LOVELY PROFESSIONAL UNIVERSITY

Form/LPUO/AP-3

(The format to be used for Planning the academic activities other than Lecturers/Tutorial/Practical like Assignments, Case study, Presentation, Quiz, Projects, Class tests, industrial visits, teaching practice, court visits etc. to be undertaken as a part of the continuous assessment for the Course)

Home Work No. 02

Lovely School of Business Department of Management Name of the faculty member: Course No: MGT631 Course Title: Customer Relationship Management Class: MBA/BBA Semester: IV/VI Section: Specialization Batch: 2010-12 Max. Marks: 20 Date of Allotment: 22nd Feb 2010 Date of Submission: 22th march 2012 Important: To be read before filling up the Plan format. S.No Reg No Objectives of Topic Organizati Evaluation Criteria Academic on/Industr Activity y 1 2 3 4 5 6 7 8 9 10 11 12 The objectives of academic activity mainly focused:a) encourage students collecting, analyzing the related by and summarizing relevant to various information initiatives taken businesses for customer support system. b) To enable them frame a closed loop describing each system used for customer support. for To I. II. III. IV. V. is this Each group of two students will be assigned an industry from which they have to identify and two gather organizations Telecom Industry Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Fast food industry Automobil e Sector IT industry Telecom Industry Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Strategies of the two companies -4 Marks 2. Methods used by companies for Acquisition of data- 4 Marks

1. CRM

information about initiatives taken by these organizations for:-

(a) Compare:
CRM Strategies of these two companies, Methods used for Acquisition of data, Customization methods used by companies, Customer Privacy data Policies of Companies Feedback system used by companies.

3. Customization
methods used by companies-4 Marks Customer Privacy data Policies of companies-4 Feedback system used by companies-4 Marks

4. 5.

(b) Suggest some suitable support system to enhance of customer of relationship and provide complete references information. source

Important Considerations
a) Assignment must submitted via UMS only. b) Students will be

credited with marks for the quality,

accuracy, relevance

Fast food industry Automobil e Sector IT industry Telecom Industry Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Fast food industry Automobil e Sector IT industry Telecom Industry Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Fast food industry Automobil e Sector IT industry Telecom Industry Insurance Life Insurance General Hospitality

and clarity about topic assignment. c) No assignment will be accepted via of

email or hard copy. d) Students must have to complete references for the information taken provide

from any source.

Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Fast food industry Automobil e Sector IT industry Telecom Industry Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Fast food industry Automobil e Sector IT industry Telecom Industry Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Banking Industry