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

10807822, 10900338 10902226, 10903608 10905698, 10906557 61100003, 1050070031 3440070003, 3440070013 3450070019 3450070020 3450070035 3450070037 3450070044 3450070062 3450070065 3450070070

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

10

3450070100 3450070105 3450070127 3450070129

11

Telecom Industry

credited with marks for the quality,

12

3450070134

Insurance Life

accuracy, relevance

3450070158
13

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

3450070163 3450070169
14

3450070198 3460070004 3460070025 3460070028 3460070060 3460070091 3460070102 3470070011 3470070019 3470070033

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

15

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

16

17

18

from any source.

19

3470070051 3470070064 3470070097 3470070103

Automobil e Sector IT industry

20

21

3470070141 3470070145 7460070069 7460070072

Telecom Industry Insurance Life

22

23

7460070077 7460070079
24

Insurance General

7460070102 7460070106
25

Hospitality Industry Hotels Banking Industry

7460070126 7460070134
26

3440070022 3440070027

Mobile phone and

27

3440070030 3440070061
28

peripherals Consumer durables

3440070090 3440070094 3440070101 3440070108

Fast food industry Automobil e Sector

29

30

IT industry

3440070111 3440070116
31

3440070129 3440070141 3440070143 7060070010

Telecom Industry Insurance Life

32

33

7060070047 7450070001
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

38

39

40

41

7470070002
42

Telecom Industry

11012015 7470070057 7470070055 7470070077 7470070062 7470070107 7470070091 7440070033 7470070109 7440070048 7440070042 7440070054 7440070050 7440070066 7440070060 7440070106 7440070089 7450070070 7440070120 7450070078 7450070076 7450070079 7450070080 7450070082 7450070084 7450070095

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

43 44

45

46

47

48

49

50

51

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

52

53

54

55

7450070094 7450070105 7450070103 7450070113 7450070118

56

57

7450070126 7450070146 7450070154

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