Topic 1: Creating a Customer Relationship Management PlanThink of a company

Topic 1: Creating a Customer Relationship Management PlanThink of a company that has provided great customer service to you recently.  What did it do? How did it go beyond what you expected? What do companies have to do to get employees to deliver such services?Topic 2: Loyalty and Distribution MethodsAre loyalty programs more likely to be successful for certain kinds of products and service than for others?Given the proliferation of loyalty programs, how can you differentiate your program from competitors programs?