| Case Title |
Building Relationships in a Service Organization |
| Case Author(s) |
Harsha Ram G.
|
| University |
T. A. Pai Management Institute
(TAPMI), Manipal, India |
| Abstract |
The case concerns the problem faced by a bank which intended to build
a customer relationship model for its selected retail clientele. It describes
the background of the bank's establishment and the evolution of private
banking in India. The case gives a profile of the bank's target customer.
The organizational structure of the bank and its information technology
function are also described. The case could be used in the discussion of
concepts such as customer relationship management (CRM), resources planning
for a CRM set-up, and performance measures of a CRM initiative. |
| Available In |
MIP Case Collection |
| Publisher |
T. A. Pai Management Institute (TAPMI),
Manipal, India |
| Publisher Case No. |
1999-2001-04 |
| Distributor(s) |
T. A.
Pai Management Institute (TAPMI), Manipal, India
|
| Pub/Rev Date |
4/1/01 |
| ISBN |
|
| Case Length |
4 |
| Teaching Note |
No |
| Pub TN Ref No. |
|
| Pages (TN) |
|
| Issues |
Customer Relationship; Financial
Services; Services Marketing |
| Organisation(s) |
|
| Countries |
India |
| Industry |
Financial Services |
| Period Covered |
1999-2001 |
| Level |
Postgraduate |