CASE 9

AMANDA
TREMBLAY AT
CITRINE
SOFTWARE
SOLUTIONS
CASE FACTS

 Amanda Tremblay was recruited at Citrine Software Solutions (CSS) based in Canada
 Amanda was forced to accept system improvements by her sales team
 The entry strategy of Amanda does not seem to be suitable for the business requirements of Vietnam
 Amanda felt that recruiting and training consultants was expensive
 The strategy of Amanda needs some customizations
 As Amanda asked them about consumer frustrations, Quan and Giang began accusing each other.
 Amanda received an alarming customer satisfaction report as further integration processes were needed.
 Amanda felt that she was dominated by the male society
 Q&A

Question 1: Should Amanda stick to her original business plan, make a one-time customization exception or even rethink
the entire strategy?
 Amanda should rethink on the entry strategy as it is clearly failing in various aspects. The organization should make active
efforts to not to lose more SMEs and big company clients.
 She should go ahead with back-office technical support, though it’d cost it would make them survive flourish in the long run,
and regarding getting cooperation from sister company subsidiaries, Trembly should seek help McGraw and should plan
accordingly.

Question 2: Was it wise or even feasible to push back against the proposed relocation of local data centers ?
 No. It is not wise or feasible to push back against the proposed relocation of local data centers as it may directly impact on
the sales and affect on the operations concerned with the local data centers.
 It might straightforwardly affect on the deals and influence on the tasks worried about the local data centers.

Question 3: What is the best way to address the internal consultant problem threatening the customer support ?
 Providing the required training to CSS consultants and in educating customers of or product and service.
 Amanda should make constant efforts to reduce the cultural difference among her managers
RECOMMENDATIONS Developing strong employee Build quality of service Enhancing team building and
relations teamwork

Implement appropriate As the initial approach of the

strategies for recruiting and
employee development
company did not seem to
work as expected, listening
to the customers needs and
delivering the goods might
be the best option.