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Question 1:
(a) CRM means different things to different people. For one it is direct mailing for others it is an IT system. Draw a diagram and discuss the basic model for CRM.
(b) What is the best strategy to get feedback from customers for better customer satisfaction?
(c) Discuss four qualities that characterize a customer-focused organisation.
Question 2:
Your organisation is contemplating to implement a CRM system and you are the Project Manager.
(a) What CRM tool would you recommend to your boss for implementation and why?
(b) As a Project Manager, what would you include in your CRM Implementation Plan?
(c) Discuss on three performance metrics you would use to measure the success of the CRM initiative.
Concept of environment: environment literally means the surroundings, external objects, influences or circumstances under which someone or something exists. The environment of any
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Explain about the increased profitability in e-commerce. Increased Profitability: a. The direct cost to sale for an order taken through a web site is lower as compared to
Question: (a) Why are services generally more difficult to evaluate - both before and after consumption - as compared to most goods ? (b) Discuss how customer expectations
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why mayo clinic i so good at customer service
Sample work
Factor affecting choice of channel of the distribution: the best channel distribution is one of that works best in n the selected by the company. The channel chosen should achieve
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