HARVARDBUSINESS SCHOOL9-602-104 REV: AUGUST 25, 2005FRANCES X. FREI DENNIS CAMPBELLPilgrim Bank (A): Customer ProfitabilityIt was February 2, 2001 and Alan Green was finishing his first month as an analyst in Pilgrim Bank’s online banking group. The words of his boss, Ravirlan, who had just left his office, lingered in his head. Alan, we have a meeting at the end of next week with the senior […]





