Question: Question 1 [50 marks] Read the Case Study below and Answer the questions that follow: a) Assume that you are the Marketing Director for a

Question 1 [50 marks]

Read the Case Study below and Answer the questions that follow:

a) Assume that you are the Marketing Director for a new telecommunications company in Botswana. Your company desires to capture and retain customers from the existing competing companies. You have been tasked to develop a strong CRM strategy to win the competition battle. Outline the process you will follow in planning the CRM strategy for your company. (30 Marks)

b) It is often argued that employees are an important component of the firms customer base, thus they should be considered as part of the firms customer relationship building exercise. Do you agree or disagree with this statement? Provide support for your answer. (20 Marks)

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