1- How are customer expectations related to customer satisfaction? How does customer satisfaction fit into overall CRM?
2-What are the different “types” of loyalty that may be considered relevant for the organization? How would organizations selling low involvement products engender high loyalty? Explain.
3- What is Customer Portfolio Management (CPM) with respect to CRM? What are the main considerations and methods for implementing CPM in CRM?
4. What are the main approaches used for customer retention and development? How do customer experience and customer engagement fit into customer retention and development? Explain.
5- Which types of organizational structure are more compatible with CRM? Explain. How does organizational culture impact on CRM?