Problem 1: Explain management of the customer life cycle in terms of the three phases of CRM: acquiring, enhancing, and retaining customer relationships.
Problem 2: What are some organizational challenges of implementing CRM, and what are some next-generation CRM trends?
Problem 3: Test your comprehension of the principles in this module by discussing ways to acquire new customer relationships and how to enhance and retain existing relationships.
Problem 4: Define the next generation CRM infrastructure in terms of integration of customer content, customer contact information, end-to-end business processes, and the extended enterprise.
Issues to Consider
Problem 5: Of the five core CRM process competencies, do you believe one is more critical than the others? Explain the reason for your response.
Problem 6: Cisco Systems changed the way it processes orders. What was its old way and what is its new way? What were the drivers of this change? What were the results?