Reference no: EM131669075
Answer the following questions in essay format utilizing critical thinking. All answers should be in your own words and be based on your reading of the assigned chapters.
Chapter 3
1. Is there a difference between relationship marketing and CRM?
2. Reinartz and Kumar provide a typology of customers: butterflies, true friends, strangers, and barnacles. Define each and describe how a company can best manage each.
3. Transactional marketing is being replaced by relationship marketing. Explain what is meant by this.
Chapter 4
1. Can an internal competitive work methodology ensure successful CRM?
2. A national retailer of electronic products, TV, stereos, PCs, printers, and accessories, as well as music and videos, has committed itself to a CRM strategy to help differentiate itself from its major competitors.
What can this retailer do to support its employees in their effort to build and sustain customer relationships?
Each question response will be a minimum of two paragraphs. You can also include, after your initial response, examples of how you have seen the ideas and concepts In action in your experience and/or work In a retail setting.
All assignments are expected to be In APA format 12pt, double spaced, times new roman.