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Complete Case details are given below :
Case Name : Understanding Customer Profitability at Charles Schwab
Authors : F. Asis Martinez-Jerez
Discipline : Organizational Behavior
Case Length : 24 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
Charles Schwab is transforming into a customer-centric organization. Central to this cultural and organizational change is the utilization of customer profitability at different decision-making levels. Examines several technical aspects of the ABC cost system, as well as the change in budgeting and performance measurement introduced by the new profitability system. The system also shows how ABC informs segment and individual customer decisions (such as pricing or process improvement). Also examines Charles Schwab's necessary organizational changes (incentives, decision rights, etc.), as customer centricity is implemented throughout the firm.
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