1. Choose
a company that puts their customers first and enjoys a leading position in the market.
Based on your experience or observation, try to analyze this company’s CRM
strategy from the following perspectives:
(i) Strategic CRM
(ii) Operational CRM
(iii)
Analytical
CRM
(iv) Customer experience management
2. If you
are the manager of a large retail bank and you find that some customers are of
low value to the company and incur high cost to serve, how could you manage
this customer group? Discuss the process.
3. Discuss
any four characteristics of customer analytics.
If you are the shop manager
of City Super supermarket (https://www.citysuper.com.hk/en/Footer-Pages/corporate-profile/about-us/corporate-profile),
and you are allowed to install some measurement devices, what types of customer
analytics will you collect and why?