Amanda Tremblay at Citrine Solutions - Case Solution

What is the situation at Citrine Software Solutions? Who is Amanda

Tremblay, and what dilemma is she facing?

Amanda Tremblay, a recent MBA with a technical background, was recruited by Citrine Software Solutions (CSS). CSS, based in Ottawa, Ontario, Canada, develops, implements, and supports software-as-a-service (SaaS) products for human resource management and associated business processes.

While working for CSS, Amanda was forced to accept system improvements by her sales team.

The entry strategy of Amanda does not seem to be suitable for the business requirements of Vietnam. Amanda felt that recruiting and training consultants would be an expensive process. Some customizations were needed in her strategy.

As Amanda asked them about consumer frustrations, Quan and Giang began accusing each other. Amanda received an alarming customer satisfaction report as further integration processes were needed. Amanda felt that she was being a victim of patriarchy.

Who are the major and minor actors in the case?

1.) Amanda Tremblay – A software engineer with two years of experience in writing security software code at BlackBerry, MBA Graduate, strategic planning role at CSS.

2.) Mark Feinsted – Recently named director of CSS’s Asia division; previously served as the subsidiary manager for Japan.

3.) Nguyen Lanh Duc – A director of business development, previously worked as a senior sales executive at FPT Group, excelled in building relationships with top business people(Good network), but lacked focus and attention to detail.

4.) Tran Binh Quan – A director of operations, worked for ten years at PeopleSoft’s Bangkok office, started as a project manager, and his career progress soon had him leading a large group of implementation consultants, good technical knowledge, and managerial skills.

5.) Pham Minh Giang – Customer support manager, understands the adult learning process, skills to build both our internal training and our external client coaching and support processes, lacks deep business experience

Protagonist – Amanda Tremblay