Learning Activity 1: Importance of CRM

(a) Explain the term ‘ladder of loyalty’ and its importance for CRM

(b) Choose one  customer centric organisation of your choice and define how the  concept of ‘ladder of loyalty’ is being implemented to enhance customer relationships  

(c) Describe the main channels of Digital Communication s that can be used by a music company to nurture its online CRM relationship 

(d) What is Database marketing important for CRM organisations?

(e) How is CRM Profiling different From CRM personalisation techniques?

Work out the above questions in an essay-type format, in a Word document and upload on the platform.