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Customer Relationship Management-NMIMS Dec-16

Customer Relationship Management-NMIMS Dec-16

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Q1. Describe the practical application of operational CRM in any company of your choice. The company must be an Indian company & must belong to the two wheeler segment. (10 Marks)


Q2. You have been appointed as the Marketing Head of a newly opened Retail Coffee Chain brand titled “MyCoffee” in India & have been asked to build a loyalty program for your customers. Describe how you would differentiate your Loyalty program from the present companies operating in this space such as Starbucks & CCD. (10 Marks)


Q3. You are the Service Head of a 5 star restaurant named “Premier restaurant” & recently one of your frequent & loyal customers has complained to the top management of the restaurant that he was served stale food & that he had a waiting time of 45 minutes post placement of the food order.

a) How will you tackle this case being the Service Head (5 Marks)

b) What will be your action plan to avoid a repetition of this incident? (5 Marks)

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