With so much competition, businesses must pour their money into creating loyal customers. This concept is called Customer Relationship Management (CRM).

• Walmart
• Dunkin Donuts
• Starbucks
• Walgreens
• Pick one of these businesses and assess its customer relationship (CRM) strategy. How does this business measure quality? How does the business measure customer satisfaction? What do you think the business can do in order to improve their CRM strategy?
• Using the same business, how are they going about creating customer loyalty? Examine what strategies they are currently using to entice customer loyalty? How effective do you think their current strategy is at creating and maintaining their customer's loyalty? If you could change one items about their loyalty program what would it be?