MNM3712 ASSIGNMENT 4 2024 (The Grand Barbershop knows that customer loyalty can help the business boom in the best of times, but that it can also help the business survive through tough or challenging times. The Grand Barbershop wants to retain their lo

MNM3712 ASSIGN 4 2024 0717513144




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, MNM3712 ASSIGN 4 2024 0717513144


Contents
QUESTION 1 ............................................................................................................. 3

Developing CRM Strategies ................................................................................... 3

The following are 8 steps in CRM planning process ............................................... 3

Applying CRM Strategies for Growth and Retention ............................................... 4

Stage 1: Pre-planning ............................................................................................. 4

Stage 4: Developing CRM strategies ...................................................................... 5

Strangers ............................................................................................................ 5

Barnacles ............................................................................................................ 5

Butterflies ............................................................................................................ 6

True friends ......................................................................................................... 6

Stage 5: Competitive benchmarking ....................................................................... 6

Stage 8: Selecting a CRM strategy ..................................................................... 7

Conclusion .............................................................................................................. 7

QUESTION 2 ............................................................................................................. 7

Theoretical Discussion............................................................................................ 8

Practical Application of case ................................................................................... 8

References ............................................................................................................... 10