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3 : CUSTOMER RELATIONSHIP MANAGEMENT
April 2021 Examination
Q1. As a consultant to a new private bank, you have been asked to study the Indian Banking Industry and critically analyse the changes that took place in the relationship practices of this industry. How would this study be effective in implementing the CRM system in the new private bank (10 Marks)
Ans 1.
Introduction
A CRM framework should follow a goal customer-oriented mindset. Although it might appear to be common sense, many organizations have struggled, tracked, and benefited from such a theory. According to CRM, the consumer is the Sovereign, and his happiness is the key and most important to the organization's achievement. In three groups, we can classify the framework of CRM into:
Operational: This component includes the idea of automating such operations.
Collaborative: The contact Its Half solved only
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Q2. Look at the current CRM practices and solutions offered by one of the leading telecommunication services providers Airtel. Enlist their competitive advantages vis--vis other telecom service providers in the Indian market. Comment on the evolution of CRM practices of Airtel in the past 5 years. (10 Marks)
Ans 2.
Introduction
A business must consider and be able to use all three elements efficiently. When it does so successfully, it will develop good customer relations and protect its revenues for a long time to come. Because of a wide range of customer options, consumers can now determine which Airtel to retain connections. Covering the current customer base and attracting potential customers is also a big challenge for Airtel. In the marketing management of Airtel, customer fulfillment is an essential element in evaluation and
Q3. The OTT sector in India witnessed a 30% rise in the number of paid subscribers, from 22.2 million to 29.0 million between March and July 2020. If you were appointed as the India Head as Customer Engagement Manager for Zee5 app;
a. What customer relationship management strategy would you devise on the basis of Segmentation & Selection. How would you implement the same given the fact that the competition is intense in the OTT space? (5 Marks)
b. Create a customer profile based on the information provided in the brief given above. (5 Marks)
Ans 3a.
Introduction
OTT means over-the-top that provides film or television content over the internet to suit the requirements of customers. It means that the content provider is topping the existent internet services. These apps are the same as any other entertaining app on the internet and essential because they have great content.
Concept and Analysis
Every company needs its customer relationship management in this fast-growing world to keep growing its reputation in the
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