Case Studies

    • Chapter 1: Strategic Customer Relationship Management Today

      Starbucks: Delivering Customer Service

      Youngme Moon, John A. Quelch

      Revision Date: Jul 10, 2006

      Publication Date: Jul 31, 2003

      Source: HBS Premier Case Collection

      Product number: 504016-PDF-ENG

 

    • Chapter 2: Relationship Marketing and the Concept of Customer Value

      ISS: Driving Profits through Customer Satisfaction

      Werner Reinartz, C. Lelong

      Case -Reference no.: 506-033-1

      Published by: INSEAD (2006)

 

    • Chapter 3: Strategic CRM

      Harrahs Entertainment, Inc.

      Rajiv Lal, Patricia Martone Carrolo

      Revision Date: Jun 14, 2004

      Publication Date: Oct 25, 2001

      Source: HBS Premier Case Collection

      Product number: 502011-PDF-ENG

 

    • Chapter 4: Implementing CRM Strategy

      Customer Relationship Management at Capital One (UK)

      W. Reinartz, U. Wiehr

      Condensed version -Reference no.: 503-085-1

      Published by: INSEAD (2003)

 

    • Chapter 5: Customer Analytics Part I

      Internet Customer Acquisition Strategy at Bankinter

      F. Asis Martinez-Jerez, V.G. Narayanan, Lisa Brem

      Revision Date: Mar 16, 2007

      Publication Date: Feb 12, 2003

      Source: Harvard Business School

      Product number: 103021-PDF-ENG

 

    • Chapter 6: Customer Analytics Part II

      Pilgrim Bank (A): Customer Profitability

      Frances X. Frei, Dennis Campbell

      Revision Date: Aug 25, 2005

      Publication Date: Oct 19, 2001

      Source: HBS Premier Case Collection

      Product number: 602104-PDF-ENG

      Pilgrim Bank (B): Customer Retention

      Frances X. Frei

      Revision Date: Aug 22, 2005

      Publication Date: Oct 16, 2001

      Source: Harvard Business School

      Product number: 602095-PDF-ENG

 

    • Chapter 7: Data Mining

      Netflix Leading with Data: The Emergence of Data-Driven Video

      Russell Walker, Mark Jeffery, Linus So, Sripad Sriram, Jon Nathanson, Joao Ferreira, Julia Feldmeier

      Publication Date: Apr 01, 2010

      Source: Kellogg School of Management

      Product number: KEL473-PDF-ENG

 

    • Chapter 10: Loyalty Programs: Design Effectiveness

      GuestFirst Hotel (A): Customer Loyalty

      Frances X. Frei, Dennis Campbell

      Revision Date: Dec 10, 2006

      Publication Date: Nov 26, 2001

      Source: Harvard Business School

      Product number: 602099-PDF-ENG

      GuestFirst Hotel (B): Taking Advantage of Panel Data

      Frances X. Frei, Dennis Campbell

      Revision Date: Aug 25, 2005

      Publication Date: Nov 26, 2001

      Source: Harvard Business School

      Product number: 602111-PDF-ENG

      Green Hills Market Loyalty Program

      James Lattin, Meredith P. Jensen

      Publication Date: Apr 20, 2009

      Source: Stanford Graduate School of Business

      Product number: M318-PDF-ENG

      Nectar: Making Loyalty Pay

      John Deighton

      Revision Date: Dec 05, 2005

      Publication Date: Dec 02, 2004

      Source: Harvard Business School

      Product number: 505031-PDF-ENG

 

    • Chapter 11: Campaign Management

      Pepsi Canada: The Pepsi Refresh Project

      Matthew Thomson, Ken Mark

      Publication Date: Sep 22, 2011

      Source: Richard Ivey School of Business Foundation

      Product number: W11191-PDF-ENG

 

    • Chapter 12: Impact of CRM on Marketing Channels

      Media Saturn: you never change a winning go-to-market strategy – do you?

      W. Reinartz, J. Seyfi

      Case -Reference no. 511-032-1

      Published in: 2011

 

    • Chapter 13: Customer Relationship Management Issues in the Business-to-Business Context

      Hunter Business Group

      Das Narayandas, Elizabeth Caputo

      Revision Date: Mar 08, 2002

      Publication Date: Dec 01, 1999

      Source: Harvard Business School

      Product number: 500030-PDF-ENG

      WESCO Distribution, Inc.
      Das Narayandas

      Revision Date: Feb 09, 1998

      Publication Date: Nov 10, 1997

      Source: Harvard Business School

      Product number: 598021-PDF-ENG

 

  • Chapter 14: Customer Privacy Concerns and Privacy Protection Response

    Privacy Issues and Monetizing Twitter

    Deborah Compeau, Nicole R.D. Haggerty, Shady Fraiha

    Publication Date: Apr 15, 2011

    Source: Richard Ivey School of Business Foundation

    Product number: W11037-PDF-ENG