Case study: Customer value via an Intranet: A case application of B2E at HCL Technologies

  • Authors:

  • Mohini Singh

  • Affiliations:

  • School of Business Information Technology, RMIT University, GPO Box 2476V, Melbourne 3001 Victoria, Australia

  • Venue:
  • International Journal of Information Management: The Journal for Information Professionals
  • Year:
  • 2009

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Abstract

The case study illustrates another genre of the B2E (business to employee) model, implemented at a large Indian IT organisation to engage its employees in order to create value for its customers. The main focus of the empirical analysis is the counterintuitive strategy to ensure customer loyalty and increased revenues by transforming the relationship between the management and the employees. A brief outline is presented of the B2E model and a case analysis of issues is derived.