Project #105689 - Customer Relationship Questions

Assignment 1: CRM, CMR, VRM or ….. Who Cares? (10% of the final grade)

In this assignment, we will explore several acronyms dealing with Customer Relationship

Management. These are CRM, CMR and VRM. In order to have a more complete understanding of the material we will be discussing this semester and in order to develop effective CRM programs, it is imperative that we understand what CRM is and what it is not. For example, the author shares an experience with a client that thought they had a CRM program, but when he examined what that program entailed, he found that essentially it was a huge binder full of records of customer transactions and monthly orders. They proudly proclaimed that this was their “CRM” book. Clearly, they had no clue what CRM was and further, could not possibly have an effective CRM program because they did not appreciate the dimensions of CRM.

Read Chapter 2 in the Greenberg text and respond to each of the questions below: (https://www.academia.edu/7272872/CRM_At_the_Speed_of_Light)

1. Discuss the traditional definition of CRM.

2. What does it mean to suggest that we should, “move from CRM to CMR?”

3. What is the relationship between Social CRM and empowered customers?

4. The author indicates that, “VRM is the reciprocal of CRM.” What is the significant of

this statement.

 

Due by 3PM EST

My Offer: $25

 

Subject General
Due By (Pacific Time) 01/27/2016 03:00 pm
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