Carnival Cruise Lines Case Study: Questions to Consider 1. How did Carnival's management build the line into the dominant brand in the industry? 2. Should Carnival do "CRM?" What should CRM look like at Carnival? What does CRM mean to Carnival's management? 3. How should Carnival go about implementing a CRM strategy? 4. What else should they do to leverage customer data for enhancing the guest experience and the company's bottom line?

Case Study Analysis and Preparation

Step 1: Read the cases VERY carefully. Step 2: Prepare notes that directly address each study guide question. Step 3: List the major problems cited in the case. Step 4: Identify the business impact of each major problem. Step 5: Craft a business impact summary. Summarize the organization's overall situation/predicament as accurately as possible linking business impacts to problems. Step 6: Offer two independent (but complementary) recommendations.