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Customer Relationship Management
April 2023 Examination
Q1. You plan to install CRM software in your
company and that will be providing support to your call center and sales force.
However, the management is worried about the ROI. What are the KPIs that you
intend to measure for the call center. (10 Marks)
Ans 1.
Introduction
CRM software is vital for businesses to drive changes in
consumer relationships. It assists in boosting the software system to drive the
most effective business communications. Support business connection aids in
managing the connection between clients and fulfilling the need and values in
business. To drive adjustments, CRM software helps replace different
activities, consisting of data sources, applications, spreadsheets, and several
job values. Furthermore, CRM software helps to supply
Q2. Your company manufactures glass bottles.
This month you are coming up with a path-breaking product which you believe
will attract GEN Z customers. You want to considerably focus on this segment
for the next 5 years. How will you manage your relationship with your existing
customers and persuade them to buy the new product? (10 Marks)
Ans 2.
Introduction
Business terms and the contemporary era play a
competitive role in interpreting and creating trends and values to attract
trusted modifications in the business. The new generation solutions influenced
the evaluations of generation Z members in business individuals birthed between
1995 and 2010. They are called actual citizens of the electronic world and
expose info regarding social media networks, the net, and the mobile system
utilized. The context will help to go over generation Z to drive the comfy
modifications and hyper-cognitive generations to resolve cross-
Q3. You have completed your CRM course. The
company where you are working has asked you to be the contact point for the CRM
project implementation.
a. How can you measure the success criteria
for CRM project implementation? (5 Marks)
Ans 3a.
Introduction
CRM's primary purpose is to help improve
consumer info and represent extra eye-catching stores to recognize the sales
opportunity in business. It leads to enhanced sales demand with organization
channels and gives even more offers to customers. This section will explain the
b. How can you evaluate the CRM project
requirements of your organization, the infrastructure available, and the
capabilities of your organization? (5 Marks)
Ans 3b.
Introduction
The CRM software application and job needs
discover the primary choice to make business need to find the very best
services promptly. The requirement of CRM will be discussed in this question to
assess the affordable analysis. Furthermore, the CRM strategy and foundations
of the
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