COVID-19 is changing the business model of clothing retailers, such as Zara (i.e. Schumpeter, 2021, Re-Fashion Model:
management
Description
Student Critique 2
- Challenge:
COVID-19 is changing the business model of clothing retailers, such as Zara (i.e. Schumpeter, 2021, Re-Fashion Model: Can the Owner of Zara Tailor Its Business to Fit On-Line Shoppers?, The Economist, January 16, p. 55, www.pace.edu / library - inter-library loan), to be an e-Commerce model.
2A. Please discuss how Zara might improve its Customer Portfolio Management (CPM) for its current high-income customers with Customer Relationship Management (CRM) technologies (e.g., www.destinationCRM.com) - Buttle & Malkan, Strategic CRM, Chapter 5: Customer Portfolio Management (CPM), Strategically Significant (SIG) Customers, p. 162 (50% of Student Critique 2 Grade);
2B. Please explain how Customer Relationship Management (CRM) technologies (e.g., www.destinationCRM.com) might further improve the current experiences of high-income shopper value from Zara from an integration of specific measurements of SERVQUAL - Buttle & Maklan, Strategic CRM, Chapter 6: Managing Customer-Experienced Value, Why Do Customers Experience Value, pp. 170-172, and SERVQUAL Components, Table 6.3, p. 184 (30% of Student Critique 2 Grade); and
2C. Please imagine and inform on how Zara might improve if not innovate its journey touch-points for new high-income younger customers of Zara - Buttle & Maklan, Strategic CRM, Chapter 7: Customer Experience, p. 207, and Customer Journey Touch Points, Table 7.1, p. 215 (20% of Student Critique 2 Grade).
- 3-Pages (Double-Spaced)
- 3+ Publication References Dated 2021 - 2020
- Due: Monday, 3/8/21, Mid-Nite
Instruction Files
StudentCritique2.docx
13.9 KB
