Q1. Elaborate the philosophy of CRM practiced in retail business. Support your answer with relevant example.
Q2. Explain the CRM process in retail. Do you feel that well planned CRM process is necessary for a retail firm to meet and beat competition? Justify your answer with your arguments.
Q3. Explain how the customer service feedback is sought by the retail firms. What are the emerging trends of CRM in the organized retail?
Q4. Describe the rationale and benefits of CRM in organised retail. How it differs from the CRM process adopted by traditional retail?
Q5. Develop a CRM program for the organized retail format BIGBAZAAR and how you will suggest them to implement the program?
Q6. What aspects need to be measured while monitoring service quality?
Q7.What is the role of technology in the CRM process of retail? Describe the three W’s of technology and support your answer with specific examples.
Q8.Define the following terms and support your answer with specific examples:
- Web based technology and E- CRM.
- Customer retention strategies
- E-tailing
- Direct Marketing in retail
- ……….. is a system for managing a company’s interactions with current and future customers
- Customer relationship management systems track and measure …. campaigns over multiple networks.
- Places where CRM is used include
- It is a platform for progressing the …….. and other related query management.
- Goal of CRM is to
- The CRM codifies the interactions between you and your ……….
- The CRM software is installed in the …….., and help direct customers to the right agent or self-empowered knowledge
- It involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support
- CRM software can also be used to identify and reward loyal ………. over a period of time.
- CRM software programs can automatically synchronize suitable appointment…….. for customer contact
- B2C and B2B CRM systems are not created equally and different CRM …... applies to B2B and B2C conditions
- Relationship management is a customer-oriented feature with …………. response based on customer input,
- This function can implement sales promotion analysis, automate tracking of a client’s account history for repeated sales or future sales, and also ?oordinate sales, marketing, call centers, and retail outlets in order to realize the salesforce automation.
- ………. is “all the tools, technologies and procedures to manage, improve, or facilitate sales, support and related interactions with customers, prospects, and business partners throughout the enterprise
- ……….. systems are customer relationship management platforms.
- Characteristics of CRM
- The project ………. is responsible for the success of CRM.
- ………..software comes with many features and tools, and despite the fact that many of CRM products offer similar feature sets, there are some unique tools in each one.
- …………. mean how well it integrates with other applications
- Contact information ranking outlines the ,,,,,,,,,,,,,’s ability to store specific information for each contact.
- Business world is fast-paced, so managers need to be able to access …………….r’s information quickly.
- B2B company has ……... contact database than B2C
- The amount of sales in B2B is relatively ……
- CRM must be easily integrated with other companies’………….-solutions.
- This software allows the company to automatically track all the web activity generated from marketing and automatically sets the Lead Source as Marketing
- a CRM system may simply consist of a contact manager system which..emails, documents, jobs, faxes, and scheduling for individual accounts.
- Relationships in B2B environment are built over a ……...time
- Sales and marketing tools designed to help and maintain current ……………. and gain new ones
- ……...is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
- The importance of customer service may vary by ………….
- CRM often makes use of …. media to build up customer relationships
- Customer service can also refer to the ……. of the organization
- customer service plays an important role in an organization's ability to generate …….
- ……….is the provision of service to customers before, during and after a purchase
- Customer support is a range of customer services to assist ……….. in making cost effective and correct use of a product
- Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed ……..
- It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.
- Customer service may be provided by a .
- ……...involves strategy that focuses the operations and processes of a business around the needs of individual customers.
- Companies have started to focus on the importance of the……..
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