Week 5 - Side Launch - assignment PDF

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1. How does the Side Launch decision to make its truck drivers customer service reps demonstrate a customer-centric corporate philosophy This demonstrates a customer-centric corporate philosophy because they are giving their drivers the same knowledge as the sales rep to effectively aid customers if they are questioned. For example if there is a retailer or customer asking the driver if they have any new seasonal beers when they are doing a delivery, then the driver will be able to answer the customer and give them direction to where and when they can buy it. This also creates potential sales that the truck driver is creating by interesting the customer in this way. 2. How does including truck drivers in new product information fall into the first stage of the CRM cycle? This falls into the first stage of CRM (Marketing Research), because they are able to identify what the customers need and want. By giving truck drivers knowledge on new products, this allows customers to be able to gain information about the company and its products from all representatives of the company. 3. When bar managers ask a Side Launch truck driver to inform them of new seasonal beers, they are integrating themselves into the CRM loop by providing feedback. How do the truck drivers then leverage those inquiries into useful customer information?

The truck drivers can bring the feedback they were given from the bar managers to the sales team. This allows the company to get inside information on how their beer is doing, and what they can improve within their processes....