Customer Relationship Mgmt

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Examination Paper: Customer Relationship Management IIBM Institute of Business Management Examination Paper Customer Relationship Management Section A: Objective Type (30 marks) • • • This section consists of Multiple Choice questions & Short notes type questions. Answer all the questions. Part One questions carry 1 mark each & Part Two questions carry 4 marks each. MM.100 Part One: Multiple Choices: 1. High congruence means: a. High probability of success b. Low probability of success c. Zero probability of success d. None of the above 2. Novo Jim’s excellent resource book for Recency, Frequency and Monetary is: a. Drilling high b. Digging the top c. Cutting edges d. Drilling down 3. What stands for ‘R’ in FURPS? a. Responsibility b.…show more content…
With the growing competition in the market, the profitability of the plant had declined which greatly concerned the top management. After reviewing the situation, it was found that the human element was the biggest hurdle in achieving the set targets. There was a need to bring in attitudinal change, as both, the absenteeism and the union interference were high. This union was formed after the workers had felt that the management was exploiting them. Most of the workers had been there since the inception of the plant and the turnover was almost negligible. There was a strong union present in the plant, which was affiliated to INTUC. The plant managers entered into a long term settlement with the union to set the daily wages and the terms and conditions of work. The long term settlement was renewed every 3 years. The workers were working in 30-day night shifts in a month. Being a textile unit, it was a process industry wherein hurdle at one point of the process would stop the whole production. Moreover, if there were delay in the takeover of the shift, the output of the entire day would be affected. In the matters of indiscipline, the workers were charge sheeted and dismissed arbitrarily. In chronic cases, the worker had to wear a badge with a slogan “I will not repeat the mistake again” for the entire day on his uniform. The company started thinking of corporate governance and hired the services of Narayan Murthy, AGM (P & A and ER) for the Jabalpur

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