Customer Relationship Management- NMIMS Latest solved assignments

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NMIMS Global Access

School for Continuing Education (NGA-SCE)

Course:  Customer Relationship Management

Assignment Marks: 30

Instructions:

  • All Questions carry equal marks.
  • All Questions are compulsory
  • All answers to be explained in not more than 1000 words for question 1 and 2 and for question 3 in not more than 500 words for each subsection. Use relevant examples, illustrations as far aspossible.
  • All answers to be written individually. Discussion and group work is not advisable.
  • Students are free to refer to any books/reference material/website/internet for attempting theirassignments, but are not allowed to copy the matter as it is from the source of reference.
  • Students should write the assignment in their own words. Copying of assignments from otherstudents is not allowed.
  • Students should follow the following parameter for answering the assignment questions.
For Theoretical Answer For Numerical Answer
Assessment Parameter  Weightage  Assessment Parameter  Weightage  
Introduction20%Understanding and usage of the formula20%
Concepts and Application related to the question60%Procedure / Steps50%
Conclusion20% Correct Answer & Interpretation30%

June 2021 Examination

Question 1. ‘A service industry has a high customer interface.’ As a marketing manager of Ginger Hotels (an Indian budget hotel chain, part of Indian Hotels Company Limited, a subsidiary of the Tata Group), explain to the management as how the CRM implementation will help your hotel in enhancing its quality of service. What are the factors you will keep in mind for the successful implementation of CRM systems and processes at Ginger Hotel? (10 Marks)

Ans 1.

Introduction

Customer relationship management helps a hotel to meet the expectations of the customers. Other than just managing the leads of the potential clients, it also helps in managing the feedbacks of the customers and to top all of it, it provides with a complete set of information about the customers. As a marketing manager of Ginger Hotels, it is important for the researcher that the hotel CRM will be a specialization that will help the business of the hotels. Having customer relationship management will help the

Question 2. Retention of customers not only develops business but also the profitability of a company. You have joined as a relationship manager at ICICI Bank. The bank has number of products such as consumer banking, home loans, car loans, mortgage, life insurance, general insurance, etc. You have been provided with the database and account details of the high net worth individual (HNI) customers. How are you going to enhance the total spending of a customer with regard to a particular product or services of the bank? (10 Marks)

Ans 2.

Introduction

A relationship manager is the core of a business of a bank. The most vital role of a relationship manager is to build up new relationships with the clients who have great individual net worth. And obviously a relationship manager should know the profit and risk of their client’s money if they invest on their words. As well as a relationship manager has to encourage their clients to invest in good profitable things. Sometimes they also have to work with governments and pension funds. Also a relationship manager has to build relationships with new clients to generate more business value.  As a result a

Question 3.a. Will an operation oriented company like Big Bazaar benefit by practicing CRM integration? Explain with reasons. (5 Marks)

Ans 3a.

(a)

Introduction

Customer relationship management is the key thing to get the bigger success of the retail company. Because it increases the connections between  the company and customers. The company gets notified about what

Q3.b. “The spending on IT infrastructure and CRM software involves high investment while generating long-term rewards that cannot be quantified in revenues’. Do you agree with this statement, and if so, why? (5 Marks)

Ans 3b.

Introduction

Nowadays CRM software is the biggest and one of the highest revenue generating software in the world. And obviously investors invested a lot in the software. And obviously in return the software is giving profit back to the investor. Now day companies want the full mobile access of customers. And that is done by offering them mobile CRM software. 

Discussion and Analysis

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