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Harry Rosen: Digitizing Customer Relationships

Vania Sakelaris, Nicole R.D. Haggerty

Product #:W27514
Supplier:Ivey
Discipline:Information Systems, Strategy
Setting:Canada, 2020
Details:Case (PDF) • 11 pages • 2022-02-22

Subjects:

Digital transformationBusiness managementTechnology and analyticsInformation systemsStrategy

Industries:

Goods, trade, and consumer services

Geography:

North AmericaCanada
Your Price:$9.71

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Ian Rosen, the recently appointed executive vice-president of Digital and Strategy at Harry Rosen Inc. (Harry Rosen), a successful men’s retail chain founded by Ian’s grandfather in 1954, must decide on a technology solution to support the advancement of his proposed digital strategy for Harry Rosen. The decision-making challenges he is encountering in early 2020 are compounded by the onset of the global pandemic and resulting impacts on the luxury menswear family retail business. Given the timing of the onset of COVID-19, the challenges and opportunities related to the replacement and upgrading of the company’s e-commerce platform have been heightened. Strategic investment and the seamless execution of a new digital strategy are imperative components of the sustainability of the retailer’s success. Ian must review and consider three different options, finalize his decision and proposal, and be prepared to launch earlier than originally planned.

Learning Objectives

This case is well-suited to courses in management information systems, operations, and marketing at the undergraduate and graduate levels.

Working through this case will allow students to do the following:
  • Understand the role that technology can play in the advancement of a strategy.
  • Understand the role of business leaders in strategic decision-making related to the implementation of technology projects.
  • Assess the pros and cons of the technology solution options reviewed by the protagonist.
  • Familiarize themselves with the leader conviction required to advance a transformation effort in a high-risk macroeconomic environment and deal with the associated uncertainty.
  • Build an understanding of consumable commerce.
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Case Study: Harry Rosen: Digitizing Customer Relationships (English version) | Ivey Publishing