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Hewlett-Packard: Customer Experience


THE BEACHHEAD INITIATIVEThis case study focuses on Hewlett-Packard’s (HP) commitment to customers to lead the industry in delivering an unbeatable experience to every customer while doing business with HP. The Beachhead Initiative was designed and launched to produce quick wins in key accounts across the computer and services organization.Driving Outstanding Customer Experience at Hewlett-PackardTHE BEACHHEAD INITIATIVEThe goal of the HP Beachhead Initiative was to work with a few Corporate accounts and to position HP as a trusted member of the customer’s extended enterprise, a status that HP labeled ‘trusted advisor’. If the initiative was successful, it would be expanded across many enterprise accounts who desired a consultative, value added relationship with HP. The Beachhead initiative initially focused on 2 accounts starting in November of 2003, scaled to 15 accounts in 2004, and was expanded to 50 accounts in 2005.This case study includes:•    How the business impera...
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