BAD 1680 – Customer Relations Assignment 2 – 50 points

For this assignment you are required to identify a local small business and interview the owner.

Once you receive the answers to the following questions write a paper, with a minimum of two typewritten double spaced pages, discussing them and analyzing the implications of the business owner's responses to customer relations management.

1. Does your company align its activities to satisfy and retain customers? If the response is yes, ask what specifically does the firm do? If the answer is no, why not?

2. Do you collect, analyze, or use customer data to improve quality, satisfaction, and retention? If the response is yes, ask what specifically does the firm do? If the answer is no, why not?

3. Do you spread that information throughout your organization? If the response is yes, ask what specifically does the firm do? If the answer is no, why not?

4. What specific factors facilitate or inhibit your ability to be customer oriented? Please be specific.

B. You have just started working for a company that manufactures and sells high-end cooking ware. You want to find a way to enhance your customers’ perception of the products and give them great ways to use the cookware. You know that if they get excited about the cookware, they will tell their friends and your sales will improve. What creative, and inexpensive, ways can you imagine to give information about cookware to your customers? Describe in detail, your best ideas (applying principles for the chapter).

C. What kind of experience would you expect from a dealership selling Hondas versus Lamborghinis?