Chantale and Clinton

Case Study: Chantale and Clinton

Questions:

1. What were Chantale and Clinton's service expectations? How did they develop?

2. What is your evaluation of the Canadian's provision of repair service?

3. Should The Canadian or other stores be concerned about incidents of this type? Why or Why not?

4. What do you believe were the underlying causes of The Canadian's perceived performance? Why did these develop?

5. What service recovery alternatives were available to The Canadian?

6. Could Chantale and Clinton have done anything differently? If yes, what? If no, why not?

7. The case ends on July 5, 2007. Should they take any further action at this time?

Case Study: Personal Shoppers at Sears: The Elf Initiative

Questions:

1. What is Sears trying to accomplish with the introduction of the Elf Program?

2. Can the Elf program help Sears to increase its sales revenue or profitability? How?

3. Does the Elf program represent a competitive advantage?

4. How likely is it to succeed? What metrics would you use to monitor the Flf program and evaluate its success?

Case Study: Infosys's Relationship Scorecard

1. How does Infosys' customer-centric organization compare with that of other companies? What challenges does this organization try to address? What tensions do these challenges create, and how does Infosys deal with them?

2. What is the role of the RSC in a customer relationship? What does an RSC offer that is not already contained in the client's SLAs? What are the opportunities and challenges involved in building an RSC?

3. Infosys has learned through its RSCs that some customers are dissatisfied with its team turnover. How would you respond to Apted's request to keep the best people in the Syngenta team? How would you deal with this issue from Syngenta's perspective?

4. How should Sanjay deal with the challenges and tensions that have arisen with the use of the RSC? Could you help Sanjay design an action plan to improve the RSC? Should Infosys make it a priority for EMs to get their clients to embrace RSCs? Should Sanjay suggest using the RSC earlier in the relationship with a client? Is there any change that you would introduce to the content of the RSC?

Case Study: Nectar

Questions:

1. What should Justin King do with the program?

2. What should Rob Gierkink do with the program to keep Sainsbury's happy?

3. What should he do to keep the other sponsors happy?

4.