Creating customer engagement in offline and online environments is a key pillar of an organisation's competitive advantage. Make a critical evaluation of the above statement and provide examples to support your answer.

Identify a company that you think is customer-centric and one that is not.

The tactics associated with a customer relationship management (CRM) strategy vary from stage to stage in relationship development. Evaluate the extent to which your organization’s CRM tactics align with its CRM goals and each relationship stage. Propose modifications an organization should follow in its CRM efforts to improve its effectiveness in maintaining and improving customer relationships.

Describe the differences between viewing customer relationships as transactional versus having a lifetime value. How does the lifetime value concept change the way that service businesses assess customer relationships?  What are the benefits to the service business of solid customer relationships and customer loyalty?

What is customer relationship management (CRM)? How are firms integrating this information into their marketing and general business practices?

Could a company effectively apply any aspect ofmarketing analytics if it can’t track the customer journey?Why or why not?