SEMESTER FALL 2013 PRINCIPLES OF MARKETING (MGT301) ASSIGNMENT NO. 01 (NON GRADED) DUE DATE: 18TH NOVEMBER, 2013. MARKS: 15 TOPIC: Customer Relationship Management LEARNING OBJECTIVES:  What is CRM?  How CRM helps to retain the existing customers? LEARNING OUTCOMES:  Students will learn how to build strong relationships with the customers.  Student will learn how different marketing tools work for effective CRM in services marketing industry to attract new customers and retain the existing customers. CONCEPTUAL BACKGROUND: Customer Relationship Management is an important and efficient approach in creating and maintaining relationships with customers. It has been always a very helpful strategy for the management purpose and customer service, which deals with customer concerns and problems. The CRM exists since the concept of buying and selling came into existence. It is a model for the management of a company’s interactions with its current and future customers. Today the role of CRM is very important, marketers, decision makers and professionals are trying to find out more ways to create a relationship with customers (existing or new customers) and for that purpose they use different tactics. REAL TIME CASE: Hi-Tec Automatic Car Wash provides automatic car washing facility, is an established brand having a lot of loyal customers through its strong relationship management system. It attained this status by the virtue of its dedicated staff and contacts with the different quarters of the society. Through constant innovation and refinement of the existing strategies aimed at instant solutions, it offers quality services by using high technology to remain in constant and close touch with the customers. It has made the total customer satisfaction possible by providing them a fabulous experience (Quality, Convenience and efficiency). It cares for its employees, customers and the environment and strives to create a positive image of its business in the community. Its goal is to provide total customer satisfaction by providing the best quality service in the minimum possible time. REQUIREMENT:  What could be the possible tools to create an effective CRM strategy in order to attract new customers and retain the existing customers? (10 Marks)  What role the CRM system can play in the success of a business? (05 Marks) IMPORTANT: 24 hours extra / grace period after the due date is usually available to overcome uploading difficulties. This extra time should only be used to meet the emergencies and above mentioned due dates should always be treated as final to avoid any inconvenience. IMPORTANT INSTRUCTIONS/ SOLUTION GUIDELINES/ SPECIAL INSTRUCTIONS  Solution should be to the point.  Avoid irrelevant details OTHER IMPORTANT INSTRUCTIONS: DEADLINE:  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, PDF etc.  It is cheated or copied from other students, internet, books, journals etc. Note related to load shedding: Please be proactive Dear students! As you know that Pre Mid-Term semester activities have been started and load shedding problem is also prevailing in our country now a days. Keeping in view the fact, you all are advised to post your activities as early as possible without waiting for the due date. For your convenience; activity schedule has already been uploaded on VULMS for the current semester, therefore no excuse will be entertained after due date of assignments, quizzes or GDBs.

SEMESTER FALL 2013
PRINCIPLES OF MARKETING (MGT301) ASSIGNMENT NO. 01 (NON GRADED)
DUE DATE: 18TH NOVEMBER, 2013.
MARKS: 15
TOPIC: Customer Relationship Management
LEARNING OBJECTIVES:
 What is CRM?
 How CRM helps to retain the existing customers?
LEARNING OUTCOMES:
 Students will learn how to build strong relationships with the customers.
 Student will learn how different marketing tools work for effective CRM in services marketing industry to attract new customers and retain the existing customers.
CONCEPTUAL BACKGROUND:
Customer Relationship Management is an important and efficient approach in creating and maintaining relationships with customers. It has been always a very helpful strategy for the management purpose and customer service, which deals with customer concerns and problems. The CRM exists since the concept of buying and selling came into existence. It is a model for the management of a company’s interactions with its current and future customers. Today the role of CRM is very important, marketers, decision makers and professionals are trying to find out more ways to create a relationship with customers (existing or new customers) and for that purpose they use different tactics.
REAL TIME CASE:
Hi-Tec Automatic Car Wash provides automatic car washing facility, is an established brand having a lot of loyal customers through its strong relationship management system. It attained this status by the virtue of its dedicated staff and contacts with the different quarters of the society. Through constant innovation and refinement of the existing strategies aimed at instant solutions, it offers quality services by using high technology to remain in constant and close touch with the customers. It has made the total customer satisfaction possible by providing them a fabulous experience (Quality, Convenience and efficiency). It cares for its employees, customers and the environment and strives to create a positive image of its business in the community. Its goal is to provide total customer satisfaction by providing the best quality service in the minimum possible time.
REQUIREMENT:
 What could be the possible tools to create an effective CRM strategy in order to attract new customers and retain the existing customers? (10 Marks)
 What role the CRM system can play in the success of a business? (05 Marks)
IMPORTANT:
24 hours extra / grace period after the due date is usually available to overcome uploading difficulties. This extra time should only be used to meet the emergencies and above mentioned due dates should always be treated as final to avoid any inconvenience.
IMPORTANT INSTRUCTIONS/ SOLUTION GUIDELINES/ SPECIAL INSTRUCTIONS
 Solution should be to the point.
 Avoid irrelevant details
OTHER IMPORTANT INSTRUCTIONS:
DEADLINE:
 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, PDF etc.
 It is cheated or copied from other students, internet, books, journals etc.
Note related to load shedding: Please be proactive
Dear students!
As you know that Pre Mid-Term semester activities have been started and load shedding problem is also prevailing in our country now a days. Keeping in view the fact, you all are advised to post your activities as early as possible without waiting for the due date. For your convenience; activity schedule has already been uploaded on VULMS for the current semester, therefore no excuse will be entertained after due date of assignments, quizzes or GDBs.