1 Samubei

Customer Profitability Case Study

Case | HBS Case Collection | June 2017

AT&T Versus Verizon: A Financial Comparison

V.G. Narayanan and Joel L. Heilprin

This case asks students to prepare a report comparing the financial and operating performance of AT&T and Verizon. Taking the perspective of a communications industry analyst, they must also consider the differences between and implications of the companies' business strategies and the differences between the technology and growth rates of the wireless and wireline business segments. As part of this exercise, students reorganize the balance sheets in terms of operating and financial components, calculate changes in working capital, derive unlevered free cash flow (FCF), and apply DuPont style ratios and margin analysis on a consolidated—as well as a segment—basis. Students must also consider the effects of actuarial gains and losses on operating results and how analysts might adjust for those effects. The case was designed for first-year MBA students in financial statement analysis (FSA) and accounting classes, but it could also be used in other courses to prepare for discounted cash flow (DCF) exercises.

Keywords: Financial Statements; Operations; Analysis; Business Model; Accounting; Performance Effectiveness; Telecommunications Industry;

Case | HBS Case Collection | October 2001 (Revised October 2017)

Pilgrim Bank (A): Customer Profitability

Frances X. Frei and Dennis Campbell

Provides a context in which students can explore managerial decision making that is critically informed by data analysis. The setting is a retail bank and the decision making relates to the bank's policy toward online banking. The management team is evaluating whether the bank should charge for access to online banking, provide incentives to use the service, or devise some other policy altogether. With thousands of customers already using the online site, the bank is well positioned to assess the impact of the service on customer profitability and retention before making final policy decisions. Told from the perspective of a recent MBA graduate who was charged with performing the necessary data analysis and ultimately coming up with policy recommendations.

Keywords: Banks and Banking; Customers; Profit; Banking Industry;

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