Customer Relationship Management

Question 1:
What is the core business of BestBuy? Explain how its CRM activities address the relationships that matter to
its core business.
Question 2:
Critically evaluate current BestBuy CRM initiative using an appropriate classification scheme in terms of
characteristics, type and performance. [
Question 3:
It is often argued that the way a company is structured internally has a great impact on mode and performance
of its CRM activities. With that statement in mind, appraise what structural changes an organisation must
undertake to switch from a product to a customer orientation? What about BestBuy? Is its organisational
structure appropriate for CRM purposes?

Sample Solution

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