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NMIMS
Master of
Business Administration - MBA Semester 4
Customer
Relationship Management
Q1. Outline a communication plan with
an aim to translate the relationship policy into contact moments for customers
in your line of business.
Answer.
Q2. The increase in the quantity of
data and the decrease in the available analysis time have led to a growing need
for an inductive method which will assist in finding useful relationships
between (selected) data. Elaborate any 2 such methods that you use at your
workplace. (10 Marks)
Answer.
Q3. You are a call centre manager
with a decade of experience. In the last 10 years you have seen customer relationship
management evolve in the call centre industry. Scenario is more competitive and
requires out of the box thinking to sustain and succeed.
a. Do you prefer working with
specialist or generalist call centre agents? What parameters help you arrive at
a decision? (5 Marks)
b. As per your understanding and
experience, rate the elements of a call centre in order of importance? Justify
your rating with examples (5 Marks)
Answer.
Get fully solved
assignments.
For queries mail us at: subjects4u@gmail.com or contact at
08894344452, 08728863595
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