In 2019, Toyota launched KINTO, its new mobility services brand, in Europe - to address the increasing shift in consumer preferences from ownership to on-demand usership. KINTO was only the third brand to be launched by Toyota in its history (after Toyota and Lexus). This signaled to the market that the world's largest automaker was serious about transforming from a car manufacturer to a mobility company. The case describes how, under the leadership of Tom Fux, the fledgling company grew through market-by-market deployment of KINTO-branded services across Europe. To build a robust foundation and spur progress, KINTO leveraged the strengths of various Toyota enterprises, including Toyota Financial Services, Toyota Insurance Services, and technological partner Toyota Connected Europe. Toyota's retailer network also played a crucial role. KINTO enabled the retailers to go beyond their traditional sales and maintenance role to offer new mobility services to give customers access to their preferred vehicles when and where they want, for as long as they like. Over time, KINTO's services expanded into car subscriptions, car sharing, carpooling and multi-modal solutions tailored to private individuals, businesses and cities. By 2021, KINTO was well placed to address the demand for smart, innovative and flexible mobility services depending on the maturity of different markets. As Tom Fux moved to his next role in Toyota, Miguel Fonseca took charge as the new CEO of KINTO Europe. He pondered how he could launch the company on its next growth trajectory. • How could KINTO become a one-stop-shop for future mobility solutions? • How could the company scale up its services in different countries? • How could the leadership balance organic and inorganic growth to secure new business opportunities?

This is an MIT Sloan Management Review article. Many western multinationals have a tough time finding local talent in East Asia -a problem that global companies originating in East Asia don't seem to face. One problem: The cultural values and expectations of those doing the hiring and those seeking the jobs are at odds.

At the time of the case the good enough segment was growing about three times as quickly as the premium segment and Danfoss was thinking about entering this fast growing market. To do this Danfoss had evaluated several of the local Chinese players as acquisitions targets, and had picked Holip as the best potential target. Erhardt Jessen, a vice president of the division, has to recommend whether to acquire Holip and, if yes, the strategy that Danfoss Motion Controls should adopt for Holip. Key issues that he would have to address included the continued use of the Holip brand and the degree to which Holip should be integrated into Danfoss. The (A) case describes the overall Danfoss situation and issues and describes in some detail the history of Holip, its business model and its strategy. It was written with the support of both Danfoss and Holip management teams. Learning objectives: The case gives participants an opportunity to deepen their understanding of the issues a multinational manufacturer of high performance products must address as it faces increasing competition from local players manufacturing good enough products. Participants also have an opportunity to learn how a somewhat typical small, low cost Chinese manufacturer operates. Participants can look at the pros and cons of entering the good enough segment and the advantages and disadvantages of using an acquisition as the entry vehicle. Finally, they have an opportunity to understand the issues that need to be resolved to successfully leverage the acquisition to achieve the company's objectives in the good enough market segment. Depending on the course's learning objectives, the Danfoss-Holip case series can be taught either by using the A case followed by the B case, or by using the A1 and A2 cases followed by the B-case.

This case series explores the issues faced by the key account manager appointed to handle one of the company's major accounts, but one that is just about to walk out the door. The cases demonstrate efforts to turn the situation around, including improved knowledge of the client's business and industry, cross-company team building, and a governance process for continual improvement. Learning objectives: The learning objective is to demonstrate how key account management can be the most productive way to increase sales and profits: sell more to existing customers. This requires well coordinated and sometimes difficult actions from the business units and divisions. The case emphasizes the need for the whole team, and not just the key account manager, to invest time in building relationships with the client and become more customer-centric. There are some interesting issues as to who should make decisions, have power, and where the P&L should reside. These depend, in the end, on the history and culture of the organization.

This case series explores the issues faced by the key account manager appointed to handle one of the company's major accounts, but one that is just about to walk out the door. The cases demonstrate efforts to turn the situation around, including improved knowledge of the client's business and industry, cross-company team building, and a governance process for continual improvement. Learning objective: The learning objective is to demonstrate how key account management can be the most productive way to increase sales and profits: sell more to existing customers. This requires well coordinated and sometimes difficult actions from the business units and divisions. The case emphasizes the need for the whole team, and not just the key account manager, to invest time in building relationships with the client and become more customer-centric. There are some interesting issues as to who should make decisions, have power, and where the P&L should reside. These depend, in the end, on the history and culture of the organization.

Since it was founded in 1988, Ping An Insurance has grown to become China's second largest life insurance underwriter and third largest property and casualty insurer. The company's ambition is to build on its local market success to become a leading regional and global integrated financial services provider within the next 10 years. The case focuses on strategy execution and illustrates how Ping An has developed and will continue to develop its business and information capabilities to meet existing and future customer needs. It examines the culture of the company and what it can and should do to drive its rapid growth through intense customer focus and market-based product innovations.

Customer relationship management (CRM) requires the alignment of three building blocks: insight into customer decision making, information about customers, and information processing capability. However, its emphasis on the latter has outpaced the first two, so that CRM rarely realizes its full potential. The guidelines presented here can help managers build a full-spectrum information portfolio for CRM that, through the thoughtful integration of existing tools, information properties, and communication channels, can provide a more complete picture of customers and form the basis for long-lasting and profitable relationships with them.