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Imagine you were just hired as CRM Manager / CRM consultant to a company in the industry you selected for your previous assignments. Please refer Slides 15 to 19 in presentation named as CRM Strategy_Road_Map_continue and read the hint given about this homework in this presentation.

1. Ask 4 questions to your employee / team / fellow colleagues that will help you understand what the companys CRM vision, what is their current situation on their CRM journey and what they question to understand their customer.
2. Write also the expected answer

Many example questions are already explained in your lecture slides and the supplementary sources (blog posts) . You are asked to find out just 4 important and meaningful questions and their answers.

Examples of questions & answers you are expected in your homeworks:

Company in a clothing sector that operates online.

EXAMPLE 1.

a ) QUESTION 1:Which criteria are primarily used to segment your customers? You can give more than one segmentation criteria

b) Expected Answer 1: The criteria we primarly use to segment our customer is the category they purchase mostly (over 60% of time).

For example if our customer prefer big sizes most of the time, we segment them as oversize. If they prefer home wear most of the time we segment them as housewife.

EXAMPLE 2.

a) QUESTION 2:Via which channels customers prefer to be informed by the company? And what is the proportion of their channel preference? b) Expected Answer 2: 85% = e-mail, 10%= SMS, 5% didnt give permission for any communication.

For one of the question you can add another part c which is optional

c) This answer will help me to ..

This will help me plan the communication budget of my CRM campaigns. Also, how much of the the customers in database can be accessed via those communication channels. I will be able to identify those customers who are marketable. How many have given permission for communication. Which channel to use for which customer segment while targeting them for a campaign.