Unit 8 focuses on customer relationship management (CRM). Companies benefit from CRM by better retaining customers and improving the CLV (customer lifetime value) of customers.
There’s a great video here about how CRM systems work. The bigger the company, the more necessary it may be to use a CRM system to automate the process.
Share an experience you had with a company that shows how the company succeeded at CRM or failed at CRM. Tell your story and explain the takeaway lesson for marketing successfully with CRM.
700-word count
2 scholarly references
