ASSIGNMENT

SEPTEMBER 2022 SEMESTER

SUBJECT CODE : CRM300

SUBJECT TITLE : CUSTOMER RELATIONSHIP MANAGEMENT

LEVEL : BACHELOR

STUDENT’S NAME :

MATRIC NO. :

PROGRAMME : BICT (HONS)

ACADEMIC :
FACILITATOR

LEARNING CENTRE :

INSTRUCTIONS TO STUDENTS

1) This assignment consists of FIVE (5) questions. Answer ALL questions.

2) Plagiarism in all forms is forbidden. Students who submit plagiarised assignment will be
penalised.

3) Your assignment will be examined based on the followings

 a complete working solution.
 ability of using methods available in the learning materials.

4) This assignment carries a 60% weightage toward final grade.

THERE ARE THREE [3] PAGES OF QUESTIONS, INCLUDING THIS PAGE.

INSTRUCTION: Answer ALL questions [Total : 60 Marks]

Question 1

“Customer relationship is only present when the customer has emotional loyalty, not just
functional (behavioral) loyalty”

Elaborate the statement above by referring to the Five Es of Customer Relationships by

Barnes.

[15 Marks]

Question 2

Pick a brand that you will always buy. Name the brand. Discuss what happened specifically
to create this loyalty from you? Is there anything that could dissolve your loyalty or make it
stronger?

[15 Marks]

Question 3

Product customization refers to enabling customers to personalize a product according to

their needs and preferences. Add-ons, exclusive functionalities, templates, and flexibility with
product design all count as different forms of personalization.

Give THREE (3) examples or case study how to deliver product customization.

[15 Marks]
Question 4

Currently, there are many companies using customer analytics. The objective is not just to
improve the customer interactions or customer acquisition and retention but also it is for
improving their supply chain or for curbing business risks. Discuss ONE (1) example of a
company using customer analytics to their business advantage.

[15 Marks]

END OF ASSIGNMENT QUESTIONS