Creating a customer relationship management plan


Discussion

Topic 1: Creating a Customer Relationship Management Plan

• Think of a company that has provided great customer service to you recently.

• What did it do? How did it go beyond what you expected? What do companies have to do to get employees to deliver such services?

Topic 2: Loyalty and Distribution Methods

• Are loyalty programs more likely to be successful for certain kinds of products and service than for others?

• Given the proliferation of loyalty programs, how can you differentiate your program from competitors programs?

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Marketing Management: Creating a customer relationship management plan
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