MANAGEMENT DEVELOPMENT INSTITUTE, GURGAON Customer Management Relationship (NMP ) Faculty: Prof Neelu Bhullar END - Term Examination (Open Book: Preseribed Text Book, Reading Material class notes and class PPTs only) Duration: 2 Hrs Total Marks: 30 (LAPTOP Not Allowed) ‘Attempt all Questions. All questions carry equal mark 1. Please refer to the United Breaks Guitar case. You are hired as a consultant to help the company improve upon its processes to ensure that similar incident ( The one mentioned in the case) never happens again. Please share suggestions in a report format. 2. What will be main challenges organizations will face as they move from physical to digital transition in managing customer Relationship Suggest ways to convert these challenges into opportunities. 3, A customer is only Loyal to his or her solution? Please elaborate the statement with help of frameworks and leamning's from the case and class discussions.