The CRM Project's purpose is to develop and implement a customer satisfaction survey to discover the strengths and weaknesses of a current physical brick and mortar retail store. You may choose any one store or a group of similar stores. Once the survey data is collected, you will interpret the data and develop strategies and recommendations for fostering better customer service, building customer loyalty, and for maintaining the discovered strengths.

CRM Project Phase 1: Rough Draft.

Create the survey data collection tool. Complete the research using the FSW library databases, the Internet, and other sources as necessary to build and complete a survey tool that will collect the correct information needed for developing better customer service. You may build the questionnaire that can be printed out and completed face-to-face, over the phone, or given to your participants to fill out, or in a survey building tool; such as Survey Monkey that can be emailed to a known population or target market audience. The focus is to discover the customers' attitudes, needs, perceptions, and the experience of the customers. Some questions to ask should include gender, an age group, and maybe zip code. The number of questions is up to you to decide. However, you may not want more than ten questions.