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La Estrategia de Captación de Clientes de Internet en Bankinter
Martinez-Jerez, F. Asis; Narayanan, V.G.; Brem, LisaCase HBS-104S02Accounting and ControlBankinter, un relativamente pequeño banco español, tiene una gran presencia como un proveedor de servicios financieros a Internet. Abriendo el camino a la rentabilidad a través de Internet Bankinter dará una gran ventaja competitiva sobre los bancos españoles más grandes y consolidadas. Ann Peralta, director de la red de Internet en Bankinter, debe evaluar si los miles de nuevos clientes llegando de otros portales son rentables para el banco. Per...Starting at €8.20
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Emergia: Driving Profitability on Help Desk Contracts
Martinez-Jerez, F. Asis; Brem, LisaCase HBS-111048-EFinanceEmergia wants to keep its customers happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship?Starting at €8.20
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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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Avinent
Nueno, José Luis; Rodríguez, Silvia; Llano, Miguel AngelCase M-1262Entrepreneurship, Innovation and Change, StrategyAlbert Giralt, Director General del Grup Vilardell Purtí, repasaba el borrador del plan estratégico 2011-2013 de AVINENT Implant System, la división biomédica del Grupo. En poco más de tres años, habían desarrollado un producto propio, el sistema de implantes AVINENT, en el seno de una industria tradicional del sector metalmecánico. Muchos y muy rápidos habían sido los logros, pero aún quedaba mucho camino por recorrer. Había que consolidar posi...Starting at €8.20
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Caja España: Dirigiendo las Sucursales para Vender (B)
Martinez-Jerez, F. Asis; De Albornoz, Rosario M.Case HBS-105S07Accounting and ControlComplementa el caso (A).Starting at €5.74
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Bankinter: Instalando el simulador hipotecario en las sucursales
Martinez-Jerez, F. Asis; Miller, KatherineCase HBS-108S08FinanceDescribe cómo Bankinter, un banco español de tamaño medio, altera el conjunto de información a disposición de sus empleados de cara al cliente. En la primavera de 2003, Bankinter presentó un programa basado en Excel llamado el simulador de hipoteca que los gerentes de sucursales ayudado a calcular el precio de una hipoteca y estimar el valor de vida del cliente (CLV). Facilita una discusión sobre el impacto de un cambio en el conjunto de informac...Starting at €8.20
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Avinent
Nueno, José Luis; Rodríguez, Silvia; Llano, Miguel AngelCase M-1262-EEntrepreneurship, Innovation and Change, StrategyAlbert Giralt, General Director of the Vilardell Purtí Group, was reviewing the draft of the 2011-2013 Strategic Plan for the AVINENT Implant System, the Group's biomedical division. In just over three years, they had developed their own product, the AVINENT Implant System, within a traditional company in the metalworking industry. Their achievements had come quickly and in abundance, but there was still a lot of ground to cover. They needed to c...Starting at €8.20
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Henkel Iberica (A)
Martinez-Jerez, F. Asis; Narayanan, V.G.; Brem, LisaCase HBS-105023-EService and Operations ManagementIn 2002, Esteban Garriga, customer service director at Henkel Iberica, questions whether Collaborative Planning, Forecasting, and Replenishment (CPFR) would help manage retail promotions and limit their impact on the stock-outs and obsolete inventory. Describes the situation facing Henkel Iberica, the Spanish subsidiary of the German consumer products company Henkel KgaA, with respect to the management of retail promotions. The increasing number ...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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Hala Madrid: Managing Real Madrid Club de Futbol, the Team of the Century
Martinez-Jerez, F. Asis; De Albornoz, Rosario M.Case HBS-105013-EAccounting and ControlFlorentino Perez, the president of Real Madrid, a leading European soccer team, is preparing for a press conference in which he will be asked about his plans for the coming season. Economic success and some sports mishaps during the prior season represent the scenario in which planning decisions are made.Starting at €8.20