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Xaviers Institute
of Business Management Studies
Customer Relationship
Management
Note: Attempt any ten questions. All
questions carry equal marks.
Maximum
Marks: 80+20 Paper Presentation
Instructions:
•
Answer all questions as per the given instructions.
•
Support your answers with relevant advertising theories, frameworks, and
real-world
examples.
• Clarity, depth of analysis, and logical reasoning
will be given additional weightage.
Note:
Each Question carries 20 marks. Kindly answer any 5 questions.
1. Define Customer Relationship Management & What Are the Different
Factors That Influence Buying Behaviour?
Answer:
Customer Relationship Management (CRM) is a strategic approach to
managing a company’s interactions with current and potential customers. It
involves using data analysis about customers’ history to improve business
relationships, enhance customer retention, and drive sales growth. CRM systems help
companies stay connected to customers, streamline
2. Discuss
Consumer Purchase Decision Process Giving One Real-Time Example.
Answer:
The consumer purchase decision process consists of five stages that
guide a buyer from recognizing a need to post-purchase evaluation. The stages
are:
- Problem Recognition: The consumer
realizes a need or problem (e.g., phone battery dying quickly).
- Information Search: They look for
solutions (reviews, brand websites, asking friends).
- Evaluation of
Alternatives: Different
3. State the Importance of Customer Relationship Building. State the
Different Levels of Relationship Marketing & Tools Used to Develop Strong
Customer Bondage.
Answer:
Importance of Customer Relationship Building:
- Increases Customer
Retention: Long-term customers are more profitable and cost less to serve.
- Enhances Brand Loyalty: Emotional
connections create repeat purchases and reduce price sensitivity.
- Boosts Word-of-Mouth
Marketing:
4. What Do You Mean by Customer Interaction Management? Discuss the
Routes & Factors Influencing CIM.
Answer:
Customer Interaction Management (CIM) refers to the handling and
optimization of a company’s interactions with its customers across various
channels, including calls, emails, social media, and live chat. It focuses on
delivering a seamless, personalized, and positive customer experience at every
touchpoint.
Routes
(Channels) of CIM:
5. What Do You Mean by a Loyal Customer & Discuss Loyal Customer
Ladder?
Answer:
A loyal customer is someone who consistently prefers and purchases from
a particular brand or company over competitors. They exhibit repeat buying
behavior and are often willing to advocate for the brand, showing trust and
emotional connection.
Loyal Customer
Ladder (Loyalty Ladder
6.
Please write a short note on Customer Life Cycle.
7.
Please write a short note on Disadvantages of CRM with Indian context.
8.
Explain the two dimensions to CRM – Customer facing and Company facing.
Dear students, get fully solved assignments
by professionals
Do send your query at :
or call us at : 08263069601
(Plagiarism proofed assignments available with 100% surety and refund)
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