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When It's Time to Expand Beyond the Base (HBR Case Study)

Reference: HBS-R1705X-E
Number of pages: 4
Publication Date: Sep 1, 2017
Source: HBSP (USA)
Type of Document: Article

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Description

The new CMO of an extreme-race company is on the hook to come up with a way to further monetize the underexploited brand while also fixing customer pain points related to the registration process. She and the COO propose a premium membership that allows die-hard fans to buy early access to race registration, but tests on social media reveal strong animosity toward the program among some racers. Should the company pull the plug or move forward, potentially upsetting the company's most loyal customers? This fictional case study features expert commentary by Michael Bolingbroke and Huib van Bockel. For teaching purposes, this is the case-only version of the HBR case study. The commentary-only version is reprint R1705Z. The complete case study and commentary is reprint R1705N.

Keywords

Brand equity Brand management Customer feedback Customer retention Marketing strategy