Assignment no # 02
“Suppose you are the assistant customer services manager of a home appliances company. Your product model, details and designs are available on your company’s website. Due to the increasing importance of “ Electronic CRM” , your country services manager assign you a task of preparing a proposal regarding how can our company provide competitive customer services trough company’s website. He wants to use company’s website as a tool of developing good customer relationship.
You are required to give five best suggestions by which your company can offer best customer services through company’s website.”
Solution:
You can provide the best customer services through your website by applying the following points:
• Online Purchasing
• Online order tracking system
• Online updated Inventory Information
• Online Cash Payment
• Online Complaint and suggestions box
• Special Demos how to use the products
• Chat facility with Experts
• Complete booklet available on the web so that customers can come to know about some technical parts of the product in order to understand the usage of the home appliances
• Complete info about your sales outlets i.e. addresses ,contact numbers ,emails and their locations through maps
Showing posts with label MKT610. Show all posts
Showing posts with label MKT610. Show all posts
Monday, September 13, 2010
MKT610 Assignment # 1 Solution
Assignment # 1 CRM
Scenario: Being a customer relationship manager of a computer hardware company, you
are receiving greater number of complaints about the warranted claims of spare parts,
they say that your process is very complex and time consuming, presently a customer fills
out a form, attaches proof of purchase and sends that from with spare part to your
customer care office located in Karachi, after receiving and examining, you inform to the
customer through courier service about the decision with in 5 days that warranty claim is
true or not, if it is true a new warranted spare part reaches with in 3 days to the customer
mail address. This long and complex process is frustrating to your customers.
Q 1 Give the critical analysis of this scenario? 10 points
Q 2 Being a CR manager, how do you propose the appropriate changes in existing
customer care to provide better care? (Keep in mind TCCP). 10 points
Solution:
Answer 1: In the above scenario, there are certain weaknesses,
• Only one office located in Karachi is operating to cover the whole country.
• Visibility of customer service is very low.
• After receiving from courier, examining and verifying process is too long.
• Also if warranted claim is true, delivering the spare part is taking three days,
which is also not acceptable for customers.
Answer 2: Lots of improvements can be made,
• There is great need to divide the whole market into two or three regions, so that
customer feel closer to your customer care, burden of complaints can also be
shared.
• Verifying and examining process time can be minimized by hiring more
technicians and staff.
• Speedy work can be made with in the department by introducing latest technology
and soft wares for customer care handling.
• To facilitate customers, complaint tracking should be provided through
company’s website or even through SMS.
• There is a need of hiring a speedy courier to deliver spare part within next 24
hours rather in 72 hours.
Scenario: Being a customer relationship manager of a computer hardware company, you
are receiving greater number of complaints about the warranted claims of spare parts,
they say that your process is very complex and time consuming, presently a customer fills
out a form, attaches proof of purchase and sends that from with spare part to your
customer care office located in Karachi, after receiving and examining, you inform to the
customer through courier service about the decision with in 5 days that warranty claim is
true or not, if it is true a new warranted spare part reaches with in 3 days to the customer
mail address. This long and complex process is frustrating to your customers.
Q 1 Give the critical analysis of this scenario? 10 points
Q 2 Being a CR manager, how do you propose the appropriate changes in existing
customer care to provide better care? (Keep in mind TCCP). 10 points
Solution:
Answer 1: In the above scenario, there are certain weaknesses,
• Only one office located in Karachi is operating to cover the whole country.
• Visibility of customer service is very low.
• After receiving from courier, examining and verifying process is too long.
• Also if warranted claim is true, delivering the spare part is taking three days,
which is also not acceptable for customers.
Answer 2: Lots of improvements can be made,
• There is great need to divide the whole market into two or three regions, so that
customer feel closer to your customer care, burden of complaints can also be
shared.
• Verifying and examining process time can be minimized by hiring more
technicians and staff.
• Speedy work can be made with in the department by introducing latest technology
and soft wares for customer care handling.
• To facilitate customers, complaint tracking should be provided through
company’s website or even through SMS.
• There is a need of hiring a speedy courier to deliver spare part within next 24
hours rather in 72 hours.
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