Problem: Referring to the Case Study, Jaguar Land Rover: Towards a Customer-Centric Organization
1. What were the key changes that Tata Motors made to JLR after the two brands were acquired from Ford in 2008. Why did they change the strategy?
2. What does a typical customer journey look like? Will it change in the future?
3. Why is the product launch cycle important? What are the key objectives at each stage?
4. What data should be collected to remain customer centric? What about AI and the future of predictive CRM? Consider their brand positioning and recent car trends.