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CUSTOMER RELATION
MANAGEMENT
1) Electronics market is a booming market, for a
given product there are many
manufacturers having different features in their
respective products. A customer,
who does not have knowledge of intricate
features at electronic products and
practical significance as features, may choose
wrong product. How this situation is
effectively addressed? What principle of CRM is
implemented here & how?
2) The difference between physically going to
book store & e- shopping is use of a
website as a link between buyer & seller.
How this link is made secure &
trustworthy by amazon.com? How does this issue
of trustworthiness affect
popularity of company? What steps are taken for
customer retention!
3) Practically thousands of products, costing
& features are advertised on
amazon.com. These products are viewed, judged
& compared by customers from
all over the globe. How is it ensured that every
customer gets a personalized
experience of shopping? Does the difference in
cultures of customers from different
countries affect policy of marketing?
4) How is effective marketing achieved at
minimum cost? What special effort is taken
to meet expectations of customers? Are the
strategies of company affected by
global experts? How is why?
5) Enlist the types of problems arising during
the process of e-shopping. How are
customers involved in identifying & solving
them? Won’t it be enough to appoint a
expert team to do this & rely on their
judgment. After all, expert opinion is always
sought by a company while formulating
strategies. How transparently is this done?
6) Customers are, in most of cases, unaware of
installing method of electronic
products. Trouble shooting too, is a major part
of past order follows up. If,
customers are from far distant areas &
states, how is all this done with minimum
cost? How is CRM relevant in this contest?
CUSTOMER RELATIONSHIP
MANAGEMENT
CASE STUDY : 1
What do you think about traditional CRM, version
changed from CRM to CMR, about
social CRM, comment and explain in detail
differences between traditional CRM and
Social CRM.
CASE STUDY : 2
What do you think about the characteristics and
the impact of the model explain in
detail.
CASE STUDY : 3
Do you have any idea how many ways social media
fits into customer engagement
strategies, explain in detail.
CASE STUDY : 4
Can you explain in detail Tenets and principles
of the New Model.
E-Business
System
a) What is E-shopping? What are
the advantages and disadvantages of e-shopping?
b) Explain the concept of
business process reengineering and its relationship with the productivity
paradox and ERP
c) What are the security issues
of E-commerce?
d) What is e-payment? Why is
orientation and standardization required for e-payment businesses?
e) Describe the functional
requirements for online selling and what specialized services and servers
perform these functions.
f) What do you understand by
WWW? What is the use of hypertext links in Internet access
g) What are the security issues
of E-commerce?
h) What are the key technologies
for B2B E-commerce? Explain architectural models of B2B E-commerce
E-BUSINESS
SYSTEM
Case : 1
GM’s E-Business Strategy
1. What do you understand by
the E-Business strategy implementation across an organization’s value
chain?
2. What are the rationale and
benefits associated with e-commerce initiatives in an automobile
company?
3. What are the Channel
conflict arising from e-business initiative?
Case : 2
Marriott’s Customer - Focused
E- Business Strategy
1. Taking out the facts of the
case , Bring out the importance of a customer-focused e-business strategy
in the hospitality industry.
2. Establish the role of IT in
integrating different business processes to make them more customeroriented
based on your understanding of
the case.
Case : 3
E-Strategies - Case
Studies
1. Bring out the facts of the
case.
2. Identify the various
E-business initiatives.
3. What are the strategies an
organization to focus in order to excel in the E-business.
4. Apart from the facts
provided in the case, what other initiatives you can project keeping in mind
the
success of an organization
towards E-business.
Case : 4
A PROACTIVE APPROACH TO
ENVIRONMENTAL
(1) Why does Dell treat its stakeholders in a
socially and ethically responsible manner?
(2) In your opinion, which of Dell’s
strategies makes the most impact on the environment? Explain
your answer.
(3) Explain the importance of
the “Energy Star” programme for consumers and businesses.
CASE STUDY ANSWERS
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