You have been approached by a retail chain (identify and briefly describe the retail chain) that discusses a proposal with you.

You have been approached by a retail chain (identify and briefly describe the retail chain) that discusses a proposal with you. It wants to differentiate itself from its competitors by investing in a chain-wide system it wants to call Customers Really Matter (CRM). The aim is to use this system as part of its efforts to deliver superior customer service and build relationships with its clients. Based on your discussion with this retail chain:

 

(a) Describe three potential benefits of the Customers Really Matter system to the retail chain; write at least 3 sentences about each potential benefit (10 points); and

 

(b) Describe three stages that you advised the retail chain were necessary in its  development and implementation of this system; write at least 4 sentences about each stage (15 points).

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