CASE FILE 004 · BANKING / CUSTOMER DECISIONS
The churn signal.
The CRM says 18,400 customers are leaving. Operations counts 6,200 closures. Finance sees ₹168 crore disappear. Your CEO wants an emergency retention campaign by Monday.
You are Head of Customer Strategy12–15 minutesBranching investigation
Fictional scenario. All organisations, characters, numbers and downstream outcomes are invented for this exercise. Not a bank or client engagement.