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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: Aashish Sharma 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: 27th Feb 2012 Date of Submission: 22nd March 2012 Important: To be read before filling up the Plan format. S.No Reg No Objectives of Topic Organizati Evaluation Criteria Academic on/Industr Activity y 1 2 3 4 5 6

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The objectives of academic activity mainly focused:a) encourage students collecting, analyzing the related by and summarizing relevant to various information initiatives taken businesses for customer support system. b) To enable them frame a closed loop describing each system used for customer support. for To is this

Each group of two students will be assigned an industry from which they have to identify and two gather organizations

information about initiatives taken by these organizations for:-

(a) Compare:
I. II. III. IV. V. CRM Strategies of these two companies, Methods used for Acquisition of data, Customization methods used by companies, Customer Privacy data Policies of Companies Feedback system used by companies.

Telecom Industry Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Fast food industry Automobil e Sector

Strategies of the two companies -4 Marks 2. Methods used by companies for Acquisition of data- 4 Marks

1. CRM

3. Customization
methods used by companies-4 Marks Customer Privacy data Policies of companies-4 Feedback system used by companies-4 Marks

4. 5.

(b) Suggest some suitable support system to enhance of customer of IT industry relationship and provide complete references information. source

Important Considerations
a) Assignment must submitted via UMS only. b) Students will be

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3450070100 3450070105 3450070127 3450070129

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Telecom Industry

credited with marks for the quality,

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3450070134

Insurance Life

accuracy, relevance

3450070158
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and clarity about Insurance General c) topic assignment. No assignment will be accepted via of

3450070163 3450070169
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3450070198 3460070004 3460070025 3460070028 3460070060 3460070091 3460070102 3470070011 3470070019 3470070033

Hospitality Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Fast food industry

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email or hard copy. d) Students must have to complete references for the information taken provide

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from any source.

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3470070051 3470070064 3470070097 3470070103

Automobil e Sector IT industry

20

21

3470070141 3470070145 7460070069 7460070072

Telecom Industry Insurance Life

22

23

7460070077 7460070079
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Insurance General

7460070102 7460070106
25

Hospitality Industry Hotels Banking Industry

7460070126 7460070134
26

3440070022 3440070027

Mobile phone and

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3440070030 3440070061
28

peripherals Consumer durables

3440070090 3440070094 3440070101 3440070108

Fast food industry Automobil e Sector

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30

IT industry

3440070111 3440070116
31

3440070129 3440070141 3440070143 7060070010

Telecom Industry Insurance Life

32

33

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34

Insurance General

7450070014 7450070018 7450070019 7450070037 7460070004 7460070005

Hospitality Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Fast food industry Automobil e Sector IT industry

35

36

37

7460070010 7460070017 7460070024 7460070033 7460070066 7460070052 11010744 11004178

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41

7470070002
42

Telecom Industry

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Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Mobile phone and peripherals Consumer durables Fast food industry Automobil e Sector IT industry

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45

46

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51

Telecom Industry Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Mobile phone and peripherals

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55

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57

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Consumer durables Fast food industry Automobil e Sector IT industry Telecom Industry Insurance Life Insurance General Hospitality Industry Hotels Banking Industry Banking Industry