The Customer Relationship Plan – Discussion

Topic 1: Creating a Customer Relationship Management Plan

• Think of a company that has provided great customer service to you recently.
•  What did it do? How did it go beyond what you expected? What do companies have to do to get employees to deliver such services?

Topic 2: Loyalty and Distribution Methods

• Are loyalty programs more likely to be successful for certain kinds of products and service than for others?
• Given the proliferation of loyalty programs, how can you differentiate your program from competitors programs?