Case analysis

Case analysis

Question 1

Fred's decision for choosing the third alternative is quite logical and sensible. The in-store management services were leading to lose of customers, whereas, some initiate was needed on immediate basis that could address the problem, as well as, work it out. Fred was responsible to make a choice that had less risk, as well as, higher probability for success in the customer relationship management. Customer relationship management is an extremely important facet for the success or failure of any business. Any business would get into losses and financial troubles if it does not cater to customers in an appropriate manner.

Moreover, customer relationship management decides the fate of the business. A satisfied customer sends several other customers to the business, whereas, a dissatisfied customer tends to pull the customers away. A loyal customer is a very important asset of any business, which comes to buy your product regardless of competitors' brands in the market. Businesses build their successes through customer relationship management, they tend to engage with their customer at every step to build a harmony between product quality and customer needs.

In case of the given scenario, the decision of Fred was quiet reasonable for training of non-management employees. There are several reasons for the soundness of the decision, as discussed as under;

Falling within the budget: the total cost of the program was falling within the budget allotted to the manager. The total cost was saving up $20,000 from the allotted budget. The consultant was ready to train 55 people for cost of 50 people.

Personalized services: individual attention and simulations would be provided to each of the employee so as to prepare him in the most effective manner for customer dealing under all situations.

Customized to hardware store: as per the agreement of consultant, the ...