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1. Choose a firm that you believe demonstrates an exemplary CRM strategy.

  • What makes the CRM strategy really connect with customers?
  • What makes the CRM tools customer- and employee-friendly?
  • How does the CRM strategy allow for superior managerial decision-making?


2. Imagine you were opening a new Tex-Mex style casual restaurant in Philadelphia. What types of data would you want to collect on your potential customers and your market? How would you go about collecting this data?


3. Identify a firm that you believes has outstanding service and uses service as a differentiator. Explain why the firm’s service is outstanding and how staves off and defends against its key competitors.

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