CRM Implementation

This Deloitte case study interview (Australia region) will prepare you for an interview with Deloitte Human Capital.

Case Prompt

A client of Deloitte Consulting has been struggling with customer service and is looking to implement a Customer Relationship Management (CRM) System.

What factors should the client consider when trying to choose a CRM system?

Case Overview

In this Deloitte case study (Australia), the client wants to implement a CRM system to abate customer service woes. The company has turned to you to help decide how to pick a CRM system.

Because this is a Human Capital case study, reliance on the basic frameworks is not a good strategy. Use your knowledge of the basic frameworks and your own business acumen to build a structure that will help you best answer the business problem.

The case has a qualitative difficulty score of 3/4. Prepping for a Deloitte Human Capital case study interview? This is a good practice case for that. The case has no math exhibits.

Interview Tips: Deloitte Human Capital

What does Deloitte Human Capital value in its case interview candidates? The ability to blend business strategy and HR skills.

In this Deloitte case study interview, make sure your structure is MECE, and that you convey a high level of comfort with the human relations part of the case.

One more tip: focus on the verbal communication of your structure. You can’t over-communicate in a case, especially in the virtual interview environment.

Book a session with an expert coach for expert guidance in your case prep.