by | February 7, 2013 · 12:16 pm
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A Case Study on Customer Relationship Management: ACE Hardware

Introduction: Ace Hardware Corporation is blazing into its 83rd year of business on a growth and performance tear that would be remarkable in a company a tenth its age. The firm recorded $3.46 billion in wholesale sales during 2005, a 5.4 percent increase over 2004 and the largest annual gain since 1998. It added 131 new stores with 1.7 million square feet of retail selling space during the year, opened a 788,000 square foot retail support center, and welcomed the 10 millionth customer to it’s Helpful Hardware Club loyalty program.



A Case Study on Customer relationship management: ACE Hardware

The outstanding financial performance and robust growth that Ace enjoys today are driven by a strategic campaign of reinvestment and infrastructure renewal, initiated in 2000, that has refurbished its retail stores and reinforced the ranks of local owner-investors. Less visible but equally important has been a wholesaleto- retail shift in the firm’s business model that has allowed the firm to forge new bonds with its retail customers while maintaining the unique independence of local Ace retailers..Click here to read more…



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