Customer Lifetime Value, the Value Chain and Mass Customization
Customer Lifetime Value, the Value Chain and Mass Customization
Written Assignment 3 – Customer Lifetime Value, the Value Chain and Mass Customization
- . Not all customers have the same value to the organization. What does this mean in terms of managing CRM. How is this related to the concept of Customer Lifetime Value?
- . Discuss customer anticipation or expectation and customer satisfaction. What does this imply in managing customer relationships?
- What do we mean by the value chain? Why is this an important concept in CRM?
- . Define mass customization. How does this concept relate to customer satisfaction and customer retention?