Question: Individual project where you will have to develop CRM strategy for an organization of your choice. You will choose a company and study following points:

Individual project where you will have to develop CRM strategy for an organization of your choice. You will choose a company and study following points:

Aims of CRM,

Importance of CRM (why customer relationship management),

How to introduce CRM in the company,

How CRM can be an effective tool in this company (e.g., usage of CRM in identifying and maintaining relationship with customers; feedback from customers, designing service according to customers, etc.),

The role of CRM to find ways to keep customers in the company and to improve customer satisfaction and loyalty,

How to use information technology in CRM in this company,

Limitations of CRM.

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