The CRM project team of Ocean Basket has already done the preplanning and has coordinated

the CRM initiative within the organisation, and now needs to plan the rest. Your task is to come

up with practical examples of how Ocean Basket can implement certain steps in the CRM

planning process, keeping in mind Covid-19.

The steps are listed in Chapter 8 of your textbook, and explained throughout your study

material. Apply Steps 3, 4, 8, and 10 in the CRM planning process, to Ocean Basket. Be guided

by the mark allocation for each question.

No marks will be awarded for a discussion of the theory of these steps. Only examples

which are relevant to Ocean Basket, will earn you marks.

Step 3: Customer assessment

(Include practical strategies and a discussion of customer satisfaction, retention, and

loyalty regarding Ocean Basket)