Thesis on "Client Relationship Management"

Quoted Instructions for "Client Relationship Management" Assignment:

An independent research project has to be submitted on Customer Relationship Management. I have to answer 33 of the 79 questions that will follow. The topic of the project will be an organization of any choice. While it is helpful if the selected organization already has a customer relationship management program in place, it is not a requirement. We may base the project on how an organization could implement such a program. Students may elect to create their own hypothetical organization if we desire. Each answer should be 3 to 4 sentences for the 33 questions out of the 79.

Marketing 308

Customer Relationship Management

Course Project

1. Explain your effort to adopt a customer focus.

2. What is your procedure for building a customer relationship?

3. Discuss your management of customer relationships.

4. Explain your use of technology in customer relationship building.

5. Discuss how you are transforming to a customer-strategy enterprise.

6. How will you develop a learning relationship with customers?

7. How will you create, build, and maintain relationship equity?

8. Discuss your efforts at customer retention.

9. How will you build and manage a demand chain?

10. Discuss, for a product or your industry, your share of customer.

11. How will you manage each stage in the relationship development process?

12. Discuss your relationship building blocks.

13. How will you create and build customer trust and commitment?

14. Discuss your customers***** emotional and functional loyalty.

15. How do you differentiate among customers?

16. Discuss your efforts to create customer intimacy.

17. How will you customize your offering for particular customers?

18. How do you identify key customers?

19. Discuss your place in the customer data revolution.

20. Explain your use of mass customization.

21. How do you use event-***** prospecting?

22. How do you measure customer value?

23. Explain you attempt to maximize a customer*****s lifetime value.

24. Discuss your management of various customer value categories.

25. Explain how you differentiate between customers according to needs.

26. How to you gain understanding of customer needs?

27. Discuss your customer collaboration strategy.

28. How do you build and manage customer dialogue?

29. Discuss your management of customer touch-points.

30. How do you make implicit and explicit bargains with customers?

31. Explain your use of integrated brand communications.

32. Explain your use of integrated marketing communications.

33. Discuss your creation of a closed-loop communication system.

34. How do you learn a customer*****s preferred media package?

35. Explain your use of customer service representatives (CSR*****s).

36. How do you manage complaining customers?

37. Explain how you manage your contact center.

38. Discuss your use of opt-in and opt-out email to build customer value.

39. Discuss your development of an email strategy.

40. Explain how you deal with customer privacy issues.

41. Discuss your use of permission marketing.

42. Explain how you manage and utilize transactional and individual data.

43. Discuss your development of a privacy pledge.

44. How have you made customization profitable?

45. Discuss your use of agile manufacturing.

46. Explain your use of modular design.

47. Discuss your customer*****s enhanced need set.

48. Discuss your value stream.

49. How do you create attitudinal loyalty?

50. How do you create behavioral loyalty?

51. How do you use customer profitability metrics?

52. How do you use longitudinal customer profitability metrics?

53. How do you measure customer satisfaction?

54. Explain your use of data mining.

55. How do you optimize customer contact?

56. How do you manage distribution channels regarding CRM?

57. How do you identify superprime and subprime market segments?

58. What is found in your customer portfolios?

59. Explain your efforts at relationship governance.

60. Describe the categories in your portfolio of customers.

61. Explain your use of a picket fence strategy in the CRM transition.

62. What are the goals of your change management program?

63. What is the role of marketing, customer service, and the sales force in CRM?

64. Discuss your employee management challenges in your CRM strategy.

65. How do you measure customer and employee loyalty?

66. Discuss your delivery channel issues.

67. Discuss the sources of channel issues and problems and your response to them.

68. Analyze your channel flows and costs.

69. Discuss any horizontal or vertical channel conflict that does or may exist.

70. Discuss your distribution system management.

71. How do you sell direct using the internet?

72. How do you use a team approach for selling products?

73. How do you obtain dealer buy-in?

74. Explain your customer-focused supply chain management.

75. Discuss your creation and management of sell-side portals.

76. How do you use customer-direct channels?

77. Discuss your use of automatic replenishment.

78. Explain common delivery issues you face.

79. How have you created a customer-focused delivery workforce?

The student must answer any 33 of the 79 questions. Each question is worth three points

Grading Scale:

A: 30-33 correct answers

B: 27-29 correct answers

C: 24-26 correct answers

D: 20-23

F: Less than 20 correct answers

Points Awarded:

3: Answer is well written and complete, and free of grammatical and spelling errors. Answer contains a minimum of three compete sentences. Full understanding of the question is apparent.

2: Answer is short (two to three sentences), incomplete, or contains grammatical or spelling errors. A basic understanding of the question is apparent.

1: Answer is limited to one sentence, or contains grammatical or spelling errors. Elements of the correct answer are contained.

0: Answer is less than a complete sentence or is completely inaccurate. An understanding of the question is unapparent.