Application of the CRM concepts in the analysis (Delhi Metro Case)

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Read the case attached and refer to case with pictures, if possible.

1) What is the company’s CRM strategy? And how are they implementing it?
2) Define the customer segments – which is more profitable and why?
3) How is the company achieving (or not) customer acquisition, retention, loyalty? What customers are they specifically not targeting and why?
4) What is meant by “customer delight” and how is the company achieving it, or not achieving it?
5) Is the use of CRM a competitive advantage for the company? How and why? What activities and processes are they putting in place to achieve this? How can they maintain it?

There’s not really a page count, just answer the questions to the best of your abilities. 🙂

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