Based on the readings attached , respond fully to the following questions:
- Based on your understanding of the principles of CRM, why has there been a shift in focus to the customer? How does this shift benefit the organization? How does it benefit the consumer?
2. Effective CMR requires consumers and organizations to establish and develop relationships with each other. What are the characteristics of good relationships? Why is it difficult to sustain relationships? What are some of the barriers to effective relationships?
- Identify and briefly the keys to successful CRM implementation.
4. Define and discuss the three primary models of CRM: the IDIC model; the QCI Model and the CRM Value Chain Model. How are these models similar? How do they differ?
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