What was the relationship of customer relationship management to Kenya Airways’ business performance and business strategy?

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

• What was the relationship of customer relationship management to Kenya Airways’ business performance and business strategy?

• Describe Kenya Airway’s solution to its problem. What management, organization, and technology issues had to be addressed by the solution?

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

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