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Customer Relationship Managment V2
ASSIGNMENT-A
1.
Elaborate the philosophy of CRM practiced in retail business. Support yo
ur answer with relevant example.
2.
Explain the CRM process in retail. Do you feel that well planned CRM pro
cess is necessary for a retail firm to meet and beat competition? Justify your a
nswer with your arguments.
3.
Explain how the customer service feedback is sought by the retail firms.
What are the emerging trends of CRM in the organized retail?
4.
Describe the rationale and benefits of CRM in organised retail. How it d
iffers from the CRM process adopted by traditional retail?
5.
Develop a CRM program for the organized retail format BIGBAZAAR and how
you will suggest them to implement the program?
6.
What aspects need to be measured while monitoring service quality?
7.
What is the role of technology in the CRM process of retail? Describe th
e three W s of technology and support your answer with specific examples.
8.
Define the following terms and support your answer with specific example
s:
Web based technology and E- CRM.
Customer retention strategies
E-tailing
Direct Marketing in retail
ASSIGNMENT-B
Customer Service: The Nordstrom Way
The Nordstrom store is known for its exceptional customer service. It is custome
r service that makes Nordstrom so special. The Nordstrom store differentiates an
d distinguishes itself from competition through excellent customer service. Cust
omer service is said to be the culture at Nordstrom and the organization has eme
rged as a worldwide example for customer service at retail.
The Nordstrom store targets middle to upper income women and men offering mercha
ndise categories like shoes, apparent, accessories, cosmetics etc. at competitiv
e prices. The chain can boost of a highly motivated, self-empowered people who ha
ve an entrepreneurial spirit, who feel that they are in this to better them and
feel good about themselves, to make more money and to be successful.
To cite an example of customer service at Nordstrom: There was a customer who fe
ll in love with a pair of burgundy, pleated, Donna Karan slacks that had just go
ne on sale at a Nordstrom store, but the store was out of her size and the sales
associate was not able to locate a pair at any other Nordstrom store in the are
a. Knowing that the same slacks were available with a competitor across the stre
et, the associate secured some petty cash from the department manager, walked ac
ross to the competing department store where she bought the slacks at full price
, returned to Nordstrom and then sold them to the customer at the marked-down No
rdstrom price. The culture of Nordstrom is to delight every customer. Though Nor
dstrom did not make money on that sale it was an investment in promoting the loy
alty of an appreciative customer, who would definitely make a repeat purchase fr
om the store.
1.
Why is customer service important to a store?
2.
How can a retail store make service its culture? What are the lessons of
a customer service we can learn from Nordstrom?

ASSIGNMENT-C
1.
.. is a system for managing a company s interactions with current and future custo
mers
Options
a)
b)
c)
d)

CRM
PRM
ERM
DRM

2. Customer relationship management systems track and measure

ltiple networks.
Options
a)
b)
c)
d)

. campaigns over mu

production
finance
sales
marketing

3. Places where CRM is used include

Options
a)
b)
c)
d)

call centre
social media
direct mail
all

4. It is a platform for progressing the

Options
a)
b)
c)
d)

.. and other related query management.

payments
production
finance
sales

Question No. 5
Goal of CRM is to
Options
a)
b)
c)
d)

track
record
store
all

6. The CRM codifies the interactions between you and your

Options
a)
b)
c)
d)

creditors
sellers
customers
all

Question No. 7
The CRM software is installed in the
ent or self-empowered knowledge
Options

.., and help direct customers to the right ag

a)
b)
c)
d)

malls
contact centers
both
none

8. It involves using technology to organize, automate and synchronize sales, mar

keting, customer service, and technical support
Options
a)
b)
c)
d)

CRM
PRM
ERM
DRM

Question No. 9
CRM software can also be used to identify and reward loyal
Options
a)
b)
c)
d)

. over a period of time.

creditors
sellers
customers
all

Question No. 10
CRM software programs can automatically synchronize suitable appointment
tomer contact
Options
a)
b)
c)
d)

dates
time
methods
all

Question No. 11
B2C and B2B CRM systems are not created equally and different CRM
B2B and B2C conditions
Options
a)
b)
c)
d)

... applies to

software
class
group
all

Question No. 12
Relationship management is a customer-oriented feature with
omer input,
Options
a)
b)
c)
d)

.. for cus

. response based on cust

product
service
both
none

Question No. 13
This function can implement sales promotion analysis, automate tracking of a cli
ent s account history for repeated sales or future sales, and also ? oordinate sal
es, marketing, call centers, and retail outlets in order to realize the salesfor
ce automation.
Options

a)
b)
c)
d)

sales force automation

traditional marketing
commercial marketing
all

Question No. 14
. is all the tools, technologies and procedures to manage, improve, or facilitate sa
les, support and related interactions with customers, prospects, and business pa
rtners throughout the enterprise
Options
a)
b)
c)
d)

CRM
PRM
ERM
DRM

Question No. 15
.. systems are customer relationship management platforms.
Options
a)
b)
c)
d)

CRM
PRM
ERM
DRM

Question No. 16
Characteristics of CRM
Options
a)
b)
c)
d)

Sales force automation

use of technology
opportunity management
all

Question No. 17
The project
. is responsible for the success of CRM.
Options
a)
b)
c)
d)

manager
members
task
group

Question No. 18
..software comes with many features and tools, and despite the fact that many of CR
M products offer similar feature sets, there are some unique tools in each one.
Options
a)
b)
c)
d)

CRM
PRM
ERM
DRM

Question No. 19
. mean how well it integrates with other applications
Options
a)
product

b)
c)
d)

service
both
features

Question No. 20
Contact information ranking outlines the ,,,,,,,,,,,,, s ability to store specific
information for each contact.
Options
a)
b)
c)
d)

product
service
program
features

Question No. 21
Business world is fast-paced, so managers need to be able to access
ickly.
Options
a)
b)
c)
d)

.r s information qu

creditors
sellers
customers
all

Question No. 22
B2B company has ... contact database than B2C
Options
a)
b)
c)
d)

smaller
larger
boigger
greater

Question No. 23
The amount of sales in B2B is relatively
Options
a)
b)
c)
d)

smaller
larger
boigger
greater

Question No. 24
CRM must be easily integrated with other companies
Options
a)
b)
c)
d)

.-solutions.

production
finance
sales
IT

Question No. 25
This software allows the company to automatically track all the web activity gen
erated from marketing and automatically sets the Lead Source as Marketing
Options
a)
b)
c)
d)

production
finance
sales force
IT

Question No. 26
a CRM system may simply consist of a contact manager system which..emails, docum
ents, jobs, faxes, and scheduling for individual accounts.
Options
a)
b)
c)
d)

cuts
integrates
decreases
all

Question No. 27
Relationships in B2B environment are built over a
Options
a)
b)
c)
d)

...time

longer
smaller
lesser
all

Question No. 28
Sales and marketing tools designed to help and maintain current
Options
a)
b)
c)
d)

. and gain new ones

creditors
sellers
customers
all

Question No. 29
...is a series of activities designed to enhance the level of customer satisfactio
n that is, the feeling that a product or service has met the customer expectatio
n."
Options
a)
b)
c)
d)

customer support
customer service
both
none

Question No. 30
The importance of customer service may vary by
Options
a)
b)
c)
d)

product
industry
customers
all

Question No. 31
CRM often makes use of . media to build up customer relationships
Options
a)
b)
c)
d)

print
advertising
social
all

Question No. 32
Customer service can also refer to the

. of the organization

Options
a)
b)
c)
d)

social
class
culture
all

Question No. 33
Customer service plays an important role in an organization's ability to generat
e
.
Options
a)
b)
c)
d)

loss
cash
income and revenue
expenses

Question No. 34
.is the provision of service to customers before, during and after a purchase
Options
a)
b)
c)
d)

customer support
customer service
both
none

Question No. 35
Customer support is a range of customer services to assist
ive and correct use of a product
Options
a)
b)
c)
d)

.. in making cost effect

product
industry
customers
all

Question No. 36
Regarding technology products such as mobile phones, televisions, computers, sof
tware products or other electronic or mechanical goods, it is termed
..
Options
a)
b)
c)
d)

customer support
customer service
technical support
all

Question No. 37
It includes assistance in planning, installation, training, trouble shooting, ma
intenance, upgrading, and disposal of a product.
Options
a)
b)
c)
d)

customer support
customer service
both
none

Question No. 38
Customer service may be provided by a .
Options

a)
b)
c)
d)

person
automated means
both
none

Question No. 39
...involves strategy that focuses the operations and processes of a business aroun
d the needs of individual customers.
Options
a)
b)
c)
d)

customer experience management

customer support
customer service
technical support

Question No. 40
Companies have started to focus on the importance of the
Options
a)
b)
c)
d)

..

society
class
group
experience

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@gmail.com