Question 1:

(a) Define the term "value".

(b) Distinguish between functional value and emotional value. Illustrate by using relevant examples.

(c) How can functional and emotional value enhance the creation of genuine customer relationships.

Question 2:

Developing more loyal customers' increases revenue. A company has to spend to build customer loyalty. However, a company should invest in relationship building in such a way that costs do not exceed gains.

(a) Elaborate on the different levels of investment that a company can use for building customer relationships.

(b) Could companies invest in all levels of customer relationship building? Why?

(c) (i) Distinguish between the "functionally loyal" and the "emotionally loyal".

(ii) Which one is more important for a CRM strategy.