1: Define Value

2: List the 7P's and what the model tells us.

3. How has the customer experience is changed by CRM technology? What are Four features of CRM technologies that have an impact on customer experience?

4 You are a Process Engineer at a software company and have recognized that the manual marketing process your Marketing organization users takes them months to create marketing plans and they are not quick to execute marketing opportunities as they come up. You are tasked to convince the Director of Marketing to invest in a Marketing Automation tool--describe the benefits of Marketing Automation as if you were speaking with the Director.

5 When will Sales Automation enhance performance?

6 What is Workflow development and why does Prof Cody think it's one of the more important parts of Service Automation?

7 What is the difference between (standardised) Reporting, OLAP & Data Mining?

8 What is the CRM conundrum? Why does typically ROI calculations not work with CRM? In your opinion, how do we overcome this?

9 In your own words describe to me the 8 steps of Kotters Change Management.

10 Tell me one issue in the CRM world and give me your opinion