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Case Study

The Esoteric client (cartoon case)

By Stefan Michel

4 pages

December 2009

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Reference: IMD-3-2124

The case shows the relationship between a bank and a wealthy client, who becomes very difficult to deal with. He follows the principles of astrology, and insists on applying these principles to all his investment trades. When he realized that the banker does not take him seriously, he writes a complaint letter and demands an apology. The bank has to decide whether to lose a very profitable client or not, and if not, how to handle this relationship in the future.

Learning Objective

This case illustrates how easy it is to claim to be “client oriented”, and how difficult it can be to fulfil that promise when clients become difficult. It also addresses the issue of client relationships from a team management perspective when a senior manager hands over a difficult client to a junior manager.

Keywords

Client Relationship Management, Banking, Services, Customer Satisfaction, Complaint Management

Settings

Switzerland
2009

Type

Generalized Experience

Available Languages

English

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