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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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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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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