Question 1: Consider the customer satisfaction model show below. Explain, why is it important to measure customer expectations as well as actual satisfaction from consumption or usage? Question 2: Given the proliferation of loyalty programs, how can you differentiate your program from competitors programs? Next, create a framework using the customer relationship management model as seen here. Now address the Customer Relationship Management Model questions: CR Model Questions to address regarding the model process step: 1. Create a database: What does this look like and why? 2. Analysis: How will you analyze your database? What formulas, methods will you use in your analysis? Provide a fictional example. 3. Customer selection: Give a rationale for selecting your customers. Will it strictly be based on profitability or will you use other variables? 4. Customer targeting: How will you reach your customers? 5. Relationship marketing: Create a customer relationship marketing program. 6. Privacy issues: Consider privacy issues. 7. Metrics: How will you measure your results? Elaborate on the bulleted points on each slide rather than just reading the slides.
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