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In today’s society, the competition is rampant. Consumers literally have hundreds of places to purchase from,
thanks in large part to the internet. If a person does not like the offerings in their area, they just have to hop
online and can order from literally anywhere in the world now. So, with so much competition, businesses really
have to pour the money into creating loyal customers. The idea of creating loyal customers is called Customer
Relationship Management.
Think of Wal-Mart, Dunkin Donuts, Starbucks, and Wal-Greens. Pick one of these businesses and assess their
customer relationship management (CRM) strategy. How does the business measure quality? How does the
business measure customer satisfaction? What do you think the business can do in order to improve their
CRM strategy?
Using the same business, you identified in the above bullet, how exactly are they going about creating
customer loyalty? What strategies are they using? How effective do you think their current strategy is at
creating and maintaining their customer’s loyalty? If you could change one items about their loyalty program
what would it be?
Discussion Board Requirements-For Full Credit: Make sure you Respond to both bullets, in at least 4 Good
Sentences per bullet, making sure you address all points of each bullet. Make sure you reply to At Least 1
Classmate in at least 4 full substantive sentences, that add discussion to our board, making sure you address
your classmate by name. Remember post early, for early grading and you can add to your posts, if needed.
Sample Solution
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