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MKT610 Customer Relationship Management GDB Spring 2020 Solution & Discussion


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Share the GDB Question & Discuss Here.... 

Dears Kindly provide your expert feedback for the below GDB

Graded Discussion Board No.1

Due Date: 09-June-2020

Topic: “CRM Strategies”

Learning Objectives: The objective of this discussion is to enable students to understand the importance of CRM Strategies.

Learning Outcomes:  After attempting this GDB, students will be able to comprehend the concept of Operational, Analytical, and Collaborative Strategies and learn how to apply CRM Strategies practically in the organizations.

Case

Vonage (Pvt.) Ltd is an American based fast-food company. The company is facing a big problem related to loyalty cards because each customer has too many cards. The ratio of losing their loyalty cards is very high. Furthermore, the company has a weak database management system which stores only the necessary information related to the customers and rewards only those customers who purchase a full meal. For example, if a customer only purchases only coffee, then he\she is not eligible for any reward, thus reducing the reason to use loyalty cards. To resolve this issue, the company updated the loyalty card program and introduced a new Loyalty Pass program. Loyalty Pass Program gets the record of all purchases. Moreover, to promote the product the company used these three same channels. All of these advancements are made possible with the help of NFC (Near Field Communication) technology. With the help of this technology, the company can record all transactions in terms of frequency, and purchase type in all the locations. Hence, now the Vonage can provide a more consistent platform for the customers which results in a more detailed

view of the customer’s at all available touchpoints. 

Point of discussion:

Keeping in view the above scenario,you have to identify that Vonage(Pvt.)Ltd is using which CRM Strategy either it is using Operational, Analytical,or Collaborative Strategy. Provide at least two logical arguments to support your discussion.(Strategy Identification 03 marks & 02 marks for Justification) 

Mkt610 gdb idea solution
Strategy Identification:
Customer relationship management (CRM) is a technology for managing all your company's relationships and interactions with customers and potential customers.
There are following two arguments.
1- If the Vonage (pvt) company use the previous method than they cannot never knew the loss which they obtain every second of the day. Because we know that the best way is only customer relationship management. The other major problem is that if a customer only purchases only coffee, then he\she is not eligible for any reward, thus reducing the reason to use loyalty cards.
2- Whenever big companies get this problem than they never knew that where is the fault even they also hire technical staff for checking the issue. Above mention that they have the issue of loyal cards so, they already has a weak database management system which not helpful in future than convert into CRM.

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