Questions for Case Discussions

Questions for Case Discussions Case 1: Dilemma of a Bank Manager (Classes during October 13 to 16) 1. How much loan Siddhant should give to different applicants? Justify your answers. 2. Is it compulsory for Siddhant to consider the applications of all these applicants? Why or why not? 3. What other measures Siddhant can take to strengthen customer relationships at DBI, Dwarka. 4. Suggest a new acquisition plan for increasing the number of customers at DBI. 5. Suggest a model with evaluation criteria to handle such situations

Case 2: Personal Shoppers at Sears: The Elf Initiative (Classes during October 13 to 16) 1. What is Sears trying to accomplish with the introduction of the Elf Program? 2. Can the Elf program program help Sears to increase its sales revenue or profitability? How? 3. Does the Elf program represent a competitive advantage? 4. How likely is it to succeed? What metrics would you use to monitor the Flf program and evaluate its success?

Case 3: Infosys’s Relationship Scorecard (Classes during October 20 to 23) 1. How does Infosys’ customer -centric -centric organization compare with that of other companies? What challenges does this organization try to address? What tensions do these challenges create, and how does Infosys deal with them? 2. What is the role of the RSC in a customer relationship? What does an RSC offer that is not already contained in the client’s SLAs? S LAs? What are the opportunities and challenges involved in  building an RSC? 3. Infosys has learned through its RSCs that some customers are dissatisfied with its team turnover. How would you respond to Apted’s request to keep the best people in the Syngenta team? How would you deal with this issue from Syngenta’s perspective? 4. How should Sanjay deal with the challenges and tensions that have arisen with the use of the RSC? Could you help Sanjay design an action plan to improve the RSC? Should Infosys

make it a priority for EMs to get their clients to embrace RSCs? Should Sanjay suggest using the RSC earlier in the relationship with a client? Is there any change that you would introduce to the content of the RSC?

Case 4: Nectar (Classes during October 27 to 30) 1. What should Justin King do with the program? 2. What should Rob Gierkink do with the program to keep Sainsbury’s happy? 3. What should he do to keep the other sponsors happy? 4. What should he do to keep the collectors collecting?

Case 5: Hilton Hotel (Classes during November 3 to 7) 1. Evaluate the direct and indirect impacts of CRM initiatives on both efficiency of operations and company effectiveness. 2. Evaluate the competitive impact of CRM initiatives as well as the trade-offs associated with a standardized CRM approach in multi-brand operations. 3. Explain the steps associated with design, development, and implementation of CRM systems and processes in a large multi-unit global service organization. 4. Calculate the return on investment on CRM based on a combination of financial and nonfinancial data. 5. Evaluate the options available for CRM 2.0 initiatives (i.e., projects designed to expand on basic CRM functionalities). 6. Evaluate the performance of the Customers Really Matter initiative to date 7. What do you think Hilton leadership should do after the Blackstone acquisition? Should they further invest in CRM or simply maintain the status quo? 8. What aspects of Hilton’s CRM should be strengthened, if any, and how?