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This Case Study assignment will provide you with the opportunity to apply your marketing and business skills to a CRM Case Study. This assignment is the culmination of what you have learned through the entirety of this course.
You will apply the concepts learned to assess the case and make recommendations. Please consider all the learnings in this course and demonstrate concepts as they apply to the case.
About the Case:
Digitally-Powered Customer Centricity In The Industrial Gas Sector:
The Air Liquid Airgas Merger
Air Liquide, a leader in centric industrial and healthcare gases, seeks to develop ‘customer intimacy’ through digital technologies following its acquisition of US company Airgas. VP Olivier Blachier is tasked to articulate for the board a vision of customer centricity and a digital strategy.
It’s now your job to read the case study, Digitally-Powered Customer-Centricity in the Industrial Gas Sector: The Air Liquide-Airgas Merger, and determine the best customer-centric strategy and approach that needs to be implemented based on the question below. You have been asked to write a report identifying your analysis, recommendation and implementation plan
You need to answer the following question in your CRM report:
If you were in the position of Olivier Blachier, VP of Airgas, what would your analysis be for developing a more customer-centric strategy in the future, what would you do, and why?