Mgt301 Assignment No. 1 solution

Semester “Fall 2010”
“Principles of Marketing (MGT 301)”
Assignment No. 01 Marks: 15
“Customer Relationship Management (CRM)”

a) Define Customer Relationship Management (CRM) & its purpose? (2+3)
b) Elaborate your answer with the help of example? (5)
b) Why CRM is different from traditional marketing? (5)
Important Tips
1. This Assignment can be best attempted from the knowledge acquired after
watching video lecture # 1 to lecture # 10 and reading handouts as well as
recommended text book.
2. Video lectures can be downloaded for free from Online VU Lectures.
Schedule
Opening Date and Time 27th October, 2010 At 12:01 A.M. (Mid-Night)
Due Date and Time 01st November, 2010 At 11:59 P.M. (Mid-Night)
Note: Only in the case of Assignment, 24 Hrs extra / grace period after the above mentioned
due date is usually available to overcome uploading difficulties which may be faced by the
students on last date. This extra time should only be used to meet the emergencies and above
mentioned due dates should always be treated as final to avoid any inconvenience.
Important Instructions:
Please read the following instructions carefully before attempting the assignment solution.
Deadline:
• Make sure that you upload the solution file before the due date. No
assignment will be accepted through e-mail once the solution has been
uploaded by the instructor.
Formatting guidelines:
• Use the font style “Times New Roman” and font size “12”.
• Assignment should not exceed more than 2 pages.
• It is advised to compose your document in MS-Word 2003.
• Use black and blue font colors only.
Solution guidelines:
• Use APA style for referencing and citation. For guidance search “APA
reference style” in Google and read various website containing
information for better understanding or visit
http://linguistics.byu.edu/faculty/henr ... APA01.html
• Every student will work individually and has to write in the form of an
analytical assignment.
• Give the answer according to question, there will be negative marking
for irrelevant material.
• For acquiring the relevant knowledge don’t rely only on handouts but
watch the video lectures and use other reference books also.
Rules for Marking
Please note that your assignment will not be graded or graded as Zero (0) if:
• It has been submitted after due date
• The file you uploaded does not open or is corrupt
• It is in any format other than .doc (MS. Word)
• It is cheated or copied from other students, internet, books, journals etc…

 ---

Solution:

a) Define Customer Relationship Management (CRM) & its purpose? (2+3)

Customer Relationship Management
“The ability of an entire organization to effectively identify, acquires, foster and retain loyal profitable customers.”
Customer Relationship Management (CRM) boiling down to one simple concept: loyal, profitable customers. Loyal because we know that longtime customers tend to buy more and are easier, and subsequently more cost effective, to sell new products to than trying to acquire new customers
Profitable because this is what makes or breaks us as a business.
Purpose of CRM
The purpose of CRM is improved proximity to clients to respond to their needs and turn them into loyal customers. A CRM project therefore includes providing each sector of the company with access to the information system to get to know the client better and provide him with products and services which meet his expectations in the best possible way.

b) Elaborate your answer with the help of example? (5)
The organization and the customers both have sets of conditions to consider when building the relationship, such as wants and needs of both parties;
• organizations need to make a profit to survive and grow
• customers want good service, a quality product and an acceptable price

Mortgage brokers have a special type of business, a business that needs specific CRM software capabilities. One of the major parts of mortgage broking is client relationships. Not only does the client need to feel confident in your abilities as a broker, but it's also important for your business that the client enjoys the experience so that they will refer you future business.

c) Why CRM is different from traditional marketing? (5)
From the marketing perspective, traditional marketing builds category need, awareness of the product (through recall & recognition), a positive attitude (through developing knowledge of the product & liking it) and intention to buy (through consideration of the product and preferring it). Hopefully, a sale occurs at this point. Relationship marketing takes over after the sale for existing customers by stimulating the intention to buy and sometimes after the sale through post-purchase reinforcement. In other words, you should use traditional marketing to recruit new customers and relationship marketing to maintain the relationship with them once you brought them in.