Customer Relationship Management

1. You have started a new business. However, to acquire new clients and retain existing ones, you plan to adopt the concept of reciprocity. What are the different ways you can adopt to use reciprocity? Explain with examples.

2. Starbucks and Walt Disney have a strong community of loyal customers. However, this has been built over a period. How does a community help a business, what does a community imply and cite two examples of strong community networks and how they have helped companies build a loyal customer base.

3. “Dissatisfaction of CRM implementations are high. CRM projects also need to be futuristic.” In context of the statement:

a. What causes dissatisfaction in CRM implementations?

b. What are the factors that you must consider for the future of your CRM projects?

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