How Skandia AFS defines and grows its customer base

Abstract

Outlines AFS’s non‐hierarchical structure and the way AFS conducts its business by co‐operating with specialists to create competitive products. Describes how AFS defines and identifies its customer, and how it then uses that profile to gain new customers.

Citation

Moberg, G. (1996), "How Skandia AFS defines and grows its customer base", Managing Service Quality: An International Journal, Vol. 6 No. 5, pp. 24-26. https://doi.org/10.1108/09604529610127071