Attempt all the questions
Question1) “CRM programmes are costly affair, but long-term reward it generates is much more beneficial than revenue it generates“. How far do you agree with the statement and why?
Question2) Consider yourself as the Business Manager of the insurance company in a city. How will you design a system to study customer feedback of your services and delivery? Describe in full detail.
Section-B
Case Study
A) Infosys was recruiting a German. When candidate was asked why he wanted to join Infosys, he replied he wanted to join company where Mr. Narayana Murthy works. This shows that employees remain with organization with full dedication as long as they are taken care of properly.
Question1) “Employee care is should in organization today before performance results”. Comment on the statement.
B) Once the CEO of Relocation Management Resources found one of his best customer service managers during a frustrating experience at the airport. Upon finding out his flight was cancelled, the CEO called airline company to complain –bitterly. The women who took the call remained poised despite the CEO‘s self-described ranting and raving. By the end of the conversation, the CEO made the woman a job offer, which she later accepted.
Question2) “Winning customers through employee behaviour is the key to retain customers”. Comment on the statement?
C) Cognizant, an IT company, celebrates its main milestones with employees, usually by giving them the choice of gifts such as TVs, DVD players, and music systems. This is because the company believes that employee delight is the basis for Customer Delight in the service company. Cognizant believes this is the only way to keep employees happy and make them feel to be the part of the company which might otherwise seem impersonal to most employees if they only maintain the arm’s length relationship.
Question3) Establishing employee relations by giving gifts in kind is the better option as followed by cognizant or giving financial benefits is far better or recognizing the skills, talents, worth and giving due respect to their existence is the best solution to have employee delight and finally customer delight. Give your views on this statement?