Philantrophy

CRM & E COMMERCE

1. Tourism department of Govt of India wants to implement CRM in all their offices across the country. Suggest steps for implementation to them. (pg.220)

2. In the above application, highlight the difficulties they would face while implementing CRM and how to overcome those difficulties.(pg 233)

3. “CRM makes employees work like robots, where, all the inputs are given by the system, making them work mechanically in their job” Do you agree. Justify with suitable examples.

4. What are the recent technological developments in the field of CRM in retail in India?(pg 319) officeworks

5. Explain data mining process and its business value for a company engaged in manufacturing Industrial consumables. (pg 131)

6. How will you calculate the ROI on CRM investment for an outlet selling wide variety of shoes ranging from kids to adults? http://www.srikiran.net/kbblog/?p=70

7. Explain the concept of behavioural and attitudinal loyalty with Indian bank consumers as an example. (pg 251)

8. “Loyalty card is a wrong title, consumers are not actually loyal, they come regularly only for the reward points” Do you agree? Comment with suitable examples. (pg 254)

9. Explain different types of Customer Value Metrics with benefit of each of them. (pg 255)

10. Can we increase the size of wallet and share of wallet? Explain your answer with retail chains like big bazaar as an example.

http://en.wikipedia.org/wiki/Share_of_wallet

Process carried out by organizations to identify the amount of income or business generated from a particular customer. Share of wallet is a useful tool in performance management as it guides companies toward areas to maximize their resources based on the success level

11) Explain the benefits in quantitative terms to any organisation which is into hospitality or Aviation industry in India, which has successfully implemented the CRM....