Capital One, a credit card company, has built its business on a strategy with a clear customer focus: The company systematically gathers and analyses information on its customers in order to correctly assess their individual credit risk and to offer products and services tailored to their individual needs. The case is designed to illustrate how the concept of customer relationship management (CRM) can be translated into strategy, organizational design, hiring, marketing processes, and IT infrastructure of a company.

【書誌情報】

ページ数：35ページ

サイズ：A4

商品番号：HBSP-INS687

発行日：2003/1/4

登録日：2015/9/28