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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Microeconomics of Customer Relationships Reading: Microeconomics of Customer Relationships The follow is a critique and review of the reading of Microeconomic of Customer Relationships by Fred Reichheld. I will review the article and evaluate Mr. Reachheld. I will also apply economic theories into why and how I came to my conclusions. Overview on the Reading Microeconomic of Customer Relationships by Fred Reichheld is based on a simple survey based customer-relationship metric known as
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Customer Relationship September 9‚ 2014 Big Data Throughout most of the twenty first century‚ technology has boomed and many companies are now able to store large quantities of data in a small space‚ compared to previous years. Big Data is the process of collecting information based on structured data and unstructured data. Big Data is something that companies collect to try and provide the best customer experience‚ however this mass collection has its setbacks. Some of the positive aspects
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Chapter 1 Customer-Driven Strategic Marketing Lecture Outline I. Defining Marketing We define marketing as the process of creating‚ distributing‚ promoting‚ and pricing goods‚ services‚ and ideas to facilitate satisfying exchange relationships with customers and to develop and maintain favorable relationships with stakeholders in a dynamic environment. [ A ]. Marketing Focuses on Customers [ 1 ]. As the purchasers of the products that organizations develop‚ promote‚ distribute‚ and price
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Establish rapport and relationship with customer and express a genuine interest in customer needs and requirements to enhance customer commitment‚ trust and credibility of store and to build return customer base a) Under the headings provided‚ list five qualities that a customer in your store may be looking for. Personal • cleanliness • tidiness • friendly manner • smile • interest/empathy Professional • product knowledge • speaking tone • listening skills • professional store culture
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various factors leading the customer to purchase Honda two-wheeler. To find out the reasons for buying the Honda two-wheeler To study the behavioural factors of consumers in two wheelars To analyse the impack of behavioural factors of consumer and choosing particular branch To the study the consumers opinion regarding features like appearance‚mileage‚price etc A STUDY ON ETIQUETTE and ATTITUTDE towards HONDA BIKE CUSTOMERS in SOUTH TAMILNADU with SPECIAL
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Electric 1. Why do you think GE invested so aggressively in foreign expansion? Because GE tries to achieve its main goal: To be number 1 or 2 globally in every business in which it participates. Nowadays GE is not just an American company doing business abroad‚ but it had become a true global company. The revenues from international sales are growing significantly. This expansion is being powered by growing economies of Asia (particularly China and India). GE can achieve its goal through:
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Build and maintain business relationships Developing and maintaining business relationships 2 Relationship management 2 Benefits of developing business relationships 3 Adhering to organisational requirements 3 Building trust 5 Trust techniques 5 Negotiating positive outcomes 8 Negotiation skills 8 Phases of negotiation 10 Effectively managing conflict 12 The causes of conflict 12 Recognise the signs of conflict 13 Conflict handling methods 15 Conflict management techniques and tactics 17 Developing
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Under CEO‚ Jeffrey Immelt leadership and cultural integration GE is committed to achieving worldwide leadership in each of its businesses. To achieve that leadership‚ GE’s ongoing business strategy centers on five key growth initiatives: Technical Leadership; Services; Customer Focus; Growth Platforms; and Globalization. GE is committed to leadership in the "next generation" of technology. It’s well-positioned to drive growth for the future with technical excellence in each business by developing
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DOING BUSINESS IN NIGERIA This is a guide to doing business in Nigeria. It is a general overview of the Nigerian political‚ economic and legal environment. It is by no means an exhaustive work on investment in Nigeria. It simply sets out the basic information on business in Nigeria and recourse to other research materials is encouraged. We disclaim any responsibility for any loss or damage suffered by any person on account of reliance on this work. I INTRODUCTION 1. A General Overview 2. Political
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