Question 4 Proactive in people development, Harley-Davidson shares company values, philosophy, and brand experience with its staff and provides effective communication to its independent dealers. Professional training by members of the Harley-Davidson University in the U.S. encourages consistent service at every dealership. Thus, Harley-Davidson's employees around the world can be confident about providing the genuine Harley-Davidson experience. Satisfied employees deliver outstanding services that generates sustainable customer and brand loyalty, positive word of mouth, and ultimately higher company sales. To remain competitive, Milwaukee-based Harley-Davidson has started to enlarge its customer base and successfully connect with new, younger riders by way of social media applications, such as Facebook and Twitter. Engaging relationships have been established with young adults who form a large part of its global followership. Important feedback that Harley-Davidson's strong brand name remains appealing to the younger audience is encouraging, Problems: a) Now analyze this situation in terms of customer perceived value and suggest what they could do to improve the situation Give your reasons. (Max words 80) (Marks 3) b) What kind of customer relationship management (CRM) strategy is followed here. Explain. Give your reasons. (Max 50 words) (Marks 2)