Customer Relationship Management V2 

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Customer Relationship Management V2

ASSIGNMENT-A

1. Elaborate the philosophy of CRM practiced in retail business. Support your answer with relevant example.
2. Explain the CRM process in retail. Do you feel that well planned CRM process is necessary for a retail firm to meet and beat competition? Justify your answer with your arguments.
3. Explain how the customer service feedback is sought by the retail firms. What are the emerging trends of CRM in the organized retail?
4. Describe the rationale and benefits of CRM in organised retail. How it differs from the CRM process adopted by traditional retail?
5. Develop a CRM program for the organized retail format BIGBAZAAR and how you will suggest them to implement the program?
6. What aspects need to be measured while monitoring service quality?
7. What is the role of technology in the CRM process of retail? Describe the three W’s of technology and support your answer with specific examples.
8. Define the following terms and support your answer with specific examples:

Web based technology and E- CRM.
Customer retention strategies
E-tailing
Direct Marketing in retail

ASSIGNMENT-B

“Customer Service: The Nordstrom Way”
The Nordstrom store is known for its exceptional customer service. It is customer service that makes Nordstrom so special. The Nordstrom store differentiates and distinguishes itself from competition through excellent customer service. Customer service is said to be the culture at Nordstrom and the organization has emerged as a worldwide example for customer service at retail.
The Nordstrom store targets middle to upper income women and men offering merchandise categories like shoes, apparent, accessories, cosmetics etc. at competitive prices. The chain can boost of a highly motivated,” self-empowered people who have an entrepreneurial spirit, who feel that they are in this to better them and feel good about themselves, to make more money and to be successful.”
To cite an example of customer service at Nordstrom: There was a customer who fell in love with a pair of burgundy, pleated, Donna Karan slacks that had just gone on sale at a Nordstrom store, but the store was out of her size and the sales associate was not able to locate a pair at any other Nordstrom store in the area. Knowing that the same slacks were available with a competitor across the street, the associate secured some petty cash from the department manager, walked across to the competing department store where she bought the slacks at full price, returned to Nordstrom and then sold them to the customer at the marked-down Nordstrom price. The culture of Nordstrom is to delight every customer. Though Nordstrom did not make money on that sale it was an investment in promoting the loyalty of an appreciative customer, who would definitely make a repeat purchase from the store.
1. Why is customer service important to a store?
2. How can a retail store make service its culture? What are the lessons of a customer service we can learn from Nordstrom?
ASSIGNMENT-C
1. ……….. is a system for managing a company’s interactions with current and future customers

Options
a) CRM
b) PRM
c) ERM
d) DRM

2. Customer relationship management systems track and measure …. campaigns over multiple networks.

Options
a) production
b) finance
c) sales
d) marketing

3. Places where CRM is used include

Options
a) call centre
b) social media
c) direct mail
d) all

4. It is a platform for progressing the …….. and other related query management.

Options
a) payments
b) production
c) finance
d) sales

Question No. 5
Goal of CRM is to

Options
a) track
b) record
c) store
d) all

6. The CRM codifies the interactions between you and your ……….

Options
a) creditors
b) sellers
c) customers
d) all

Question No. 7
The CRM software is installed in the …….., and help direct customers to the right agent or self-empowered knowledge

Options
a) malls
b) contact centers
c) both
d) none

8. It involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support

Options
a) CRM
b) PRM
c) ERM
d) DRM

Question No. 9
CRM software can also be used to identify and reward loyal ………. over a period of time.

Options
a) creditors
b) sellers
c) customers
d) all

Question No. 10
CRM software programs can automatically synchronize suitable appointment…….. for customer contact

Options
a) dates
b) time
c) methods
d) all

Question No. 11
B2C and B2B CRM systems are not created equally and different CRM …… applies to B2B and B2C conditions

Options
a) software
b) class
c) group
d) all

Question No. 12
Relationship management is a customer-oriented feature with …………. response based on customer input,

Options
a) product
b) service
c) both
d) none

Question No. 13
This function can implement sales promotion analysis, automate tracking of a client’s account history for repeated sales or future sales, and also ? oordinate sales, marketing, call centers, and retail outlets in order to realize the salesforce automation.

Options
a) sales force automation
b) traditional marketing
c) commercial marketing
d) all

Question No. 14
………. is “all the tools, technologies and procedures to manage, improve, or facilitate sales, support and related interactions with customers, prospects, and business partners throughout the enterprise

Options
a) CRM
b) PRM
c) ERM
d) DRM

Question No. 15
……….. systems are customer relationship management platforms.

Options
a) CRM
b) PRM
c) ERM
d) DRM

Question No. 16
Characteristics of CRM

Options
a) Sales force automation
b) use of technology
c) opportunity management
d) all

Question No. 17
The project ………. is responsible for the success of CRM.

Options
a) manager
b) members
c) task
d) group

Question No. 18

………..software comes with many features and tools, and despite the fact that many of CRM products offer similar feature sets, there are some unique tools in each one.

Options
a) CRM
b) PRM
c) ERM
d) DRM

Question No. 19

…………. mean how well it integrates with other applications

Options
a) product
b) service
c) both
d) features

Question No. 20
Contact information ranking outlines the ,,,,,,,,,,,,,’s ability to store specific information for each contact.

Options
a) product
b) service
c) program
d) features

Question No. 21
Business world is fast-paced, so managers need to be able to access …………….r’s information quickly.

Options
a) creditors
b) sellers
c) customers
d) all

Question No. 22
B2B company has ……… contact database than B2C

Options
a) smaller
b) larger
c) boigger
d) greater

Question No. 23
The amount of sales in B2B is relatively ……

Options
a) smaller
b) larger
c) boigger
d) greater

Question No. 24
CRM must be easily integrated with other companies’………….-solutions.

Options
a) production
b) finance
c) sales
d) IT

Question No. 25
This software allows the company to automatically track all the web activity generated from marketing and automatically sets the Lead Source as Marketing

Options
a) production
b) finance
c) sales force
d) IT

Question No. 26
a CRM system may simply consist of a contact manager system which..emails, documents, jobs, faxes, and scheduling for individual accounts.

Options
a) cuts
b) integrates
c) decreases
d) all

Question No. 27
Relationships in B2B environment are built over a ………time

Options
a) longer
b) smaller
c) lesser
d) all

Question No. 28
Sales and marketing tools designed to help and maintain current ……………. and gain new ones

Options
a) creditors
b) sellers
c) customers
d) all

Question No. 29
………is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”

Options
a) customer support
b) customer service
c) both
d) none

Question No. 30
The importance of customer service may vary by ………….

Options
a) product
b) industry
c) customers
d) all

Question No. 31
CRM often makes use of …. media to build up customer relationships

Options
a) print
b) advertising
c) social
d) all

Question No. 32
Customer service can also refer to the ……. of the organization

Options
a) social
b) class
c) culture
d) all

Question No. 33
Customer service plays an important role in an organization’s ability to generate …….

Options
a) loss
b) cash
c) income and revenue
d) expenses

Question No. 34
……….is the provision of service to customers before, during and after a purchase

Options
a) customer support
b) customer service
c) both
d) none

Question No. 35
Customer support is a range of customer services to assist ……….. in making cost effective and correct use of a product

Options
a) product
b) industry
c) customers
d) all

Question No. 36
Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed ……..

Options
a) customer support
b) customer service
c) technical support
d) all

Question No. 37
It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.

Options
a) customer support
b) customer service
c) both
d) none

Question No. 38
Customer service may be provided by a .

Options
a) person
b) automated means
c) both
d) none

Question No. 39
………involves strategy that focuses the operations and processes of a business around the needs of individual customers.

Options
a) customer experience management
b) customer support
c) customer service
d) technical support

Question No. 40
Companies have started to focus on the importance of the……..

Options
a) society
b) class
c) group
d) experience
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