BBA/ B.Com Customer Relationship Management June 2024

Description

Customer Relationship Management

June 2024 Examination

 

 

1. Salman wants to implement CRM in his organization. He has hired a consultant. What do you think will be the consultants pitch on the advantages, disadvantages of CRM and future of CRM? (10 Marks)

Ans 1.

Introduction

In today’s highly competitive business landscape, Customer Relationship Management (CRM) systems are pivotal tools for enhancing interaction and engagement with customers. As organizations strive to refine their customer interactions and optimize business outcomes, the adoption of CRM solutions becomes a strategic imperative. Salman’s decision to implement a CRM system in his organization underscores a commitment to leveraging technology to foster closer, more productive customer relationships. A consultant, in advocating for CRM, would not only highlight the myriad benefits such systems offer but also navigate It is only half solved

 

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2. Companies invest in CRM, owing to the success and benefits it has implementing it. What do you think do companies benefit because of implementing CRM in the areas of sales, services, and marketing? (10 Marks)

Ans 2.

Introduction

Customer Relationship Management (CRM) systems have become pivotal in the strategic management of company-customer interactions across various business sectors. As markets grow more competitive, organizations invest significantly in CRM to enhance their operational efficiencies and foster stronger customer relationships. This technological integration supports an array of business functions, with particular emphasis on sales, services, and marketing. By leveraging CRM systems, companies can streamline processes, personalize customer interactions, and improve customer satisfaction. This paper explores the

 

 

3. Airtel is about to implement a CRM technology. You are the Chief Information Officer. How will you:
4. Ensure that your database is correct in all aspect and build a database of your customers for the future? (5 marks)

Ans 3a.

Introduction

As the Chief Information Officer of Airtel, implementing a CRM technology requires a robust and accurate customer database as its foundation. Ensuring the integrity and efficacy of this database is paramount to leverage the full potential of CRM, enhancing customer relations, and driving business success. This involves meticulous planning, execution, and maintenance strategies.

Concept and

 

 

1. From where will you source data for this? (5 marks)

Ans 3b.

Introduction

The successful implementation of a CRM system in Airtel hinges significantly on the sourcing of accurate and comprehensive data. Identifying the right data sources is crucial to ensure that the database reflects a true and useful picture of our customer base. We will leverage a variety of internal and