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商品編號： 9-107-070 出版日期： 2007/05/04 作者姓名： Martinez-Jerez, F. Asis;Miller, Katherine 商品類別： Finance 商品規格： 13p 再版日期： 2011/01/03 地域： Spain 產業： Banking 個案年度： 2003 - 2003
商品敘述：
Describes 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 decision rights remain unchanged. Also examines the tradeoffs front-line employees face as they divide their efforts between reaching new customers and increasing the amount of cross-selling to existing customers.
涵蓋領域：
Mortgages;Customer profitability;Customer & client analysis
相關資料：
Case Teaching Note, (5-107-080), 20p, by F. Asis Martinez-Jerez;Spreadsheet Supplement, (9-107-708), 0p, by F. Asis Martinez-Jerez
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