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Marketing; customer segmentation; operations and logistics.

Undergraduate business and management students, MBA/MA level application for international marketing modules incorporating customer segmentation and customer asset management.

DHL, the international air express and logistics company, serves a wide range of customers, from global enterprises with sophisticated and high volume supply-chain solutions shipping anything from spare parts to documents, to the occasional customer who ships the odd one or two documents a year. To be able to effectively manage such a diverse customer base, DHL implemented a sophisticated customer segmentation cum loyalty management system. The focus of this system is to assess the profitability from its customers, reduce customer churn, and increase DHL's share of shipments.

Case teaching objectives: to demonstrate the concept of customer segmentation with loyalty management as a total system in a logistics company setting, and to evaluate appropriateness of the classification; to utilize the concept of service tier model within the company's current operations, and to evaluate the effectiveness of the model; to analyze the implementation of the customer segmentation cum loyalty management system and development of the necessary rules required to classify the various accounts into categories; to highlight the possible challenges arising from the implementation of customer segmentation cum loyalty management system, and to discuss possible methods of resolution.

Teaching note.

This case is meant for MBA/MS/executive MBA students.

Entrepreneurship development, leadership.

This case is about the successful entrepreneurial journey of Kiran Mazumdar-Shaw, founder of India-based biotechnology company Biocon Limited. Mazumdar-Shaw established Biocon in 1978 as a joint venture company. As a woman entrepreneur, Mazumdar-Shaw faced many challenges and setbacks during her initial days. She overcame these and took Biocon to new heights. Later, Mazumdar-Shaw decided to make a strategic shift in Biocon’s business model – going from manufacturing enzymes to biopharmaceuticals with the vision of making an impact on global health care by providing access to affordable, life-saving drugs.

The learning outcomes are as follows: understand the ecosystem of women entrepreneurs in developing countries; examine the challenges faced by women entrepreneurs in their entrepreneurial journey and how successful entrepreneurs convert challenges into opportunities; and analyze what entrepreneurial leadership is and understand how these leadership qualities play an important role in the success of entrepreneurial ventures.

Mazumdar-Shaw was able to break through the gender barrier that was highly prevalent in Indian society then and successfully established her entrepreneurial venture in biotechnology, a discipline that was still nascent in the1970s. Though she has scaled great heights in the biotechnology area and developed her business, she has remained sensitive to the problems of those who are unable to get affordable medicines. Firmly believing that she should share the prosperity of the company with the poor and the marginalized, Mazumdar-Shaw, through her philanthropic venture, Biocon Foundation, started providing essential drugs at affordable prices to them.

CCS 3: Entrepreneurship.

Stock markets are essential for households for wealth creation and for firms for raising financial resources for capacity expansion and growth. Market participants, therefore, need an understanding of stock price movements. Stock market indices and individual stock prices reflect the macroeconomic environment and are subject to external and internal shocks. It is important to disentangle the impact of macroeconomic shocks, market uncertainty and speculative elements and examine them separately for prediction. To aid households, firms and policymakers, the paper proposes a granular decomposition-based prediction framework for different time periods in India, characterized by different market states with varying degrees of uncertainty.

Ensemble empirical mode decomposition (EEMD) and fuzzy-C-means (FCM) clustering algorithms are used to decompose stock prices into short, medium and long-run components. Multiverse optimization (MVO) is used to combine extreme gradient boosting regression (XGBR), Facebook Prophet and support vector regression (SVR) for forecasting. Application of explainable artificial intelligence (XAI) helps identify feature contributions.

We find that historic volatility, expected market uncertainty, oscillators and macroeconomic variables explain different components of stock prices and their impact varies with the industry and the market state. The proposed framework yields efficient predictions even during the COVID-19 pandemic and the Russia–Ukraine war period. Efficiency measures indicate the robustness of the approach. Findings suggest that large-cap stocks are relatively more predictable.

The paper is on Indian stock markets. Future work will extend it to other stock markets and other financial products.

The proposed methodology will be of practical use for traders, fund managers and financial advisors. Policymakers may find it useful for assessing the impact of macroeconomic shocks and reducing market volatility.

Development of a granular decomposition-based forecasting framework and separating the effects of explanatory variables in different time scales and macroeconomic periods.

It is essential to validate whether a nation's economic strength always transpires into new business capacity. The present research strives to identify the key indicators to the proxy new business ecosystem of countries and critically evaluate the similarity through the lens of advanced Fuzzy Clustering Frameworks over the years.

The authors use Fuzzy C Means, Type 2 Fuzzy C Means, Fuzzy Possibilistic C Means and Fuzzy Possibilistic Product Partition C Means Clustering algorithm to discover the inherent groupings of the considered countries in terms of intricate patterns of geospatial new business capacity during 2015–2018. Additionally, the authors propose a Particle Swarm Optimization driven Gradient Boosting Regression methodology to measure the influence of the underlying indicators for the overall surge in new business.

The Fuzzy Clustering frameworks suggest the existence of two clusters of nations across the years. Several developing countries have emerged to cater praiseworthy state of the new business ecosystem. The ease of running a business has appeared to be the most influential feature that governs the overall New Business Density.

It is of paramount practical importance to conduct a periodic review of nations' overall new business ecosystem to draw action plans to emphasize and augment the key enablers linked to new business growth. Countries found to lack new business capacity despite enjoying adequate economic strength can focus effectively on weaker dimensions.

The research proposes a robust systematic framework for new business capacity across different economies, indicating that economic strength does not necessarily transpire to equivalent new business capacity.

Access to pure drinking water is considered as a basic human right and part of the United Nations' Sustainable Development Goals. India ranks poorly in terms of providing universal coverage of potable water to its citizens. This case highlights the challenges faced by the private sector in providing purified drinking water for a diverse country like India with many geographical regions (and their corresponding water impurities) and differing levels of economic prosperity (making sustainability tougher for private companies) by focusing on Waterlife India Private Limited (WLIP). WLIP is a for-profit social enterprise that sells drinking water in rural hinterlands and urban slums at a very affordable price of US$0.006 per liter. Since its inception in 2008, WLIP has evolved to become a major player in the fragmented Indian affordable drinking water industry. Sustainability of the WLIP business model is based on a unique public–private partnership template in which three parties come together—a corporate sponsor who bears the cost of the water filtration equipment; community governance bodies like panchayats or municipalities, which give a sense of operational legitimacy to the model; and WLIP as the driving force of the network. This business model is unique for three reasons: suitable incentive mechanisms with proper alignment of interests among various stakeholders; optimization of the water-filtration plant equipment to community demand; and achieving the delicate balance between standardization of processes and customization in offerings to the operating context. Alignment of partner interest is the principal differentiator that also ensures accountability and impact.