. Present a short overview of your brand, product, organization, target audience and market.
2. Identify the major business orientation of your brand (is it: product, production, selling or customer oriented?) And explain why.
3. List the important constituencies of your company who have an interest in CRM and explain why for each.
4. A number of studies in different industries and companies support the relationship between customer satisfaction, loyalty and business performance. Briefly summarize two academic research papers that take about this relationship (preferably, in your sector of business or industry) and explain how your brand can benefit from the findings of each of these two papers.
5. Which of the popular techniques for acquiring new consumers your brand is following? Rank each technique in order of which is most likely to result in high lifetime value customers; and provide an explanation for your ordering.
6. List and explain each of the positive and negative retention strategies your company or brand is using and evaluate the effectiveness of each strategy in your opinion.
7. Identify the 7Ps of your brand’s marketing mix and explain how each of them is generating value to the targeted customer.
8. Service recovery, that is managing a service failure, can actually build your relationship with a customer. From the history of your own company or brand, identify an instance where the company effectively recovered from a failure to fulfill what the customer expected. Explain what did the company do and what was the effect on their customers.
9. Identify and explain the effect of each of the 4I’s of customer engagement with your company’s or brand’s social-media web presence.
10. Identify the causes of your company’s CRM failure or success and explain why they are critical elements of CRM implementation.
The Walt Disney Parks and Resorts are a part of The Walt Disney Company’s four main business divisions. The Walt Disney Parks and Resorts segment is in charge of the conceptualization, development, and management of the corporation’s theme parks and holiday destinations as well as several leisure enterprises that target family leisure activities. The subsidiary was established in 1971, following the successful launch of the Magic Kingdom at Walt Disney in California (Doyle, 2012). Initially, the branch was known as the Walt Disney Outdoor Recreation Division, and later as the Walt Disney Attractions, before being renamed to what it is officially known as today, the Walt Disney Parks and Resorts Worldwide Inc. Walt Disney’s initial theme park was Disneyland, which opened in 1955. In later years, the company developed the themes parks and resorts subsidiary after the establishment of the Magic Kingdom Park at the Walt Disney Resort in Orlando, Florida. Ever since the inception of the theme parks and resorts division, the company has made steady growth and built parks all over the globe (Doyle, 2012). To date, the theme parks and resorts segment has overseen the opening of several resorts and theme parks in different parts of the world. The Disneyland Resort, which was the first resort under the division in 1955, has since grown to incorporate Disney’s California Adventure Park and several luxury hotels (Doyle, 2012). Another resort run by the subsidiary is the Walt Disney World Resort in Florida, which grew from the Magic Kingdom. It has several theme grounds, including the original Magic Kingdom, Disney’s Hollywood Studios, and Disney’s Animal Kingdom. Additionally, the resort also hosts several water parks and hotels. Opened in 1983, in Chiba, Japan, the Tokyo Disney Resort was the first Disney theme park to be opened away from the United States (Doyle, 2012). In 2001, the resort expanded to consist of the Tokyo Disney Sea that incorporates maritime and subaquatic themes in addition to numerous hotels and a shopping complex. Disney Paris opened in 1992 in Marne-la-Vallee, Paris and comprised of two theme parks, the Disneyland Park and the Walt Disney Studios Park…