Customer

Case Solution for Predicting Customer Churn at QWE Inc.

Complete Case details are given below :

Case Name : Predicting Customer Churn at QWE Inc.

Authors : Anton Ovchinnikov

Source : Darden School of Business

Case ID : UV6694

Discipline : General Management

Case Length : 04 pages

Plagiarism : NO (100% Original work)

Description for case is given below :

This field-based case is an efficient vehicle for exposing students to predictive analytics as applied to discrete events with logistic regression. The VP of customer services for a successful start-up wants to proactively identify customers most likely to cancel services or “churn.” He assigns the task to one of his associates and provides him with data on customer behavior and his intuition about what drives churn. The associate must generate a list of the customers most likely to churn and the top three reasons for that likelihood. Although the name of the company and individuals are disguised, the data are real and adjusted by an unspecified constant so that all relationships are preserved.

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Case Solution for Managing Customer Relationships in Offshore Outsourcing: B2Bcs, an Israeli Consulting Firm

Complete Case details are given below :

Case Name : Managing Customer Relationships in Offshore Outsourcing: B2Bcs, an Israeli Consulting Firm

Authors : Arup Kumar Das, Sangeeta Shah Bharadwaj, Kate M. Kaiser

Source : Ivey Publishing

Case ID : W11081

Discipline : International Business

Case Length : 10 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

This case has been written to teach concepts in offshore outsourcing to students in business management courses as well as courses in strategy and information systems. The primary goal of this case study is to examine the process of establishing the offshore outsourcing of projects.

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Case Solution for DoubleClick, Inc.: Gathering Customer Intelligence

Complete Case details are given below :

Case Name : DoubleClick, Inc.: Gathering Customer Intelligence

Authors : Ken Mark, Scott Schneberger

Source : Ivey Publishing

Case ID : 901E05

Discipline : Information Technology

Case Length : 16 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

DoubleClick, Inc., with global headquarters in New York City and over 30 offices around the world, was a leading provider of comprehensive Internet advertising solutions for marketers and web publishers. It combined technology, media, and data expertise to centralize planning, execution, control, tracking, and reporting for online media companies. DoubleClick was able to track Internet users’ surfing habits (but not the surfers’ identities), allowing it to personalize ads for specific market groups. When DoubleClick announced it was merging with Abacus Direct, a direct marketing company with a database of consumer names, addresses, and retail purchasing habits of 90% of American households, it raised many privacy-related questions and concerns. Several Internet privacy activists had filed a formal complaint with the Federal Trade Commission after being informed by media sources that DoubleClick had the ability to divulge a person’s identity by merging the databases of the two companies and matching the information in “cookies” with a surfer’s profile. The president was confident that its internal practices were sound, but he wondered whether they would placate advertising clients afraid of consumer backlash, the concerns of Internet surfers, and the company’s investors.

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Case Solution for Sydney Water Customer Information and Billing Systems (B)

Complete Case details are given below :

Case Name : Sydney Water Customer Information and Billing Systems (B)

Authors : Michael Parent

Source : Ivey Publishing

Case ID : 908E13

Discipline : Information Technology

Case Length : 03 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

Sydney Water’s new customer information and billing system (CIBS), its largest information technology project ever, was over-budget and very late, with no end in sight. In the (A) case, the board of directors must decide what action to take with regards to management’s actions, and regarding the project contractor, PricewaterhouseCoopers. The (B) case outlines what happened afterwards. The cases span a 10-year period – from inception to litigation. The case is useful as a tool to explore governance issues at the board and senior management levels as they pertain to enterprise risk management and IT risk.

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Case Solution for Sydney Water Customer Information and Billing System (A)

Complete Case details are given below :

Case Name : Sydney Water Customer Information and Billing System (A)

Authors : Michael Parent

Source : Ivey Publishing

Case ID : 908E12

Discipline : Information Technology

Case Length : 04 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

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Case Solution for Customer Segmentation and Business Model Evolution at Unbounce

Complete Case details are given below :

Case Name : Customer Segmentation and Business Model Evolution at Unbounce

Authors : Raymond Pirouz, Ken Mark

Source : Ivey Publishing

Case ID : W14260

Discipline : Entrepreneurship

Case Length : 07 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

In December 2011, the co-founder of Unbounce, a Vancouver-based software services start-up, is considering expanding into the enterprise user space. Unbounce got its start providing turnkey landing pages – web pages specific to current advertising campaigns – to the small and medium-sized enterprise market. Within 18 months, the company has achieved thought leadership in this space, has a list of paying customers and has built its support team from six to 25 people. The challenge is that since the entire company is focused on its core market segment, entering the enterprise user space means that different capabilities will have to be developed. Will developing the enterprise user market prevent the competition from invading this space or will it mean alienating and perhaps losing its current customers? What is the best plan for going forward?

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Case Solution for Grocery Gateway: Customer Delivery Operations

Complete Case details are given below :

Case Name : Grocery Gateway: Customer Delivery Operations

Authors : P. Fraser Johnson

Source : Ivey Publishing

Case ID : 902D03

Discipline : Operations Management

Case Length : 07 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

As Canada’s largest direct online grocer, Grocery Gateway provided home delivery to approximately 125,000 customers in the Greater Toronto area, which covered a territory of approximately 3,200 square kilometres. Grocery Gateway’s management staff was concerned that the company had been met only 67 per cent of its target of making four deliveries per hour. Consequently, the vice-president of industrial engineering and operations had been asked to make some recommendations aimed at improving delivery operations. These recommendations would be presented at Grocery Gateway’s next weekly management meeting. There are a number of options that were worth considering. The vice-president’s job was to pinpoint those options and assess how each one might affect the company’s existing operation. The final choice would have to reflect and maintain Grocery Gateway’s focus on low cost and high service.

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Case Solution for Toronto Transit Commission: Service Quality and Customer Perception

Complete Case details are given below :

Case Name : Toronto Transit Commission: Service Quality and Customer Perception

Authors : Jana Seijts, Dino Pupulin, Ken Mark

Source : Ivey Publishing

Case ID : W12272

Discipline : Strategy

Case Length : 16 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

The chief public relations (PR) strategist for SG Media is using the Toronto Transit Commission (TTC) as an example in her public relations training session. In 2011, the TTC has been in the news because of a combination of poorly managed fare hike announcements and the perception of lax service quality. Consumers have taken to publishing, on social media sites, images of TTC employees seemingly in violation of service standards. The strategist is thinking about an appropriate PR strategy that the TTC could rely on to rectify its image.

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Case Solution for Trojan Technologies, Inc.: Organizational Structuring for Growth and Customer Service

Complete Case details are given below :

Case Name : Trojan Technologies, Inc.: Organizational Structuring for Growth and Customer Service

Authors : John H. Eggers, Greg Upton

Source : Ivey Publishing

Case ID : 99M019

Discipline : General Management

Case Length : 08 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

A group of Trojan Technologies, Inc. employees grappled with the issue of how to structure the business to interact effectively with its customers and manage the company’s dramatic growth. The London, Ontario manufacturer of ultraviolet water disinfecting systems believed that strong customer service was key to its recent and projected growth and had come to the realization that changes would have to be made to continue to achieve both simultaneously. The group hoped to develop a structure to address these issues. The executive vice president was to lead the development and implementation of the new structure. The transition to the new structure was to coincide with the new fiscal year.

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Case Solution for Comfort Class Transport: Does Customer Service Need an Overhaul?

Complete Case details are given below :

Case Name : Comfort Class Transport: Does Customer Service Need an Overhaul?

Authors : Michael J. Roberts, Paul E. Morrison

Source : HBS Brief Cases

Case ID : 4374

Discipline : Service Management

Case Length : 11 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

Description for case is given below :

The general manager of a chauffeured limousine transport company is concerned about underperformance at the company’s customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with prospective customers, scheduling pickups, providing pricing, confirming appointments, and handling billing inquiries. Customers have complained about extended wait times to speak with someone and about abandoned calls. On the other hand, customer satisfaction with the firm’s fleet vehicles and drivers is extremely high. The general manager worries that call center service quality will limit the company’s ability to expand operations into new markets. The company’s founder has asked the general manager to look into the problems and propose solutions. Students must analyze the capacity utilization and demand for the call center while also considering the costs of problems including abandoned calls.

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