Case study questions
- Why do you think Amazon Prime has been so successful for so many years, when most other programmes lose their allure?
- What aspect of loyalty does Prime tap into?
- What do you think of Amazon’s decision to include their video streaming as part of their Prime membership?
- How do you think CRM changed or evolved as social media rose to popularity?
- Why do customers respond so positively to personalised communication?
- What ethical problems do you think customers might raise with regards to behavioural tracking?
www.insidecrm.com – This useful website regularly posts white papers and reports breaking down updates and developments in the field of CRM.
churchofcustomer.com/ – This useful blog regularly features guest writers and experts in the field of social media and CRM.
www.cluetrain.com – Home of the Cluetrain Manifesto, a set of guiding principles geared towards conducting business in the digital world.