1.Explain the meaning of CRM by providing a comprehensive definition. How does CRM differ from transactional marketing and relationship marketing? By providing examples from the banking or tclccommumcation industries explain the different “types” of CRM. Do all organizations need to employ all of these types of CRM simultaneously for stess? Explain.
2. What are some of the key theories that underpin the development of relationships between two panics? Do any of these theories apply to the relationships between orgniions and their customers? If so, show how by giving examples. Are there links between these relationship theories and the various customer loyalty concepts? Explain
3. (a) What is a value proposition? What are the main components or questions in designing a value proposition? Why are value propositions important for an organization and for CRM?
(b) What is Customer ExpeTience Management? How does Customer Experience Management reLate to CRM? What would be the important elements of the customer experience of a univerany student with his/her selected university?
4. (a) What is the lifecyck of a customer and bow does it relate to CRM? How does the organization determine which customers it wishes to develop and retain? Does retention of customers always benefit the organization? Explain giving examples.
(b) What arc the possible tactics that organisations can employ to retain customers? What arc the tactics used in customer development? lilustrate your answer with reference to examples in the retail or transportation sector.
5. What types of process autonation can be useful in implcsnentmg CRM? Lllustiate your answer with examples. list and describe the organizational areas or functional departments where automation is or may be deployed to enhance CRM. What are the benefits and costs to organizations of this process autoinabon?
1
6. (a) Explain the diffaence between a functional structure d a product or matrix related stnture for an organization? What ue the benefits and costs of each of these structures with respect to successful implementation of CRM?
(b) What are the different classifications of organi7M1ooaI culture? Explain which of these cultures is more consistent with CRM illustrating ycmr answer with examples. What does the implementation of this type of culture mean for the organization’s employee management?
7. (a) How has the internet impacted on the development and implementation of CRM systems?
illustrate your answer with examples discussing bcneflts and costs.
(b) Describe the key steps in implementing a CRM system for large org.nitions? What are the specific CRM architecture challenges that need to be considered when implementing CRIA?
Click Here For More Details on How to Work on this Paper…………..
2. What are some of the key theories that underpin the development of relationships between two panics? Do any of these theories apply to the relationships between orgniions and their customers? If so, show how by giving examples. Are there links between these relationship theories and the various customer loyalty concepts? Explain
3. (a) What is a value proposition? What are the main components or questions in designing a value proposition? Why are value propositions important for an organization and for CRM?
(b) What is Customer ExpeTience Management? How does Customer Experience Management reLate to CRM? What would be the important elements of the customer experience of a univerany student with his/her selected university?
4. (a) What is the lifecyck of a customer and bow does it relate to CRM? How does the organization determine which customers it wishes to develop and retain? Does retention of customers always benefit the organization? Explain giving examples.
(b) What arc the possible tactics that organisations can employ to retain customers? What arc the tactics used in customer development? lilustrate your answer with reference to examples in the retail or transportation sector.
5. What types of process autonation can be useful in implcsnentmg CRM? Lllustiate your answer with examples. list and describe the organizational areas or functional departments where automation is or may be deployed to enhance CRM. What are the benefits and costs to organizations of this process autoinabon?
1
6. (a) Explain the diffaence between a functional structure d a product or matrix related stnture for an organization? What ue the benefits and costs of each of these structures with respect to successful implementation of CRM?
(b) What are the different classifications of organi7M1ooaI culture? Explain which of these cultures is more consistent with CRM illustrating ycmr answer with examples. What does the implementation of this type of culture mean for the organization’s employee management?
7. (a) How has the internet impacted on the development and implementation of CRM systems?
illustrate your answer with examples discussing bcneflts and costs.
(b) Describe the key steps in implementing a CRM system for large org.nitions? What are the specific CRM architecture challenges that need to be considered when implementing CRIA?
Click Here For More Details on How to Work on this Paper…………..
No comments:
Post a Comment