Short Case study: Kenya Airways Flies High with Customer Relationship Management

• This is an individual task
• Carefully read the case study: Kenya Airways Flies High with Customer Relationship Management
• The case study includes four questions.
• Answer and elaborate on each of the questions

• Case study questions

1. What was the problem at Kenya Airways described in this case? What people, organization, and technology factors contributed to this problem?

2. What was the relationship of customer relationship management to Kenya Airways's business performance and business strategy?

3. Describe Kenya Airway's solution to its problem. What people, organization, and technology issues had to be addressed by the solution?

4. How effective was this solution? How did it affect the way Kenya Airways ran its business and its business performance?

Formalities:

Wordcount: 2000 - 2500 words, excluding bibliography

Cover, Table of Contents, References and Appendix are excluded of the total wordcount.

Font: Arial 12,5 pts.

Text alignment: Justified.

The in-text References and the Bibliography have to be in Harvard’s citation style

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