CONSUMER BEHAVIOR 2010

WORKSHEET SESSION 8

NAME:
Answer the questions on this side of the line first;
During discussion, comment on the other side

1. What measures of customer satisfaction with the

transaction process do you have in your
company?

2. What 3 pieces of information would you want a

first-line contact person to have about a customer
during a contact with that customer?

3. What are the advantages of having a Customer

Relationship Management system in your
business?

4. What are the perils of having a CRM system in

your business?