Answer ONE of the following questions:

1) Explain the overall objective of customer relationship management and the stages that customers are pulled through in the process. For each stage, identify the marketing goals during the stage as well as examples of strategies that may be used. (Answer should be two pages, maximum, double spaced.) (or) 2) Discuss the relationship between customer expectations and customer satisfaction. What might cause expectations to be higher or lower? How is the zone of tolerance a useful diagnostic tool in terms of developing strategies aimed at improving customer satisfaction? (Answer should be two pages, maximum, double spaced.)