C a s e s t u d y o f C r e d i t A g r i c o l e a a m u l t i c h a n n e l m u t u a l b a n k
1. How does CrA©dit Agricole rely on its multichannel distribution strategy to keep growing?
2. Do you think the mutual organization of the bank is an advantage or a drawback? Compare this with other banks you know.
3. Analyse the problems Pauline and Louis encountered. How would you solve these dysfunctions? Based on this example, what can you say about customer satisfaction in a multichannel context?