1 what are the key differences between strategic

Reference no: EM13382602

1. What are the key differences between strategic, operational, analytical and collaborative CRM?

2. Develop your own definition of CRM. Make sure that the definition is neither too broad nor too narrow, and encompasses all four forms of CRM - strategic, operational, analytical and collaborative.

3. How might CRM be used in a not-for-profit setting such as local government or charitable fund-raising?

4. What is a relationship and how do you know if you are in one?

5. Consider your own experience as a consumer of goods and services. Do you want to have a relationship with any suppliers of these goods and services, and, if so, why?

6. Explain why companies want to develop long-term relationships with customers.

7. Investigate the latest trends in market segmentation for either consumer or business markets.

8. What is activity-based costing and why is it important for customer portfolio management?

9. Use the Fiocca model of customer portfolio analysis to cluster customers of a business-to-business organization to which you have access. What implications does this clustering have for the organization's customer management strategies?

10. In an organization of your choice, identify the touch points that contribute to customer experience. Investigate whether the organization can prioritize those touch points for their impact on customer experience, and assess the degree to which the customer experience is planned.

11. Using the 7P's formula, deconstruct the value proposition of an organization with which you are familiar.

12. Assess the significance and status of service quality in an industry of your choice. Identify what is meant by 'high quality service' in that context and evaluate the service delivery of two major players.

13. What do you understand by the term 'value' and to what extent is it possible to segments consumer or business markets by value requirements?

Reference no: EM13382602

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