The
Context
Southfield had always differentiated itself by
focusing on custom packing and cushioning for its Clients. Because of this,
client service has always been a key component of their strategy with their
industry leading 60% annual client retention rate, 25% higher than industry
average.
The two central characters in the Southfield Packaging
case find themselves in a special situation during the time that the case is
written. On the surface, it appears that both men are aligned in their goal to
do what is best for the growth of the company, however, a gap can be seen
between the two men in how they think this can be best achieved.