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This course covers Marketing techniques, principle and theory. This solved assignment for Marketing course was submitted to Prof. Aiman Malhotra at Jnana Bharathi Campus of BU. It includes: Marketing, Management, Compeletion, Improved, Process, Service, Expecting, Extensive
Typology: Exercises
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Questions:
1. Do you think that customer experience management strategy is suitable for KPI? Why or why not?
Solution: Yes, KPI is in desperate need of experience management strategy, some logical reasons are as below:
2. If KPI has decided to have customer experience management strategy than how would KPI adopt this strategy?
Solution:
KPI needs to do certain activities in adopting the CEM strategy.
Step 1 Analysis of the customers’ needs and wants is required at the first stage. Looking at the provided information in the above case, customers are demanding improved sales process, timely customer services, and to have new offers in their inbox at the earliest. On the basis of this information company need to device a suitable CEM strategy (company should also consider SWOT analysis, resources, work force, and organizational structure).
Step 2 After having strategy formulation, this strategy needed to be connecting with implementation according to the customers’ expectations. A vision of CEM is to be conveyed to the employees of the whole organization.
Step 3 For implementing CEM, an infrastructure is required to be installed based on modern technology. This infrastructure should have the capability to interconnect all the working departments of the organization to share necessary details of the customers. A database of customer’s orders, delivery, and the attitude of the customers should be maintained to provide customized and experiential services.
Step 4 After planning the strategy and implementing in the company. They need to continuously innovate the different experiences for customers. Customers’ point of view in this regard is very important about the products and services. Hence, providing the demanded customized customers services to make customers happy.