Benefits and importance of superior customer experience

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Reference no: EM133088319

1) Discuss the benefits and importance of superior customer experience in acquiring and retaining customers in the challenging present environment.

2) Classify with examples, the common Customer Relationship Management (CRM) tools and techniques utilised by organisations to better understand and segment its customers and ultimately maximise Customer Lifetime Value (LTV). With relevant examples, explain the barriers to CRM success.

3) Discuss how positive Word of Mouth (WOM) and referral programmes are crucial to the success of the firm

4) Illustrate the reasons behind Grab considering to launch a loyalty programme and discover the effectiveness of the ladder of loyalty in building relationship with customers. Support your answer with examples.

Reference no: EM133088319

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