Reference no: EM132458142

To help you answer the questions on this worksheet you may reflect on many sources of information (e.g., required readings, internet searches, talking to others, personal experience, etc.). To help you make the most of your time, the following outline details the course-related materials that would be sufficient to read or view prior to answering each respective question.

Question 1. "Customer Metrics and Their Impact on Firm Performance" (and, if the company has a prominent service component to its offerings, "Putting the Service-Profit Chain to Work").

Question 2. Part (a) "Customer Metrics and Their Impact on Firm Performance"; Part (b) "Putting the Service-Profit Chain to Work"

Question 3. Provide an example of each of the following [for full credit, you must answer (a) and (b)]:

a. Pick one of the generalizations noted in the "Customer Metrics and Their Impact on Firm Performance" article and describe an example of the generalization found in a real scenario. You may use an example from an organization (or industry) for which you do or have worked or you can find an example from past news stories or PR releases.

b. Provide an example of an organization either successfully or unsuccessfully implementing/following the links the service-profit chain. Your example does not need to detail every link in the chain, but it should incorporate a majority of the links.

Attachment:- marketing.rar