best buy case study 2

Complete the following three questions based on the case study
Question 1:
What is the core business of BestBuy? Explain how its CRM
activities address the relationships that matter to its core business.
[20%]
Question 2:
Critically evaluate current BestBuy CRM initiative using an
appropriate classification scheme in terms of characteristics, type
and performance. [40%]
Question 3:
It is often argued that the way a company is structured internally has
a great impact on mode and performance of its CRM activities. With
that statement in mind, appraise what structural changes an
organisation must undertake to switch from a product to a customer
orientation? What about BestBuy? Is its organisational structure
appropriate for CRM purposes? [40%]

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