Customer Relationship Management (MKT610)

Fall 2019
Assignment No. 1
Due Date: 31-Jan-2020
Total Marks = 10
Topic: Customer Satisfaction
Learning objectives: The objective of this assignment is to make students familiar with the
concept of Customer Satisfaction.
Case 1:

LG Mobiles recently launched a new model in the market named as LG V50S ThinQ V50. This
model is definitely better than its predecessor; the dual-screen has been upgraded in it and unlike
its predecessor, the LG V50S ThinQ offers dual screens and allows you to easily use time, date,
battery status, text, and phone without having to open the dual screens, and adds a built-in
fingerprint recognition function for the display. In particular, it adds functions for producing
ASMR content, and when the customer executes this function during video recording, the
sensitivity of the high-performance microphone is maximized, and the live sound can be
captured.

Case 2:

Apple has recently launched the new iPhone 11 series as an LTE-only model, and its low price
and superior camera performance are the main points. There are three types of iPhone 11 that
will be released as iPhone 11, Pro, and Promax. It is equipped with a front 12 million pixel depth
camera that supports the Face ID function, and the Pro and Pro Max models have triple cameras
such as wide-angle, ultra-wide-angle, and telephoto. It is equipped with an OLED panel and
shows a big difference from previous works in the picture quality part.

Requirement:

What are the five different ways that can help LG and Apple to further increase the customer
satisfaction level in the context of new product development? (5*2 Marks)
Learning outcomes: After attempting this assignment, students will be able to recall basic
concepts of customer satisfaction and learn its practical application.
IMPORTANT:
24 hours extra / grace period after the due date are usually available to overcome uploading
difficulties. This extra time should only be used to meet the emergencies and mentioned due
dates should always be treated as final to avoid any inconvenience.
IMPORTANT INSTRUCTIONS
Students are advised to study the whole text carefully.
Try not to include any irrelevant material in the solution
Try to come up with precise and original answers.
Any act of plagiarism like copy paste from internet will result in ZERO marks.
Assignments reaching after the due date would not be considered.
OTHER IMPORTANT INSTRUCTIONS:
DUE DATE: 31-Jan-2020
Make sure to upload the solution file before the due date on VULMS.
Any submission made via email after the due date will not be accepted.
FORMATTING GUIDELINES:
Use the font style “Times New Roman” or “Arial” and font size “12”.
It is advised to compose your document in MS-Word format.
You may also compose your assignment in Open Office
format. Use black and blue font colors only
REFERENCING 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/henrichsenl/apa/APA01.html
RULES FOR MARKING
Please note that your assignment will not be graded or graded as Zero (0), if:
It is submitted after the due date.
The file you uploaded does not open or is corrupt.
 It is in any format other than MS-Word or Open Office; e.g. Excel, PowerPoint,
PDFetc.
It is cheated or copied from other students, internet, books, journals etc.