Question: In-Class Activity #5 - CRM (MKTG20480) Module 3a - CRM Strategy Cycle - Acquisition and Retention INSTRUCTIONS - PART 1 In your teams, based on

In-Class Activity #5 - CRM (MKTG20480) Module 3a - CRM Strategy Cycle - Acquisition and Retention INSTRUCTIONS - PART 1 In your teams, based on the 5 Acquisition Strategies we discussed, imagine you are working for each of 1. Airline (Porter) 2. Casino (Niagara Falls Casino) 3. Florist (Ital Florist) You are analyzing existing customer data and making some assumptions. 1. What types of customers would you try to acquire for each company? Why? 2. What features/services would you promote for each company? 3. What types of customer would you not make any effort to acquire for each company? Why not? 1 2 O BE 20 C DELL FS F6 F? F10 F12 F11 o 3 + ? ) * % 5 p & 7 I 8 2 3 9 11 12 1/4 { P R T O 5 INSTRUCTIONS - PART 2 In teams you will be given one of the following Hilton Hotels "touch point". Reservations Arrival and Check In Guest Room First Impressions Service Failure Recovery Room Service Concierge Restaurant For the "touch point" create a scenario of: A moment of truth" that could result in a loyal advocato Type to - o BP 3 DELL UN 1 2 9 3 OVA wa 3 E R Y 0 U P T W ? B C N Alt Car Ctrl

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