Due: End of Session $5$

Instructions:

Answer these questions from Chapter $5,$ for examples where it$$s relevant, relate to your business or the fictional business you$$ve used in previous courses.

Format your submission so it$$s clear which question you are answering.

Questions:

Analytical CRM is the future and will try to encompass all areas of the customer$$s lifecycle. Such an analytical approach will then need excellent technology. It will demand an organization that analyzes the customer journey as a whole, and it will raise questions about customer privacy.

Define the customer lifecycle and identify the stages of this cycle.

What is an NPS score?

Do we know which variables will have the highest impact on an NPS score? In the example Crayfourd gave, it was mobile phone coverage and network service quality. What variables will have the highest impact on your companies NPS score?

What is a KPI? Why are they a valuable thing for a business to identify?

List $3$ examples of common social media business goals $($ex$.$ Increasing social media reach$)$ and outline $3$ KPI$$s for each example that could be tracked.