Question 1:
Make a distinction between functional value and emotional value. Illustrate with instances.
Question 2:
Discuss and illustrate out the significance of functional and emotional value in creation of genuine customer relationships.
Question 3:
Loyalty schemes play a significant role in relationship development. How far do you agree with this statement?
Question 4:
CEOs admit that more time, money, and organisational changes will be needed to make the needed transition from product or channel driven structures and tactics to enterprise wide growth strategy that is truly customer centric. Most competitive customer acquisition and management involves much more than just data mining.
Making extensive reference to theories, illustrate out the developmental phases of customer acquisition and management processes for creating a customer centric enterprise.