Dow Chemicals, Dow, chemicals, allied products, Dow, customer service, proactively, IT, Internet enabled technologies, MyAccount@Dow, Elemica, DowNET, customer satisfaction

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