Question: QUESTION (ii) In an induction training session for multinational retail outlet, the marketing manager in addressing the new employees said one of their business philosophies

QUESTION (ii) In an induction training session for multinational retail outlet, the marketing manager in addressing the new employees said "one of their business philosophies is customer relationship management" and asked them whether they know what it is and its process. If you were one of the employees; a) How will you explain the term "Customer Relationship Management" using at least THREE (3) practical examples? (5 marks) b) Discuss with examples FIVE (5) activities that the retailer needs to undertake to achieve effective Customer Relationship Management? (15 marks)

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