University College London Customer Service at Datatronics Case Study MINITREX CASE STUDYDATATRONICS CASE STUDY Read the CRM at Minitrex Case Study on page

University College London Customer Service at Datatronics Case Study MINITREX CASE STUDYDATATRONICS CASE STUDY

Read the CRM at Minitrex Case Study on pages 243-245 in the textbook. Answer the Discussion Questions at the end of the Case Study. Your responses must be complete, detailed and in APA format.

1. Explain how it is possible for someone at Minitrex to call a customer and not know

(a) that this is a customer and (b) that this is the third time this week that they had been called.

2. Outline the steps that Bettman must take in order to implement CRM at Minitrex. In your plan be sure to include people, processes, and technology.

DATATRONICS CASE STUDY

Read the Customer Service at Datatronics Case Study on pages 246-250 in the textbook. Answer the Discussion Questions at the end of the Case Study. Your responses must be complete, detailed and in APA format.

1. Outline the specific information that Matt should collect to build a case for improving customer service at Datatronics.

2. Describe your top ideas for Matt to present to Joel next week.

3. How would Matt get Joel to support his ideas?