Description
Customer Relationship Management
September 2024 Examination
- You are the CIO (Chief Information Officer) of your company. Your organization is planning to implement Siebel CRM for managing your call center and the marketing campaigns that your company runs. The management needs to be convinced about the Return on Investment, advantages, and challenges that the organization would face because of implementing CRM. How would you justify your case? (10 Marks)
Ans 1.
Introduction
In today’s competitive market landscape, establishing strong customer relationships is pivotal for business success. As the Chief Information Officer, I am tasked with leading our company’s technological advancement by implementing Siebel CRM, a robust customer relationship management system. This initiative is set to revolutionize our call center operations and enhance the efficacy of our marketing campaigns. The decision to adopt Siebel CRM stems from the necessity to align our business processes with the dynamic needs of our customers, thereby driving improved customer satisfaction and loyalty. In this proposal, I will elucidate the anticipated Return on Investment (ROI), alongside the advantages and challenges
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- Your company manufactures mobile phones. This month you are coming with a path breaking product, which is aimed at attracting customers who are below 25 years old. Your companies focus on this market will remain for the next 2-3 years. How will you persuade your existing and new customers to buy the new product? (10 Marks)
Ans 2.
Introduction
In an era where technology continuously shapes consumer behavior, our company is poised to launch a groundbreaking mobile phone specifically designed for the vibrant, tech-savvy demographic under 25 years old. This strategic pivot not only taps into the preferences and lifestyle of the younger generation but also aligns with our company’s vision to innovate and lead in the mobile technology space. Understanding the unique needs and aspirations of this age group, our new product combines cutting-edge technology with trendy design elements to create a compelling offering. In the upcoming sections, I will outline our comprehensive
- “CRM implementation done right owes its success to the right definition of the success criteria.” In context of this:
- How do you define success criteria of CRM projects? (5 marks)
Introduction
The success of a Customer Relationship Management (CRM) implementation is critical to ensuring that it effectively enhances customer interactions and drives business growth. Defining the success criteria for a CRM project involves setting clear, measurable goals aligned with the organization’s strategic objectives. This definition enables the team to track progress accurately and evaluate the impact of the CRM on the organization. In this
- What are the major challenges that you are likely to face while implementing CRM in your organisation? (5 marks)
Ans 3b.
Introduction
Implementing a Customer Relationship Management (CRM) system can significantly enhance an organization’s ability to manage customer interactions and drive business growth. However, the process is fraught with various challenges that can impede its success. Understanding these challenges beforehand allows for better preparation and mitigation strategies, ensuring a smoother transition and more effective deployment. In this discussion, we will examine the
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