Problem
Customer Relationship Management (CRM) is one of the fundamental enterprise systems that we cover in this course. In the Filene's Basement: Inside a Fired Customer's Relationship Case by Jill Avery, Susan Fournier. CRM functionality is directly used to "fire" a customer. You should present a comprehensive analysis and critique of Filene's Basement's decision, actions, and consequences. Your response must comprehensively address each of the following questions, with each question (and its response) clearly delineated with a separate heading or some other separator in your document. (In other words, do not submit a single, long-running, stream-of-consciousness narrative with no separators)
The questions your submission needs to address are:
A. Describe what "firing" a customer in general, and Norma in particular, actually means.
B. What specific rationale did Filene's use to fire Norma, and is there a chance that Filene's "got it wrong"?
C. Would firing a consumer customer (i.e., an individual person) be different in another industry besides consumer retail?
D. Does firing a customer apply in B2B situations with a business (not a consumer) customer? How?
E. Are there any "counter-arguments" against "firing" a customer?
F. What is the downside of firing a customer?
G. Are there "better" alternatives to firing a customer that Filene's or another company might consider?
H. Critique the concept of Customer Lifetime Value (CLV) as described in the case. Is CLV truly valuable? Are there any downsides to the usage of CLV?