1. How should customer satisfaction be measured at a bank? A restaurant? A manufacturing firm? A retailer? 2. Do you think CRM applications unnecessarily invade customers’ privacy? Explain. 3....

1. How should customer satisfaction be measured at a bank? A restaurant? A manufacturing firm? A retailer?

2. Do you think CRM applications unnecessarily invade customers’ privacy? Explain.

3. Describe the steps necessary for designing and implementing a successful CRM program.

4. What is the most common mistake made when designing and implementing a CRM program?