Reference no: EM133089488

Essay - please write your response in the space provided after the question

The Electronics Store (TES) in a large city is losing business ever day to the big box store that recently opened up close by. TES is a family business built on a solid foundation of customer service, however business continues to erode. They have a decent CRM system with information on most of their long-term customers.

Question; what can they do to avoid losing more customers, and what can they do to perhaps gain new customers?

In your response, please consider:

-What can this family-owned business do to survive and grow?

-What do they need to do, and how should they go about it?

-How can they hold onto their customers?

This question is worth more than half of the exam grade. Please consider this in your response.

Please use the lessons from the text and from the lectures to build a comprehensive customer service strategy. Make sure to be concise and to identify the challenges, rewards and costs of your strategy, as well how it should be implemented.