Case Study $-$ Refer to Case study "Kenya Airways Flies High with Customer Relationship Management" $-$ Chapter $9$ p$.359$ of the textbook $($pg $22$ of the PDF file$).$

Discuss among yourselves using your respective learning community discussion forum how to best answer each question of the assignment. I will not participate in these discussions, but I will read the discussions to know who is contributing to the final report.

Please notice that a completed group project report should be the result of the collective analysis of the assignment questions $($not a collage of individual pieces$).$ Students that do not meaningfully contribute to their group discussion will be graded accordingly $($for group project as well as individual engagement$).$ Please make sure you engage the discussions early in the week.

Questions:

a$)$ What was the problem at Kenya Airways described in this case? What management, organization, and technology factors contributed to this problem?

b$)$ What was the relationship of customer relationship management to Kenya Airways$$ business performance and business strategy?

c$)$ What was Kenya Airways$$ solution to its problem. What management, organization, and technology issues had to be addressed by the solution? Justify your answer and provide examples.

d$)$ How effective was this solution? Would you have done something differently? Justify your answer and provide examples.

e$)$ What is your main takeaway from the case?