...Examination Paper of Customer Relationship management IIBM Institute of Business Management Examination Paper MM.100 Customer Relationship Management Section A: Objective Type & Short Questions (30 Marks) This section consists of Multiple Choice & Short Note type questions. Answer all the questions. Part One carries 1 mark each & Part Two carries 4 marks each. Part One: Multiple Choices: 1. High congruence means: a. High probability of success b. Low probability of success c. Zero probability of success d. None 2. Novo Jim‟s excellent resource book for Recency, Frequency and Monetary is: a. Drilling high b. Digging the top c. Cutting edges d. Drilling down 3. In „FURPS‟ R stands for___________ a. Responsibility b. Resource c. Retention d. Reliability 4. NAICS stands for_____________ a. National American Industry Coding System b. North American Industry Cooling System c. National American Industry Cooling System d. North American Industry Coding System 5. The book „Reengineering the corporation‟ is written by: a. Michael Hammer and James Champy b. Michael Champy and James Hammer c. Michael Douglus and James Ferrari d. Michael Ferrari and James Douglus 6. The book „Building the Data warehouse‟ is written by: a. Michael Doglus b. James Champy c. Bill Inmon 1 IIBM Institute of Business Management Examination Paper of Customer Relationship management d. James Ferrari 7. Which of the following is considered as the bible...
Words: 6818 - Pages: 28
...Get Content. Get Customers. How to Turn Prospects into Customers with Content Marketing a complimentary eBook by Joe Pulizzi and Newt Barrett Get Content. Get Customers. Joe Pulizzi • Newt Barrett How to Turn Prospects into Customers with Content Marketing What You Will Learn By Reading This eBook • • • • • • • • • • The 3 reasons traditional marketing isn’t working. Content marketing is the biggest industry you’ve never heard of. What content marketing really is and why it is important. Why using the B.E.S.T. strategy can be the litmus test for your content marketing efforts. Why you must think like a publisher today! The 6 reasons why you can communicate with buyers directly. The 11 biggest benefits of content marketing. The 7 deadly sins of content marketing. What MindJet, Best Buy and ThomasNet are doing to drive business through the use of great content. What content channels are available to launch content marketing efforts and when to choose the right one. and much more… 2 Get Content. Get Customers. Joe Pulizzi • Newt Barrett How to Turn Prospects into Customers with Content Marketing If you answer ‘Yes’ to these questions, this eBook is for You • Are you disappointed with results from traditional marketing efforts? • Do you have difficulty proving a return on your marketing investment? • Are you spending a lot of money on your marketing and you’re not sure if it’s working? • Do your marketing materials...
Words: 7206 - Pages: 29
...in technology and way of life. One of the most significant forces driving this development is the ability to record and deliver information across distances and at rates expanding exponentially. This is also referred to as the information age. Digital technology has changed the economy. The new terminology being used is e-marketing where the primary source of value creation for consumers has shifted from physical goods to services and information. This does not mean that everything we previously knew about business becomes irrelevant and obsolete, but it does mean that significant changes in business environment justify new approaches to thinking of the best marketing strategy and management. In summary E-commerce can be defined as an exchange of goods and services between parties, individuals and organizations as well as the electronically based intra and inter organizational activities that facilitate such exchanges.(Dave.C.,2007,p,4) There are four categories of E-commerce:- a) Business to business b) Business to consumer c) Consumer to business d) Consumer to consumer Most business still carries out the traditional ways of conducting business. This is by having a physical address where they have their products and services and translations are made there. Due to the new dot com community and ways of doing business many businesses have taken up the opportunity of conducting business online. This is because of the benefits brought about by...
Words: 3079 - Pages: 13
...The Influence of Personality, Brand Personality, Values and Cultural Differences on Consumer Behavior and Service Management Example: McDonald’s Author: David Burtscher Date: 23th of June, 2014 I Abstract This paper presents the constructs of personality and brand personality as well as the construct of values from consumer behavioral view. Furthermore the paper gives a short insight into value related cultural differences. The paper can be arranged into three parts: personality, values and culture. At first the single constructs are described theoretically, then the relationships and differences between the constructs are discussed shortly. As a last step we tried to integrate and apply the theoretical knowledge at a practical example. For this we chose McDonald's. We think McDonald’s is a good choice because it is present all around the world in many different cultures and it also appeals many different customer types. II Table of Contents Abstract..................................................................................................................................................... I Table of Contents ................................................................................................................................... II 1 2 INTRODUCTION ....................................................................................................................1 PERSONALITY AND BRAND PERSONALITY ........................................
Words: 3865 - Pages: 16
...perspective, e-commerce is the ability to deliver products, services, information, or payments via networks such as the Internet and the World Wide Web. 2. From an interface perspective, e-commerce involves various information and transaction exchanges: business-to-business, business-to-consumer, consumer-to-consumer. 3. From a business perspective, e-commerce includes activities that directly support commerce electronically by means of networked connections. 4. From an online perspective, e-commerce is an electronic environment that makes it possible to buy and sell products, services, and information on the Internet. 5. From a structural perspective, e-commerce involves various media: data, text, web pages, Internet telephony, and internet desktop video. 6. As a market, e-commerce is a worldwide network. A local store can open a Web storefront and find the world at its doorstep-customers, suppliers, competitors, and payment services. E-business: Connecting critical business systems and constituencies directly via the Internet, Extranets, and Intranets. It goes beyond a web site on the Internet to affect all aspects of business, from strategy and process to trading partners and the ultimate consumer. It combines the resources of traditional information systems with the global reach of the Web. E-business enables organizations to accomplish the following goals: 1. Reach new markets. 2. Create new products and services. 3. Build customer...
Words: 631 - Pages: 3
...H-E-B grocery store https://www.heb.com/ fits the category of a non – news organization that utilizes social media feeds alongside traditional media feeds. Mixed media is the best way to describe H-E-B online communication (i.e. identified as a mixture of owned media, paid media shared/social media and earned media). The organization has its own website (owned media pg. 175) that allows the company to have control over information disseminated out to both its internal and external publics (pg. 118). When it comes to paid media (pg. 176), H-E-B paid to have control over 60 seconds of air time during the 2018 super bowl. Its commercial in this case demonstrated corporate advertising (pg. 176) as it promoted its annual contest Quest for Texas...
Words: 313 - Pages: 2
...Joshua Tollison Phase 4 Individual Project MGM310-1204B-01 Bari Courts 23 December 2012 If I were to start an e-business the main thing I would focus on would be functionality of the site and ease to make customers feel comfortable and confident about shopping with my storefront. By this I mean designing a site that gives customers several options for the products they are shopping for; along with that my customers would have access to multiple pictures of every product available, and a detailed description of the item they are interested in. My customers would also be able to compare similar items by their available options and provide a side by side analysis. The main thing for my e-business though would be the superior customer service that is provided to my clients by means of email, live chat, and a customer service hotline if you would prefer to talk to a representative. One of the final details that would make my site superior to others would be a hassle free return policy that even included return shipping for those who need to return their products for any reason. To be able to make this dream come true there are several other factors that I will be discussing throughout this paper as I present my business plan for establishing my storefront. I. E-Commerce Infrastructure Just as brick and mortar companies have an infrastructure to help them succeed in business, so do e-businesses. By having the correct infrastructure in place allows a company to run...
Words: 2620 - Pages: 11
...The two companies that I choose to discuss in this paper are Procter and Gamble, and Unilever both specialized in consumer goods and fierce foes for decades. Determine how each corporate culture differs from the other. As Ravasi and Schultz (2006) stated, organizational culture is a set of shared mental assumptions that guide interpretation and action in organizations by defining appropriate behavior for various situation. Procter and Gamble gives lots of importance to productivity and is constantly improving its productivity at all levels, to a point that it is part of the company culture. Their practices and values that have helped build that strong culture are: 1- Lead by example; the top executive team members personify the culture and consistently reinforce it through their actions. 2- Communicate regularly: Communication up, down and across the organization. 3- Transparency: Establish clear roles and responsibilities. 4- Promote for with in: human capital development to ensure consistency and well understood expectations. 5- Make data-drive decisions; Comprehensive financial, consumers and strategies rationales are all part of the decision making process. Meanwhile Unilever culture is more about what they believe in and how they act collectively. Unilever has an innovation culture. Some of the practices and values that helped Unilever achieve its goal as an innovative organization are: 1- Focus on company’s core competencies: listen to all employees’ ideas...
Words: 957 - Pages: 4
...should always look into developing a research study to continue to improve its customer satisfaction. The research study uses feedback from the focus group and customer satisfaction surveys. The purpose of the survey is to close the gap between the organization and its consumers. An important question to ask is “How satisfied are the customers?” The business has to understand what is important to the consumer. The research study focuses on who, what, when, and where. Improving customer service sends a message to the customer of respect and appreciation of his or her business, and the business it focused on staying abreast to his or her needs. ABC auto manufacturer has been successful for the past 80 years. Unfortunately, as the years progressed the average age of its customers has been more than 50 since 1990, and logic dictates that the consumer base organically will shrink. ABC autos are high-end with an average cost in excess of $50,000. ABC auto Management has decided the target market for this automobile will be adults in the age range of 35 to 45 years if ABC will survive. The next step for ABC is to create a business research plan to accomplish its goals. Management needs to formulate a plan to attract customers in the age range of 35 to 50 to expand its customer basis and increase profits. ABC has modified the physical design and performance attributes of its automobile lineup imitating Cadillac’s approach. Matarazzo (2012) article...
Words: 546 - Pages: 3
...Orientation on Frontline Employee Service Performance and Consumer Response Rong-Da Liang Department of Marketing and Logistics Management, National Penghu University No.300, Liuhe Rd., Magong City, Penghu County 88046, Taiwan, R.O.C Tel: 886-6-926-4115 Ext: 5522 E-mail: rdliang@npu.edu.tw Hsing-Chau Tseng Graduate School of Business and Operations Management, Chang Jung Christian University 396, Chang Jung Rd., Sec.1, Kway Jen, Tainan 71101, Taiwan, R.O.C Tel: 886-6-278-5123 Ext: 2020 E-mail: hsingchau@mail.cjcu.edu.tw Yun-Chen Lee (Corresponding author) Graduate School of Business and Operations Management, Chang Jung Christian University No. 396, Chang Jung Rd., Sec.1, Kway Jen, Tainan 71101, Taiwan, R.O.C Tel: 886-937-366-869 Abstract As product and price become less important, managers search for new ways to differentiate themselves in a buyer-seller relationship. Increasingly, businesses have to focus on service orientation to differentiate themselves from their competitors. As consumer loyalty depends primarily upon rendering quality service, the delivery process among business service orientation, frontline service employee performance and consumer response deserves more attention. This article explores some of the ways in which service orientation can be used as an appropriate alternative to the more traditional business methods. This study analyzes the dyadic data collected from 247 questionnaires distributed to consumers and employees across 17 branches of a financial...
Words: 2363 - Pages: 10
...involved in the digital delivery of entertainment to consumers, it was fast-forwarding the most important technical transaction the studio has made in decades. "The great promise of digital technology ... is that consumers will be able to choose how they want to consume content," Kevin Tsujihara, president of the new division, said in making the announcement. "We're entering an exciting time in the entertainment business when the consumer, empowered by new technologies, has an active role in the process instead of being a passive participant." Warner Bros. Entertainment, a subsidiary of the Time Warner conglomerate, is in the process of transforming itself into a digital end-to-end business. This change has been largely driven by a farming-out of how consumers want to consume content, says Charles L "Chuck" Dages, senior vice president of emerging technology at Warner. "As we watched the consumer go digital, the production systems within Warner have followed suit," he says. "At the front end we're seeing the increasing use of digital cameras by filmmakers, and at other end we're seeing digital distribution through broadband (McCartney,L. Oct2006). As the world goes digital, another business goal is to create a paperless supply chain, according to Brian Reed, VP of global marketing at Forms cape, a company that provides document management solutions. And while document management is considered to be just one piece of content management, its value should not be underestimated. "Our...
Words: 360 - Pages: 2
...1. Introduction Electronic commerce has become an attractive market to the world, and the emerging business opportunities are now becoming a major factor in world economics. Although, investment through e-commerce channels returns high profits, but like many IT systems, it could lead business organizations to a risky situation or failing to deliver expected returns. The main cause of this is the inconsistency between the system design and the desired requirements or for the misunderstanding between IT professionals and business experts. Therefore, to design e-commerce system, a communication pattern is needed either between system developers and business owner, or between customers and the online business system. Moreover, e-commerce system should be adapted with the whole business environment such as business norms and behavior, customer practice, business rules and government policy. However, Semiotic that is ‘the science of signs’ has brought many approaches to facilitate the process of understand signs’ meaning. The approach of organizational semiotic defied the organization as a group of social norms and emphasizes on the people and their role and responsibility in order to merge them when analyzing and designing information system (Stamper et al, 2004). For e-commerce systems, there is a necessity of clear meaning for each symbol, icon and image because almost all transactions done through the web system without human agent involvement. Therefore, semiotic...
Words: 2949 - Pages: 12
...Definition of Corporate Social Responsibility Corporate Social Responsibility (CSR) is becoming an increasingly important activity tobusinesses nationally and internationally.It isone of the most frequently asked topic in our modern business system. There is no universal definition of corporate social responsibility. It generally refers to transparent business practice which is based on ethical values, legal requirements & respect for people, communications and the environment. Our society expects that firms or companies should provide quality services & goods when & where they need at acceptable prices. In our opinionCSR is about how companies manage their business process to create o positive effect on a society. CSR can be alternatively referred to “corporate citizenship” which means that a company should be a “good neighbor” within its host community. The World Business Council for Sustainable Development in its publicationMaking Good Business Sense by Lord Holme and Richard Watts, used the following definition: “ Corporate Social Responsibility is the continuing commitment by business to behave ethically and contribute to economic development while improving the quality of life of the workforce and their families as well as of the local community and society at large” According to Niall Fitzgerald, former CEO, Unilever: "Corporate social responsibility is a hard-edged business decision. Not because it is a nice thing to do or because people are forcing us to do it..because...
Words: 613 - Pages: 3
...high-end fashion accessories. Using valuable accessories only when needed and saving money by purchasing affordable accessories that enables customers to greatly expand their wardrobe particularly for those women who really love accessories. Each piece of PAVcessories is a work of art, very special and unique. Most people will feel that PAVcessories pieces are like nothing else they have ever seen. PAVcessories will be selling directly to end consumers through shop. COMPANY MISSION The PAVcessories is a store for the quality- and style-conscious consumer. Providing unique and affordable accessories, we intend to generate a fair return to finance continued growth and expanded community involvement. COMPANY VISION PAVcessories Vision is to become the most efficient and effective business entity in each of its respective business accessories to the markets regardless of the geographic location. OBJECTIVE The primary Objective will be based on the following factors: * SELL products that provide quality and value to the consumer while meeting needs for an expression of personal style. * PROVIDE customer services such as in-store and...
Words: 302 - Pages: 2
...galvanise the job scope, making a typically monotonous task of repairing computer electronics more enjoyable for both his employees as well as the consumer. The glorified role of a Geek special agent allows employees to feel better about their jobs and themselves, obtaining a higher sense of accomplishment for playing a role in the overall company direction. This could also increase the loyalty of customers where they experience first-hand contact with a Geek Squad ‘Agents’, who were all ensured by the firm to be ‘well-liked’ and ‘socially interactive’. With a strong organisational culture, the Geek Squad would also be able to cultivate a sense unity among its employees who may come from various backgrounds and demographics. A shared culture would promote more communication and understanding as well as reduce conflict or any employee being left out. This would place the company in good stead in dealing with any future challenges. * Customer Service Focus The Geek Squad does not only place importance in the actual repair job, but the whole customer experience as well. According to him, anyone can be taught to fix a computer but not everyone can mix it with a full ‘Geek Squad Experience’. The Geek Squad tailored its service operations to fully suit the needs of a consumer, providing 24 hour rapid response for desperate consumers in urgent situations. On top of that, they ensure full confidentiality (like a real spy mission) of its clients, and even eagerly providing follow...
Words: 1168 - Pages: 5
