Thomson Financial: Building the Customer-Centric Firm

Kellogg School of Management Cases

ISSN: 2474-6568

Publication date: 20 January 2017


Understand: 1. Building the customer-centric firm; “synchronizing” marketing (branding and sales), organizational, and technological infrastructure to focus on customer segments rather than products. 2. Making transformative, long-term investments under difficult circumstances. 3. Coordinating business, organization, and technology strategies throughout a long-term transformation process.



Wolcott, R. and Sawhney, M. (2017), "Thomson Financial: Building the Customer-Centric Firm", Kellogg School of Management Cases.

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