1. Iris Rice is planning to take a huge step toward changing Polly’s Sweet Treats and Drinks’ business strategy. What does she need to do to collect the type of data she’ll require to make an effective decision? Explain what you would do if you were her. What would be your plan? Be specific.

2. Assume Ms. Rice moves forward with her plan to change the menu. This could alter the current customer base. Advise her on actions she should take to address customer defections. Explain how the actions will benefit her and potentially prevent customer defections.

3. The case suggests that many of Polly’s Sweet Treats and Drinks’ customers are from the same community. Parents came there as children and are now bringing their children there. Would you recommend that Iris use social CRM? Why or why not?