CRM sometimes is also termed "Customer Experience Management." Managing customer experiences is considered as important as acquiring or retaining customers at a broader level. Understandably, customers sometimes have bad experiences. These experiences can be characterized to be on a continuum from "least effective to most effective." Examples could be from merely not being attended quickly at car service, to seeing a roach in a restaurant, to a dry-cleaning service burning your favorite suit right before a big dinner. These experiences could be at any level. Assume that you are a customer relationship manager and were asked to develop a strategy for dealing with bad experiences. Imagine a business of your choice for answering this question. Develop a framework for dealing with bad experiences.

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Certainly dealing with bad experiences is crucial for maintaining positive customer relationships Lets develop a framework for addressing bad experiences in the context of a retail business such as an ... View the full answer