NMIMS Assignments 2016 : Contact us for answers at assignmentssolution@gmail.com

NMIMS Global Access
School for Continuing Education (NGA‐SCE)
Course:  Customer Relationship Management
Internal Assignment Applicable for September 2016 Examination



Assignment Marks: 30                                              

Instructions: 
  All Questions carry equal marks.
  All Questions are compulsory
  All answers to be explained in not more than 1000 words for question 1 and 2 and for
question  3  in  not  more  than  500  words  for  each  subsection.  Use  relevant 

examples,
illustrations as far as possible.
  All answers to be written individually. Discussion and group work is not advisable. 
  Students  are  free  to  refer  to  any  books/reference  material/website/internet  for
attempting their assignments, but are not allowed to copy the matter as it is from the
source of reference. 
  Students should write the assignment in their own words. Copying of assignments from
other students is not allowed
Q.1) You are the Chief Marketing Officer of a Multi-brand Retail chain of outlets in India.
Recently a substantial chunk of your customers are shifting their loyalty towards a rival
retail brand. What will you do to prevent customerdefections & maintain their loyalty with
your Retail brand?  (10 Marks)
Q.2) You are the Branch manager of a Nationalised bank, namely ‘ABC bank’ & lately, it
has been reported to you that your bank branch is making the least of profits in comparison
to your competitor private sector bank branches operating in your area. What steps will
you undertake to turnaround the fortunes of yourbank branch? How will CRM help you in
this effort?  (10 Marks)

NMIMS Global Access
School for Continuing Education (NGA‐SCE)
Course:  Customer Relationship Management
Internal Assignment Applicable for September 2016 Examination


Q.3 a) A customer has bought your branded shoes titled as “Walkathon”for 4 years & then
stops for 6 months. Over 4 years, your customer has made 16 purchases. You have earned
a profit per unit of Rs.750. What is the lifetime of the customer? Also Calculate the LTV
of the customer.  (5 marks)
Q.3 b) You are the Sales Manager of a Mobilehandset company & need to train your sales
staff about Sales Force Automation which has been recently introduced into the company.
Which aspects of application areas would you highlight in your training program?
(5 marks)
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