Memo format

Is there a difference between relationship marketing and CRM?

Reinartz and Kumar provide a typology of customers: butterflies, true friends, strangers, and barnacles. Define each and describe how a company can best manage each.

Transactional marketing is being replaced by relationship marketing. Explain what is meant by this.

Can an internal competitive work methodology ensure successful CRM?

A national retailer of electronic products, TV, stereos, PCs, printers, and accessories, as well as music and videos, has committed itself to a CRM strategy to help differentiate itself from its major competitors. What can this retailer do to support its employees in their effort to build and sustain customer relationships?