Complete the following three questions based on the case study
What is the core business of BestBuy? Explain how its CRM
activities address the relationships that matter to its core business.
Critically evaluate current BestBuy CRM initiative using an
appropriate classification scheme in terms of characteristics, type
and performance. [40%]
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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