Cisco's Organization Culture |
ICMR HOME | Case Studies Collection Please note: This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source. |
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Background Note
By 1991, Cisco's support centre was receiving around 3,000 calls a month,
which increased to 12,000 by 1992. To deal with the large volume of
transactions, it built an online customer support system on its site.
In 1997, it introduced the dial-in access from desktop computers that enabled customers to place orders without accessing the Internet. In the same year, it also introduced customized business applications for its customers' corporate Intranets and automated the ordering process by linking directly to Cisco's internal systems. Commenting on the growth of Cisco in the late 1990s, Jeremy Duke, analyst at market research firm In-Stat7 said, "They are entering into the zone of the great phone companies, as moneymakers and as builders of infrastructure. There's nobody like them."8...
6] Acronym for File Transfer Protocol. One of the
oldest and most popular methods of sending files across the Internet. |
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