(20 points)

Thomson functions as a diffuse, multi-domestic conglomerate without a discernable culture of customer-centricity. In such a company structural and cultural factors often made it difficult to foresee, and then deal with, issues of collaborative account management when a company's largest and most important customer relationships go global.

Forum Posting:

Leaving aside the very large management issues of company structure and culture, your job is still to bring Westlaw UK and Westlaw Germany successfully to market without completely alienating your best customers: the world's largest law firms. How would you propose leveraging your learnings with Westlaw UK's global customers to approach Thomson's CIO with a plan to develop and deploy systems tools (CRM, ERP, DRM) which would make it technically possible for Westlaw's disparate business units to jointly manage global accounts?

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