Capital One Case
Study
Wolfgang Jank
RH Smith School of Business
University of Maryland
Instruction
First, very carefully read through the entire
case
 Then, let the following questions guide
your case analysis

 Prepare
a presentation in which you address
all questions on the following slide
Discussion Questions
1.
2.
3.
4.
5.
What distinguishes Capital One from the many other
companies that use and exploit customer data? How is
this strategy different from other mass customization
strategies?
What are the limits to the sustainability of such a strategy?
What are the consequences of an information-based
strategy for expansion into different segments of the credit
card industry, and into other industries?
Do you see opportunities for Capital One’s strategy at your
company? How would you apply their strategy to your
products and services?
Are there any institutional hurdles that need to be
overcome? Would Capital One’s strategy need to be
implemented differently in your country?