This case study describes a leading consumer electronics and PC manufacturer that was losing market share and experiencing customer satisfaction issues. To address this, the company conducted customer segmentation analysis using their customer database and a customer satisfaction study. This revealed that their best customers - early adopters of new PC products - were experiencing service issues that threatened brand preference. As a result, the company implemented an integrated CRM program targeting high-value customers, revised their customer service strategy based on the satisfaction study, and provided targeted online customer service content. These actions successfully grew the company's market share by 11% in the first year and improved their customer service ranking in their industry from 4th to 1st over two years.