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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.
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
Illustrates the words of Philip Kotler about e-commerce? In the opinion of Philip Kotler : E-commerce can be described as a general term for buying and selling procedu
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Starbucks has a wide range of target markets across the world. However, this might differ based on the usability level of the product. This project is designed targeting on the you
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Explain the Demographic Environment. Demographic Environment: Demographic Environment is the study of human population in terms of density, size, location, sex, age, race
Question One (word limits: up to 1,300 words) Crystal is the proprietor of a tourist agency. On 1st July she visited for the second time Printing World, a company offering prin
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