The diagram below illustrates a Customer Relationship Management (CRM) system of a mobile telephone company (selling...
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The diagram below illustrates a Customer Relationship Management (CRM) system of a mobile telephone company (selling mobile phone monthly and prepaid plans as well as mobile phone units). Customer Relationship Management 1 2 3 Target population of potential customers Customers Loyal, repeat customers High-value repeat customers Lowvalue repeat customers Lost customers (chum) (a) Explain what activities would happen in the steps labelled 1, 2 and 3. (15 marks) (b) To prevent lost customers (churn), give two suggestions what can the company do? (10 marks) The diagram below illustrates a Customer Relationship Management (CRM) system of a mobile telephone company (selling mobile phone monthly and prepaid plans as well as mobile phone units). Customer Relationship Management 1 2 3 Target population of potential customers Customers Loyal, repeat customers High-value repeat customers Lowvalue repeat customers Lost customers (chum) (a) Explain what activities would happen in the steps labelled 1, 2 and 3. (15 marks) (b) To prevent lost customers (churn), give two suggestions what can the company do? (10 marks)
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Activities in the strips labelled 1 2 and 3 1 The customer is interested in the companys product or ... View the full answer
Related Book For
Management Accounting Information for Decision-Making and Strategy Execution
ISBN: 978-0137024971
6th Edition
Authors: Anthony A. Atkinson, Robert S. Kaplan, Ella Mae Matsumura, S. Mark Young
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