Creating a Customer Relationship Management Plan/Loyalty and Distribution Methods
Topic 1: Creating a Customer Relationship Management Plan
Think of a company that has provided great customer service to you recently.
What did it do? How did it go beyond what you expected? What do companies have to do to get employees to deliver such services.

Topic 2: Loyalty and Distribution Methods
• Are loyalty programs more likely to be successful for certain kinds of products and service than for others?
• Given the proliferation of loyalty programs, how can you differentiate your program from competitors programs?