NMIMS Customer relationship management solution December 2024

NMIMS Global Access
School for Continuing Education (NGA-SCE)
Course: Customer Relationship Management
Internal Assignment Applicable for December 2024 Examination
Assignment Marks: 30
Instructions:
 All Questions carry equal marks.
 All Questions are compulsory
 All answers to be explained in not more than 1000 words for question 1 and 2 and for question 3 in not more than 500 words for each subsection. Use relevant examples, illustrations as far as possible.
 All answers to be written individually. Discussion and group work is not advisable.
 Students are free to refer to any books/reference material/website/internet for attempting their assignments, but are not allowed to copy the matter as it is from the source of reference.
 Students should write the assignment in their own words. Copying of assignments from other students is not allowed.
 Students should follow the following parameter for answering the assignment questions.
1. Raman is a CRM IT consultant. He has started his consultancy to advice his clients on implementing CRM technology. What do you think will be his pitch to his prospective clients regarding the advantages, disadvantages of CRM and its prospects. (10 Marks)
2. Reciprocation is a wonderful way of forging relationships. With the context of CRM, how will you use the concept of reciprocation to forge a strong relationship with your customers, in B2B markets? (10 Marks)
3. You are the Chief Information Officer, who is about to implement, a CRM solution. How will you:
a. Ensure correctness and strength of your database and build a database of your customers? How will you source the data for this? (5 Marks)
b. A CRM roadmap is necessary for the technological implementation. Which are the areas (Sales, Service and Marketing) out of the 3 will you prioritize and why?
(5 Marks)
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