Customer Relationship Management: Case Study Analysis on Nike+

Running head: CUSTOMER RELATIONSHIP MANAGEMENT
Case study analysis on Nike+
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CUSTOMER RELATIONSHIP MANAGEMENT
Table of contents
Question 1..................................................................................................................................2
Question 2..................................................................................................................................2
Question 3..................................................................................................................................3
Question 4..................................................................................................................................4
References..................................................................................................................................6

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CUSTOMER RELATIONSHIP MANAGEMENT
Question 1
Partnership expands the scope and arena of business for brands like Nike. As a matter
of specification, partnership generates teamwork within the brands, which is beneficial in
terms of reaching to the needs, demands and requirements of the customers (Kumar &
Reinartz, 2018). Nike officials have planned to indulge in partnership with Amazon in the
coming years. Keeping in mind the safety of the customers, there are plans for launching an
Amazon store (Nike.com, 2018). The brand personnel are hopeful that this partnership would
help in regulating the parameter of online retail business in an efficient and effective manner.
In order to achieve competitive advantage over the contemporary brands, Nike needs
to execute strategic planning. A wise step would be ensuring the presence of “zero
overlapping” between the products and services. Lackadaisical approach in this aspect can
lead to threat of substitutes.
Question 2
Nike believes that customers are the agents of achieving success. Satisfying the needs,
demands and requirements of the clients and customers is the key towards popularizing the
brand. Mention can be made of the “intensive market research”, which the personnel carried
out for reaching to the specific tastes and preferences of the customers (Nyadzayo &
Khajehzadeh, 2016). Owing to the huge fan following, Nike has established certain CRM
programs. Typical example of this are Nike Fuel and Nike +, which helps the personnel to
collect and store data regarding the trends, needs, requirements and the personal information
of the customers. Nike Fuelband enables the personnel to track the whereabouts, workplace
and the heartbeat of the customers. Mention can be made of NikeiD, which assists the
personnel to store the collected data on the specific tastes and preferences of the customers.