Question 1:

CRM leaders need to review a set of issues whilst thinking about their Strategy Development Process. This normally involves Business Strategy and Customer Strategy, give at least five examples of each.

Question 2:

What are the reasons why retention improves the impacts of Profitability ?

Question 3:

a. Name the three Criteria for Market segmentation viability?

b. Developing a multi-channel strategy that delivers an appropriate customer experience for a company's main customer segments they include 6 of key activities, what are they?

c. John McKean, a veteran CRM expert, has identified eight major areas the enterprise needs to focus on to achieve strong customer relationships, what are they ?