Harvard case 4: customer relationship management: the tudor house

I attached pictures of the reading


1. Provide a summary of the main issues in this case. Be sure to provide context to the customer relationship issue and how the Tudor House came to find itself in the predicament they are in.

2. Describe the transaction between the The Tudor House and the customer? How would you identify “value” in this exchange? 

3. What do you think was the customer’s purpose (agenda) for the persistent complaints? What does he really want, now that the situation is over? 

4. What is the role of social media networking sites in influencing customer expectations/satisfaction? What was the role of social media in this case?


5. In light of your answer above to #4, evaluate the options available to Sita Sen. How would you advise the Tudor House to respond to the customer? Justify your response. 

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