Examination Paper: Customer Relationship Management IIBM Institute of Business Management Examination Paper Customer Relationship Management Section A: Objective Type (30 marks) • • • This section consists of Multiple Choice questions & Short notes type questions. Answer all the questions. Part One questions carry 1 mark each & Part Two questions carry 4 marks each. MM.100 Part One: Multiple Choices: 1. High congruence means: a. High probability of success b. Low probability of success c. Zero
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keeps its existing customers? Introduction It is said that customers’ loyalty is of great importance for the survival of a certain company in order to retain its existing customers. As Hultén (2007: 256) suggests‚ considering customers and customer-centric views is vital to understand how markets are developed‚ maintained and operated. Customer loyalty is widely seen as a key determinant of a firm’s profitability. It’s a common fact that it costs more to acquire a new customer than retain an existing
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CUSTOMER RELATION MANAGEMENT • MODULE CUSTOMER MANAGEMENT • LECTURER DR GEOFF WINTER • TOPIC CUSTOMER RELATION MANAGEMENT. • SUBMITED BY MUHAMMAD AMIR • I.D. 39644 • GROUP D TABLE OF CONTENT 1. EXECUTIVE SUMMARY 2. DEFINITION OF CUSTOMER RELATION MANAGEMENT 3. QCI CUSTOMER MANAGEMENT MODEL 4. DISCUSSION 5. CONCLUSION 6. CITATIONS EXECUTIVE SUMMARY This paper discuss
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in determining the cost of serving customers and as a basis for evaluating the profitabilty of a specific customer or group of customers. Why is this important? Most managers agree that 80% of their profits come from the top 20% of their customers and most important‚ the bottom 20% of their customers are unprofitable. For example‚ to compete with Walmart‚Best Buy works hard to attract profitable customers and equally hard to discourage the unprofitable customers which those that are price shopping
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The Mabo Decision of 1992 was an historical triumph for the Indigenous Australian people as many protesters fought for equal rights and freedom. They were fighting for their land rights and they wanted to be recognised as people of Australia. This particular event was a huge turning point in Australian history as it was the first time and Indigenous Australian had challenged a decision and had taken the case to court and won. The Mabo Decision was a first and it inspired many people to stand up for
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Geographic It is in Bose’s best interest to pursue geographical areas such as suburbs and big cities. Customers in rural areas wouldn’t have the access to go to a Bose store‚ but could still order the products online if they are interested in purchasing. Since the emergence of e-commerce‚ it is possible to reach all areas of the globe via web-interface. It is possible to not only reach a broader market‚ but to do so at a relatively low cost. The overhead costs from distribution are greatly reduced
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Act: Making a Decision (Pg.24‚ 1-4) 1. How is this decision emblematic of your job as a manager and your transition into that position? Answer: Management is getting work done through others. This decision is also emblematic of the transition that employees face when they are promoted into management positions. The manager in the exercise has been a manager for nearly a year‚ her job involves communication‚ listening‚ and positive support; learning to adjust to and manage stress; she want
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offerings‚ customer needs‚ and what are some of the less obvious service aspects that might inform purchasing decisions?__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ What are the questions that all customers ask themselves
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degree course: statistical specialisation for marketing databases. He is also a marketing consultant and statistician‚ member of the Association Francaise de Marketing and of the Societe Francaise de Statistiques. ¸ ´ ´ ¸ His research focuses on the customer relationship‚ particularly in relation to satisfaction‚ loyalty and retention. Abstract Complaint behaviour is a set of consumer dissatisfaction responses. It is an explicit expression of dissatisfaction‚ but dissatisfaction is only one determinant
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Decision Making Across the Organization The key strategic in every organization is to identify what is the influence of decision making across the organization as a whole. There are benefits and challenges in every organization no matter how large or small it may be. Business owner has to have a plan and a solution for every challenge that may arise in the organization. A manger is not to be in reasonable when he has to make a decision for the organization; he is to be expected to have a solution
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