WAC- Customer Management at Magellan Savings Bank of the Philippines.docx Helpful Unhelpful Ateneo de Zamboanga University BA 551

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Written Analysis of the Case (WAC) Case Study: Customer Management at Magellan Savings Bank of the Philippines By: Christian Jude S. Subibi Christian Jude S. Subibi Written Analysis of the Ca... se (WAC) Case Study: Customer Management at Magellan Savings Bank of the Philippines I. Summary of the Case/ Background/ Case Fact a. Eleen Aragon and Arielle Anton were concerned because of the 6 loan applicants which aggregate request is at P24.0M versus P18.0M bank loan allocation of Magellan Savings Bank of the Philippines. b. Eleen Aragon had joined MSBP as a Relationship Manager at Makati Branch wherein she performed well on her tasked and goals. With her efforts, she was awarded and bestowed as the Chairman’s Excellence Award in 2017 and 2018. c. In May 2019, the senior management of MSBP transferred Eleen Aragon to Davao Branch in the believe that she would do well in her new role d. With the transfer, Eleen Aragon as a branch manager was tasked to do the following to hit its Key Performance Indicators: i. Achieve Current Account and Saving Account (CASA) ratio of 40% ii. Increase customer base from 1,770 customers in July 2019 to 2,500 by December 2019 iii. Reduce the High Customer Churn Rate iv. Enhance the image of MSBP among local residents II. Statement of the Problem How should Eleen Aragon manage t [Show More]

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