Rs.500.00

Customer Relationship Management-2ndSet-1st-2016-NMIMS

Customer Relationship Management-2ndSet-1st-2016-NMIMS
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Q1. You are the Chief Marketing Officer of an Airline brand in India. Recently a substantial chunk of your customers are shifting their loyalty towards a rival Airline brand. What will you do to prevent customer defections & maintain their loyalty with your Airline brand? (10 Marks)
Q2. You are the Head of a Private Hospital, namely ‘Reliable Hospital’ & lately, it has been reported to you that your hospital is making losses in comparison to your competitor hospital operating in your area. What steps will you undertake to turnaround the fortunes of your Hospital? How will CRM help you in this effort? (10 Marks)
Q3. A) An average customer has bought your branded Jewels titled as “Royal India” for 5 years & then stops for 6 months. Over 5 years, your average customer has made 8 purchases. You have earned a profit per unit of Rs.10,000. What is the lifetime of the customer? Also Calculate the LTV of the average customer. (5 marks)
Q3 B) You are the Sales Manager of a Medical devices company & need to train your sales staff about Sales Force Automation which has been recently introduced into the company. Which aspects of application areas would you highlight in your training program? (5 marks)
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