Customer Relationship management in Music and Entertainment

The music industry has changed significantly over the past decade with both the use of downloaded music and the threats of illegal downloads and piracy playing major roles in this transition.
You have recently joined a consulting firm your first assignment focussing on a client prominent within the online music space. You have been asked to provide a report on both challenges and potential solutions for the client who is aiming to grow the amount of music sold to its existing client base online. The objective is to increase the overall value of its customer base and customer retention is obviously critical to this success.
You are required to develop a report to address the above supported by the use of both benchmarking against other CRM practices as well as being underwritten by key academic models and theories.
The report shall include the following chapters:
1. Introduction: set out clearly and logically the aim of the report (5%)
2. Short background of industry and company, highlighting why you have choosen this company in relation to CRM. (5%)
3. Critical review of literature: Critically evaluate and properly reference prominent theories and models on Customer Relationship Management. Make sure an evaluation is carried out rather than a description of the literature (LO1, LO2). (30%)
4. Findings/Results: Based on the above review, analyse to what extent the chosen company is a customer focussed organisation (LO3, LO4) (30%).
Make sure that the following criteria are addressed:
 Customer retention is a priority shared throughout the organization.
 There is a willingness to treat different customers differently and, a commitment to act quickly on information from these customers.
 All employees exhibit an appreciation of customer lifetime value (LTV).
5. Conclusions/recommendations: Evolving from a product-centric to customer centric organisation requires a major change in attitude and behaviour. Indicate possible change strategies and specifically highlight the transformation process for the sales, marketing and customer service departments (LO4, LO5). (30%)

Place this order with us and get 18% discount now! to earn your discount enter this code: special18 If you need assistance chat with us now by clicking the live chat button.