(Harvard Business Review and MIS Quarterly) III. The Problem Although 3Ms decentralized structure was good for innovation, it was an obstacle for the customers. Customers were seeing the 3M business units as a set of individual business instead of one unified company. Each business unit recorded its sales and product and customer information in its own database...
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Each business unit recorded its sales and product and customer information in its own database. There was no system in place among the business units to access each other's databases. As a result, 3M did not know how much business it did with a specific customer. Therefore, 3M could not take advantage of cross selling opportunities through "comparing same-customer purchase information" or "analysing buying patterns across product categories"...
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