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Winter 2013
BCOMIS – VI SEMESTER
ASSIGNMENTS
Subject code – BM0026
Book ID-B0526
(4 credits)
Marks 60
SUBJECT NAME- CUSTOMER RELATIONSHIP MANAGEMENT
Note: Each Question carries 10 marks.
1. Define customer relationship management & what are the different factors that influence buying behavior.
Ans : Customer relationship management :
Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Well-designed CRM includes the following characteristics:
- Relationship management is a customer-oriented feature with service response based on customer input, one-to-one solutions to
2. Discuss consumer purchase decision process giving one real time example .
Ans : Consumer purchase decision process :
The stages in this process are:
- Problem/Need recognition
- Information search
- Evaluation of alternatives
3. State the importance of customer relationship building. State the different levels of relationship marketing & tools used to develop strong customer bondage.
Ans : Importance of customer relationship building :
Customer relations means not only giving the right amount of change back and saying thank you, but it also means exchanging damaged products, giving discounts if necessary and making refunds to stay the day—all with a sincere smile. It is a blanket statement that this writer does not believe. That is the concept “the customer is always right.” A better phrase should be: the customer should always be treated right!
4. What do you mean by customer interaction management? Discuss the routes & factors influencing CIM
Ans : Customer interaction management :
Customer Interaction Management (CIM) refers to a type of Enterprise Software Application which is responsible for managing the interaction between an organisation and its customers. Normally, a CIM application will be deployed in a contact
.
5. Give the importance customer retentation and different stages of retentation in customer life
cycle.
Ans : Importance customer retentation :
Finding new customers is great, but keeping old ones and turning those new customers into loyal buyers is even more important. Customer retention is the name of the game and the better yours is, the more profitable your brand will be. How so? Check
6. What do you mean by a loyal customer & discuss loyal customer ladder.
Ans : Loyal customer :
Loyal customers is the one who :
Provide more business: They return to buy again and choose to buy more;
Persuade others to use your products or services:
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