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Multiasistencia: Redefining the Relationship with Its Service Professionals
Martinez-Jerez, F. Asis; Perez, Maria Garcia; Miller, KatherineCase HBS-113143-EAccounting and ControlMultiasistencia, a major Spanish BPO of insurance repairs, is changing the relational contract with its service professionals from a referral model to a guaranteed workload one.Starting at €8.20
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Bancaja: Developing Customer Intelligence (A)
Martinez-Jerez, F. Asis; Miller, KatherineCase HBS-107055-EMarketingIn 1996, CEO Fernando Garcia Checa wanted to make customer analytics a part of Bancaja's new strategy. Bancaja, a savings bank based in Valencia, Spain, was expanding and wanted to exploit customer information to increase commercial effectiveness. At the same time, it was pushing for innovation in the nascent Spanish credit card market. To avoid the considerable investments of time and money that a large-scale customer relationship management (CR...Starting at €8.20
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Bankinter: Deploying the Mortgage Simulator to the Branches
Martinez-Jerez, F. Asis; Miller, KatherineCase HBS-107070-EFinanceDescribes how Bankinter, a mid-sized Spanish bank, altered the information set available to its customer-facing employees. In the spring of 2003, Bankinter introduced an Excel-based program called the mortgage simulator that helped branch managers calculate the price of a mortgage and estimate the customer lifetime value (CLV). Facilitates a discussion of the impact of such a change in the information set for employees when the incentives and dec...Starting at €8.20