Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
Sales & Marketing
Strategy / MBA Resources
Case Study SWOT Analysis Solution
Case Study Description of Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth
The case looks at the enormous disruption affecting the entire automotive industry through the eyes of a recently hired CRM expert at the British premium car maker Jaguar Land Rover who keeps the marketing team grounded by taking a customer-centric approach. The case provides a clear sense of purpose about the typical customer journey and the touchpoints where the car maker can reach out to the customer with relevant and timely information. The case reveals the way in which JLR collects data and customer intelligence during the product lifecycle in clear and easy-to-understand terms. One of the highlights of the case is the use of ethnographic research to strengthen the relationship between the target customer and the brand. The case also examines the creative use of smart-data analytics for decision making and the innovative deployment of conjoint analysis for simulating output volumes against price points.
Swot Analysis of "Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth" written by Joerg Niessing, Brian Henry includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Customer Jaguar facing as an external strategic factors. Some of the topics covered in Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth case study are - Strategic Management Strategies, Marketing and Sales & Marketing.
Some of the macro environment factors that can be used to understand the Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth casestudy better are - – technology disruption, increasing government debt because of Covid-19 spendings, increasing transportation and logistics costs, geopolitical disruptions, challanges to central banks by blockchain based private currencies, customer relationship management is fast transforming because of increasing concerns over data privacy, cloud computing is disrupting traditional business models,
there is increasing trade war between United States & China, central banks are concerned over increasing inflation, etc
Introduction to SWOT Analysis of Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth
SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Customer Jaguar, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Customer Jaguar operates in.
According to Harvard Business Review, 75% of the managers use SWOT analysis for various purposes such as – evaluating current scenario, strategic planning, new venture feasibility, personal growth goals, new market entry, Go To market strategies, portfolio management and strategic trade-off assessment, organizational restructuring, etc.
SWOT Objectives / Importance of SWOT Analysis and SWOT Matrix
SWOT analysis of Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth can be done for the following purposes –
1. Strategic planning using facts provided in Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth case study
2. Improving business portfolio management of Customer Jaguar
3. Assessing feasibility of the new initiative in Sales & Marketing field.
4. Making a Sales & Marketing topic specific business decision
5. Set goals for the organization
6. Organizational restructuring of Customer Jaguar
Strengths Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The strengths of Customer Jaguar in Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth Harvard Business Review case study are -
Learning organization
- Customer Jaguar is a learning organization. It has inculcated three key characters of learning organization in its processes and operations – exploration, creativity, and expansiveness. The work place at Customer Jaguar is open place that encourages instructiveness, ideation, open minded discussions, and creativity. Employees and leaders in Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth Harvard Business Review case study emphasize – knowledge, initiative, and innovation.
Ability to recruit top talent
– Customer Jaguar is one of the leading recruiters in the industry. Managers in the Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth are in a position to attract the best talent available. The firm has a robust talent identification program that helps in identifying the brightest.
Analytics focus
– Customer Jaguar is putting a lot of focus on utilizing the power of analytics in business decision making. This has put it among the leading players in the industry. The technology infrastructure suggested by Joerg Niessing, Brian Henry can also help it to harness the power of analytics for – marketing optimization, demand forecasting, customer relationship management, inventory management, information sharing across the value chain etc.
Sustainable margins compare to other players in Sales & Marketing industry
– Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth firm has clearly differentiated products in the market place. This has enabled Customer Jaguar to fetch slight price premium compare to the competitors in the Sales & Marketing industry. The sustainable margins have also helped Customer Jaguar to invest into research and development (R&D) and innovation.
Diverse revenue streams
– Customer Jaguar is present in almost all the verticals within the industry. This has provided firm in Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth case study a diverse revenue stream that has helped it to survive disruptions such as global pandemic in Covid-19, financial disruption of 2008, and supply chain disruption of 2021.
Superior customer experience
– The customer experience strategy of Customer Jaguar in the segment is based on four key concepts – personalization, simplification of complex needs, prompt response, and continuous engagement.
Innovation driven organization
– Customer Jaguar is one of the most innovative firm in sector. Manager in Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth Harvard Business Review case study can use Clayton Christensen Disruptive Innovation strategies to further increase the scale of innovtions in the organization.
Highly skilled collaborators
– Customer Jaguar has highly efficient outsourcing and offshoring strategy. It has resulted in greater operational flexibility and bringing down the costs in highly price sensitive segment. Secondly the value chain collaborators of the firm in Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth HBR case study have helped the firm to develop new products and bring them quickly to the marketplace.
Ability to lead change in Sales & Marketing field
– Customer Jaguar is one of the leading players in its industry. Over the years it has not only transformed the business landscape in its segment but also across the whole industry. The ability to lead change has enabled Customer Jaguar in – penetrating new markets, reaching out to new customers, and providing different value propositions to different customers in the international markets.
Operational resilience
– The operational resilience strategy in the Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth Harvard Business Review case study comprises – understanding the underlying the factors in the industry, building diversified operations across different geographies so that disruption in one part of the world doesn’t impact the overall performance of the firm, and integrating the various business operations and processes through its digital transformation drive.
Training and development
– Customer Jaguar has one of the best training and development program in the industry. The effectiveness of the training programs can be measured in Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth Harvard Business Review case study by analyzing – employees retention, in-house promotion, loyalty, new venture initiation, lack of conflict, and high level of both employees and customer engagement.
Cross disciplinary teams
– Horizontal connected teams at the Customer Jaguar are driving operational speed, building greater agility, and keeping the organization nimble to compete with new competitors. It helps are organization to ideate new ideas, and execute them swiftly in the marketplace.
Weaknesses Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The weaknesses of Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth are -
Need for greater diversity
– Customer Jaguar has taken concrete steps on diversity, equity, and inclusion. But the efforts so far has resulted in limited success. It needs to expand the recruitment and selection process to hire more people from the minorities and underprivileged background.
High dependence on existing supply chain
– The disruption in the global supply chains because of the Covid-19 pandemic and blockage of the Suez Canal illustrated the fragile nature of Customer Jaguar supply chain. Even after few cautionary changes mentioned in the HBR case study - Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth, it is still heavily dependent upon the existing supply chain. The existing supply chain though brings in cost efficiencies but it has left Customer Jaguar vulnerable to further global disruptions in South East Asia.
Slow decision making process
– As mentioned earlier in the report, Customer Jaguar has a very deliberative decision making approach. This approach has resulted in prudent decisions, but it has also resulted in missing opportunities in the industry over the last five years. Customer Jaguar even though has strong showing on digital transformation primary two stages, it has struggled to capitalize the power of digital transformation in marketing efforts and new venture efforts.
Lack of clear differentiation of Customer Jaguar products
– To increase the profitability and margins on the products, Customer Jaguar needs to provide more differentiated products than what it is currently offering in the marketplace.
Skills based hiring
– The stress on hiring functional specialists at Customer Jaguar has created an environment where the organization is dominated by functional specialists rather than management generalist. This has resulted into product oriented approach rather than marketing oriented approach or consumers oriented approach.
High dependence on star products
– The top 2 products and services of the firm as mentioned in the Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth HBR case study still accounts for major business revenue. This dependence on star products in has resulted into insufficient focus on developing new products, even though Customer Jaguar has relatively successful track record of launching new products.
Slow to harness new channels of communication
– Even though competitors are using new communication channels such as Instagram, Tiktok, and Snap, Customer Jaguar is slow explore the new channels of communication. These new channels of communication mentioned in marketing section of case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth can help to provide better information regarding products and services. It can also build an online community to further reach out to potential customers.
Aligning sales with marketing
– It come across in the case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth that the firm needs to have more collaboration between its sales team and marketing team. Sales professionals in the industry have deep experience in developing customer relationships. Marketing department in the case Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth can leverage the sales team experience to cultivate customer relationships as Customer Jaguar is planning to shift buying processes online.
High bargaining power of channel partners
– Because of the regulatory requirements, Joerg Niessing, Brian Henry suggests that, Customer Jaguar is facing high bargaining power of the channel partners. So far it has not able to streamline the operations to reduce the bargaining power of the value chain partners in the industry.
High operating costs
– Compare to the competitors, firm in the HBR case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth has high operating costs in the. This can be harder to sustain given the new emerging competition from nimble players who are using technology to attract Customer Jaguar 's lucrative customers.
Capital Spending Reduction
– Even during the low interest decade, Customer Jaguar has not been able to do capital spending to the tune of the competition. This has resulted into fewer innovations and company facing stiff competition from both existing competitors and new entrants who are disrupting the industry using digital technology.
Opportunities Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth | External Strategic Factors
What are Opportunities in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The opportunities highlighted in the Harvard Business Review case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth are -
Changes in consumer behavior post Covid-19
– Consumer behavior has changed in the Sales & Marketing industry because of Covid-19 restrictions. Some of this behavior will stay once things get back to normal. Customer Jaguar can take advantage of these changes in consumer behavior to build a far more efficient business model. For example consumer regular ordering of products can reduce both last mile delivery costs and market penetration costs. Customer Jaguar can further use this consumer data to build better customer loyalty, provide better products and service collection, and improve the value proposition in inflationary times.
Developing new processes and practices
– Customer Jaguar can develop new processes and procedures in Sales & Marketing industry using technology such as automation using artificial intelligence, real time transportation and products tracking, 3D modeling for concept development and new products pilot testing etc.
Reforming the budgeting process
- By establishing new metrics that will be used to evaluate both existing and potential projects Customer Jaguar can not only reduce the costs of the project but also help it in integrating the projects with other processes within the organization.
Loyalty marketing
– Customer Jaguar has focused on building a highly responsive customer relationship management platform. This platform is built on in-house data and driven by analytics and artificial intelligence. The customer analytics can help the organization to fine tune its loyalty marketing efforts, increase the wallet share of the organization, reduce wastage on mainstream advertising spending, build better pricing strategies using personalization, etc.
Using analytics as competitive advantage
– Customer Jaguar has spent a significant amount of money and effort to integrate analytics and machine learning into its operations in the sector. This continuous investment in analytics has enabled, as illustrated in the Harvard case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth - to build a competitive advantage using analytics. The analytics driven competitive advantage can help Customer Jaguar to build faster Go To Market strategies, better consumer insights, developing relevant product features, and building a highly efficient supply chain.
Creating value in data economy
– The success of analytics program of Customer Jaguar has opened avenues for new revenue streams for the organization in the industry. This can help Customer Jaguar to build a more holistic ecosystem as suggested in the Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth case study. Customer Jaguar can build new products and services such as - data insight services, data privacy related products, data based consulting services, etc.
Identify volunteer opportunities
– Covid-19 has impacted working population in two ways – it has led to people soul searching about their professional choices, resulting in mass resignation. Secondly it has encouraged people to do things that they are passionate about. This has opened opportunities for businesses to build volunteer oriented socially driven projects. Customer Jaguar can explore opportunities that can attract volunteers and are consistent with its mission and vision.
Leveraging digital technologies
– Customer Jaguar can leverage digital technologies such as artificial intelligence and machine learning to automate the production process, customer analytics to get better insights into consumer behavior, realtime digital dashboards to get better sales tracking, logistics and transportation, product tracking, etc.
Increase in government spending
– As the United States and other governments are increasing social spending and infrastructure spending to build economies post Covid-19, Customer Jaguar can use these opportunities to build new business models that can help the communities that Customer Jaguar operates in. Secondly it can use opportunities from government spending in Sales & Marketing sector.
Learning at scale
– Online learning technologies has now opened space for Customer Jaguar to conduct training and development for its employees across the world. This will result in not only reducing the cost of training but also help employees in different part of the world to integrate with the headquarter work culture, ethos, and standards.
Reconfiguring business model
– The expansion of digital payment system, the bringing down of international transactions costs using Bitcoin and other blockchain based currencies, etc can help Customer Jaguar to reconfigure its entire business model. For example it can used blockchain based technologies to reduce piracy of its products in the big markets such as China. Secondly it can use the popularity of e-commerce in various developing markets to build a Direct to Customer business model rather than the current Channel Heavy distribution network.
Low interest rates
– Even though inflation is raising its head in most developed economies, Customer Jaguar can still utilize the low interest rates to borrow money for capital investment. Secondly it can also use the increase of government spending in infrastructure projects to get new business.
Remote work and new talent hiring opportunities
– The widespread usage of remote working technologies during Covid-19 has opened opportunities for Customer Jaguar to expand its talent hiring zone. According to McKinsey Global Institute, 20% of the high end workforce in fields such as finance, information technology, can continously work from remote local post Covid-19. This presents a really great opportunity for Customer Jaguar to hire the very best people irrespective of their geographical location.
Threats Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The threats mentioned in the HBR case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth are -
Increasing international competition and downward pressure on margins
– Apart from technology driven competitive advantage dilution, Customer Jaguar can face downward pressure on margins from increasing competition from international players. The international players have stable revenue in their home market and can use those resources to penetrate prominent markets illustrated in HBR case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth .
Technology disruption because of hacks, piracy etc
– The colonial pipeline illustrated, how vulnerable modern organization are to international hackers, miscreants, and disruptors. The cyber security interruption, data leaks, etc can seriously jeopardize the future growth of the organization.
Regulatory challenges
– Customer Jaguar needs to prepare for regulatory challenges as consumer protection groups and other pressure groups are vigorously advocating for more regulations on big business - to reduce inequality, to create a level playing field, to product data privacy and consumer privacy, to reduce the influence of big money on democratic institutions, etc. This can lead to significant changes in the Sales & Marketing industry regulations.
Instability in the European markets
– European Union markets are facing three big challenges post Covid – expanded balance sheets, Brexit related business disruption, and aggressive Russia looking to distract the existing security mechanism. Customer Jaguar will face different problems in different parts of Europe. For example it will face inflationary pressures in UK, France, and Germany, balance sheet expansion and demand challenges in Southern European countries, and geopolitical instability in the Eastern Europe.
Backlash against dominant players
– US Congress and other legislative arms of the government are getting tough on big business especially technology companies. The digital arm of Customer Jaguar business can come under increasing regulations regarding data privacy, data security, etc.
Easy access to finance
– Easy access to finance in Sales & Marketing field will also reduce the barriers to entry in the industry, thus putting downward pressure on the prices because of increasing competition. Customer Jaguar can utilize it by borrowing at lower rates and invest it into research and development, capital expenditure to fortify its core competitive advantage.
Stagnating economy with rate increase
– Customer Jaguar can face lack of demand in the market place because of Fed actions to reduce inflation. This can lead to sluggish growth in the economy, lower demands, lower investments, higher borrowing costs, and consolidation in the field.
Shortening product life cycle
– it is one of the major threat that Customer Jaguar is facing in Sales & Marketing sector. It can lead to higher research and development costs, higher marketing expenses, lower customer loyalty, etc.
Environmental challenges
– Customer Jaguar needs to have a robust strategy against the disruptions arising from climate change and energy requirements. EU has identified it as key priority area and spending 30% of its 880 billion Euros European post Covid-19 recovery funds on green technology. Customer Jaguar can take advantage of this fund but it will also bring new competitors in the Sales & Marketing industry.
High level of anxiety and lack of motivation
– the Great Resignation in United States is the sign of broader dissatisfaction among the workforce in United States. Customer Jaguar needs to understand the core reasons impacting the Sales & Marketing industry. This will help it in building a better workplace.
Consumer confidence and its impact on Customer Jaguar demand
– There is a high probability of declining consumer confidence, given – high inflammation rate, rise of gig economy, lower job stability, increasing cost of living, higher interest rates, and aging demography. All the factors contribute to people saving higher rate of their income, resulting in lower consumer demand in the industry and other sectors.
High dependence on third party suppliers
– Customer Jaguar high dependence on third party suppliers can disrupt its processes and delivery mechanism. For example -the current troubles of car makers because of chip shortage is because the chip companies started producing chips for electronic companies rather than car manufacturers.
New competition
– After the dotcom bust of 2001, financial crisis of 2008-09, the business formation in US economy had declined. But in 2020 alone, there are more than 1.5 million new business applications in United States. This can lead to greater competition for Customer Jaguar in the Sales & Marketing sector and impact the bottomline of the organization.
Weighted SWOT Analysis of Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth Template, Example
Not all factors mentioned under the Strengths, Weakness, Opportunities, and Threats quadrants in the SWOT Analysis are equal. Managers in the HBR case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth needs to zero down on the relative importance of each factor mentioned in the Strengths, Weakness, Opportunities, and Threats quadrants.
We can provide the relative importance to each factor by assigning relative weights. Weighted SWOT analysis process is a three stage process –
First stage for doing weighted SWOT analysis of the case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth is to rank the strengths and weaknesses of the organization. This will help you to assess the most important strengths and weaknesses of the firm and which one of the strengths and weaknesses mentioned in the initial lists are marginal and can be left out.
Second stage for conducting weighted SWOT analysis of the Harvard case study Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth is to give probabilities to the external strategic factors thus better understanding the opportunities and threats arising out of macro environment changes and developments.
Third stage of constructing weighted SWOT analysis of Jaguar Land Rover: Towards a Customer-centric Organisation - Leveraging Customer Intelligence and Data Analytics for Sustainable Growth is to provide strategic recommendations includes – joining likelihood of external strategic factors such as opportunities and threats to the internal strategic factors – strengths and weaknesses. You should start with external factors as they will provide the direction of the overall industry. Secondly by joining probabilities with internal strategic factors can help the company not only strategic fit but also the most probably strategic trade-off that Customer Jaguar needs to make to build a sustainable competitive advantage.
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