BBA/ B.Com Customer Relationship Management Dec 2024

Description

Customer Relationship Management

December 2024 Examination

 

 

1. Shyam Lal and sons has been a small retailer for the last 50 years three generations of the family are involved in the family-owned business. The business is located in a densely populated area of Ville Parle and the shop has been providing for the daily needs of thousands of residents in the area. What CRM initiatives would you suggest for the company to regain customer confidence? Create a plan of action for the business. Create a communication plan.  Create a consumer outreach plan. (10 Marks)

Ans 1.

Introduction

Customer Relationship Management (CRM) is a strategic approach that focuses on nurturing customer relationships, retaining loyalty, and increasing business value. For Shyam Lal and Sons, a long-established, family-run business in Ville Parle, CRM is essential to adapt to changing market demands and reconnect with customers. Over time, competition from modern retailers and e-commerce has intensified, likely impacting their customer base and reducing engagement. Shyam Lal and Sons have built a legacy of trust and reliability over three generations, but today’s customers expect more personalized and efficient service. This CRM plan outlines initiatives to regain customer confidence by enhancing service quality, implementing digital solutions, and increasing community engagement

 

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2. You are the marketing director of Athletics Federation of India., you want to launch a league like the IPL for athletics. How would you go about doing this? Create a marketing plan for making athletics a consumer sport using the 4 P model. (10 Marks)

Ans 2.

Introduction

Launching a league for athletics, similar to the Indian Premier League (IPL), represents an exciting opportunity to transform athletics into a mainstream, consumer-focused sport in India. While cricket enjoys massive popularity in the country, athletics has yet to achieve similar levels of engagement, primarily due to limited visibility and a lack of dedicated promotion. As the Marketing Director of the Athletics Federation of India, the goal is to create a vibrant athletics league that not only fosters young talent but also captivates spectators, creating a sustained fan base and generating excitement around the sport. By implementing a marketing strategy based on the 4P model—Product, Price,

 

 

3. You are the Marketing Director for a QSR chain Ramji’s? You want to focus on Indian fast foods, like Vada Pav, Poha and others.
4. As the Marketing Director plan a Research Program with clearly defined target groups, geographies, demographics you shall plan your Research Project (5 Marks)

Ans 3a.

Introduction

As the Marketing Director for Ramji’s, a Quick Service Restaurant (QSR) chain focused on Indian fast foods like Vada Pav, Poha, and other regional favorites, a well-structured research program is essential to understand market demand and consumer preferences. By identifying key target groups, regional preferences, and demographic details, we can gather critical insights to guide product development, positioning,

1. Create a Marketing Plan for the business (5 Marks)

Ans 3b.

Introduction

Ramji’s, a QSR chain specializing in Indian fast foods like Vada Pav, Poha, and other regional favorites, aims to create a niche by delivering authentic and affordable Indian flavors in a quick-service format. This marketing plan outlines strategies to enhance brand recognition, attract a diverse customer base, and establish Ramji’s as a go-to destination for traditional, on-the-go meals. By leveraging targeted promotions, regional adaptations, and digital engagement, Ramji’s can build a strong presence in