How can the firm use CRM to create customer value?

Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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How can the firm use CRM to create customer value?  Based on the current class readings provide what you believe are five strong and weak examples.  Please contrast the pros and cons of each one.   What are the key process mechanisms that you think lead to customer satisfaction and dissatisfaction?  Contrast this with the people-based factors? 

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