The document discusses issues in the relationship between ABB and Caterpillar such as a disconnect with the customer, a lack of understanding of each other's business models, and undefined roles and responsibilities at ABB. It recommends mending strained ties by fulfilling customer demands, creating a joint steering committee, and following a network-oriented approach to co-create value. This would involve implementing a global customer management program and taking a network-oriented approach to customer relationship management.

1. Group 5
Avinash Singh (GSEP13CMM023)
Kautilya Tyagi (GSEP13CMM026)
Prajakta Talathi (GSEP13CMM031)
Vihaan Chaudhary (GSEP13CMM037)

2.  Disconnect with customer, dictating terms while deciding price, delivery times, and
quantity.
 No understanding of each other’s business models among ABB and Caterpillar.
 No defined roles and responsibilities within ABB.
 BU not ready to work in synergy with GAM to manage current key accounts like
Caterpillar.
 No training or communication with BU to define the functions of GAM and their
importance.

3. Mend
strained
ties with
Caterpillar
by fulfilling
all their
demands.
Create a
steering
committee
comprising
of ABB and
Caterpillar
Follow a
network
oriented to
develop co-
creation of
value.

4.  Implement Global Customer Management (GCM) program.
 Incorporate Network-oriented approach to manage Customer relationship.