2020 Nmims assignments The increase in the quantity of dat

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Customer Relationship Management

1. Outline a communication plan with an aim to translate the relationship policy into contact moments for customers in your line of business. (10 Marks)

2. The increase in the quantity of data and the decrease in the available analysis time have led to a growing need for an inductive method which will assist in finding useful relationships between (selected) data. Elaborate any 2 such methods that you use at your workplace. (10 Marks)

3. You are a call centre manager with a decade of experience. In the last 10 years you have seen customer relationship management evolve in the call centre industry. Scenario is more competitive and requires out of the box thinking to sustain and succeed.

a. Do you prefer working with specialist or generalist call centre agents? What parameters help you arrive at a decision? (5 Marks)

b. As per your understanding and experience, rate the elements of a call centre in order of importance? Justify your rating with examples (5 Marks)
For answersheets contact
[email protected]
+91 95030-94040