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Caja Navarra: Reporting Customer Profitability... to Customers

Davila, Antonio ; Aranda, C. ; Arellano, J.

Reference: C-747-E
Number of pages: 13
Geographic Setting: España
Publication Date: Sep 26, 2008
Fecha de edición: Jan 1, 2015
Source: IESE (España)
Type of Document: Case

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Description

The case can be used to teach customer profitability analysis in a service firm (bank). The case describes the decision of a bank (CAN) to disclose customer profitability to its customers. It describes how customer profitability is estimated and alternatives to this approach to estimating it. It also describes the bank's strategy that led to its decision to report to customers how much the bank makes on each one of them.

Keywords

Costs Profit Profitability