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: Rakesh Arora 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: 28th Feb 2010 Date of Submission: 22th march 2012 Important: To be read before filling up the Plan format.

S.N o 1 2

Reg No

Objectives of Academic Activity The

Topic

Organiza Evaluation Criteria tion/Indu stry

1090050 4 1090078 5 1090084 4 1090099 2 1090136 2 1090152 7

Each group of two students Telecom Industryobjectives of will be assigned an industry Aircel, this from which they have to Reliance academic activity mainly focused:a) To encourage is

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students for 1090182 8 collecting, 1090183 analyzing 2 and 1090369 summarizing 3 1090393 the relevant 7 information 1090514 to 8 related 1090520 initiatives 3 by 1090655 taken 9 various 1090715

1. CRM Strategies of the two companies -4 Marks identify two organizations 2. Methods used Insurance and gather information Generalby companies for ICICI,Baj about initiatives taken by Acquisition of data- 4 aj these organizations for:Marks Banking Industry(a) Compare: 3. Customization SBI,ICIC I. CRM Strategies of methods used I these two by companiesConsume companies, 4 Marks r II. Methods used for 4. Customer durablesAcquisition of data, Privacy data Philips,Sa III. Customization Policies of msung methods used by companies-4 Automobi companies, 5. Feedback le Sector IV. Customer Privacy system used data Policies of by companiesMaruti,Fi Companies 4 Marks at V. Feedback system Important Insurance used by companies. Considerations Lifea) Assignment (b) Suggest some suitable LIC,Bhar ti Axa support system to enhance Hospitalit must submitted customer relationship and y via UMS only. Industry

businesses support 15 16 1090816 9 1090828 4 17 18 1090828 5 1090839 7 1100189 5 1101362 1 1100685 0 1100705 7 1100743 9 1100803 9 1101164 1 1090004 0 1090005 9 1090050 7 1090051 7 1090070 5 1090100 5 1090341 system. b) To enable them frame a closed loop describing each system used for customer support.

provide of information.

for customer references

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complete HotelsTaj source of hotels,Ob eroi Mobile phone and peripheral sSamsung, LG Fast food industryMcDonal ds,Domin os IT industryInfosys,H exaware Telecom IndustryIdea,, Videocon Insurance GeneralTata,Nati onal Insurance Banking IndustryPNB,HD FC Consume r durablesPanasonic ,LG Automobi le SectorToyota,H yundai Insurance LifeAviva,SB

b) Students will be credited with

marks for the quality, accuracy, relevance clarity topic assignment. c) No assignment and about of

will be accepted via email or

hard copy. d) Students must

have to provide complete references for

the information taken from any source.

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1090475 6 1090499 8 1090682 9 1090726 6 1090875 6 1100546 1 1100548 5 1100600 5 1100642 0 1100643 8 1100650 2 1100656 7 1100748 7 1100759 3 1100954 4 1100964 8 1101038 0 1101236 2

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I Life Hospitalit y Industry Hotels Mobile phone &periphe ralsMicroma x,Nokia Fast food industryKFC,Pizz a Hut IT industryTCS,Min dtree Insurance LifeAegon Religare, Birla Life Retail SectorBig Bazaar,E asy Day Banking IndustryOBC,AX IS IT IndustryWipro,Pa tni Automobi le SectorTata Motors,F ord Telecom IndustryVodafone ,Airtel

Sig. of Faculty member:Rakesh Arora