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Question 1:
(a) CRM means different things to different people. For one it is direct mailing for others it is an IT system. Draw a diagram and discuss the basic model for CRM.
(b) What is the best strategy to get feedback from customers for better customer satisfaction?
(c) Discuss four qualities that characterize a customer-focused organisation.
Question 2:
Your organisation is contemplating to implement a CRM system and you are the Project Manager.
(a) What CRM tool would you recommend to your boss for implementation and why?
(b) As a Project Manager, what would you include in your CRM Implementation Plan?
(c) Discuss on three performance metrics you would use to measure the success of the CRM initiative.
Advantages of the E - Marketing 1. High speed of interaction 2. Low cost provision and maintenance 3. Ability to provide mass customization 4.
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I need help in answering questions 4 a & 4b. Q4a : 400 words Q4b :400 words Please provide 3 references, (APA format) My TB is Marketing Management by Philip Kotler & Kevin Kell
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