354CRM: Customer Relationship Management Assignment, SUSS, Singapore Buy Now, Pay Later (BNPL) providers have been growing in popularity in recent years

Instructions

Buy Now, Pay Later (BNPL) providers have been growing in popularity in recent years, especially for online shopping. BNPL is a short-term financing option that breaks the purchase into smaller payments at the point of sale, satisfying a consumer’s desire to purchase things easily and quickly.

Question 1

Describe your chosen BNPL provider. You should give a brief background and include any other information that will help your readers understand your considerations for the following questions. Illustrate three (3) examples of strategies which your chosen BNPL used to get, keep or grow customers in our local context. For each of the examples, evaluate if each strategy is effective.
Customer reach within Singapore and beyond if applicable
Product or service innovation to create value for the customer
Channels to interact with customers
Explain what customer-centricity means and how it differs from product-centricity. Discuss three (3) reasons why customer-centricity is important for your chosen BNPL provider. .
Explain the term customer experience. Based on what we learned about customer experience in this course, describe an example or scenario that illustrates customer experience for your chosen BNPL. Propose three (3) important considerations for your chosen BNPL provider to improve customer experience. .

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